Sending an Email from a Case

Initial  search

This guide assumes you have opened the Case you wish to add email from. If this is not the correct please Search for the Case first: Completing a Search

Make sure you are in the feed tab

Select the Email tab

Check the email header details

  1. The From address. Depending on the source of the case and prior communications this can change. You should make sure that the from address is properly configured when sending emails to the client from the system. This will ensure that any responses will link to the case automatically.
  2. The To address: By default this will fill automatically from the contact record, however it can also fill in from the address the initial request was sent from.
  3. Clicking on CC or BCC will allow you to add additional recipients to the CC or BCC lines of an email, depending on your desires.

Note: You can add additional "TO, CC or BCC" addresses by entering the email address or linking additional contact records. You cannot link Accounts.

Using a Template

Utilising email templates is not required in salesforce, but they will save you time if this is a standard response to an enquiry. In the event you wish you simply type your response simply click into the body and start typing, however this guide assumes you are wanting to use a template.  

Note: Templates may include attachments that will auto attach when selecting the template.

Select the template icon

Select the option "Insert a template..."

Note: When you are actively using templates you may be able to see the template you want to use in the recent templates section. In this case you can select it directly.

Make sure your template settings are correct

Select the appropriate template

E-Mail body will now have the template populated

Note: sections looking like: {{{Recipient.FirstName}}} are fields that will dynamically complete based on the linked records to both personalise the email and save you time.

Click into the email body and make any changes needed

(Optional) Preview e-mail

 If you wish to see what the email will look like to the client after it has sent you can preview the email to confirm it all looks correct

Send Email

 If you are happy with the email hit send

Next Steps