E-Mail Templates

Question 1

Use Cases of outbound E-Mails

Answer 1

-Agents send them as response to employees
Agents send them to forward SR to internal resources.
-App uses them to send automatic responses to employees, e.g., acknowledgement of submission of SR.

Question 2

What message types

Answer 2

Response: To customer or employee
Forward: To forward SR internally
System Response: Acknowledgements to customers/employees

Question 3

How is the E-Mail template formatted

Answer 3

HTML

Question 4

What components in E-Mail template

Answer 4

• Written text
• Placeholders for fields like customer name
• SR message text entered by the person who creates the Mail
• Images, links, HTML content

Question 5

Where can you create new templates or edit existing ones?

Answer 5

Application composer

Question 6

Required fields in the E-Mail Template

Answer 6

• Specify that it is tied to a Service Requests object
• Provide a unique name
• Set the E-Mail subject

Question 7

Common troubleshooting approaches

Answer 7

• Make sure the template has been created in application composer
• Confirm that the profile option has been set with the correct template name
• No SR message text: Make sure the template uses #MessageContent# where the text should appear