Sending automated emails using new case template framework

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With the new case type templates, and the out-of-the-box case types that use these templates, you can modify the Send intake notification template in the Intake stage and the Send resolution notification template in the Resolution stage. The image below shows the Send intake notification shipped OOTB. Similar automatic notification steps can be added to various stages in a case life cycle. Automated email notification.png

As a best practice, customer service ships email templates out-of-the-box(OOTB). In this article we showcase how any outbound email can leverage the templates and factors to consider for outbound emails.

Adding outbound email notification using the case template[edit]

  • Add a new notification process
  • Reuse OOTB email templates

Best practices to consider with email notification template[edit]

  • Email clients: Customer service considers some of the popular email clients like outlook, gmail and aws mail. These email clients present peculiar challenges when HTML rendering is enabled. The formatting errors in the clients has to be tested.
  • Email client form factor: The web and mobile form factors are considered. Also the dark mode in mobile has to be considered for the way the email is rendered.
    • Web look-n-feel.
    • Mobile look-n-feel
    • Pixel4XL-intake.jpg
  • Subject line:
  • First line of email
  • Header logo
  • Store images on content delivery network (CDN)
  • Information blocks
  • Disclaimer