Sending automated emails using new case template framework

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Sending automated emails using new case template framework

Description Best practices for outbound case emails
Version as of 8.5
Application Customer Service
Capability/Industry Area Service Cases / Tasks



For case types created from a case type template, and for out-of-the-box case types that use case type 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 default Send intake notification. You can add similar automatic notification steps to various stages in a case life cycle.

Automated email notification.png

Pega Customer Service includes email templates that demonstrate best practices. The following section describes the best practices when using email templates for outbound email.

The Pega Customer Service Implementation Guide describes the steps to add an outbound email notification using the case type template. For additional information, see "Using the Service case template to send outbound email from a case" in Create a new case type from a template.

Best practices for outbound email notification[edit]

  • Email clients: Pega Customer Service considers some of the popular email clients such as Outlook, Gmail, and AWS mail. These email clients present peculiar challenges when HTML rendering is enabled. The formatting errors in the clients have to be tested based on your audience's preferred email client. You can check current email client usage trends at http://emailclientmarketshare.com/
  • Email client form factor: The web and mobile form factors are considered. Also, Dark mode in mobile apps has to be considered in terms of the way email is rendered.
    • Web look-n-feel: Here the information is centered with other portions deliberately left blank. This is done so that the rendering is uniform across all form factors.

Web-gmail-Intake-template.png

  • Mobile look-n-feel: The full horizontal space is used in the mobile form factor.

Pixel4XL-intake.jpg

  • Subject line: Short subject lines of less than 50 characters, including spaces, are recommended. Short subject lines convey information quickly. The other added advantage is that notifications will also be impacted with the option to Avoid dynamic text in the subject, unless the length of the dynamic text is fixed. Per HubSpot, 46% of emails are read on mobile devices. Subject lines longer than 60 characters gets truncated.
  • First line of email: The first line of the email is displayed and the subject line. It is recommended that you place key information in the first line of the email notification.
  • Header logo: Logos as images have been known to cause issues. Use a combination of div and text (as used in the template) for easier rendering across all email clients. Some clients disable image download by default.
    • Tip: Store images on a content delivery network (CDN), because most email clients allow links but do not allow images as part of email communications.
  • Linking knowledge management articles: In the samples above, the knowledge management articles being showcased dynamically. Select an upper limit on the number of articles used, because too many article may result in an overflow, especially with the mobile form factor. The recommended upper limit is 3 knowledge management articles.
  • Signatures; Multi-line signatures increase the length of emails. Text-based, single-line signatures (2 lines at most) are recommended. Images in signatures are not recommended. If images are required, use CDN-hosted images.
  • Legal clearances and disclaimers: The sample templates are for demo purposes only and the disclaimers are reference text only. Before using a template for email notifications, consult your legal team and add the required clearances. Email with marketing content is subject to the CAN-SPAM Act of 2003. If applicable, to comply with this act you might need to include an Unsubscribe option.
  • Beware of spam filters: If the email content is long, it might be flagged by a spam filter. Consider keeping the email content length to less than 2 pages on a standard mobile phone display.
  • Test, Test and Test!: Use A/B or multivariate testing to learn how changes to your content affect delivery and engagement.