Sunday, February 17, 2019

Customize Email Notification Sent to Support Reps and Copied Employees

To be able to customize the email received by copied employees users need to remove the Copied Email address on the Setup Workflow on Online Case Form and create a Saved Search that will trigger an email every time a case is submitted via the form.

Since the Online Case form is not an available criteria users need to set a custom origin for the case.

1. Navigate to Setup > Support > Case Origin Types > New.
2. Add Online Case Form1.
3. Save.
4. Navigate to Setup > Support > Online Case Form > Edit Online Case Form.
5. Under the Setup Workflow tab indicate Case Origin to Online Case Form1.
6. Save.

To create a sample search see the steps below:

1. Navigate to List > Search > Saved Searches > New > choose Case.
2. Add Criteria:

  • Date Created : Today
  • Origin : Online Case Form1

3. Email Tab:

  • Send Email When Records are Created/ Updated : checked
  • Specific Recipients : Add the Copied Employee
  • Customize Message : Add the Customized email message

4. Save.

This would trigger an customize email to the copied employee when a case is created with the case origin is set to the Online Case Form. A separate Case Origin would have to be created for each Online Case Form.

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