Work with email in the case feed in Salesforce Classic.
Required Editions
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- Working with Case Emails in Salesforce Classic
Cases generated via Email-to-Case or On-Demand Email-to-Case display in an Emails related list. The Emails related list includes all emails sent by your customer regarding a particular case, as well the email threads between you and your customer. The first 77 characters of an email message appear in the related list so that you can see what the message is about without having to click on it. - Send and Reply to Email in the Salesforce Classic Case Feed
Use the features of the Case Feed email action to save time when writing messages and customize the emails you send to customers. - Attach Images and Files to Emails in the Salesforce Classic Case Feed
Give customers comprehensive information to help resolve their issues more quickly by attaching files to email messages, and add inline images to include pictures that enhance your text. - Use Email Templates in the Salesforce Classic Case Feed
Templates help you ensure consistency, save time, and include basic information, such as a customer’s name and their case number, all with one click. If your administrator has created text, HTML, or Visualforce email templates, or if you’ve created your own templates, you can use them when emailing customers in Case Feed. - Work with Draft Emails in the Salesforce Classic Case Feed
With draft emails, support reps can save messages they write to customers without having to send them immediately, and administrators can create approval processes for email messages. - Review and Approve Email Drafts in the Salesforce Classic Case Feed
Depending on how your administrator has set up draft emails and approval processes for your organization, you need to review and approve messages written by the support reps you oversee before those messages are sent to customers. - Customize Emails with the Rich Text Editor in the Salesforce Classic Case Feed
The rich text editor lets you customize the emails you send to customers. Use it to format text, add bulleted or numbered lists, and add images and links.