Email Response Interfaces

An email response is a reply to a customer's email. To send the reply, the system leverages correspondence management features that are common to all PeopleSoft CRM applications. This enables you to use correspondence templates to streamline the response process and standardize the text of responses.

Automated responses (those sent in response to structured email) are always based on correspondence templates that you define.

Manual responses (those that a user writes in response to unstructured email) can be either free-form or template-based. There are several interfaces for creating a manual response:

• If you initiate a reply from the context of a specific email in the email workspace, the Response page of the same email workspace component is used.

• If you initiate a reply from the context of a transaction (such as a case) by clicking the Notification toolbar button, one of the following occurs:

  • If the transaction is not associated with any email, the Outbound Notification page is used.

  • If the transaction is associated with one or more email, a secondary page appears and it asks if you want to respond to any current email or send a brand new email. If it is a response, and the option to use email workspace for responding to existing notifications is selected at the system level, the Response page of the email workspace is used. The Outbound Notification page is used either if it's a new mail, or it's a response but the option to use email workspace is not selected.

The interfaces of the Outbound Notification page and email workspace are similar. The Outbound Notification page functions the same as the Response page in the email workspace, except that you cannot search for solutions or documents on the Outbound Notification page. You can, however, use the page to email solutions from cases.