1. Implementing Service Center with the Classic User Experience
  2. How do I define email templates?

How do I define email templates?

You can create email templates for the Forward, Response, and System Response messages of a service request (SR).

You can create templates using HTML to send email notifications for an SR using Application Composer.

To define an email template:

  1. Sign in to the application as an administrator.

  2. Navigate to Application Composer.

  3. In the Application field, select CRM Cloud from the drop-down list.

  4. In the Common Setup region, click Email Templates.

  5. On the Email Templates page, click the plus icon to create a new template.

  6. In the Object field, select Service Request from the drop-down list.

  7. Specify a name for the template.

  8. (Optional) Specify a description.

  9. To add any attachments, click the plus icon, browse to the file location, and select the file.

  10. A template is active by default. To disable the template, clear the Active option.

  11. Specify the email subject.

    You can use SR field names in the subject. For example, the subject can be Resolved issue [$Title$].

  12. Edit the message HTML as required. Add the #MessageContent# tag anywhere in the HTML code. This tag is replaced by the SR message content.

  13. (Optional) To enable the display of the email thread, insert the #PastConversation# tag in the template.

    Add this tag within the email body at the place where you want to insert the previous messages from the email thread. When an agent replies to a customer from the Messages tab in an SR, the email thread is displayed.

  14. In email templates that are meant for forwarding to internal users, you can include a link to the SR within the template. Include the link in the following format:

    <Link to company's Fusion Service site>/service/faces/FuseOverview?fndGlobalItemNodeId=itemNode_service_service_requests&pSrNumber=<SR Number>.

    For example, https://company123.mycompanydomain.com:10616/service/faces/FuseOverview?fndGlobalItemNodeId=itemNode_service_service_requests&pSrNumber=SR0000029093.

  15. Click Save and Close.

Note: When an SR is created, it may be with or without a queue. So it's possible that an email notification is sent before the SR is assigned to a queue. If you want to avoid a blank field value in the email notification, you must not use the Queue Name field in your email template.