This is the first time I submit a question, so be nice with me.
I was wondering if there was a variable to retrieve customer name and also case number dynamically.
Meaning, while replying through the web-based Salesforce crm, do a "New case response"
And for the customer firstname /lastname, use a variable to retrieve that information.
Such as
"Dear Mr. $FirstName $LastName
And for the Case id You have Case Number: $CaseNumber"
the $ is only an example.. was wondering if there is a such option built in, or maybe be able to turn it on?
Thank you for your guidance.
1 Antwort
For Case Responses one usually builds an Email Template using the Merge Fields for Case information and has this template specified on the Case Auto-Response Rules.
The Email Template you create has a way for you to specify what "dynamic" fields you want in the email sent via the auto-response rules.
Example case fields are:
{!Case.number}
{!Case.Contact} etc.
