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Configure an Email Letterhead and Template

Introduction

Having a consistent look makes correspondence from your teams instantly recognizable and professional. Here, we’ll configure templates and letterhead that can be used by all team members for their day-to-day email needs.

Create a Folder, Letterhead, and Email Template

Your Customer Support team isn’t generic, and their correspondence shouldn’t be either. Manager Kenya Collins has requested you create custom letterhead for her team’s HTML email templates.

Before creating and customizing letterhead for the Customer Support team, you’ll need to save the Support Team logo to your org.

  1. Right-click this link and save the Support Team logo to your desktop.
  2. Click Switch to Salesforce Classic.
  3. Click the plus sign next to the tabs menu at the top of the page to show all tab options, and choose Documents from the list.
  4. Click New and enter these details:
    Field Value
    Document Name Support Team Logo
    Document Unique Name (this field auto-populates)
    Externally Available Image Select
    Folder My Personal Documents
    Description Logo for Support Team
  5. Under Select the File, click Choose File, then select the image file you saved to your desktop.
  6. Click Save.
  7. Click your username, and click Switch to Lightning Experience.

Now create a read-only Customer Support folder for email templates that is accessible to all users:

  1. From Setup, enter Classic Email Templates in the Quick Find box, then select Classic Email Templates.
  2. Click Create New Folder.
  3. Fill out the folder information:
    Field Value
    Email Template Folder Label Customer Support
    Folder Unique Name (this field auto-populates)
    Public Folder Access Read Only
  4. Ensure the This folder is accessible by all users radio button is selected.
  5. Click Save.

Create a letterhead:

  1. From Setup, enter Letterheads in the Quick Find box, then click Letterheads.
  2. Click Next on the Understanding Letterheads screen.
  3. Click New Letterhead.
  4. Complete the details about the new letterhead:
    Field Value
    Available for Use Select
    Letterhead Label General Customer Support
    Letterhead Unique Name (this field auto-populates)
    Description Use this letterhead for all public facing communications if no specific Customer Support letterhead exists
  5. Click Save.

Next, customize the letterhead:

  1. Click Select Logo.
  2. In the pop-up box, select Support Team Logo from the My Personal Documents file location.
  3. Click Edit Top Line, and fill in these details:
    Field Value
    Line Color #0072BC (steel blue)
    Height (pixels) 4
  4. Click OK.
  5. Repeat this process for Edit Middle Line and Edit Bottom Line.
  6. Click Preview to check your work.
  7. Close the preview window or tab.
  8. Click Save.

Now create an email template with the General Customer Support letterhead:

  1. From Setup, enter Classic Email Templates in the Quick Find box, then select Classic Email Templates.
  2. Click New Template.
  3. Select the HTML (using Letterhead) radio button, then click Next.
  4. Fill in these details:
    Field Value
    Folder Customer Support
    Available for Use Select
    Email Template Name Public Facing General
    Template Unique Name (this field auto-populates)
    Letterhead General Customer Support
    Email Layout Free Form Letter
    Encoding General US & Western Europe (ISO-8859, ISO-LATIN-1)
    Description To be used for all public facing emails if there is no more specific template available
  5. Click Next.

Add merge fields:

  1. Select Field Type: Contact Fields
  2. Select Field: First Name
  3. Select and copy the text from the Copy Merge Field Value field.
  4. Complete the HTML Email Content.
    • Subject: <<REPLACE WITH SUBJECT>>.
    • In the main text area, type Dear.
    • Press the SPACEBAR.
    • Paste the merge field text, and add a comma. Screenshot of email template form.
  5. Click Next.
  6. Click Copy text from HTML version, then click OK.
  7. Click Save.

Finally, test the template:

  1. Click App Launcherto open the App Launcher, and select Sales.
  2. Click the Contacts tab.
  3. Select All Contacts from the menu, then select Sean Forbes.
  4. Click Email in the Activity tab. (You may have to click More to find it.)
  5. Choose Template icon  and select Insert a template…
  6. Select Classic Email Templates from the Templates list.
  7. Select the Public Facing General template from list that appears.
  8. Click Insert on the pop-up.
  9. Review the template for accuracy.
  10. In the Subject field, delete <<REPLACE WITH SUBJECT>> and fill in a subject line of your choice.
  11. Click Send.
  12. Check your inbox for the email.

Now that you’ve improved the look of communications for Customer Support, move on to the last step in this project, where you’ll help the team work more efficiently by automating a few processes.

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