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Hi Raghavendra,Set Up Email Alerts for Case Teams: - Create email alerts for case teams so that each time a case is created or updated, team members are notified.
- Available in: Salesforce Classic (not available in all org's) and Lightning Experience
- Available in: Enterprise, Performance, Unlimited, and Developer Editions
- Customize ApplicationANDManage Users
- To create or change workflow rules: Customize Application
- To create or change email alerts: Customize Application
Create email templates for notifications.
Set up workflow rules that specify which actions on a case send email alerts to team members.
- From Setup, enter Workflow Rules in the Quick Find box, then select Workflow Rules.
- Click New Rule.
- From Select object, choose Case and click Next.
- Enter a rule name.
- Choose the evaluation criteria. To ensure that every case is evaluated for an email alert, we recommend that you set the evaluation criteria to Evaluate the rule when a record is: created, and every time it’s edited.
- Enter your rule criteria. We recommend that you choose criteria are met and select the criteria that a case must match to send email alerts. For example, if you want team members to receive an email alert each time a case’s status is set to New, set the criteria to Case: Status equals New.
- Click Save & Next.
Add email alerts to your workflow rule’s criteria.
- Click Add Workflow Action and choose New Email Alert.
- Enter a description and unique name for the email alert. Because you chose Case as the object for the workflow rule, an object appears as read-only.
- Choose an email template.
- Select who receives email alerts from the workflow rule. To select all members of a case team, choose Case Team from Recipient Type, and add the team as selected recipients. You can enter up to five more email addresses.
- Click Save.
Activate the workflow rule and its email alert.
- From Setup, enter Workflow Rules in the Quick Find box, then select Workflow Rules
- Click Activate next to the name of the rule.