The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process.
In which two locations can the System Administrator implement customer-facing email templates with respect to Cases?
Choose 2 answers
A. Owner Assignment Notifications
B. Case Escalation Notifications
C. Case Auto-response Rules
D. Support Rep's Send Email options
From what I've read on the docs, I know C is one option. However, A and B do not seem to be customer facing and I do not know what they mean by D.
Thanks in advance!
5 respostas
I am not 100% sure, but I thnk the correct ansewr is: D, because I could not find doc and articles mentioning emails notifications for customers but for case owner, manager or other 5 emails adresses.
Enable Portal Reply Email Notifications in Case Feed
If your organization uses a portal or community, support agents can use the Community action in Case Feed to respond to customers. Enabling portal reply email notifications gives agents access to the Send Email option in the Community action.
REQUIRED EDITIONS AND USER PERMISSIONS
Available in: Salesforce Classic (not available in all orgs)
Available in: Enterprise, Performance, Unlimited, and Developer Editions
USER PERMISSIONS NEEDEDTo change support settings:Manage Cases
AND
Customize Application
From Setup, enter Support Settings in the Quick Find box, then select Support Settings.
Click Edit.
Select Enable Case Comment Notification to Contacts.
Select a template for email notifications.
Click Save.
