When one of our service cloud users creates a new case for a customer, and then they go to the case email action to compose an email, it automatically populates the service cloud user's email address. I would like to set it up so that instead of the service cloud user's email address, I want the 'from' field to auto populate the email of the queue that the service cloud user belongs to. Is this possible?@* Service Cloud *
6 respostas
Ended up making the 'type' field required on the case object and then setting predefined field values for the 'from' field based on the 'type' field. This seems to do the trick and did not require building a flow.
