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Additional tasks for sending email during case processing

The following related tasks are not covered in the challenge that accompanies this module. Please review this content, which identifies different use cases and describes procedures for completing these additional tasks. These tasks are in scope for certification. Your exam may include questions on these tasks.

Sending email notifications from cases when a case is created

To speed up resolution of your business processes, ensure that users receive information when new tasks await in their worklists, by sending email notifications.

For example, you can compose a message that includes a link to a case, so that a user can immediately access the case and start work.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. In the case work area, click the Settings tab.
  3. In the settings panel, click Notifications.
  4. In the Email notifications section, select the Email user when assignment is routed to worklist check box.
  5. Define the content of your message:
    Choice Actions
    Compose a new email
    1. In the Email section, select Custom.
    Use an existing email
    1. In the Email section, select Use existing.
    2. In the Message list, select a message that you want to use.
  6. In the Subject field, enter the email title by entering a string expression.
    You can reference field names in the title to make the heading more dynamic and meaningful.
    For example: "The case "+ .pyID + " has been assigned to you."..
  7. If you create a custom message, in the Message section, click Compose, and then edit the message in the rich text editor:
    Choices Actions
    Compose your own message
    1. Enter and style the text by using the rich text editor toolbar. For example: You can create a numbered list or emphasize text with bold font.
    Populate your email message with text from a template
    1. In the Compose message window, click Choose template.
    2. Click a template that you want to use.
    3. Click Select.
      After the template text appears in your email message, you can edit this content.
    Include the value of a field from your case in your email
    1. In the rich text editor, position the text cursor in the place where you want to add a property.
    2. On the toolbar, click the Insert property icon.
    3. Select a property that you want to use. For example: You can reference the first and last name in a greeting, or embed a project milestone date within a sentence.
      Tip: To prevent word clusters in your message, include a space before and after your property reference.
    Provide instant access to the case from your email
    1. In the rich text editor, position the text cursor in the place where you want to add a link.
    2. On the toolbar, click the Link icon.
    3. Select the Link to current case check box.
    4. Enter the display text and title for the link.
    5. Click OK.
  8. Click Save.
Result: A user receives an email when an application routes a task to their worklist.

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