Using the Service case template to send outbound email from a case
When working on an Address Change or Statement Copy service case, use a template notification to quickly send a customized email notification to a customer.
Pega Customer Service
Implementation Guide
You can also create your own templates in Dev Studio. Click
, and then click the Behavior tab. In the Email Templates section, add your custom suggested reply template.- In the navigation pane of App Studio, click Case types.
- In the Case types section of the Overview page, click A service case template.
- In the case life cycle of the Service case template, in step 2 Intake, click the Notification icon in the Send intake notification section.
- In the Step pane on the right side of the page, click Message, and then click Compose.
- In the Compose message window, follow these steps:
- Click Choose template on the top right side of the window.
- In the list of templates, click one of the options. The details of the template appear at the right of the window.
- Click Select for the template that you want.
- In the Compose message window, modify the text by using the text editor icons.
- Click Done.
Previous topic Modifying the Send intake and Send resolution notifications Next topic Configuring the Confirm harness