Print this page

Users receiving non-edited versions of HTML email templates

Knowledge Article Number 000193964
Description Brief description of the issue: Users are editing and personalizing HTML email templates and sending to customers using the Service Cloud Console. Customers are receiving non-edited versions of the HTML email templates. 
Resolution If the sender is modifying the email before sending it using Internet Explorer it may be useful to ensure the Internet Explorer cache is cleared and or the Internet options are reset to default.

To clear the cache in Internet Explorer navigate to  Tools | Internet Options | Browsing History | Delete.  Here check all boxes apart from "Preserve Favorites Website Data" and perhaps "Passwords" and select the Delete button.

To reset Internet Explorer options navigate to Tools | Internet Options | Advanced and here select the "Reset"  button and OK any prompts.

promote demote