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            Compose and Send a Dispute Item Closure Email

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            3. Financial Services Cloud Admin Guide

            Compose and Send a Dispute Item Closure Email

            When the status of a disputed transaction is changed to Settled, a work item is created on the dispute item record page. The dispute case owner can act on the work item and complete the work.

            Required Editions

            Available in: Lightning Experience
            Available in: Unlimited Edition where Financial Services Cloud is enabled
            User Permissions Needed
            To send a dispute item closure email:

            Prompt Template User

            AND

            Transaction Dispute Management AI

            AND

            Financial Services Cloud Extension OR FSC Service
            1. Go to the record page of the dispute item whose status is updated to Settled.
            2. In the work guide component, click Open Email Composer.
              The To field is automatically populated with the name of the customer who submitted the dispute request. The Related To field is automatically populated with the ID of the dispute record that the dispute request was submitted for.
            3. Click Draft with Einstein, and then select the dispute-related prompt template.
              If you use a prebuilt email prompt template, then under Standard, select Transaction Dispute Request Closure Email. If you use a customized template, then under Custom, select the customized prompt template.Select Transaction Dispute Request Closure Email prompt template

              The request is sent to a Large Language Model (LLM). Wait for the LLM to generate the draft response.

            4. Review the generated email subject and body, and if necessary, edit the response before you send the email.
            5. Send the email.
            6. To close the work item, click Finish.
            Important
            Important This tool uses generative AI, which is known to include inaccurate or harmful responses. Before sharing externally, review the output for accuracy and safety. You assume responsibility for the output when sharing.
             
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