Creating Email Templates for Cases

Planning for Email Templates

Determine the types of email templates you need. Here are some ideas to get you started.

• General communication: A generic template for service reps to use when communicating with customers.
• Case creation: Notify contacts that a case was created for them.
• Case assignment notification: Notify users that a case was assigned to a service rep.
• Case comment creation or modification: Notify contacts that a case comment was added or modified.
• Capturing cases from your website: When customers fill out forms on your website, notify them that their inquiry was received.
• Capturing cases from customer emails: When customers send email to your customer support email addresses, notify them that their email was received and a case was created.
• Case close notification: Notify customers that their case has closed.

Determine how you want to organize your email templates. You may want to store them in public or private folders to ensure that they are available to the right users.

Creating Email Templates

Create and manage templates from the Email Templates tab, which you can navigate to from the App Launcher.

When you create an email template, keep these guidelines in mind.

• To include specific data such as the date or the customer’s name, insert merge fields into the email subject or body. Merge fields are placeholders for variable text that you want replaced with data from your Salesforce records.
• If you want, select an object in the Related Entity Type field. The object you choose affects which merge fields are available in the merge picker. If you select Contact or Lead or leave the field blank, the template is a global template, which can use global merge fields only.