Composing emails with predefined content from the Source-to-Pay Workspace
Summarize
Summary of Composing Emails with Predefined Content from the Source-to-Pay Workspace
This feature allows ServiceNow users to compose and send emails directly from the Source-to-Pay Workspace, utilizing predefined content for efficiency. It streamlines communication related to supplier cases and tasks by auto-populating key email fields and providing quick message options.
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Key Features
- Email Client Access: Initiate email composition from a supplier case or task by selecting "Compose Email." The email is pre-filled with the contact's email address in the Cc field and the case number along with the issue description in the Subject field.
- Quick Messages: Use predefined quick messages to populate the email body with standard responses. Quick messages can be customized and include options for case closure, progress updates, and additional information.
- Response Templates: Reusable response templates enable users to quickly send consistent messages. Users can copy template content and paste it into their email drafts, allowing for easy customization.
- Draft Email Management: Draft emails can be saved and accessed via the Draft Emails tab on the supplier case or task, ensuring users can manage their communications effectively.
- Email Activity Log: Sent emails will appear in the Activity section of the supplier case or task, allowing for continued tracking and management of communication.
- Email Composer Configuration: Role configuration is necessary to access the Compose Email option and view emails in the activity log. This ensures proper access control within the Source-to-Pay Workspace.
Key Outcomes
By utilizing the email composition features in the Source-to-Pay Workspace, users can enhance communication efficiency, maintain consistency in messaging, and effectively manage supplier interactions. This results in faster resolution of cases and improved supplier relationship management.
Insert predefined content into the message body of emails that you send from the email client in the Source-to-Pay Workspace.
You can use this feature to compose and send emails directly from a supplier case or a supplier task. To open the email client, select Compose Email from the more actions icon (
) from a supplier case or a supplier task. A draft email appears with pre-populated data in the Cc and Subject fields. The Cc field is auto-populated with
the email address of the contact who opened the case. The Subject field is auto-populated with the case number and issue description.
Using quick messages
In the email client, you can select a quick message to fill the email body with the content that is specified in the quick message. After you define one or more quick messages, the Quick Messages contextual pane appears in the email client so that you can draft an email with a quick message of your choice.
- Supplier case: Standard closure response, case progress, primary contact information, Knowledge Base article information, and additional information.
- Supplier task: Standard closure response, case progress, primary contact information, Knowledge Base article information, and additional information.
For more information on how to create a quick message, see Define a quick message.
Using response templates
Resolve cases faster and more efficiently with response templates. Response templates are reusable messages that can be copied to draft emails to provide quick and consistent messages to users.
Open the response template that you want to use for your email and select Copy to clipboard. You can now paste the contents of this template at the location of the cursor. It doesn't replace the content that you created before selecting the response template. To replace existing content with a response template content, highlight the text to replace and then select a response template.
For more information on how to work with response templates, see Create or modify a response template.
Viewing draft emails
After you save the emails as draft, you can view the draft emails by selecting the Draft Emails tab on the supplier case or supplier task. Alternatively, you can view the draft emails by selecting the list
icon (
) and selecting the Case Draft Emails or Task Draft Emails sub-modules under the Draft Emails module.
Emailed message in activity log
After your email is composed, sent, and received by the intended recipient, you can see the email message in the Activity section of the supplier case or task. You can continue to work with this email from the activity log.
Email composer configuration
To view the Compose Email option in the More Actions menu, and to view your emailed message in the activity log of a supplier case or supplier task in Source-to-Pay Workspace, ensure that you add the role required to access this feature in the User Interface Properties page. For more information, see Configure access to the compose email feature.