Preview an email from the Emails related list

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Preview emails directly from within cases. With this capability, you can select case-related emails and read the details in full view.

    Before you begin

    Role required: sn_customerservice_agent

    About this task

    For information about adding or modifying actions on a form, see the following topics:
    Note:
    This task applies to both CSM Configurable Workspace and CSM Agent Workspace.

    Procedure

    1. Open your workspace.
    2. Select a case for which you want to preview emails.
      The case opens up in a new tab.
    3. Select the Emails tab.
    4. Select an email to preview from the Emails list.
      The email opens in a sub tab and displays the email details.Details tab displaying email information of a case record.
    5. Select Reply or Reply All to reply to the message you are viewing or select Forward to forward the email.