5.19:Agent-guide/Tutorials/Cases

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• 5.19 • 5.3 • 5.8

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Cases and Email

• Overview

Accepting Email

• How to Accept an Email

Creating Cases

• How to Create New Cases
• How to Create a Case Without an Interaction

Follow-ups

• How to Use Pinned Cases to Send a Follow-up Outbound Email
• How to Use Cases to Send a Follow-up Outbound Email

Fonts

• How to Change Default Email Font

Handling Email

• How to Close an Email without Replying
• How to Change an Assigned Email Service
• How to Compose a Reply
• How to Transfer an Email
• How to Forward an Email
• How to Send a New Outbound Email
• How to Save an Email as a Draft
• How to Copy and Paste Images into Email

Masking Data

• How to Mask Sensitive Data

Print

• How to Print an Email

Retrieving Email from Queue

• How to Retrieve an Email from the Team Queue
• How to Retrieve an Email from Personal Queue

Reviewing Email

• How to Review an Incoming Email

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