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< 5.19:Agent-guide | Tutorials | Cases
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The Cases and Email section's tutorials explain how to use Agent Desktop to process customer requests made via email, as well as what to do with customer cases. Emails are bundled into cases when multiple email messages from the same contact are related to the same issue. | The Cases and Email section's tutorials explain how to use Agent Desktop to process customer requests made via email, as well as what to do with customer cases. Emails are bundled into cases when multiple email messages from the same contact are related to the same issue. | ||
| + | |||
| + | == Articles == | ||
| + | === Accepting Email === | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoAcceptanEmail | How to Accept an Email]] | ||
| + | |||
| + | === Creating Cases === | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoCreateNewCases | How to Create New Cases]] | ||
| + | |||
| + | === Follow-ups === | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoUsePinnedCasestoSendaFollow-upOutboundEmail | How to Use Pinned Cases to Send a Follow-up Outbound Email]] | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoSendaFollow-upOutboundEmail | How to Use Cases to Send a Follow-up Outbound Email]] | ||
| + | |||
| + | === Fonts === | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoChangeDefaultEmailFont | How to Change Default Email Font]] | ||
| + | |||
| + | === Handling Email === | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoCloseanEmailwithoutReplying | How to Close an Email without Replying]] | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoChangeanAssignedEmailService | How to Change an Assigned Email Service]] | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoComposeaReply | How to Compose a Reply]] | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoTransferanEmail | How to Transfer an Email]] | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoForwardanEmail | How to Forward an Email]] | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoSendaNewOutboundEmail | How to Send a New Outbound Email]] | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoSaveanEmailasaDraft | How to Save an Email as a Draft]] | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoCopyandPasteImagesintoEmail | How to Copy and Paste Images into Email]] | ||
| + | |||
| + | === Masking Data === | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoMaskSensitiveData | How to Mask Sensitive Data]] | ||
| + | |||
| + | === Print === | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoPrintanEmail | How to Print an Email]] | ||
| + | |||
| + | === Retrieving Email from Queue === | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoRetrieveanEmailfromtheTeamQueue | How to Retrieve an Email from the Team Queue]] | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoRetrieveanEmailfromYourPersonalQueue | How to Retrieve an Email from Personal Queue]] | ||
| + | |||
| + | === Reviewing Email === | ||
| + | *[[Agent-guide/Tutorials/Cases/HowtoReviewanIncomingEmail | How to Review an Incoming Email]] | ||
| + | |||
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Revision as of 21:10, 25 September 2019
Cases and Email Tutorials
The Cases and Email section's tutorials explain how to use Agent Desktop to process customer requests made via email, as well as what to do with customer cases. Emails are bundled into cases when multiple email messages from the same contact are related to the same issue.
Articles
Accepting Email
Creating Cases
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
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
Retrieving Email from Queue
Reviewing Email