Compose Email - capture in record activities stream

[DClayton1]

Hi community,

When working an HR Case, some agents prefer using the Compose Email option (3 dots 'more options' menu in top of HR Case) as the rich HTML editor is better for composing detailed information and for attaching documents to send to the user.

I note that the sent email is not audited on the HR Case anywhere. I expected to see this in the activities stream, just as you would when using the Additional Comments field.

How can we automatically add the email sent to the case activities stream?

Thanks in advance

[Susan Britt]

1. Open any HR Case on each COE table being used (e.g., HR Payroll, Benefits, Total Rewards)
2. Select the "Comments and Work Notes" tab
3. Click on the filter icon beside the first activity in the section
4. Select "Sent/Received Emails" from the activity filter options (it saves automatically)
5. Repeat for your remaining COE tables

When I'm having to make changes for each COE table, I find the easiest way (at least for me) is to go to All HR Cases list view, add the "Task type" field to the list, then group by task type.  I can then expand each grouping one at a time, select the first case, make the change, return the list and go to the next grouping.  This helps me make sure I'm not missing any table.