View case related emails and respond

As an OSP agent, you can view the list of emails related to a case that is assigned to you. You can respond to a case by emailing stakeholders.

Before you begin

Role required: sn_csm_ocs.ext_agent

Procedure

1. Navigate to All > Outsourced Customer Service > Cases > My Cases.
2. Open a case that you want to respond to.
3. Select Emails related list.
   The list of emails sent earlier if any, is displayed.
4. Select New Email to create an email.
   The recipient fields are pre-filled. You can add additional recipients if required.
5. Enter the body text in the Compose Email window.
6. Select the Attachment icon () if you want to add an attachment to the email.
7. Select Send.