Preview an email from the Emails related list

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:

• Customizing your workspace with declarative actions
• Create a form action button
• Declarative actions glossary

Procedure

1. Open CSM Configurable Workspace.
2. Select and open a case.
   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 details.

   

5. Select Reply or Reply All to reply to the message you’re viewing or select Forward to forward the email.