Compose an email from a case

As an agent, you can compose emails directly from cases within a ServiceNow instance. This capability helps you view and send emails to two different customers simultaneously which saves time and effort.

Before you begin

Role required: sn_customerservice_agent

About this task

Note:

This task applies to both CSM Configurable Workspace and CSM Agent Workspace.

You can compose large emails easily in a full screen view which opens up in a new tab.

Procedure

1. Open your workspace.
2. Select and open the case for which you want to compose an email.
   The case opens in a new top-level tab.
3. Click the More UI Actions icon and select Compose Email.
   The New Email screen opens in full view in a new sub-tab below the Case tab. The To field is pre-filled with the customer's email id and the Subject field contains the original case number and issue. For more information, see Compose an email.
4. Compose your email and click Send.
   Note:

   You can also click Save to save the email and send it later. These drafts are available in the Draft Emails related list. To access the draft in the email compose tab, click the More UI Actions icon and select View Draft to see the saved draft.

Related tasks

• Compose an email from the ribbon component