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 creating a new email and sending it to the stakeholders of the case.

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 you want to respond to.
3. Click Emails related list.
   The list of emails sent earlier if any, are displayed.
4. Click New Email to create a new 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. Click the Attachment icon () if you want to add an attachment to the email.
7. Click Send.