EMAIL

Quick Steps for Using Analyze Case

Now that you’ve seen it in action, use these steps as a quick reference while you work in Dynamics. Click each step for more information.

1 Open the Case.

2 Review the Panel.

3 Validate the AI Response.

4 Reply to the Email.

5 Send the Email.

6 Resolve the Case.

Save & Close the Case

Click Resolve Case.

Selecting an appropriate wrap-up code and using Save & Close must always happen, whether the interaction is inbound or outbound. Choose the Wrap-Up Code – Select the appropriate code from the dropdown menu. Picking the correct code (or the one closest to the reason the customer contacted us) helps track trends and improves reporting. Review Article KA-03466 for Wrap-Up Code descriptions. Click Save & Close, if the email requires no further action.

Steps to Send an Outbound Email 01 Open a New Case Click Cases → New Case.

02 Enterformation Case Title, Customer, Brand, Brand Mailbox Ensure the correct brand and outbound mailbox are selected

03Save the Case Click Save → Case Number populates automatically.

04 Compose Your Email Click + Icon → Email

05 Draft Your Email Add Subject: [Brand Name] [Order Number] Use templates if needed (Insert Template) Start composing; your signature is pre-filled

06 Review and Send Proofread for accuracy and clarity. Click Send.

07 Resolve and Close Click Resolve Case → Choose wrap-up code (Always select the correct wrap-up code.) → Click Save & Close.

Formatting Email formatting can be organized into three basic parts:

Phrasing → Use concise, clear language throughout the email.

Indenting → Keep paragraphs left-aligned; do not indent.

Indenting → See example on right.

Add 2 spaces between the greeting and header.

Add 1 space between the header and body.

Add 1 space between the body and footer.

Add 1 space between the footer and signature.

Add 1 space between “Sincerely” and your name.