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Email templates

Contacts of cases can be emailed directly from the Service Cloud. Each outgoing email is recorded in the case update list. To make sending out emails easier, Service Cloud allows you to create email templates with placeholders.

Each email template has a name and description. They are for internal use. The subject and the body fields are what’s being sent to the contact.

The subject of an email template is a string. The body is a rich text area. The content can be multiple lines, and it allows basic styling, adding links and adding images.

Placeholders

In both the subject and body you can use placeholders. This allows you to easily personalise emails. The following placeholders can be used:

Placeholders for getting data of the case:

  • {{Case.Number}}

  • {{Case.Subject}}

  • {{Case.Status}}

  • {{Case.ContactName}}

  • {{Case.ContactTitle}}

  • {{Case.ContactEmail}}

  • {{Case.ContactPhone}}

  • {{Case.Escalated}}

  • {{Case.Category}}

  • {{Case.CloseDate}}

  • {{Case.Priority}}

  • {{Case.Description}}

  • {{Case.TotalTime}}

  • {{Case.TotalCost}}

Placeholders for getting data of the contact:

  • {{FirstName}}

  • {{LastName}}

  • {{Title}}

  • {{Phone}}

  • {{Email}}

  • {{Twitter}}

  • {{Facebook}}

  • {{LinkedIn}}

  • {{MailingStreet}}

  • {{MailingCity}}

  • {{MailingState}}

  • {{MailingPostalCode}}

  • {{MailingCountry}}

  • {{DoNotCall}}

  • {{HasOptedOutOfEmail}}

Example

Subject: Case: [{{Case.Number}}] “{{Case.Subject}}”

Body:

Dear {{Contact.FirstName}},

We are contacting you with regard to the case “{{Case.Subject}}”.

ADD_REASON_FOR_CONTACT_HERE

Kind regards,

The service team