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Sams Teach Yourself Microsoft® Dynamics CRM 2011 in 24 Hours by Anne Stanton

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Adding a Workflow to Close a Case

When major functions occur, such as the closing of a case, great opportunities to have the system react with some automation present themselves. Consider, for instance, a need to alert the customer that a case has been closed. The system can generate an e-mail message, using a template that merges information from the service case to create the final e-mail. Figure 18.19 shows an existing e-mail template. Notice that the case number and the title have been included in this e-mail template.

Figure 18.19. An e-mail template.

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Did you Know?: Editing the E-mail Template

You can edit the e-mail template by choosing ...

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