Corteza One

Basics

One is the heart of Corteza’s user interface and the point of entry to the system for every user. It’s a modern, web-based unified workspace which helps you to be more comfortable and productive in your daily working life.

Some of the major benefits of using One include:
  • A familiar, intuitive user experience for accessing your essential applications.

  • Open multiple applications side by side.

  • Open multiple pages from the same application side by side.

  • Collaborate using several applications simultaneously.

  • Resize application screens depending on their importance to the task at hand.

  • Work seamlessly between desktop and mobile devices.

Tabs

A Tab is your point of access to any application in the application menu. Tabs in One work just like browser tabs. To open a new Tab, click on the plus sign (+) at the end of open Tabs. At least two Tabs (Messaging and CRM applications) are open by default when you first log into Corteza One.

Application Menu

The Application Menu lists the applications available to you as a user to open. It is accessed by clicking on a plus sign (+) at the end of open Tabs.

When the cursor is “rolled over” any application, the user is presented with two options:

  • Open in Corteza Tab which opens the application in the One workspace.

  • Open in New Window which opens the application in an external browser window.

Once you have selected the first of the two options, you will be redirected automatically to the main One interface with application you have selected open in the Tab.

Panels

Panels allows you to split your screen into a maximum of 4 sub panels. To open a new panel, click on the “4 Square” icon on the top right corner of your screen.

After a click on the "4 Square" icon, you’ll access a right sidebar when you can define where you would like to open your next application.

Use cases:
  • By default, the first application is open in the 1st Row and in the 1st Column (Row 1 Column 1)

  • If you decide to split your screen vertically, you will mark additional checkbox in Row 1 Column 2.

  • If you decide to split your screen horizontally, you will mark additional checkbox in Row 2 Column 1.

Slider

When you have at least two panels enabled, you’Ll notice a Slider which is a yellow toggle at the cross-section of open the open Panels. The Slider allows a user to dynamically resize the relationship between open Panels to suit the users visual and practical requirements.

Profile Settings

Profile Settings can be accessed by clicking on the Person icon in the top right hand corner of the screen, directly to the left of the 4 Square icon.

The Corteza Profile Settings allows users to:

  • View User Details (Email, Full Name, Nickname)

  • Change Password

To change password, the user must enter the existing password, then enter the new password followed by one last confirmation entry of the new password.

To return back to Corteza default screen, click on the Corteza logo on the top.

Corteza Messaging

Basics

Corteza Messaging is a modern, private, secure messaging system which integrates seamlessly with Corteza One, Corteza CRM and Corteza Low Code. Its design is inspired by Slack, a popular cloud service.

Some of the major benefits of using Corteza Messaging include:
  • Public or Private Channels for Team-based chat

  • Keep project communications in one place

  • Direct Messages to anyone in your team

  • File sharing in any channel

  • Reduce confusing clutter caused by long email chains

The basic structure of the Messaging app:
  • Left sidebar showing list of available channels

  • Main middle screen for list of messages and uploaded files in the channel

  • Right sidebar for Messaging threads and channel specific actions

Channels

Channels are used to organise your conversations. A channel is a single place to share messages and upload files. List of available channels is located on the left sidebar of the interface.

Channel Types

There are three different types of channels:

  • Public Channels

  • Private Channels

  • Direct Messages

Public channels are open to everyone who is signed up to Messaging. They are identified with a hashtag icon (“#”). Click on “Browse all Channels” at the bottom of the Public Channels list or press "CTRL/CMD + K" to search the full list of Public Channels available

Private channels are for discussions that are limited to only selected team members. Private Channels are identified by a lock icon.

Direct messages are discussions between two or more people. There is no channel name, only the names of the individuals. The Direct Message discussion is only visible to the people involved.Direct Messages are identified by the presence icon. If the presence icon is block green, then all members of the Direct Message discussion are online. If the presence icon has a green perimeter only, then only one or some of the members of the discussion are online. If the presence icon is grey, then no-one is available in the discussion.

Dealing with Channels

How to create a new channel:

Click on plus icon (+) next to "Public channel", "Private channel" or "Direct messages" section titles. Fullfill the form, add members and click on "Create" button.

How to join a channel:

Choose a channel you want to join and click on the "Join channel" button on the very bottom (covering the Messaging input).

How to hide a channel:

Any channel can be hidden from interface by hovering the cursor over the channel name and clicking on the “x” next to the channel name. Removing the channel from the user interface does not delete the channel for you or for any other user.

Channel Controls

The Channel controls for any individual channel are in the top right corner of each open channel. Click on the control icon (three vertical dots) to see the following options:

  • Member List:

    • View existing members

    • Remove members

    • Add new members

  • Edit Channel:

    • Change Channel name and topic

    • Mark channel as featured (so it’s always visible in the Channel list)

    • Remove channel members

    • Archive or Delete a channel

  • Pin Channel:

    • Add this Channel to the top of the Channel list in the left sidebar

  • Hide Channel:

    • Hide Channel name from the Channel list in the left sidebar

  • Ignore Channel

    • Stop receiving notifications for this Channel

  • Remove Channel Flag

    • Applicable only if one of the 3 options above are in use (Pin/Hide/Ignore Channel)

  • Bookmarked Messages

    • View list of all Bookmarked Messages in the right sidebar

  • Pinned Messages

    • View list of Pinned Messages in the selected Channel in the right sidebar

  • Leave Channel

    • Au Revoir!

Messages

Corteza makes Messaging your colleagues intuitive and user friendly.

Dealing with Messages

How to send a message:
  1. Enter a message into the message bar at the very bottom of the screen

  2. Hit "Enter"

How to edit a message:
  1. Hover over the message with the cursor and click on the plus (“+”) sign that appears at the end of the message.

  2. Select “edit message”. This method works for all your messages

  3. Alternatively, while you’re in the message bar, hit the Page Up key and edit a message. This method only works for your most recent inputted message.

How to delete a message:
  1. Hover over the message with the cursor and click on the plus (“+”) sign that appears at the end of the message.

  2. Select “delete message”.

How to reply to a individual message:
  1. Hover over the message with the cursor and click on the speech bubble icon that appears at the end of the message.

Replying to a message opens a side bar on the right of the screen called a message “Thread”. The unread message count in a thread appear in red underneath the original message.

Reactions
How to add an emoticon reaction:
  1. Hover over the message with the cursor and click on the emoticon (smiley) icon that appears at the end of the message.

  2. Click on the sign and choose from the emoticon menu presented.

User Mentions
How to mention another user:
  1. Type the “@” sign and a user list will appear.

  2. Continue typing the first letters of the name of that person beside the “@” sign (with no spaces) and the list will reduce alphabetically to the name of the individual you wish to mention.

  3. Hit ENTER when you wish to select the user.

The mentioned user gets sent a notification from you when they are mentioned.

Unread Messages

The number of unread messages in a channel appears beside the channel name in the left sidebar.

Bubble icon instead of number indicates you have unread messages in one of the threads inside the channel.

To mark messages as read click on "Mark as read" button on the bottom right corner.

Bookmarks and Pins

How to bookmark a message:
  • Hover over the message with the cursor and click on the bookmark icon that appears at the end of the message.

Bookmarked messages are visible only to you.

How to overview bookmarked messages:
  • To view your bookmarked messages in any channel, select the channel controls in the top right hand corner (three vertical dots) and select “Bookmarked Messages”.

Bookmarked messages are highlighted with a green vertical bar on the right of the message in any channel.

How to pin a message:
  • Hover over the message with the cursor and click on the pin icon that appears at the end of the message.

Pinned messages are visible in the right sidebar to every member of the channel.

How to overview pinned messages:
  • To view your pinned messages in any channel, select the channel controls in the top right hand corner (three vertical dots) and select “Pinned Messages”.

Pinned messages are highlighted with a yellow vertical bar on the right of the message in any channel.

File Upload

You can upload files and share them with other members of the channel. To upload the file click on the plus icon (+) in the left corner of the Messaging input and select the file or simply drag and drop the file to the channel.

Maximum file size can be set in the Admin panel.

Markdown Support

For rich message formatting, Corteza supports Markdown inputs. A Markdown cheat sheet can be found here.

Emoji Support

To add emoji to your message, click on the smiley face icon in the bottom right corner to open the emoji menu. Use the icons at the top to browse categories, or start typing to search. Click on the chosen emoji to add it to your message.

Video Conference

Part of Corteza is an open-source video conferencing tool Jitsi.

Starting a video call

To start a call open a new tab (instructions: [tabs]) and select "Jitsi video" among the available applications.

Select one of the existing channels and click on "Join" button or create a new room and click on "Create" button.

To invite other members tell them which room to join or copy a direct link to the meeting from the box in the bottom right corner.

Sharing a screen

While you’re inside Jitsi video conference screen you can select an option to share a screen on the bottom left corner (screen icon). Select if you’d like to share the entire screen, application window or Chrome Tab only.

To stop sharing a screen click on "Stop Sharing" button on the bottom.

Shortcuts

List of available keyboard shortcuts to use during the video conference:

  • F: Show or hide video thumbnails

  • M: Mute or unmute your microphone

  • V: Start or stop your camera

  • A: Manage call quality

  • D: Switch between camera and screen sharing

  • S: View or exit full screen

  • Space: Push to talk

CRM

What is Corteza CRM?

Corteza CRM is a highly flexible, scalable and open source Customer Relationship Management solution.

Some of the major benefits of using Corteza CRM include:
  • Sell faster

  • Provide better service

  • Get a 360 degree overview of your customers

  • Quickly access the information you need

  • Increase efficiency with workflows

  • Obtain key insights that help you to control your business

Home

On the default home page by default a calendar block is shown, in which all your events and tasks are shown. You can zoom in to see a week and a day view.

Other blocks are several charts and two lists: new leads and open opportunities.

Main menu

The menu in the CRM is showing all the list pages a logged in person has access to.

List pages

List pages have two functions. They can show filtered and/or ordered list of records (such as a list of leads) or they can act as dashboards. Record lists of records are sortable and searchable, allowing you to quickly find the record you need. To enter a record, you can click a row. To edit the record directly, hit the edit button.

Record pages

A record page is the detailed view of one single record, such as a single lead or account. By default these pages open in “viewing mode”, allowing you to see the “record data” like first name, last name etc.

Other blocks on record pages include “social media” blocks (for example, all tweets for the account linked to the record), “automation” blocks (with automation buttons such as “Convert the lead” or “Create Quote”) and “related records” blocks (all contacts or opportunities in a account).

The record page allows to add a related record directly from a “related records” block, by selecting the “+ Add a record” at the beginning of the list. Like this you can add events and tasks to leads, contacts to accounts, etc. There are some blocks where this option is deactivated, such as with the “Create new opportunity” in an account, because this is done via a automation rule.

At the bottom of the record page is a set of buttons that let you:

  • Go back (return to the last page)

  • Delete the record (this deletes the current record)

  • Add a new record

  • Edit the record (this opens the exact same page, but in field editing mode)

Leads

A lead is an individual who might become your customer, but currently isn’t. Another word for a lead is a prospect. Leads are usually converted to accounts, contacts and opportunities.

When the leads are enters the CRM, it needs to be qualified. The rating field is particularly helpful to see if a lead is a potential customer or not.

When a lead shows commercial interest, such a a request for pricing, and the lead’s location matches the region your business targets, this lead is should be considered a 5 star lead. A 3 star lead can be a lead that did an online demo and nothing more, and a 0 or 1 star lead can be a lead that contacted the company for anything but one of your products or services.

The typical process is that a sales person follows up on the lead. The related record blocks “notes” (for any note), “events” (for example a scheduled online demo) and “tasks” (for example “send price list via email” or “call back”) are helpful here.

Leads can be part of a campaign. More info about campaigns can be found in the [campaigns] chapter.

When the sales person has made contact with the lead, and there is a sales opportunity here, the sales person should convert the lead. There are two automation buttons on the top right. One will convert the lead in to an account + contact, and the other one, if there is already more info about the potential opportunity, will create an account + contact + opportunity.

My Leads

My Leads is a sub page of leads, showing only the leads owned by you.

All New Leads

All New Leads is a sub page of leads, showing all leads with the status “New”.

Accounts

In accounts you store information about your customers. Accounts are companies that you’re doing business with, and contacts are the people who work in them.

An account can have multiple contacts, and by default the lead that was converted in to an account + contact in the Leads module is set as “Primary contact for account”. This means that the data of this contact will be used for Quote generation.

The modules related to accounts are:

  • Contacts

  • Opportunities

  • Entitlements

  • Contracts

  • Cases

  • Tasks

  • Events

  • Related events

  • Notes

The most important action in an account is creating opportunities. This can be done easily with the automation button “Generate new opportunity”, which maps all relevant account data directly to the new opportunity.

Opportunities

Opportunities are associated with revenue. When you generate an opportunity from an account (or directly from converting a lead) this means that you uncovered a potential future sale.

Every opportunity needs a name, which needs to be added manually. It’s important that others understand what the opportunity contains by simply looking at the name. So, an opportunity name like “300 licenses” is clear.

By default the close date is set to one month after opportunity creation date, but this date can easily be modified.

To qualify a lead it useful to figure out the following data:

  • Budget (Check if there is actually a budget)

  • Authority (Check if you are talking to or being able to get through to the decision makers)

  • Need (Check if there is actually a need for the product / service)

  • Timeline (Check by when the product / service needs to be delivered or implemented, and if this time line makes sense)

  • Competition (Check who you are competing with)

In order to get a good idea of the stage the opportunity is in, you need to use the “stage” field. By default, it’s set to “Qualification”. Once correctly qualified, you can move it to “Proposal” (or to “Need Analysis”, if more analysis is needed. Following steps are “Negotiation”, followed by “Closed Won” or “Closed Lost”.

Quotes

This module shows the list of all quotes. For details on easy quote generation, please check the [opportunities] module documentation.

Products

In this module you manage all products (or services) your company sells.

In each product you can define the main details (such as name or product code) and add pricing per price book, allowing you to have different pricing for different types of companies or regions.

The details view of products also shows the related cases.

Price Books

In this module you can add all the price books your business may have. They allow you to have different pricing for the same product, divided by sector, geographical area etc.

Information on how to apply price books can by found in the Opportunity chapter.

Cases

Cases is a simplified case management tool, linked to accounts, contacts, products or even other cases.

You can set who is part of the case, and what role the have, in the “Case Contact Roles”, and you can track progress with the case description fields and notes, events and tasks blocks.

Campaigns

A campaign is a marketing project that you want to plan, manage, and track within the CRM. It can be a newsletter, seminar, conference, or other type of marketing initiative.

Campaign members are leads or contacts that entered the CRM via that campaign, and the opportunities related to them are generated opportunities. These opportunities allow you to check the ROI of the campaign, when you compare the costs to the value won in opportunities.

Tasks

Tasks in the CRM are actions that needs to be completed by yourself or another user. You can use them to manage daily work tasks.

Events

Events help the sales person to organise their meetings and appointments. They have a start and end time and a location.

Events are shown in the calendar on the home page of the CRM.

Dashboards

Dashboards help you to visually understand changing business conditions so you can make decisions based on the real-time data of your CRM. Different type of charts are supported, and you can insert other rich element, such as Twitter feeds or filtered lists of records.

Service Cloud

Cases

The main module of Service Cloud is cases: the place where the customer’s issues are captured and handled. Each case has an automatically generated case number, which starts with "ticket#" followed by the date-time. An example case number is: ticket#20191025094353420 (the date can be read as: 2019-10-25 09:43:53:420).

The case subject is used in list throughout the application, so it needs to be short and clear.

On the left, the block "Case Description" contains the status, category, a long description, the priority, related product and, if closed, the solition and close date. On the right, the block "Case Details" contain data about who owns the case, the source and the total time and cost. At the bottom, there are areas for related attachments and the knowledge base, which allows you to quickly find related knowledge base items.

At the center of the page is the "Updates" block. Each update on the case is added to this list, giving a clear overview of each action related to the case. Actions such as calls or emails can be inserted by clicking on the "Add update to this case" button, while the status change updates are recorded automatically upon changing the status of the case.

The tipical flow for using this module is:
  1. A call/email from a client comes in. The client as an issue.

  2. The service agent checks the account of the client and sees in the entitlements if the client is entitled to support

  3. If the client is entitled to support, a new case is created, directly from the account page.

  4. The sales agent inserts the subject, description and priority, and optionally selects the category (which is "Problem" by default), related product and contact. Other fields, such as the case number and status, are inserted automatically.

    The case owner is, by default, the person that creates the case.

    If this needs to be someone else, the case creator can simple select the correct agent there.

  5. After that, the agent that has the case assigned can work on the case, contact the client, insert updates, etc.

Accounts

In Service Cloud accounts give a 360 degree overview of companies you are doing business with. It shows the following related data:

  • Cases

    A list of all cases related to the account, ordered by creation date

  • Entitlements

    The list of entitlements to products / services, ordered by end date

  • Contacts

    All contacts related to the account

The most important action in an account is creating cases. This can be done easily with the "add new record” button on top of the cases list.

Contacts

This page gives a 360 degree overview of a single contact. It shows contact data, related cases and all emails sent.

Contact data

Each account can have one or multiple contacts. They are identified by name and email, which is found under "Personal Data". Other optional personal fields include title, phone number and social media profiles. The Twitter field automatically populates the Twitter feed on the right.

The "Contact Address" block contains the account name and address, and the "Other Information" shows the contact owner (an agent), Do Not Call and Email Opt Out values and an optional long description. The sales agent has to check if an contact has opted out for calls and emails before contacting.

The "Cases related to this Contact" block shows all cases where the contact is selected in the "Case Details" block. The list shows a summary of each case (case number, status, priority, subject, time, cost and creation date) and it’s ordered by date. The list is searchable and filterable, and allows adding new case records.

When using the "+Add new record" button to create a new case for this contact, the contact field in the "Case Details" block is automatically populated.

Emails

All emails sent to a contact are shown in chronological order in this list. The content of the email is shown directly in the list.

Entitlements

Entitlements are types of customer support, such as “Phone support” or “Email support”. You can set up entitlements in Service Cloud to help support agents determine whether a customer is eligible for support or not.

Entitlements are always related to an account and a product, and they normally have a start and end date. For example: company Green Global has acquired a software license and this entitles them to receive phone support for one year.

To facilitate the use of this module, multiple values are inserted automatically, thanks to the option of selecting an entitlement template for a product.

Products

In Service Cloud you can link a case to a product. This enables you to have a complete overview of how much service is provided for a certain product or product family. A product can be a physical product or a service.

Default fields in this module are the product code, name, category and description. You can set the entitlement template, allowing you to easily set entitlements for clients. Optionally, you can set a product photo and attach files (such as manuals).

Total time and cost

An important block is "Cases Totals". Here are calculated values that show how much support have been given to the product. The first value is time: how many hours. The second value is cost: how much money. This allows you to easily detect products that are requiring to much support, and you can act on it accordingly.

The "Entitlements for this product" block shows all customers that are entitled to support for this product. More info about entitlements can be found in the "Entitlements" and "Entitlement templates" chapters.

The product page shows a list of all cases where the product was selected. It allows you to quickly access any related case, and it gives a good overview of the status of the cases related to the product.

This block is perfect for service agents to quickly find information about the product. It’s a filtered list of only items that are related.

Entitlement templates

A product or service normally comes with a entitlement to support. For example, a software license may allow the client to contact you by phone when they have issues or questions. Or, when you sell hardware, you may need to offer a period of guarantee, allowing the client to contact you when the product breaks within that period.

For most products and services the entitlements will be the same, so that’s why Service Cloud offers a templates module. After creating an entitlement template, you can select it in a product. Then, when a customer acquires that product, the template will be used to prefill data such at type of entitlement and end date.

Knowledge base (KB)

To solve cases faster agents have access to a Knowledge Base (KB), either directly from within a case record, or in the Knowledge Base module.

Each KB item has an autogenerated ID, type (Solution, FAQ, Tutorial, General), title, content at category. Optionally, it can be linked to a certain product, and have files attached.

To help maintaining the quality of the KB items, Service Cloud offer the possibility to mark items as "New", "Pending Review", "Accepted", "Obsolete" or "Duplicate".

Cases with this KB Item as Solution

In a solved case you an set which KB item was used as solution (if this was the case). This gives insights in what type of KB items are most used to solve cases, and which ones are not. It also allows other service agents to easier find the correct KB item for cases they are working on, looking at previously solved similar cases.

Departments

Companies have different departments and different departments have different costs. One hour support by the service department is simply not the same as one hour support by R&D. To manage this, Service Cloud has a department module, where you can set the hourly price.

The hourly price is applied to a case update, and the total price of the case is calculated on the sum of case updates. This allows multiple departments to be involved in a single case.

When you enter the page with the lists of departments, you are presented with an overview of all total time spent and total costs, with additional charts on the right. This allows you to quickly detect what department has the heaviest load, and which department has the most impact with regard to costs.

Entering a department record you can see, and edit, the department name, the price per hour and the list of employees. Employees are users in Corteza. Other fields, such as total time and total cost, are calculated automatically.

On the bottom is a list of case updates related to the department. It gives a good overview af all work done. The list is ordered by date, and you can order and filter to see for example the updates that took most time or costed the most. You can enter the case update by clicking on the row, or you can enter the case directly by clicking on the case title at the beginning.

Note: if you change the hourly cost of an department all new case updates will use that hourly rate. Previously created case updates won’t de recalculated, unless they are edited.

Dashboards

Dashboards in Service Cloud give a good overview of the current status of your cases in one glimpse.

Charts:
  • New cases per month

  • Number of active entitlements

  • Knowledge base articles per type

  • Closed cases per month

  • Average time spent per case (in hours)

  • Total time spent per month (in hours)

  • Total cost per case category (in $)

  • Total cost per month (in $)

  • Case updates per type

  • Total time spent per category (in hours)

  • Cases by status

  • Total time spent per account (in hours)

  • Total costs per account (in $)

  • Time spent per product family (in hours)

  • Total costs per product family (in $)

  • Total time spent per department (in hours)

  • Total cost per department (in $)

  • KB articles created per day

Service Cloud is configurable, allowing you to create new charts and new dashboards.

Settings

In the settings page you can set multiple values that are used within Service Cloud as default values. You will need to enter this page when you have just installed Corteza and wish to use Service Cloud.

Settings fields:
  • Next number for a KB item

  • Default cost per hour

  • Default department for new ticket

  • Default time for a case update

  • Default support channel id

  • Default case link

  • Default case email template

Steps to follow just installed Corteza Service Cloud

  1. When you start using Service Cloud, you first need to enter the "Settings" module.

    This is done by selecting the Settings item in the main menu.

  2. By default there is one line , and you need to click on the "Edit the record" button on the right.

  3. Select the default department

    This is used in cases

  4. Optional: insert a support channel id.

    In this channel case updates will be inserted. .. Go to Messaging .. If you don’t have a channel yet where you want to show Service Cloud updates, create the channel with the (+) button. .. Get the id of the channel.

    + This can be done by hovering with the mouse over the channel name in the list of channels.

    + For example: 117587018585788420

  5. Insert the default case link.

    This will allow clickable links to cases from emails and messages in the channel.

    1. To find the link, go to the admin panel.

    2. Select “Pages”

    3. Copy the link under the “view” icon of the page: Record page for module “Case”. Normally the view icon opens the page, but we are interested in retrieving the exact location.

    4. The record page of a case is opened.

      You will need to copy "https://LINK-TO-YOUR-INSTANCE/compose/ns/service-cloud/pages/117582846914252804/record" (so, everything except the last "/" and number), and paste it in the Default case link field.

  6. And, the last step is to select the default case email template.

Other values are inserted with default values, and you can change them if you like.

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