CSM Email Good to Know
Email Accounts
- Email accounts enable Users to send email messages directly from within the CSM Desktop Client or Browser Client.
- Create and use email templates when a Send an E-mail Action is added to a One-Step Action or Automation Process. The e-mail template allows Users to insert standard text, Expressions, system functions, and variables.
- Global e-mail accounts can be used to:
- Send e-mails from within CSM (with E-mail security rights).
- Monitor incoming e-mails using an E-mail Monitor.
- Set up multiple global e-mail accounts in CSM Administrator.
Global e-mail accounts are accessed and configured from the E-mail and Event Monitoring category in CSM Administrator (click Edit E-mail Accounts and Settings).
- Personal e-mail accounts can be used to send e-mail from the CSM Desktop Client or Browser Client. Personal e-mail accounts are accessed and configured from the E-mail Options window in the CSM Desktop Client (Tools>Options>E-mail page).
- The e-mail options defined when a global e-mail account is configured are set as defaults. Users can customize the defaults with their own personal e-mail settings (if they have security rights).
- The options for sending e-mail from the Portal vary depending on how the administrator configured the Portal Actions.
Conversation IDs
Conversation IDs are the most reliable way
CSM uses to ensure that e-mails are associated with the correct records.
For this reason, it is important not to delete Conversation IDs from e-mail
messages.
- When Users set up a CSM e-mail account or configure the Outlook® Integration, they can choose to have Conversation IDs inserted into outgoing e-mail messages.
- When a monitored account receives a reply to this e-mail, the E-mail and Event Monitor can use the Conversation ID to associate the e-mail with the appropriate record.
- The Outlook® Add-In also uses Conversation IDs to associate e-mails with records.