Email
The custom action type Email enables the technicians to select one or more attachments from a Work Order record and send them through an email to the customer.
As an Administrator, you must configure the new custom action of type Email with the required parameters. Apex web service and Salesforce email templates need to be added as parameters in the custom action.
This custom action is accessible to the technicians through the SFM wizard from the Actions menu in the Go app. The technician can use the Email type of custom action from the Action menu to send one or multiple attachments directly from a Work Order record to the customers.
The Email is sent to the customer using the Salesforce Email capabilities. You can use the Standard email method that uses the Salesforce Email API to send the email. To achieve specific business use cases, a custom apex can be written. The Apex class and method name would need to be passed when you configure the Custom Send Email method.
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Prerequisite
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The user must verify the Email Address if you select User Email or Organization-Wide Email Address. The return Emails are failed if the Email Addresses are not verified. You must instruct your users to verify their Email Addresses manually by navigating to their My Email Settings page in their personal account settings, and then clicking Resend Verification Email next to their Email Address. Users must click the link received in the email to verify the Email Address. If the Resend Verification Email option is not available, the return address is already verified.
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To enable the Email feature for your technician, perform the following steps.
2. Add the Email custom action as an SFM wizard in the Work Order object.
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• A standard custom action of type Email is available where the Admin would need to clone the standard custom action, select the required email template and add the cloned custom action in the Wizard. Standard custom action of type Email would use the Standard send email method.
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Use Cases
The following list explains the use cases of the Email functionality from a Work Order record.
• The technician should be able to select one or more documents in the Go app.
• The technician should be able to select one or more images in the Go app.
• The technician should be able to select one or more videos in the Go app.
• The technician should be able to select attachments from the header object in the Go app.
• The technician should be able to send an email without any attachments also in the Go app, for any specific use case.
Reference Topic