In this lecture, we create the Telephony Case Record Type and assign it to the corresponding Support Process.
In this lecture, we create another Case Record Case for Email Cases.
In this lecture we discuss email-to-case and on-demand email-to case. We configure our routing address for on-demand email-to-case. I also refer to the Email-to-Case Help Article, which provides a helpful table to compare and contrast Email to Case to On-Demand Email to Case.
In this lecture, we dive into email templates. I show you how to select an email template from within a case. I then show you how those templates are built and configured by utilizing merge fields.
