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Email Service Configuration

This section outlines the recommended general order of configuring email services associated with a particular email address.

Step	Action	Section of this Guide
1	Plan out categorization of email interactions arriving at a particular email address, create the corresponding email services, and configure their general settings.	Services and Campaigns - Properties Tab
2	Assign agent teams to these services. Note that each service will be created with a default service skill that can be assigned automatically to all members of the associated agent teams.	Services and Campaigns - Assignments Tab
3	Create the acknowledgement message that will be sent to customers automatically to confirm receipt of their email inquiries.	Knowledge Base
4	Define all email-specific service settings.	Services and Campaigns - Email Tab
5	Create articles in the knowledge base that will help agents process emails associated with the above services more efficiently.	Knowledge Base
6	Create the mandatory messages that will be automatically inserted above and/or below the main text of every email that is sent to a customer.	Email Header and Footer
7	Specify the number of emails that agents can have in active processing on their desktops simultaneously.	Omni-Channel Routing
8	Make sure the agents who will process email have the privilege Handle email granted to them.	Roles
9	Create an email scenario entry for the given email address and then configure its account settings, default service, and categorization/prioritization rules.	Scenario Entries - Email
10	If within this service you intend to send outbound emails that are not related to any existing cases, configure an outbound email account for this service.	Services and Campaigns - Properties Tab and Scenario Entries - Email

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