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Contact Centre staff need to be able to quickly respond to customer enquiries by sending standardised emails with standardised answers and associated attachments.
What I have done:
How I am trying to use it:
I also need to have a similar process for Opportunities
The search on article seems pretty flaky
* Selecting the email template does insert the subject (standard text in the template) BUT it does not insert any mail merge text or standard text into the details/content of the email. I.e. the template does not work!
* The attachments (attached to the template email) are also not automatically attached to the email.
** The article text is inserted into the body of the email but the attachments (attached to the article) are not automatically attached to the email.
What have I done wrong?
What else do I need to do / other suggestions do you have to meet the business requirement?
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