Hello all,

We have a custom process wherein when we convert/create a service case en email goes out to the customer. The ask is to implement a process where the user is prompted to select which email address the email should go out from. And also use a different template depending on the selection.

Is this possible in CRM on-prem. Please refer to any link/article I can read up on and make this change.

P.S. I am a complete newbie so please do not mind what maybe a basic question.

Regards & TIA