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NN44400-114 Contact Center Agent Desktop 2 December 2010 73
E-mail
1 Select the name from the To, Cc, or Bcc field, and then press Delete on your
keyboard.
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Creating a template response
Create and store your own templates to use predefined messages or responses
to typical customer queries. You can use part of all of the template text as your
e-mail response.
Procedure steps
Step Action
1 Create the response message in a text editor, such as Notepad.
2 Click Save As.
3 Name the file using a descriptive name and ensure that the file name has a .txt
extension (for example, WarrantyURL.txt).
4 Navigate to the folder in which to store the template response file.
5 Save the file.
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Defining your default template folder
Define the location of the default template folder to use if you want to use a
template in an e-mail response.
Procedure steps
Step Action
1 On the Top bar, click User Preferences.
2 Select the Preferences tab.
3 In the Default Template Location box, type the complete path to the template
folder or click Change to select a new folder location.
4 Click Save.
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