email-notifications-for-opportunities-and-cases

Maximizer can send emails to customers; partners; and users when the status of customer service cases or opportunities changes.

Maximizer includes default notification messages that are sent to users. You can also create custom email notification templates in the desktop version of Administrator. In Maximizer Web Access Administrator; you can assign email templates for customer service actions; such as creating a customer service case. Each action can also have separate templates sent to customers/partners and to users.

Maximizer sends email messages to customers; and users when you create; assign; escalate; or resolve customer service cases. You can configure the email notifications in the Notification tab of the Customer Service preferences in Administrator.

You can choose to send notifications automatically to Address Book entries when cases are first created. For the other customer notification templates; users have the option to send the notification while performing the specified actions in Maximizer. You also have the option to send a copy of the email message to the partners when notifying customers. User notification email messages are sent to the users identified in the Owner and Assigned To fields for the case.

You can also create default case and opportunity monitoring lists in Administrator. Email messages are sent to users when cases or opportunities are modified. Users can specify what changes to receive notifications for in their preferences. Users can also assign monitors to specific cases and opportunities.

If you are using case or opportunity notification in Maximizer Web Access; you must specify an email address for MASTER. Select File > Manage Users; select MASTER from the list of users; and click Properties. Enter an email address on the General tab of the Properties dialog box.

To assign email notification templates to cases

1. In the left pane; under Preferences; click Customer Service.
2. Select the Notification tab.
3. lick Modify.
4. In either the Customer Template or User Template column; locate the row for the action; and click the + icon at the right side of the cell.
5. You can also click the x icon to remove the selected template from the action. The Email Notification Template Library opens.
6. Select an existing template from the list and click Save. The template is now associated with the action name for customers or users.
7. Click Save to save the changes.

To set default Opportunity/Case monitoring lists

1. In the left pane; under Preferences; click Opportunities or Customer Service.
2. Select the Monitoring tab. The current list of users assigned for monitoring is displayed.
3. Click Select users for opportunity/case monitoring.
4. In the Available Users list; select users to add to the list and clear the selection beside users to remove from the list.
5. Click Save to save the changes.