Experimenting with ServiceDesk

Here,you'll experiment with a variety of ServiceDesk capabilities.

Using the Email Channel

To experiment with the email channel:

1. If you allow cases to be created by email:
   • Send a message to the support email address configured

   (Don't worry if you don't have a record in the Contacts object. As a system User, you are automatically a "known contact".)

2. If you don't allow cases to be created by email:
   • Return to the agent console
   • Create a case, listing yourself as the customer
   • Add a Note to the message
3. Check your email for the note
4. Respond to the note
5. Go back to the case to see that the note has been added.