Email Recommendation

Overview

This skill generates professional, contextually appropriate email response drafts for Customer Service Management (CSM) cases. It helps you:

• Analyze the full case context, including issue description, category, priority, and current state
• Review the email communication history to maintain conversation continuity
• Search the knowledge base for relevant solutions and reference materials
• Assess customer sentiment from previous communications to calibrate tone
• Generate templated or custom email drafts with appropriate structure, empathy, and resolution content
• Provide multiple response variations for different scenarios (acknowledgment, update, resolution, escalation)

When to use: When a CSM agent needs to compose a professional email response to a customer inquiry, provide a status update, share a resolution, or handle an escalation via email.

Prerequisites

• Roles: sn_customerservice_agent, sn_customerservice_manager, or csm_admin
• Access: Read access to sn_customerservice_case, sys_email, kb_knowledge, sys_journal_field, customer_account, customer_contact, and sn_customerservice_sla tables