How do I compose and send a communication (Letter/Email) using an existing content template as my base in a Service Request?

Help Author

Open the Service Request icon (suitcase icon) from the left navigation menu.
Place a check in the checkbox of the case where you wish to compose/edit letter and then click Case Details icon.
Case details opens, click the Compose button (pencil icon)
The Replying To communication panel opens,
Click the Template icon to view available content templates. For example, your custom letter.
Double click on the template.
Compose content and click Send or Save as a draft.
Click the Send button.
You will be prompted to select if you'd like send the message via Email or Letter (Print on letterhead).
Click the Send button.
Emailed communication will be sent immediately. NOTE: Make sure to populate Subject, Add Attachments, and Preview before sending.
Printed letter communication will prompt you to Download the message. Message downloads as a PDF. You must open the message in Adobe and ensure your print tray options are correct before printing.