How to Send Emails from a Salesforce.com Case
With the help of an email template or two (or even without), you can send emails from within cases in Salesforce.com Service Cloud by following these steps:
Navigate to the case record from which you want to send an email and click the Send an Email button on the Activity History related list.
If you don’t see the Activity History related list, it’s probably because it doesn’t appear on your page layout.
The Edit Email page appears with the From, To, and Related To fields pre‐populated.
If your organization has Email‐to‐Case, you can also use the Emails related list.
If you’re using an email template, before filling in the Subject or Body fields, click the Select Template button.
A pop‐up appears, with a list of templates that are available to use, as shown. If you’re not using an email template, go to Step 4.Available email templates.
Select the template you want to use.
The Edit Email page refreshes with the Subject and Body populated.
Modify and personalize the email, and then click Send when you’re ready.
The case record reappears with the email logged in your Activity History and Emails related list, if applicable.
Before sending the email, click the Check Spelling button. Professionalism, folks.