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 Nisarg Kothari (NisargK9)
Tata Consultancy Services

Tata Consultancy Services
IN
NisargK9 Member since 2014 27 posts
Tata Consultancy Services
Posted: Jun 13, 2016
Last activity: Jun 13, 2016
Posted: 13 Jun 2016 9:47 EDT
Last activity: 13 Jun 2016 10:07 EDT
Closed

Incoming Email Reply
How is an incoming email reply linked to an existing case? (Choose One)
Using the email address in the from field in the email header
Using the email address in the Reply-To field in the email header field
Using a unique ID in the Message-ID field in the email header
Using the work object ID in the subject of the email
 
 
The quiz says that option c is the correct answer.
 
But, in the lesson, it is demonstrated that the subject of the reply is used to identify the case to be worked upon.
 
 
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Posted: 8 years ago
Posted: 13 Jun 2016 10:07 EDT
Sandeep Ghosh (Sandeep_Ghosh)
Scotiabank
Lead System Architect
Scotiabank
CA

Hi Nisarg

Incoming email reply linked to an existing case - using unique message id field.

Incoming email reply/action which user took by clicking on the link he got in earlier email (configured using notification details of assignment shape) - It uses the subject that is generated by clicking on the link.

Above question is referring to email based communication (by replying the email directly, not by clicking on any action link)

Regards,

Sandeep

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