SAP Knowledge Base Article - Public

3356195 - How to Create and View Email Drafts


You would like to understand how to create and view your email drafts for cases.


SAP Service Cloud Version 2.


In order to create an email draft, you can follow the steps below:

  1. Navigate to the Cases work center.
  2. Open any case.
  3. Click on the Send Mail icon on the case header.
  4. On the email editor, for the system to allow the saving of a draft, you need to select the From, To and add a Subject to the email.
  5. Once you compose your email, you can click Save as a Draft.
  6. See the message Draft saved successfully will be displayed.

To view the drafts related to this case, you can click View Drafts. You will notice that it will be highlighted as soon as a new draft is saved.

The system will give the option to use any drafts or delete them.


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