Email templates now record usage when sent from the Lightning email composer on cases, so the Last Used Date and Times Used fields stay accurate for service templates.
Where
Email template records, when templates are used in the Lightning email composer on cases.
How
No setup is required. When an agent inserts and sends a template from the case email composer, the template's Last Used Date and Times Used fields update automatically.
Why
Without usage tracking from the case composer, admins could not tell which service templates were actually being used. Accurate usage data makes it easier to retire dead templates and promote effective ones.
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