Is it possible to send replies to customer queries from the Cases module?

            No, you cannot send replies to customer queries from the Cases module by default. However, you can create a custom email field for the Cases module and create a custom button to trigger the email.

            Here's how you can create a Custom button in the Cases module for sending emails

            1. Click on Setup > Customization > Modules.
            2. Select Cases > Create Your Button > Links and Buttons.
            3. Specify the button name and select View Page.
            4. Invoke a URL, copy and paste it in the Construct your URL section.
            5. In the Construct your URL section, choose the profiles where you would like to see the buttons.

            Learn more about Creating Custom Buttons
            Updated: 16 Aug 2017 04:34 AM
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