I am working on the on service cloud so it is very important for our agents to send email from case and they always use it to send emails.
For that I have created email action and added this to chatter. Upto here it is fine. But, The agents wants to send the emails to Contacts. I have set the predefine values of "ToAddress" to this formula:
IF( Case.ContactEmail != Null, Case.ContactEmail, Case.SuppliedEmail )
But, I observed that salesforce takes the
case.SuppliedEmail even if there is contact linked to Case.
Can you please suggest me workaround for this standard behaviour of salesforce.
Much Thank in Advance!!