[Music] new in the Vancouver Family release are enhancements to the overall email experience for agents first let's start with the customer Pat Smith is a customer and is having an issue with her smart cool refrigerator and she can't find anything on the portal in knowledge and and it's a little late in the evening so she decides to send an email and um with that email she does an attachment of the picture and next we have John Jason who is the agent John Jason pulls up Pat's case and here he can see the image as well as the full activity stream of what has happened so far within this case from here he can um compose emails and um look at other information before he decides to resolve he's looked and doesn't really have a way to address this issue so he decides to forward this to his co-workers first um is the capability to either send that from The Details page or directly here from the activity stream John decides to forward that and here you can see the attachment and all the information comes around and he's going to send that to his supervisor Tracy and and team lead Dorothy um from here he ALS he remembers that Tracy is on vacation so he merely drags and drops her email address down as a courtesy to copy and um as asking for some help because this is a new issue that he hasn't seen before attachments will go and the email will be sent with these new enhancements John has the ability to compose emails from The Details page automatically include attachments and drag and drop email addresses next let's take a look at another feature which is the ability to select and choose email templates here John has decided to apply a template and send that to Pat to let her know that her subscription is up for Renewal and finally we can see from an administrative perspective that these new email templates can be created and here you see just an example for the case table and the content you can create the body in HTML overall these enhancements increase agent productivity and increase customer satisfaction