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The application supports the following default correspondence types: From, To, CC, BCC.
You cannot edit the correspondence types, but you can set the order in which the application displays the correspondence types in its menus.
If the case database contains custom correspondence types, administrators can update these types in the same way as a people and organizations record. For more information, see Work with people and organizations. The application applies the changes to the entire database.
Use the following procedure to change the order in which the application displays the correspondence types in its menus.
1.On the Case Home page, under Case Setup, click Correspondence Types.
2.In the Order column, click an existing number.
3.Type a new display order number, and then click outside the box. Or, hover over a correspondence type and then drag the handle to move the correspondence type up or down.