Scenario

Show the Customer Address field on Case record so that it can be used in Email Templates or in System Email Templates. To resolve, a custom CRM field shall be created to show the address from Customer record on Case record. Afterwards, the field is added to the templates.

Solution

1. Create Custom CRM Field
   1. Navigate to Customization > Lists, Records, & Fields > CRM Fields > New
   2. Label: Enter Label
      Example: Customer Address Information
   3. ID: Enter custeventCustomerAddressInformation
   4. Type: Select Text Area
   5. Store Value: Remove Checkmark
   6. Click Applies To
   7. Case: Enter Checkmark
   8. Click Sourcing & Filtering
   9. Source List: Select Company
   10. Source From: Select Address
   11. Click Save & Apply to Forms
   12. Preferred forms: Enter Checkmark
       Note: This adds the field to the desired custom Case forms.
   13. Click Save
2. Update Email Template
   1. Navigate to Lists > Support > Cases
   2. Any Case record: Click View
   3. Click Communication
   4. Click Messages
   5. Click Email
   6. Email Message:
      1. Click Message
      2. Message: Enter ${case.custeventcusteventCustomerAddressInformation}
   7. Click Merge & Send