The following documentation applies to those who selected the Inbound Specific option for their Case Layout Usage Preference. If you are taking full advantage of the New Comment Page and Timeline, then you should not be using the Answer Customer action. For those using Case Feed to reply to customers instead of the New Comment Page, you can configure the Answer Customer publisher action.

Separate from the standard Email publisher provided by Salesforce, the Answer Customer action provides a variety of configurable settings including support for Case Teams, Automated Template Selection and Automated From Address Selection.

The Answer Customer action can be displayed next to standard publisher actions (Post, File, etc.) or in its own tab section as displayed below.