1 pts
Agent uses the basic e-mail structure: Subject line, Salutation, Content Signature.
Subject line needs to convey some message and must have meaning.
The correct salutation is used to address the customer.
Opening sets the pace of the email, gives the recipient an idea of the same as well sets the tone
To, CC, BCC are used properly.
The right choice of words and phrases depict a polite and professional tone.