1: Click Admin from the menu.

2: Select Document Library from the drop down list - the Document Library will open.

1: Select where the new document should be filed.

1: Click New from the menu.

2: Select New Template - the New Template window will open.

1: Click the Details tab - the Details window will open.

2: Key in a Description for the letter.

3: Select a Case Type from the drop down list.

4: Mark the document as a Letter and make it visible so that users can see it in the Document Library.

5: Choose a Header and Footer.

6: Untick Email, as this document is a letter.

1: Click Edit Body Of Document - Microsoft Word will open.

1: If required, add merge fields to the letter - click here to see how.

2: Type the body of the letter.

Press CTRL+S to save the letter and then close Microsoft Word.

1: Click OK to close the window and save the data.