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Templated snippets for HR case management

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Templated snippets for HR case management

You can use templated snippets with HR Service Delivery to provide quick and consistent messages to employees. Templated snippets are reusable messages that can be copied to any HR case form that meets the specified conditions, allowing HR agents to resolve cases faster and more efficiently.

HR and templated snippet roles

By default, the following HR roles are assigned the following templated snippet roles.

HR role Templated snippet role
HR administrator


Templated snippet administrator


HR manager


Templated snippet writer


HR case writer


Templated snippet reader


To change the default assignments, see Assigned templated snippet roles for more information.

How to use templated snippets with HR cases

HR administrators and managers can create templated snippets. Each template is associated with an HR table that is an extension of the Task [task] table, and the template can be configured to include variables pulled from that table. You can also specify the conditions that a case must meet for the template to be available for use.

HR case writers can copy templated snippet content to any field on an HR case form that meets the specified conditions.

Example: Escalating payroll discrepancy cases

An enterprise HR organization using the HR Service Delivery application wants to create a templated snippet to use when responding to payroll discrepancy cases that need to be escalated.

A user with the templated snippet writer role, such as an HR manager, can create the template to escalate payroll discrepancy cases. The template can be associated with the HR Payroll Case [sn_hr_core_case_payroll] table, and a condition can be set to filter on cases that match the appropriate HR service called Payroll Discrepancy. In the template body, the text to be used can be provided and variables added, such as the subject person name in the salutation.

After the template is created, users with the templated snippet reader role, such as HR case writers, can copy the template content and use it in their responses to employees when working on payroll discrepancy cases.

Activation information

The templated snippets feature is automatically activated when you activate Case and Knowledge Management. If it is not activated, you can manually activate templated snippets . For information on what components are installed with the feature, see Installed with templated snippets .