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Templated snippets

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Templated snippets

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

Assign templated snippet roles

The roles of templated snippet administrator, writer, and reader are installed when you activate the templated snippets plugin. Before you begin using templated snippets, you must assign these roles to the appropriate roles, groups, or users in your application.

For example, in the HR Service Delivery application, users with the HR administrator role are assigned the templated snippet administrator role, users with the HR manager role are assigned the templated snippet writer role, and users with the HR case writer role are assigned the templated snippet reader role.

How to use templated snippets

Templated snippet writers can create templated snippets. Each template is associated with a table that is an extension of the Task [task] table. 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.

Templated snippet readers can copy templated snippet content to any field on a form that meets the specified conditions.

For example, in the HR Service Delivery application, HR case writers with the response template reader role can copy response template content to any field on an HR case form that meets the specified conditions. See Copy a templated snippet to an HR case for an HR-specific example.

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

To use templated snippet in your application, you must activate templated snippets. For information on what components are installed with the feature, see Installed with templated snippets.

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