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Response templates for HR case management

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Response templates for HR case management

You can use response templates with HR Service Delivery to provide quick and consistent messages to employees. Response templates (formerly known as 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 response template roles

By default, the following HR roles are assigned the following response template roles.

HR role Response template role
HR administrator


Response template administrator


HR manager


Response template writer


HR case writer


Response template reader


To change the default assignments, see Assign response template roles for more information.

How to use response templates with HR cases

HR administrators and managers can create response templates. 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 then copy response templates 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 template to use when responding to payroll discrepancy cases that need to be escalated.

A user with the response template 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 response template 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 response templates feature is automatically activated when you activate Case and Knowledge Management. If it is not activated, you can manually activate response templates . For information on what components are installed with the feature, see Components installed with response templates.