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Response templates

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Response templates

Response templates (formerly known as templated snippets) are reusable messages that can be copied to any case form that meets the specified conditions. You can use response templates to provide quick and consistent messages to users, allowing agents to resolve cases faster and more efficiently.

Assign response template roles

The roles of response template administrator, writer, and reader are installed when you activate the response templates plugin. Before you begin using response templates, 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 response template administrator role, users with the HR manager role are assigned the response template writer role, and users with the HR case writer role are assigned the response template reader role.

How to use response templates

Response template writers can create response templates. 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.

Response template readers can then copy response template 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 response template 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 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

To use response templates in your application, you must activate response templates. For information on what components are installed with the feature, see Components installed with response templates.

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