Customer service agents can copy content from response templates and add it to cases
and case tasks.
Role required: sn_customerservice_agent with the
sn_templated_snip.template_snippet_reader role
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In CSM Agent Workspace, open a customer service case or case task.
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In the contextual sidebar, click the response templates icon (
) to display a list of templates.
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In the Response Templates side panel, search for a template.
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Select a template and then click Copy to clipboard.
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Paste the template text into the Work notes field or the
Additional comments field.
