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
The contextual sidebar in CSM Agent Workspace gives you
access to information that can help you resolve customer service cases. It includes a
column of icons that you can click to access different types of information. Clicking
the response templates icon shows reusable messages that you can copy and paste into
cases and case tasks.
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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.