Resolve cases or support issues faster and more efficiently with response templates.
Response templates (formerly known as templated snippets) are reusable messages that can be
copied to case or task forms to provide quick and consistent messages to users, or to display
standard chat response messages to requesters in Agent Chat.
Assign response template roles
The following roles are installed when you activate the response templates plugin.
| Response template role |
Description |
| Response template
administrator [sn_templated_snip.template_snippet_admin] |
Grants access to scoped administration of the response templates
feature. |
| Response template
writer [sn_templated_snip.template_snippet_writer] |
Grants access to create, read, update, and delete (CRUD) response template
content. |
| Response template
reader [sn_templated_snip.template_snippet_reader] |
Grants access to read response template content. |
| System Administrator [admin] |
Response template administrator
[sn_templated_snip.template_snippet_admin] Note: Admin inherits this role by
default. When the Templated Responses [com.sn_templated_snip] plugin is
activated without activating related HR applications, you can still use response
templates.
- Admin can reassign this role to other users.
- Admin can also remove the Contained Role [sys_user_role_contains] table so
Admin users do not inherit this role by default. Or:
- Enter sys_store_app_list.do in the Filter
navigator search bar of an instance, or
https://YOUR_INSTANCE/sys_store_app_list.do
from a web browser.
- Search for and select Templated Snippets.
- Scroll down to Related Links.
- Click Remove from the role contained by
admin.
|
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.
- In the Customer Service Management
application, users with the customer service manager role (sn_customerservice_manager)
inherit the response template writer role. Users with the customer service agent role
(sn_customerservice_agent) inherit the response template reader role and can access
response templates assigned to all groups to which they
belong.
How to use response templates
Users with the response template writer [sn_templated_snip.template_snippet_writer] role
can create response templates. Each template is associated with a table that is an extension
of the Task [task] or Interaction [interaction] table. Response templates include a short
name for specifying a shortcut that can be used to identify the message. For chat response
templates used in Agent Workspace, agents use the slash command with a short name to present
the standard message during a chat. You can also configure the template to
- Include variables pulled from a table
- Specify a condition builder to specify the conditions that must be met for the
template to be available for use, such as for a specific HR service
Users with the response template reader [sn_templated_snip.template_snippet_reader] role
can then copy response template content and use it in their responses to users when working
on case or task forms that meet the specified conditions. For example, a response template
for payroll discrepancy cases enables HR agents to use a standardized message when
responding to that case type. See
Copy a response template to an HR
case
for an
HR-specific example.
Example: Response template to escalate payroll discrepancy cases
You are part of an enterprise HR organization using the HR Service Delivery
application. You want your HR agents to respond to and, when necessary, escalate payroll
discrepancy cases quickly and consistently. Create a response template so that HR agents have a
reusable message to use when responding to employees about that case type.
One of your HR managers with the response template writer role is responsible for creating the
template to escalate payroll discrepancy cases. The template is associated with the HR Payroll
Case [sn_hr_core_case_payroll] table, and a condition filters on cases that match the
appropriate HR service called Payroll Discrepancy. In the template body, the response text
appears with variables, such as the subject person name in the salutation.
HR case writers with the response template reader role can copy the response template content
and use it in their responses to employees when working on cases. Response templates provide a
faster and efficient way to resolve cases.
