How to setup response templates for csm???

Zod · ‎02-19-2018

Hi All,

domumentation tells me I can use response templates with csm ... "Agents can make use of response templates and ..."

https://docs.servicenow.com/bundle/kingston-customer-service-management/page/product/customer-service-management/concept/customer-service-case-management.html

I know this is some HR functionality and liked to the "Templated Snippets" plugin .. but I could not find any documentation how to use it ...

Thank you!!!

parag-mone · ‎03-02-2018

Hi,

Navigate to "System Policy -> Email -> Quick Messages" and define canned email responses based on your requirements.

Support group captured in the "Quick Message" drives the visibility of the message in the email client.

Thanks,

Parag Mone

View solution in original post

parag-mone · ‎02-27-2018

Hi,

During Case creation, you can use "Templates" to pre-populate Case Record with the fixed set of values. These essentially are the Case templates and not the response templates.

1. Toggle template bar

2. Define Template

3. Use appropriate template during case creation

Thanks,

Parag Mone

Zod · ‎02-28-2018

The "normal" Templates do not help here.

Need to pre-fill the email client for various Szenario .. .

parag-mone · ‎02-28-2018

Are you looking for something like this?

Zod · ‎03-01-2018

YES!!! This is great.

How to set this up (for csm and also maybe for any other table ... )? Could you please send some information?

Thank you!