How to setup response templates for csm???

[Zod]

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 · Accepted solution]

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