How to setup response templates for csm???

Zod
Giga Guru

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!!!

1 ACCEPTED SOLUTION

parag-mone
ServiceNow Employee
ServiceNow Employee

Hi,

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

find_real_file.png

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

find_real_file.png

Thanks,

Parag Mone

 

 

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5 REPLIES 5

parag-mone
ServiceNow Employee
ServiceNow Employee

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

find_real_file.png

2. Define Template

find_real_file.png

3. Use appropriate template during case creation

find_real_file.png

Thanks,

Parag Mone

 

 

Zod
Giga Guru

The "normal" Templates do not help here.

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

parag-mone
ServiceNow Employee
ServiceNow Employee

Are you looking for something like this?

find_real_file.png

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!