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‎02-19-2018 10:23 AM
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!!!
Solved! Go to Solution.
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Customer Service Management

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‎03-02-2018 10:39 AM
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

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‎02-27-2018 12:30 PM
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

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‎02-28-2018 01:52 AM
The "normal" Templates do not help here.
Need to pre-fill the email client for various Szenario .. .

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‎02-28-2018 08:32 AM

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‎03-01-2018 11:50 PM
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!