Response template in agent workspace?

[akhila13]

Can anyone help me to understand Response template in agent workspace

[Community Alums]

Hi Akhila,

Response templates are used for Customer service agents can copy content from response templates and add it to cases and case tasks.

To create > Navigate to System Definition> Response Template Configuration > New

Setup something like this :

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[akhila13]

Hi Sandeep,

I couldn't see  Response Template Configuration under system definition.

do we need to activate any plugin

[Olivia Purpura]

@Sandeep Dutta thank you for this response, spot on and was extremely helpful. 

[Community Alums]

Thanks @Olivia Purpura