Applying a Case Template to a Playbook Activity
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11-10-2023 12:06 PM
I created a case template that applies values to the Resolution Code, Resolution Notes and Add resolution notes to comments fields. I was playing with the OOB Onboarding Playbook for CSM and when I got to the Propose resolution step I was trying to apply the template to update the fields. What actually happens is it updates the fields on the Details tab but those changes are not reflected on the Playbook activity card. My guess it that is because the card is presented as a copy of the table fields at the time the card was presented. Setting them with the template does not cause the card to reread them and show the new values.
I saved the Case and then the playbook activity card showed that the changes were made by me (admin) as shown on the attached screenshot.
Is there any way to use a template to set the values of a playbook activity card? We'd like the agent to stay on the playbook and not have to go to the details tab, use the template to set the fields, hit save, return to the playbook activity card and then continue. That's too many steps.
Is there any advice on how to efficiently use Templates with fields on a playbook activity?
