Global Templates for cases in Agent Assist

[Konstantinos_V]

Hello,

In my organization we have a multilanguage shared services set up and we are using the global templates' function in agent assist for standard template answers and/or actions (e.g. reply that issue was forwarded to a different solution group and auto assign to solution group)

The problems that we face are that.:

1) The number of templates we use is increasing

2) Agents delete or edit the templates by accident  

3) Global Templates can only be created via a case

I was wondering if there is an OOB solution that can:

• Store Global ones in a folder set up: Because these templates are service, language and support site specific, it would make sense to have an organized view ‘folder and sub-folder style’ view. 
• ‘Lock Global Templates’: Because these templates are Global, I would like to have them locked for editing and creating. Only people with knowledge role(s) should be able to create and edit Global Templates
• Extract as list: These Global Templates should have the option to be visible in a list (review without going into a case to see them) and exported.
• People with knowledge manager roles to be able to create Global templates without a case.

Thank you.!