Quick Messages, Response Templates, email templates , case templates

[Konstantinos_V]

Hello,

I recently took over managing the response templates we use in Customer Service Management (CSM) under Knowledge Management, and I’m having trouble understanding how to set them up correctly and their intended purpose.

I see that there are several types of templates available for different functions (e.g., case management, email replies, composing emails, and chat interactions), but I am unclear about the differences between them in the context of Enterprise Service Management (ESM). Specifically, I need help understanding the following template types ( this how they appear in my workspace):

Template' Name'	Location
Templates	Case
Quick Messages	Reply/forward email
Response Templates	Reply/forward email
Email Templates	Reply/forward email
Quick Messages	Compose email
Response Templates	Compose email
Email Templates	Compose email
Templates	Assign Employee Tasks

As someone who is not a developer, I would appreciate a simple explanation of the logic behind each of these template functions. This understanding will help me decide which templates I need and where to implement them effectively.

[Dr Atul G- LNG · Accepted solution]

Hi @Konstantinos_V 

Currently I am taking training batch of CSM and this is soemthing which I try to gudie

Quick Messages --> Like Good Morning / Good Evening / How May Help you/ Hope your issue get solved.

Response Templates -->  These templates mainly used for responding on specific action, like delay in delivery etc.

email templates --> To save the time on email writing, agents used predefined email template, means in that zero / very low changes need to do like adding customer name or more. 

case templates --> If you want to log a case with some prepopulated values then we use case template. The same applicable for Incident as well.

[Konstantinos_V]

Hello,

Thank you for the explanation.

What i do not understand though is why i would need to have Case templates and response templates, since they both can do they same thing (provide standard answer and also prepopulate values) 

[Bolaji Oladunmo]

Are there OOB greeting and message templates for Agent Chats? If yes, can you please provide me the link?

[shannont]

Hi @Bolaji Oladunmo,

Check this out:  Use Response Templates in Chat.