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10-09-2024 03:57 AM
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.
Solved! Go to Solution.
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10-09-2024 04:09 AM
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.
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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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10-16-2024 12:59 PM
Hi Shannont, Thank you. But the link is more of quick action. I couldn't find OOB response templates out there.
