Measuring Response Template Usage and Effectiveness

Patricia Romeo
Tera Contributor

‎04-07-2025 03:01 PM

We are starting to use Response Templates for our cases and would like to measure the effectiveness and have some sort of feedback mechanism for RT users to provide recommendations or measure whether they are being used.  Any recommendations on how that can be done?  RTs are just a copy and paste into a case so it is difficult to figure out how to measure.  Thanks!

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Shivalika
Mega Sage

‎04-07-2025 07:57 PM

Hello @Patricia Romeo 

 

How are you identifying if a case is filled by template ? Is there any template field that stores the value of the template that auto filled the case ? 

 

If that's the case you can easily create a survey and use trigger conditions as template is "as you gave or template is not empty" give the questions and send time and you should be done. 

 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

 

Regards,

 

Shivalika 

 

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