Use response templates to add information to cases and case tasks

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Customer service agents can copy content from response templates and add it to cases and case tasks.

    Before you begin

    Role required: sn_customerservice_agent with the sn_templated_snip.template_snippet_reader role

    About this task

    The contextual side panel in CSM Configurable Workspace gives you access to information that can help you resolve customer service cases. It includes a column of icons that you can click to access different types of information. Clicking the response templates icon shows reusable messages that you can copy and paste into cases and case tasks.

    Procedure

    1. Open CSM Configurable Workspace.
    2. Open a customer service case or case task.
    3. In the contextual sidebar, click the response templates icon (Response template icon.) to display a list of templates.
    4. In the Response Templates side panel, search for a template.
    5. Select a template and then click Copy to clipboard.
    6. Paste the template text into the Work notes field or the Additional comments field.