Adding and configuring resolution templates

Service centers can be configured with templates that agents use when closing cases with common resolutions. This practice standardizes resolutions and saves agents time. When the client has configured resolution templates, the templates are available to agents in the case form. An agent can select a template from a menu to prefill the form with the template content. The agent can edit the content before closing the case. Templates can be created for all supported languages. Clients can assign template editing rights to one or more roles. Users with these roles can add, edit and delete templates when closing cases or when configuring templates.

The resolution template function must be enabled so the templates that you add are active in the system.

See Resolution templates.

  1. Click Configurable Lists & Sets.
  2. Click Resolution Templates.
  3. To add a resolution template, click the Add button. To edit a resolution template, double-click the template.
  4. Specify this information:
    Template
    Specify the name of the template.
    Classification
    Specify the template class. When templates are classified, agents can more easily identify the preferred resolution when closing a case.
    Description
    Specify a description of the template.
    Order
    Specify the order in which the template is shown in the list of templates.
    Resolution
    Specify the resolution message.
    Active
    Select this option to make the template available to users.
  5. Click Save.