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.