Creating resolution templates from the case form

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 who is closing a case 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 are typically created by administrators using the administrator tools. If you have permission to create resolution templates, then you can create a template from the case form and assign it to the case. The template is added to the template library for agents to use when they close cases.

Note: The resolution template function must be enabled so the templates that you add are active in the system. This task must be completed by an administrator.
  1. From the case form, click Close Case.
  2. Click the magnifying glass in the Template Editor field.
  3. Click Add.
  4. Specify this information:
    Template
    Specify the name of the template.
    Description
    Specify a description that is helpful for other agents.
    Resolution
    Specify the resolution message that the employee receives when the case is resolved.
    Order
    Specify the number that corresponds to the item’s order in the list. Changes to the order are shown when you refresh the list.
  5. Click Save.