Creating and configuring note templates

Note templates are used by organizations to create a library of user-defined notes that case agents can apply while working on cases.

As an administrator, you can create and configure note templates for your organization.

  1. Select Administration > Setup.
  2. In the Templates pane, click Notes.
  3. Click Create.
    To configure an existing note template, double-click a template record and specify your changes.
  4. Specify this information:
    Template
    Specify the name of the template.
    Description
    Provide a description. If not specified, the description defaults to the name of the template.
    Active
    Select this check box to make the template available for use in your organization.
    Template Type
    Select Employee/Non-Employee or Job Application to determine which case type can use the template.
    Note
    Specify the note details using the rich text field, with text variables available based on the selected template type.

    To add text variable replacements, click the More Actions button and select Text Variable Replacement. Select the text in the list of options to add in the note.

  5. Click Save.