Adding and configuring resolution templates

As an administrator, you can configure service centers with templates that agents can use when closing cases with common resolutions. This practice standardizes resolutions and saves agents time.

When a client has configured resolution templates, they 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, which they can edit 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. Select Administration > Setup.
  2. In the Templates pane, click Resolution.
  3. Click Add.
    To edit an existing resolution template, select the record and click Edit.
  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.