Configuring resolution template settings

Before enabling resolution templates, you must create one or more templates. See Configuring resolution template settings.

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 as the case is closed. 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.

You can enable resolution templates, and you can assign editor rights to roles. Service center users that have been assigned editor rights can add, edit and delete resolution templates.

  1. Log in as CMsetup administrator.
  2. Access Case Management from the navigation menu.
  3. Select Administration > Case Management Admin.
  4. Click Application Settings.
  5. In the Resolution Template Settings area, specify this information:
    Enabled
    Select Yes to enable resolution templates in the system.
    Agent/ServiceRep
    Select Yes to give resolution template editor rights to this group.
    ServiceMgr
    Select Yes to give resolution template editor rights to this group.
    ServiceAdmin
    Select Yes to give resolution template editor rights to this group.
  6. Click Update.