Adding and configuring 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.

Note: The resolution template function must be enabled so the templates that you add are active in the system. See Configuring resolution template settings.
  1. Login as CM setup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Configurable Lists.
  4. Click Resolution Templates.
  5. To configure a resolution template, click the resolution template and modify the information in the fields.
  6. To add a resolution template, click Add Resolution Template and specify this information:
    A database item. This value does not display to end users.
    Specify the value that is available in the Resolution Template list on the case form.
    Type the resolution message.
    Type the number that corresponds to the item’s order in the list. Changes to the order are shown when you refresh the list.
    Select the locale. The locale includes language and country.
    Specify the template class. When templates are classified, agents can more easily identify the preferred resolution when closing a case
  7. Click Add or Update.