Adding and configuring resolution templates

You can configure service centers with templates that agents use when closing cases with common resolutions. This practice standardizes resolutions and saves 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 automatically populate 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 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. Sign in 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:
    Code
    A database item. This value is not displayed to end users.
    Name
    Specify the value that is available in the Resolution Template list on the case form.
    Resolution
    Specify the resolution message. Optionally, you can use tokens to add case-specific information to the resolution template.

    Available tokens include [AssignedToName], [CaseCode], [EmployeeName], [Issue], [ServiceGroupName], and [Subject], which are automatically populated with relevant case data and are saved to the Resolution field when the case is closed.

    See About tokens.

    Suppress Close Case Emails
    Enable this feature if you do not want the emails about closing a case to be sent to the employee. This option is disabled by default.
    Order
    Specify the number that corresponds to the order of the item in the list. Changes to the order are shown when you refresh the list.
    Locale
    Select the locale which includes language and country.
    Class
    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.