Adding and configuring resolution templates

You can configure service centers with templates that agents use when closing cases with common resolutions.

When resolution templates are configured, 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 and edit the content before closing the case.

Clients can assign roles permission to add, edit, and delete templates when closing cases or configuring templates.

You can create templates for all supported languages.

Note: You must enable the resolution template function so that the templates 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 using the rich text editor. You can apply formatting such as font style, color, and text alignment, and optionally use tokens to insert case‑specific information into the resolution content.

    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 to prevent emails about closing a case from being 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.