Configuring resolution template settings

Before enabling resolution templates, you must create one or more templates.

See Configuring resolution template settings.

Clients can configure service centers with templates that agents can use when closing cases with common resolutions. When clients configure resolution templates, agents can access the templates in the case form when they close a case. Agents can select a template from a menu to prefill the form with template content and edit the content before closing the case. The agent can edit the content before closing the case.

You can create templates for all supported languages.

You can enable resolution templates and assign editor rights to roles. Service center users who 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 editor rights for resolution templates to users with the Agent/ServiceRep role.
    ServiceMgr
    Select Yes to give editor rights for resolution templates to users with the ServiceMgr role.
    ServiceAdmin
    Select Yes to give editor rights for resolution templates to users with the ServiceAdmin role.
  6. Click Update.