Define response templates for Financial Services Complaint Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Create or modify a response template to define a reusable message that can be copied to complaint case or task forms to provide quick and consistent messages to customers.

    Before you begin

    Ensure that the scope is selected for the Financial Services Complaint Management application. For more information, see Application picker.

    Role required: sn_bom_compl.admin and sn_templated_snip.template_snippet_admin

    About this task

    Each template is associated with the Complaint Case [sn_bom_compl_service] table of Financial Services Complaint Management. The template can be configured to include variables pulled from that table. Also, use condition builder to define when a case meets the criteria for a template, such as for a specific service definition.

    Procedure

    1. Navigate to All > System Definition > Response Template Configuration.
    2. Create a response template.
      For more information, see Create or modify a response template.
      The Channels related list appears.
    3. In the Channels related list, associate a channel with the response template.
      Channels limit the response template to only the channels that you associate, for example, chats, emails, or form. A response template without a channel will not be available to use.
      • Click New to create a new channel that gets added to the response template.
        Note:
        For information on Response Template Channel form fields, see Create a response template channel.
      • Click Edit to access and add an existing channel to the response template.
      The Response Template form returns.
    4. Click Update.