Use response templates in Service Request Playbook

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

    • Respond to cases by using the response templates in the contextual side panel in CSM Configurable Workspace. Good templates save you time by eliminating repetitive work.

    Before you begin

    Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent, sn_gsm.relationship_agent, or sn_gsm.service_manager

    About this task

    Selecting the response templates icon Response template icon. shows the reusable messages that you can copy and paste into cases and case tasks. For information on how to create response templates, see Create or modify a response template.

    Procedure

    1. In the CSM Configurable Workspace, open a service request task.
    2. In the contextual side panel, select the response templates icon Response template icon. to display a list of the available templates.
    3. In the Response Templates side panel, search for a template.
    4. Select a template and then select Copy to copy the template to the clipboard.
      Paste the template text into the Work notes field or the Additional comments field.