---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Use templates to add information to cases and tasks

# Use response templates to add information to cases and case tasks {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Customer service agents can copy content from response templates and add it to cases
and case tasks.

## Antes de Iniciar

Role required: sn_customerservice_agent with the
sn_templated_snip.template_snippet_reader role

## Por Que e Quando Desempenhar Esta Tarefa

The contextual side panel in CSM Configurable Workspace gives you access to information that can help you resolve customer service cases. It includes a column of icons that you can click to access different types of information. Clicking
the response templates icon shows reusable messages that you can copy and paste into cases and case tasks.

## Procedimento

1. Open CSM Configurable Workspace.
2. Open a customer service case or case task.
3. In the contextual sidebar, click the response templates icon (![Response template icon.]()) to display a list of templates.
4. In the Response Templates side panel, search for a template.
5. Select a template and then click Copy to clipboard.
6. Paste the template text into the Work notes field or the Additional comments field.
**Tópicos relacionados**   

* [Response templates](https://www.servicenow.com/docs/access?context=response-templates-templated-snippets&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)