---
sourceDocument: Australia Public Sector
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/government-industry

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Use response templates

# Use response templates in Service Request Playbook {#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

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.

## Antes de Iniciar

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

## Por Que e Quando Desempenhar Esta Tarefa

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](https://www.servicenow.com/docs/access?context=create-modify-templated-snippet&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

## Procedimento

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.
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