Response templates
Summarize
Summary of Response Templates
Response templates are reusable messages that enhance efficiency in resolving cases or support issues within ServiceNow. They allow for quick and consistent communication with users, particularly in Agent Chat. These templates are available only for existing records and can be utilized in case or task forms.
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Key Features
- Roles and Permissions: Three main roles are associated with response templates:
- Response Template Administrator: Manages response templates and their associated permissions.
- Response Template Writer: Creates, reads, updates, and deletes response templates.
- Response Template Reader: Accesses and uses existing response templates.
- Creation and Usage: Users with the writer role can create templates linked to specific tables, and utilize slash commands in Agent Workspace to insert standard messages during chats.
- Variable Inclusion: Templates can include variables from tables, making responses more personalized.
- Conditional Availability: Templates can be configured to be available based on specific conditions, improving relevance in responses.
Key Outcomes
By implementing response templates, ServiceNow customers can expect improved response times and consistency in case handling. For example, HR agents can quickly address payroll discrepancies using standardized messages, ensuring a uniform approach to similar cases. To enable this functionality, customers must activate the response templates plugin in their ServiceNow instance.
Resolve cases or support issues faster and more efficiently with response templates. Response templates (formerly known as templated snippets) are reusable messages that can be copied to case or task forms to provide quick and consistent messages to users, or to display standard chat response messages to requesters in Agent Chat.
Assign response template roles
The following roles are installed when you activate the response templates plugin.
| Response template role | Description |
|---|---|
| Response template
administrator [sn_templated_snip.template_snippet_admin] |
Grants access to scoped administration of the response templates feature. |
| Response template
writer [sn_templated_snip.template_snippet_writer] |
Grants access to create, read, update, and delete (CRUD) response template content. |
| Response template
reader [sn_templated_snip.template_snippet_reader] |
Grants access to read response template content. |
| System Administrator [admin] |
Response template administrator
[sn_templated_snip.template_snippet_admin] Note: Admin inherits this role by
default. When the Templated Responses [com.sn_templated_snip] plugin is
activated without activating related HR applications, you can still use response
templates.
|
Before you begin using response templates, you must assign these roles to the appropriate roles, groups, or users in your application.
- To assign a role to another role, see Add a role to an existing role.
- To assign a role to a group, see Assign a role to a group.
- To assign a role to a user, see Assign a role to a user.
- In the HR Service Delivery application, users with the HR administrator role are assigned the response template administrator role, users with the HR manager role are assigned the response template writer role, and users with the HR case writer role are assigned the response template reader role.
- In the Customer Service Management application, users with the customer service manager role (sn_customerservice_manager) inherit the response template writer role. Users with the customer service agent role (sn_customerservice_agent) inherit the response template reader role and can access response templates assigned to all groups to which they belong.
How to use response templates
- Include variables pulled from a table
- Specify a condition builder to specify the conditions that must be met for the template to be available for use, such as for a specific HR service
Users with the response template reader [sn_templated_snip.template_snippet_reader] role can then copy response template content and use it in their responses to users when working on case or task forms that meet the specified conditions. For example, a response template for payroll discrepancy cases enables HR agents to use a standardized message when responding to that case type. See Copy a response template to an HR case for an HR-specific example.
Response template to escalate payroll discrepancy cases
You are part of an enterprise HR organization using the HR Service Delivery application. You want your HR agents to respond to and, when necessary, escalate payroll discrepancy cases quickly and consistently. Create a response template so that HR agents have a reusable message to use when responding to employees about that case type.
One of your HR managers with the response template writer role is responsible for creating the template to escalate payroll discrepancy cases. The template is associated with the HR Payroll Case [sn_hr_core_case_payroll] table, and a condition filters on cases that match the appropriate HR service called Payroll Discrepancy. In the template body, the response text appears with variables, such as the subject person name in the salutation.
HR case writers with the response template reader role can copy the response template content and use it in their responses to employees when working on cases. Response templates provide a faster and efficient way to resolve cases.
Activation information
To use response templates in your application, you must activate response templates. For information on what components are installed with the feature, see Components installed with response templates.