---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Define response templates for Financial Services Complaint Management

# Define response templates for Financial Services Complaint Management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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](https://www.servicenow.com/docs/access?context=c_ApplicationPicker&version=xanadu&pubname=xanadu-application-development&ft:locale=en-US).

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 AllSystem DefinitionResponse Template Configuration.
2. Create a response template.  
   For more information, see [Create or modify a
   response template](https://www.servicenow.com/docs/access?context=create-modify-templated-snippet&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).  
   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](https://www.servicenow.com/docs/access?context=hr-templated-snippets&version=xanadu&pubname=xanadu-employee-service-management&section=response-template-channel&ft:locale=en-US).
   * Click Edit to access and add an existing channel to the response template.

   {#configure-response-templates-fso-complaints__choices_axs_j3y_1qb}  
   The Response Template form returns.
4. Click Update.

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