Use response templates in Service Request Playbook
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
Image omitted: response-template-icon.png
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](../servicenow-platform/create-modify-templated-snippet.md).
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](../servicenow-platform/create-modify-templated-snippet.md).
Procedure
In the CSM Configurable Workspace, open a service request task.
In the contextual side panel, select the response templates icon
Image omitted: response-template-icon.png
Response template icon. to display a list of the available templates.
Response template icon. to display a list of the available templates.
In the Response Templates side panel, search for a template.
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.