Hi,
I'd like to create standard response/template for frequently asked questions, and allowing agents to pick these template to improve response time and consistency. Is this possible?
Thanks
Jing
Not via email/comment, but Service Desk is having improvements aimed at better self-service added to it.
If you have a Confluence Knowledge Base hooked up to your Service Desk, you get some big benefits:
(I'm not sure that the second one is implemented yet - it might only be Cloud experimental, but it is coming)
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