Templates - Types Available

versaSRS contains an extensive templating capability, with options for introducing standard templates at many different levels within the system.

Call Templates allow the user to insert standard text into the Call fields when first logging a Call or editing an existing Call.

A Call Template may be used to set:


• Primary and secondary contacts
• Priorities
• Queues, Skilll Groups and Keys
• Call Type, Received By
• Problem 
• Details
• Notes
  
The User may select these templates via the Templates button in the Call Details window.

Note: it is also possible to assign a template to a Key Set (Key 1, Key 2, Key 3). The Key Set can define an optional Call template. When this Key Set is assigned to a Call, the User will be asked if they would like to apply the associated Call template.

Note: Call templates can also be Scheduled. versaSRS includes a Scheduling Engine designed to log Calls based on a Call template and associated recurrence pattern. This feature is ideally suited to Customer follow up and reminders for renewals (eg maintenance renewal).

An Update Template may be used to set:


• Update Type
• Call Status
• Subject and body of the update (in the case of an email update)
• Recipients (To, Cc, Bcc) (in the case of an email)
• Signature and Closed Confirmation selections
• Notes
  
The User may select an Update Template via the Templates button in the Call Update window.

Task Templates allow the user to set the fields of a Task by selecting from a predefined template.

A Task Template may be used to set:

• Task
• Details, Notes and Resolution
• Task Type, Status,% Complete, Risk and Due Date
• Task Custom 1, Task Custom 2, Task Custom 3 and Task Custom 4
• Assigned To

The User may select a Task Template via the Templates button in the Task Details window.

See also :

Adding a new Call Template
Deleting a Call Template
Editing a Call Template
Call Templates - Setting against Key Sets
Adding a new Update Template
Deleting an Update Template
Editing an Update Template