When the new call template is used, the classification, costing and resolution details for the case is updated as per the template settings.
Templates under New Call Templates are designed and maintained under document template .
Figure
1: New Call Template
Figure 2: New Call Template Edit Form
The table below describes each field on the New Call Template form.
Table 1: Field Description for New Call
Template.
Fields
Description
Priority
Alias Priority is the importance level of the
template Category is the product or services. If deleted is ticked it marks the record as
Deleted.
Description
Description is the detailed description of the
Task Template.
Category Alias
Group
Alias Group is
the
classification for the template.
Reference
Reference is any additional detail for the template.
Template
Template is the template type from the list of
document templates.
ETC Days
ETC is the Expected Time of Completion for the case.
Cost
Cost is the task for the
template.
Rate
Rate is the associated cost type for the case.
Amount
Amount is the cost amount for the case. Assigned To
Assigned to is the user to whom the case is
assigned.
KB
KB if marked ticked saves the
case under Knowledge base.
Deleted