Hi
In a typical customer support scenario an agent receives multiple cases with similar queries for e.g. how to reset my password . For such cases there is functionality called preset responses or canned responses which have a standard answer to these queries . An agent can use these canned responses to reply to these tickets. How can I create these preset responses in Dynamics CRM and use them to reply to a case/ticket.I found this article success.parature.com/.../How-do-I-create-canned-responses-for-when-I-reply-to-tickets. To be more clear zendesk has this feature called as zendesk macros. Is such functionality available in Dynamics CRM.
Thanks
