---
title: Use response templates to add information to cases and case tasks
description: Customer service agents can copy content from response templates and add it to cases and case tasks.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-aw-agent-use-response-template.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Using CRM Workspace in Customer Service Management, Manage cases, Use, Customer Service Management]
---

# Use response templates to add information to cases and case tasks

Customer service agents can copy content from response templates and add it to cases and case tasks.

## Before you begin

Role required: sn\_customerservice\_agent with the sn\_templated\_snip.template\_snippet\_reader role

## About this task

The contextual side panel in CRM Workspace gives you access to information that can help you resolve customer service cases. It includes a column of icons that you can click to access different types of information. Clicking the response templates icon shows reusable messages that you can copy and paste into cases and case tasks.

## Procedure

1.  Open CRM Workspace.

2.  Open a customer service case or case task.

3.  In the contextual sidebar, click the response templates icon \(\[Omitted image "response-template-icon.png"\] Alt text: Response template icon.\) to display a list of templates.

4.  In the Response Templates side panel, search for a template.

5.  Select a template and then click **Copy to clipboard**.

6.  Paste the template text into the **Work notes** field or the **Additional comments** field.


**Related topics**  


[Response templates](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/response-templates-templated-snippets.md)