Table 7. Solutions and Templates Decision Table
Free-Form Reply
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Template
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Solution
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Personalized.
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Less personal than free-form.
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Less personal than free-form.
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Time-consuming.
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Faster than free-form.
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Faster than free-form.
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More error-prone.
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Content can be verified and preapproved by legal and other departments before using.
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Content can be verified and preapproved by legal and other departments before using.
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Does not use substitution fields.
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Can select identified fields from an incoming email and insert them in predefined places in your template.
Can include multilevel substitution fields using the Advanced Template form, such as links to service requests, orders, and opportunities.
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Does not use substitution fields.
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A one-time effort that cannot be shared with other customers unless you recreate the email.
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Can be sent to any customer by selecting the template within eMail Response.
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The same solutions files can be shared across channels. Updates only need to be done once and then all users have access to the most current information. An agent can insert the contents of a solutions file into the body of an email message (eMail Response), use it to reply to a customer's request received during a telephone call (Call Center), and publish it on a service Web site (Siebel eService).
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Can attach files.
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Can attach a file to an email that contains a template. However, eMail Response does not support adding attachments to templates.
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Can attach a file to an email that contains a solution. However, eMail Response does not support automatically adding attachments from solutions.
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