Personalized.

Less personal than free-form.

Less personal than free-form.

Time-consuming.

Faster than free-form.

Faster than free-form.

More error-prone.

Legal and other departments can verify and approve content before using.

Legal and other departments can verify and approve content before using.

Does not use substitution fields.

You can select identified fields from an incoming email and insert them in predefined places in your template.

You can include multilevel substitution fields using the Advanced Template form, such as links to service requests, orders, and opportunities.

Does not use substitution fields.

A onetime effort that you cannot share with other customers unless you re-create the email.

You can send to any customer by selecting the template in Siebel Email Response.

You can share the same solution files in different channels. You update solutions only once, and then all users can access the most current information. An agent can insert the contents of a solution file into the body of an email message (in Siebel Email Response), use solutions to reply to a customer request in a telephone call (in Siebel Call Center), and publish solutions on a service Web site (in Siebel eService).

You can attach files to an email.

You can attach a file to an email that contains a template. However, Siebel Email Response does not support adding attachments to templates.

You can attach a file to an email that contains a solution. However, Siebel Email Response does not support automatically adding attachments from solutions.