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Responding To the Dealer

Now that the case has been accepted, the issue or request is understood and documented in
the information fields, and we have entered everything into the ECC/SAP system that the
dealer has requested, we can now respond.

Using Email Templates

Templates help CS provide a consistent and professional message to our dealers. Templates
also help CSRs meet department productivity goals by reducing keystrokes which increases
the number of customer touch points per day.

How to Use a Template

Templates are easily accessible from the case feed. Navigate to the template icon in the
bottom left of the email tab.
This will open the „Select a Template‟ pop up screen. Using the „Folder‟ drop-down menu
you can select which template folder to use. All order entry related templates are located in
the „CS Orders Templates‟ folder. You may find useful templates in other folders, please feel
free to use whichever template you feel is most suitable for the situation.

Once you find the template you would like to use, click on the title of that template and it will
automatically populate in the email field.

How to Use a Template