Which feature enables agents to reuse messages by copying them into case or task forms?

• A. Quick Messages
• B. Quick Actions
• C. Response Templates
• D. Templates

Answer: (C)

Reusing prepared wording across records is enabled by Response Templates. These are predefined, reusable messages that agents can insert into the body of a case or into a task’s notes/descriptions, making it easy to copy the content directly into the form and keep communications consistent and efficient. Quick Messages are designed for chat-style replies, not for insertion into case or task forms. Quick Actions are about performing operations on records rather than reusing message content. While templates can exist in broader forms, the specific feature that lets agents copy the actual message text into cases or tasks is Response Templates.