Solution:
You can specify default CSR values by saving a CSR as a template. When you save a CSR as a template, the values displayed in certain fields of that CSR are saved as the default settings for new CSRs created within the same service domain. This can be an effective time-saving technique if many of the CSRs you create within a service domain have the same values. For example, if you work primarily with the Benefits application while in the HR service domain, you could create a template with Benefits as the default value displayed in the Application field of new CSRs. CSR templates capture the following information:
- Application
- Environment
- CSR type
- CSR status
- CSR priority
- Workflow
- Queue
- User ID
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