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All staff who manage Workday Help cases (also known as “case solvers”) will now have access to Help case message templates when responding to any Help case due to the 2023R2 system release. A Help case message template is a pre-populated (default) message to use for consistent messaging and efficient customer service support. Refer to the new knowledge article, Using Help Case Message Templates, to learn how to access and request a default message template.

To request a new message template for your service team, be sure to use the “Case Type: Case Solver Message Template Request” and follow the instructions in the knowledge article. There will be a required questionnaire that must be completed to process any new request.