Canned Responses can be selected on the New Comment page and are used to answer commonly asked questions or resolve known issues.

Utilizing Canned Responses is a great way to save clicks and time!

Enable Canned Responses:

• Allow your users to select from a list of Canned Responses (pre-made responses to emails) when adding a new comment. Canned Responses can be managed by going to the Canned Responses tab. See the section entitled 'Managing Canned Responses' for more information.
• Canned Responses are a more lightweight alternative to Email Templates. Consider using Canned Responses instead of multiple email templates.
• Multiple Canned Responses can be inserted.
• Canned Responses support merge fields much like email templates. 
• Note that this setting is enabled by default. 

Search Canned Response Text:

• When enabled, searching for a Canned Response on the New Comment page will expand the search to both the Canned Response Title and Comment Body.

Response Category Assignment:

• Canned Response Categories allow responses to be filtered and displayed on the New Comment Page based on specific Case criteria, such as Record Types. For Support Agents to view Canned Responses, they need to be active and assigned a Category.
• Click the "Assign Category" button to ensure all Canned Responses are assigned a Category.

Public Knowledge Base:

Canned Responses support, including links to articles from Public Knowledge Bases created both in Salesforce and externally. They can be:

• Salesforce Knowledge Base:
  • Canned Responses has a special merge field for including Public Knowledge Base links of articles related to the case.
  • Define your knowledge base link in this setting.
  • Use the {$KnowledgeLinks} merge field when inserting knowledge to Canned Responses.
• External Knowledge Base:
  • Select the merge field to be used when inserting knowledge into Canned Responses.
  • Use the {$KnowledgeLinksExternal} merge field when inserting knowledge to Canned Responses.

Knowledge Search:

Support Agents may select content from Knowledge Articles to insert as part of their responses. Due to a Salesforce limitation, extra code needs to be deployed for Email to Case Premium to appropriately display Knowledge Articles and their Categories in the "Insert Existing Response" search on the New Comment Page. Click the "Deploy Knowledge Search" button to deploy.

• Note: To determine which knowledge fields can be inserted into responses on the New Comment Page, a field set on the Knowledge Object needs to be created and mapped to the "Knowledge Field Set" setting in the properties of the Timeline Component in Lightning App Builder. Make sure to include the relevant fields (such as Title, Details, Answer, Question, etc.) based on the types of knowledge articles supported in your organization, such as FAQs, Troubleshooting guides, Release Notes, and so on.