Create a Moments™ Template

As an Administrator, you can create Moments™ Templates as reusable pieces of content that Agents and Supervisors can then use to create their own notifications. This is particularly helpful for larger teams that want to align Supervisors and users on their usage of Moments™ and ensure consistent coaching practices across the organization.

Templates provide a standardized starting point, making it easier for users to create notifications that follow best practices and align with your organization’s coaching goals.

Access Moments Templates

1. Navigate to the Revenue App in your browser
2. Log in with your Salesforce credentials
3. Hover over Coaching and select Moments Templates

Create a Notification Template

1. Click Create Notification Template to begin creating a new template.

2. Define the template metadata to help users and Supervisors identify templates that are relevant to them and the coaching outcome they want to achieve:

   • Type (Required) - Select the notification type:

     • Guidance - Provides helpful tips and best practices
     • Behavioral Warning - Alerts agents about concerning behaviors
     • Checklist - Provides a list of items for agents to complete
     • Compliance - Ensures agents follow compliance requirements

   • Problem Statement (Required) - Enter a description of what this notification solves for a rep. This helps users understand the specific problem or challenge the template addresses.

   • Configuration (Required) - Describe what will need to be configured in the notification to make it useful for a user based on their use case. This helps users understand what customization may be needed when they use the template.

   • Description (Required) - Provide a high-level summary of the notification. This gives users a quick overview of what the template does and when it should be used.

3. After defining the template metadata, the next steps follow the same process as creating an actual Moments™ notification, where you define triggering criteria and content. See the Create a Moments™ Notification article for more detail on configuring:

   • Who receives the notification
   • When the notification triggers (triggering criteria)
   • What type of notification it is
   • Content that will be displayed to agents

4. Once you’ve configured all the notification settings, click Save to save the template.

5. The saved template becomes a reusable piece of content in the Moments Template Library, which users are presented with when they first access the Moments™ Console. Agents and Supervisors can browse these templates and use them as starting points for creating their own notifications.