Hello,
Canned Forms help agents to get additional information from the users & also makes the user experience better to answer template questions. If you haven't started using Canned Forms yet, please request for enabling the feature in this forum thread.
If you're already using Canned Forms, we'd love to hear your feedback on the feature. Drop us a note in this forum on anything related to canned forms - use cases, suggestions and also some love ;)
Our team is all ears to hear from you!
Cheers!