Overview of Content Library

You can create standard text and variables to represent words, phrases, and replies that agents use frequently. Your agents can use this content to save time and eliminate errors when responding to customers and creating answers.

Standard text can be inserted in incident responses or in chat sessions, or added as a business rule action, making the information your organization presents more consistent. For example, you may want to create standard text for commonly used information about your products and pricing, or to relay standard troubleshooting or contact information to customers.

You can also assign a keyboard shortcut to any standard text. Agents can use keyboard shortcuts to insert standard text when working on incidents or engaged in a chat session.

Variables are shortcuts that can be inserted into incident responses, chat sessions, or in the Question and Answer fields of an answer. For example, instead of agents entering your organization’s support phone number every time, you can add the phone number as a variable. Agents can copy a variable and paste it or enter the variable inline when responding to a customer in a chat session or an incident response. Variables can be indexed to make the answer contents more searchable.

You can embed variables as shortcuts in standard text, including variables defined on the Variables editor or system-defined variables. Variables are also helpful to use for information that may change. By updating the value of the variable, you will also update all answers that contain that variable.

You can add folders to organize standard text and variables and organize folders in the tree.