You can use text controls to add text that will display
to your agents. You can also include variables to display values from
the database. For example, you could add text, including the customer’s
name, that new agents can read when speaking with a customer who calls
regarding an incident.
- Click the Insert Control tab and
add a text control to the design space.
- Click the text control on the design space and enter the
text you want.
-
To change the font attributes for the text you entered, select the text you want to change
and select options from the font attributes on the Label group on the Design tab. See Label Properties for descriptions of these options.
- To add a variable to the text, click the text control where
you want to add the variable.
- Do one of the following:
- Click Insert Merge Field on the Design
tab.
- Right-click the control and select Insert Merge
Field.
- Do one of the following:
- Select the name of the database table with the field you want
in the Table Name field.
- Select Current User to add a variable
for the display information (such as the first name) of the staff
member who is using the workspace or script.
Note: Custom object workspaces and scripts can also
use custom object fields as merge fields. However, workspaces and
scripts for parent standard objects, such as contacts or incidents,
cannot access these fields.
- Select the field you want to include on the text control
on the Field Name field.
- Click OK to add the variable to
the text control.