How do I create and edit private SmartText entries?

Create your own SmartText entries. They're only visible to you, and they're saved in the Private Set tab.

Note: In previous releases, there was a New SmartText (+) icon in the Right Panel that enabled you to quickly create a new private SmartText. This icon no longer exists. To quickly create a new, private SmartText, just click the Manage SmartText (pencil) icon.

1. On the Create or Edit Service Request page, open the SmartText pane by clicking the Restore Pane arrow.

2. Click the SmartText tab, then click the Manage SmartText icon.

3. Click the Create icon on the Private Set tab.

4. On the Manage SmartText page, click the Private tab.

5. Make sure the default value of Service appears in the Domain drop-down list.

   Note: If you want to create SmartText entries for Chat, make sure to choose Chat from the Domain drop-down list.

6. Make a selection from the Business Unit drop-down list (if available).

   If the HZ_ENABLE_MULTIPLE_BU_CRM profile option is enabled (set to Y) you will have access to this drop-down list.

   If you're an administrator, the drop-down list displays all BUs in your organization. If you're not you're shown only the BUs that you're assigned to along with the Null "No associated business unit" value which is visible to administrators and agents across your organization.

   Note: A default business unit is assigned whether you have multiple BUs enabled or not. The default BU is set up when you configure the HZ_DEFAULT_BU_CRM profile option.

7. Select a folder in which you want to create the public SmartText entry. You can either select an existing folder, or create a new folder to save your SmartText entry.

   Note: Root is a reserved folder name and administrators can't create a folder with this name.

8. Click the Create (+) icon and select New SmartText.

9. On the Manage SmartText page, enter the following details:

   • Enter a name for the SmartText entry. There are some restrictions on special characters, so refer to What are the SmartText naming conventions?

   • Select Use HTML to use rich text formatting in your SmartText entry. You can insert tables and images here.

   • Enter the text you want to insert.

   • Insert a variable, if you want, by typing the @ symbol followed by the variable name.Click the Tab key to automatically complete the variable, or use the navigation arrows on your keyboard, then press the Enter key. The variable is inserted where the cursor stands in your text.

   • Click Save as Personal.

10. To edit the Private SmartText entry, do the following:

    • Select the SmatText entry you want to edit.

    • Select the Language of the SmartText entry from the drop-down list

    • You can also create in a new language by clicking the Add icon.

    • Edit the Private SmartText entry and click Save as Personal to publish the SmartText entry.

You can view and manage all your Private SmartText entries from the Private SmartText tab. You can add, duplicate, and delete your private set SmartText entries.