How do I create and edit public SmartText entries?

Create your own Public SmartText entries. Public entries are available to all users.

To create a Public SmartText entry, do the following:

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 Public tab.

4. On the Manage SmartText page, click the Public 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 New SmartText page, do the following:

   • Enter the 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.

10. Select Publish to save this entry in the Public tab for all users. If you don't select Publish, the SmartText entry is saved in your Private folder and is available only to you.

11. Verify the location where you're saving the SmartText.

12. Select the availability of the SmartText entry from the list of Availability options.

13. Click Publish to publish the SmartText entry.

To edit a Public SmartText entry, do the following:

1. Select the SmartText entry you want to edit.

2. Select the Language of the SmartText entry from the drop-down list

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

4. Edit the Private SmartText entry and click Publish to publish the SmartText entry.