1. Using Service Center in the Classic User Experience
  2. Compose SR Messages

Compose SR Messages

When you compose a new message, you can use SmartText entries and knowledge articles in the text, and add attachments to the message. You can sort your messages using the Sort icon, or filter them using the filters available in the Filter bar.

  1. On the Messages tab, select Compose and select the type of message that you want to create.

    A new message form opens.

  2. Depending on the message type that you choose, select the select channel type from the Channel drop-down list and Channel instance if required, and the recipient for the message.

    • For a customer entry, select the customer contact for whom you're creating this message.

    • For forwarding a message, select the recipients of the message in the To field, and optionally in the Cc and Bcc fields.

    • For creating an internal note, you aren't required to add recipients.

    • For creating a response, select the channel type, channel, and recipient.

      Note: Only enabled channels are displayed for selection.

  3. Click the Add Attachment icon or click Select from Service Request to add an attachment to the message. Attach a file or a URL to your messages and enter a title and description for the attachment. To attach more than one item, click Add.

    Note:

    • You can attach different file types such as Microsoft Word documents, Microsoft Excel spreadsheets, Microsoft PowerPoint presentations, Text documents, Portable Document Format (PDF) documents, Videos (MOV, and so on), and Images (JPEG, and so on).

      You can't attach .exe files.

    • Attachments aren't supported if you're responding through a social channel.

    • If your administrator has set the ORA_SVC_ENABLE_INBOUND_INLINE_ATTACHMENT_CATEGORY and SVC_INBOUND_ENABLE_INLINE_ATTACHMENTS profile options to Yes, images and logos (in the sender's signature) are displayed inline within the body of the service request message. They won't show up as regular service request attachments in the Attachments field of the Service Request Summary page.

    • When you add an attachment to a service request or to an SR message, don't select the Inline Attachments option from the Category drop-down list in the Attachments dialog box.

  4. Enter the content of the message.

    • Use rich text formatting, except for social channel responses. Currently images and icons aren't supported for social responses.

    • Insert a SmartText entry by placing the cursor where you want the entry inserted, then type the # symbol, and then begin typing the SmartText entry name. Press the Tab key to autocomplete the SmartText name, or use the navigation arrows on your keyboard, and then press the Enter key.

    • Insert relevant knowledge articles into the message text by clicking Insert Knowledge or use the Knowledge subtab in the Right Panel. You can also type the knowledge article number into the message before posting the message. After you post the message, the knowledge article appears as a link in the message, and clicking the link opens the knowledge article in a new nested tab.

      Inserting knowledge article links is not supported for responses using the social channel.

  5. If the channel type is Email:

    1. Search and select validated addresses. Autosuggestion functionality enables you to automatically populate email IDs without entering full details.

    2. Click the plus icon next to the To, Cc, or Bcc fields, and select any of the menu options:

      • Select Add Additional Email Addresses to add new email recipients who aren't contacts or resources (team members). Enter the email IDs in the text box displayed, and separate them with semi-colons, commas or spaces. Ensure that you include an @ in the email ID. You can add such addresses in To, Cc, or Bcc. Once you have sent the message, the new addresses are listed in the View Recipients field.

      • Select Add Contacts and Team to include all the contacts and team members of the service request in your email response. You can add such recipients in To, Cc, or Bcc. Only recipients with a valid email ID are added. You can delete a recipient by clicking Delete (the x icon) on that recipient's name.

      Note: To enable the Add Additional Email Addresses and Add Contacts and Team features, your administrator must set the SVC_ENABLE_ADDITIONAL_EMAIL_RECIPIENTS profile option to Yes.

    3. Select an existing application contact from the email recipient list. This will allow users to add an SMTP address in the same message recipient list, even when the email ID isn't associated with a contact record. If a system contact isn't included in the recipient list, the user won't be allowed to add the SMTP address. You must include at least one system contact.

    4. Click Preview Email link to display the To, Cc, and Reply-to values along with any attachments. If the administrator has defined email templates in the Application Composer, the preview displays the composed message in the defined format. If no template is defined, the preview displays only the message as composed by you.

  6. If you want to forward the message to a Slack channel or user to collaborate with subject matter experts:

    1. From the Channel drop-down list on the Edit Service Request page, select Slack.

    2. From the next drop-down list, select the name of the Slack workspace to which you want to forward the SR.

    3. From the To drop-down list, select the name of the user or Slack channel to whom you want to forward the SR.

      You can also just start typing the name and select the user or the Slack channel from the displayed list.

  7. Click Send or Post to send the message.

Note: The reply from Slack is displayed as a thread below your forwarded message in the Messages tab. Similarly, when you reply to a Slack message, your reply is displayed as a threaded message in Slack.

To edit the text of the Internal Note and Customer Entry SR messages that you have previously created and posted, your administrator must enable the SVC_ENABLE_MESSAGE_CORRECTION profile option. For more information about profile options, see "Profile Options for SR Management" in Related Topics.

View and Filter Messages

After you have composed a message, you can view the message in the Messages subtab. Each type of message is displayed in a different background color and with a different icon to enable you to easily identify whether the message was sent by an agent or customer, or whether it's an internal message. You can also identify the channel used, such as email or phone.

Here's how you can filter messages using the Filter tab in the Messages subtab:

  • Use the Collapse All and Expand All buttons on the message list.

  • Use the toggle button (with the arrow icons) to toggle between the Oldest First and Newest First messages. The Newest First is the default view.

  • Use the one-click filter buttons to filter messages based on the following types:

    • Customer: Click the toggle button to view or not view all types of customer messages. Use the drop-down list to view or not view customer entries, forwards, and responses.

    • Internal: Click the toggle button to view or not view all types of internal messages. Use the drop-down list to view or not view chat transcripts, internal notes, and wrap ups.

    • System: Click the toggle button to view or not view all types of application messages. Use the drop-down list to view or not view application notes and application responses.

  • Use the Reset Filters icon to turn on all filters, which is the default state.

Related Topics