SmartText Usage in Service and Help Desk Requests

A SmartText entry is a reusable block of text that an agent can create and use on service request fields such as messages. An administrator can create 'public' SmartText entries that all agents can use.

A new subject area, 'CRM/Help Desk - Service Request SmartText Usages Real Time' helps you build custom analyses both for Service Center and Help Desk.

Out-of-box reports help administrators obtain ready insights.

              SmartText Usage Report

A better understanding of SmartText usage trends can help your administrators identify SmartText entries that have high or low adoption, so the administrators can keep the list as short as possible limited only to entries where agent's find value.

Steps to Enable

Leverage new subject area(s) by adding to existing reports or using in new reports. For details about creating and editing reports, see the Creating and Administering Analytics and Reports book (available from the Oracle Help Center > your apps service area of interest > Books > Administration).

Key Resources

https://docs.oracle.com/en/cloud/saas/sales/faoec/index.html#COPYRIGHT_0000