How do I manage SmartText entries?

A SmartText entry is a reusable fragment of text that you or your users can create and use in service request messages. You can also create SmartText messages to use in chat.

As an administrator, you can create public SmartText entries that all users can use. Users can’t edit these entries.

You can create SmartTexts in multiple languages. You can use rich-text to create SmartText entries in service request message fields by enabling HTML. Other service request fields, such as Problem Description, Solution Description and Transfer Service Request only support plain text. You can also create SmartText entries for chat.

You can create SmartText entries for a specific business unit if you have the HZ_ENABLE_MULTIPLE_BU_CRM profile option enabled (set to Y). With this profile option enabled, the Business Unit drop down list is displayed in the Manage SmartText UI so you can assign a BU at the time you create a new SmartText. For more information, see Manage Common CRM BU Profile Options for Service BUs.

You can define where to save the SmartText entry, insert variables in the entry, and choose to share the SmartText entry by using the following availability options:

• Always: Select this option to make the SmartText entry available to users at all times.

• Interval: Select this option and define the period during which this entry is available to users.

• Disabled: Select this option to disable the SmartText entry and display it in the public folders for the users.

Required Privileges

The following table shows the different privileges you grant to allow your users SmartText access.

Privilege	Code	Description
Use SmartText	SVC_USE_STD_TXT_PRIV	Allows a user to view, search and insert SmartText.
Manage SmartText	SVC_MANAGE_STD_TXT_PRIV	Allows a user to create, update, and delete SmartText for their own use.
Publish SmartText	SVC_PUBLISH_STD_TXT_PRIV	Allows a user to set the scope of SmartText to GLOBAL which allows any user with the correct privilege to view and use that entry.
Administer SmartText	SVC_ADMIN_STD_TXT_PRIV	Allows the user to administer SmartText.

Require Agents to Provide User Entered Values when Inserting SmartText

You can enable your application to require agents to enter values for user variable prompts when they select a SmartText. This ensures that all requested data is captured.

Here's the profile option you need to set to activate the functionality:

1. In the Setup and Maintenance work area, go to the following:
   • Offering: Service
   • Functional Area: Productivity Tools
   • Task: Manage Global Search Profile Options
2. Search for the profile option code ORA_SVC_SMARTTEXT_MANDATORY_USER_VARIABLES
3. Set the site level profile value to Yes.
4. Click Save and Close.