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What are Incident Reference Smart Tags and how do I use them?

Environment:

Outlook Integration

Resolution:

Oracle B2C Service offers Smart Tags for incident reference numbers.   

Incident Smart Tag in Microsoft Outlook (note the space between the reference # and cursor)

When an agent is logged into the Oracle B2C Service application, incident reference numbers within Outlook emails are recognized and the agent can open the incident record directly from the email message.  This integration is a helpful and time-saving feature for service agents. 

You must contact Oracle B2C Service Technical Support to enable Outlook Integration in order to use smart tags, and then you must install Smart Tags on your local machine in order for Outlook to recognize them.

To Install Smart Tags:

1. Close Outlook.
2. In the console, click the application button in the top left corner and select Links > Install Incident Reference Number Smart Tag. The SmartTag Setup Wizard opens.
3. Click the Next button to open the Select Installation Folder window.  Choose the location you want the folder to reside in.  It is recommended to choose the default of:
   C:\Program Files\RightNow Technologies, Inc\RightNow SmartTag
4. Click the Next button to open the Confirm Installation window, and follow the on screen instructions to complete the installation.

Important: When you re-open Outlook, type in a valid reference number preceded by a #, then insert a space or hit <enter> or input any character just after the reference number as described above and shown in the screenshot. Then, mouse over the reference number in Outlook to see the Smart Tag tooltip.

If you are using Outlook 2010, you must right-click the reference number and select Additional Actions to view smart tag options.

Note: There are known issues with Microsoft Windows XP SP2 / Office 2003 and Windows XP SP3 / Office 2003.  Smart Tags may not work correctly until additional steps are taken.  In order to fix Smart Tags in these cases, the user must follow the steps described in this link: Microsoft Support Article ID: 884197

Outlook 2007 support

The path to enable Smart Tags in Outlook 2007 is:

Tools->Options->Mail Format->Editor Options->Proofing->AutoCorrect Options-> Smart Tags

Outlook 2010 support

Note: In Outlook 2010, Smart Tags are referred to as Actions.

The path to enable Actions in Outlook 2010 is:

File->Options->Mail->Editor Options->Proofing->AutoCorrect Options->Actions

Select the box next to 'RightNow CX Incident (RightNow CX Recognizer)'

Note: If you are using Outlook 2010, you must right-click the reference number and select Additional Actions to view smart tag options.

For additional information, refer to the 'Install Oracle B2C Service SmartTag' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.