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How do I create standard responses for use when responding to incidents and chat requests?

Environment:

Standard Text Messages, Standard Response Text
Oracle B2C Service, All versions

Resolution:

Oracle B2C Service allows you to create standard text responses that your staff can use when responding to customers in incidents or chat sessions. These standard text responses can also be appended automatically to incidents if configured in a business rule. They are designed to cut down on typing repetitive responses or snippets of information that would not make an appropriate public answer. 

To create standard text, use these steps in the .Net console:

1. Configuration > Service > Standard Text
2. Click New from the top ribbon
3. Enter all applicable fields
   1. Name - display name of standard text message
   2. Hotkey - shortcut agents can use to append message (i.e. F8+hotkey)
   3. Type - check each box where you want the standard text message to be available
   4. Value - the standard text message can be added in plain text and/or HTML 
   5. Visibility - check each interface where the message is to be used
      * For more detailed descriptions of each field, refer to Add or Edit Standard Text.
4. Save and Close

Using a Standard Response:

In Agent Browser UI Incident workspace: 

1. In your response, position the cursor where you want to insert the standard text.
2. Click the Standard Text icon on the upper right of the incident workspace to open the Standard Text tools panel.
3. Click the Standard Text drop-down menu to view the titles of the configured standard text items and search for a standard text by entering the item name in the search box. The matching results will display in a hierarchical menu.
4. Click on an item to display it in the Preview field. You may need to expand folders to view additional standard text.
5. Click Add to Message to insert the standard text into your response.
6. You can use the standard text search within the response to search and enter standard text.
   1. Enter $ followed by a beginning character of the standard text to start the search.
   2. Enter additional characters to further filter the search.
   3. Select the standard text item and press Enter.
   4. Press Esc to leave the standard text search without entering any items.

In .Net console:

1. In your response, position the cursor where you want to insert the standard text.

2. Click Standard Text on the Messages tab toolbar in the incident workspace or in the Compose section of the Chat workspace.

3. In the pop-up window, select your standard text and add it to your response using any of these methods:

• With the standard text selected, click OK.

• Double click the standard text.

• Drag the name of the standard text item to your response.

• Right click on the standard text and select Add Standard Text.

If you know the shortcut for the standard response, click F8 to open the shortcut box. Enter the hotkey (shortcut) sequence and press Enter to append the standard text message to your response.

Note: If your organization uses variables in standard text, such as contacts.first_name, the variable is replaced with the appropriate data before you send your response to the customer. If a variable entry does not have a value associated with it, you must enter the value before sending your response to the customer.

See Additional Resources section below for more ways to use standard text messages.

HTML Value field:

The content of the HTML Value field is when the rich text editor is enabled for incident entries (responses, private notes, customer entries). When the plain text editor is selected on an incident, then the standard text's "Text" value is used.  

When an end-user submits an incident and a business rule is in place to append the response template to the Solution field, if the response template has content in the HTML Value field, that HTML content displays to the end-user before the incident is actually submitted. This allows you to display suggested solutions using the $solutions variable before the incident is submitted.

System Variables:

When creating standard text responses, you can append system-defined variables, such as contacts.first_name, into the standard text response. Click the $ icon on the right side of the Value bar.