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:

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 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:

When responding to a customer via an incident response or chat session, click the Standard Text button in the tool bar. In the pop-up window, either drag the name of the standard text item to your response or 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.

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 into the standard text response. Click the $ icon on the right side of the Value bar.