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Message Templates and Viewable answer content from the console
Answer ID 5491   |   Last Review Date 03/18/2019

How do you edit the details visible to agents in the console when viewing an answer from "SmartAssistant" or "Search Knowledge base"?

Environment:

Message Templates, Answer Print message type
Oracle Service Cloud

NOTE:  This only applies to sites where message templates (MESSAGE_TEMPLATES_ENABLED) has been enabled.

Issue:

While editing an incident, an agent selects the Search Knowledge base or SmartAssistant buttons within the workspace.  After searching for and selecting to view an answer, there are default details displayed.  We want to modify what is shown in that preview window.

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Click to enlarge image

Resolution:

The "Answer Print" Message Template message type is responsible for answer content that is viewed via "SmartAssistant" or "Search Knowledge base" buttons when an agent is working an incident.  The message template can be modified using the steps below:

1.  Configuration -> Site Configuration -> Message Templates

2.  Select the interface you wish to edit and click on "Print Pages" in the ribbon

3.  Expand the "Print" section

4. Select 'Edit' for the Answer Print message type

By default the template looks like this:

Image

This template can always be restored to its original content by utilizing the "Restore" feature.


See also related Answer ID 5380: Customizing notifications and email messages sent by Oracle Service Cloud.

For additional information, refer to the Message Templates Overview' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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