Skip Navigation
Expand
Using HTML in an answer in 18A and newer
Answer ID 55   |   Last Review Date 07/22/2019

How do I enter HTML into an answer so that it renders when viewed from the end-user pages?

Environment:

HTML Answer Content
Oracle Service Cloud, version 18A and newer

Resolution:

When working with answers, the HTML editor is always enabled for use.  For the Question and Answer tabs of an answer, you can click the Source button to toggle between the HTML editor and the underlying source HTML code.

Note: Access to the Design and Source modes can be enabled/disabled at the profile level. Assign Service Permissions for more information.

In the design mode, you can create dynamic, well-formatted answers without previous HTML experience. You can include special formatting in your text and add graphics, links, and other HTML features. The HTML is written automatically as each option is added.

For more information on the various options in the answer editor toolbar, refer to Answer Editor Features.

Using source mode (select the Source button), you can create answers using HTML source code. In version 19A and newer, the editor displays your code in colored text to indicate structure and syntax.

Note:  If you put code into the answer solution source mode that has an html head and/or body tags in it, you will receive the message:

"Solution.  You cannot save answer content as a full HTML document.  Either remove HTML tags manually or switch to Graphical mode for automatic cleaning."

This is because the answer HTML will be embedded on a page that already contains the html, head and body tags. Therefore, to have these tags also in the solution would cause 2 copies of these tags to be included in the page source. This can cause display problems and is a security risk.

To save the answer, select the Source button again to return to design mode and these tags will automatically be removed. You can also manually remove the html, head and body tags from the source mode.

For additional information, refer to the 'Adding HTML Answers' 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.

Note: Oracle Service Cloud Technical Support staff do not provide support for HTML coding issues. For assistance with HTML issues specific to your site, please consult the Webmaster for your site.

If it is determined that the site customization has resulted in a loss of system functionality, Oracle Service Cloud will assist users, without charge, to restore their system to the initial installed configuration. Any additional assistance may, at Oracle Service Cloud's discretion, be provided by our Oracle Consulting group subject to standard consulting fees.

Available Languages for this Answer:

Notify Me
The page will refresh upon submission. Any pending input will be lost.