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Missing the Design tab in the Answer Workspace
Answer ID 6654   |   Last Review Date 03/18/2019

Why is there only the source option for creating an answer with no option for design mode?

Environment:

Answer Workspace, Profile Permissions
Oracle Service Cloud, All supported versions

Resolution:

When editing answers, agents can view the Design mode or Source mode or both, depending on how their profile permissions are set for Answers.

It is possible to toggle each tab on an off using the steps below:

  1. Open the agent profile for edit
  2. Select Permissions from the ribbon
  3. Select the Service tab
  4. In the Answers, select / de-select the HTML Design Mode and/or the Source Mode options
  5. Save & Close the profile once changes are complete

This will allow all the agents associated with this profile to use the tab(s) in the answer workspaces.

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