Which custom fields are available for conditional or case sections in message templates?
Certain fields from the data dictionary are not available in the list menu for conditional or case sections in message templates. Some custom object fields are available but not all. What can I use when the fields listed are not enough?
All custom object fields except those with type "text area" are included. These can be used in combination with business rules to create functionality outside of what's given out of the box. Fields of type "text area" are not available for conditional or case sections of message templates because they are not searchable.
For additional information, refer to the Searching in reports 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.