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  • Adding links to Knowledgebase Answers in Standard Text

    Environment:   Standard Text Editor Oracle B2C Service, All versions   Resolution:   You should be able to follow the steps below to create a standard text with answer links...

  • Adding standard text with escalation emails

    Environment: Incidents, Rules, Escalations Oracle B2C Service Resolution: To add standard text with an escalation notification email, you will have to add the following conditions in the THEN section...

  • Some standard text not appearing when previewed

    Environment: Oracle B2C Service, Standard Text Messages Oracle B2C Service, all supported versions Resolution: In previous versions released before November 2014 the Standard Text defaulted to the...

  • Standard Text system-defined variables

    Environment: Standard Text, System-defined Variables, $ Resolution: The following table lists the system-defined variables (standard content variables) that are available for standard text...

  • Extra space added in HTML standard text

    Environment: Standard Text / Incident Response Emails Resolution: The spacing used in the standard text entries is by design. There were other issues with the display of the various typefaces and...

  • Results returned by the "Standard Text Utilized By Agents" report

    Environment: Analytics, Standard Text Oracle B2C Service, All versions Resolution: The "Standard Text Utilized By Agents" report (ac_id 13034) will only count standard text used directly in...

  • Quick text feature to append standard texts

    Environment: Standard text, hotkey Resolution: The F8 function key opens the quick text feature, which allows you to enter a hotkey sequence for a standard text. This allows staff to most easily...

  • Grouping standard text responses in folders

    Environment: Service > Standard Text Response Messages Oracle B2C Service  Resolution: Oracle B2C Service allows you to create folders to better organize the standard responses you create for...

  • Adding standard text via workspace rules

    Environment: Workspaces, Standard Text Oracle B2C Service Resolution: A workspace rule action is available for incident workspaces and incident scripts that adds standard text (as a specified...

  • Tracking Standard Text used by agents

    Environment: Analytics, All versions Resolution: The standard report "Standard Text Utilized by Agents" can be used to track standard text use by Agents. You can find the Standard Text Utilized by...

Documentation (8203)

  1. Link to a URL

    Standard Text Using the Agent Browser User Interface Search Home Working with Incidents Standard Text Using Last Updated: 02/02/2025

  2. Link to a URL

    Add or Edit Standard Text create standard text and variables to represent words, phrases, and replies that agents use frequently Last Updated: 11/13/2025

  3. Link to a URL

    Insert Standard Text Using a Keyboard Shortcut . Insert Standard Text Using a Keyboard Shortcut If you know the keyboard shortcut for standard text Last Updated: 09/09/2022

  4. Link to a URL

    Insert Standard Text Using a Keyboard Shortcut . Insert Standard Text Using a Keyboard Shortcut If you know the keyboard shortcut for standard text Last Updated: 06/16/2022

  5. Link to a URL

    Insert Standard Text Using Keyboard Shortcuts or the Standard Text Name Using the Agent Browser User Interface Search Home Working with Incidents Standard Text Using Last Updated: 02/02/2025

  6. Link to a URL

    Insert Standard Text customer information, SmartAssistant suggested answers, answers in the knowledge base, and standard text Last Updated: 09/09/2022

  7. Link to a URL

    Insert Standard Text customer information, SmartAssistant suggested answers, answers in the knowledge base, and standard text Last Updated: 11/13/2025

  8. Link to a URL

    Insert Standard Text customer information, SmartAssistant suggested answers, answers in the knowledge base, and standard text Last Updated: 06/16/2022

  9. Link to a URL

    Insert Standard Text from the Standard Text Window . Insert Standard Text from the Standard Text Window When you are busy responding to customer Last Updated: 11/13/2025

  10. Link to a URL

    Insert Standard Text from the Standard Text Window . Insert Standard Text from the Standard Text Window When you are busy responding to customer Last Updated: 09/09/2022
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