Recently, I had an opportunity to participate in Engagement Cloud R13 workshop for Oracle partners. During the workshop, we explored many of the new Engagement Cloud capabilities.
In this blog post, I am going to explain how to use SmartText (one of the Productivity Tools), which enables the speed and consistency of Agents working on Service Requests.
Engagement Cloud R13 is a cloud-based solution for Sales and Service capabilities unified on a single platform.
Fig. 1: Engagement Cloud – A unified Sales and Service on One Platform
Engagement Cloud enables all users in your organization to better serve customers by:
- Capturing, assigning, and resolving customer issues efficiently and effectively
- Communicating with customers over one or more channels to help clarify and resolve issues
- Publish a searchable knowledge base to help your employees and customers easily find answers to their questions
SmartText
The SmartText feature enables service agents to quickly and easily insert pre-defined blocks of text into service request messages and problem descriptions. We can use merge field variables to automatically populate information about the customer and service request to quickly personalize a message.
SmartText entries can be pre-composed to meet branding standards, marketing positioning, and legal requirements for public-facing statements.
Allows an agent to quickly enter standardized fragments of text such as greetings or signature blocks or other commonly used phrases
Supervisors or managers can define public SmartText entries that can be shared with the entire service organization, and agents (with permissions) can define their own SmartTexts for their personal use.
Roles & Privileges
Fig. 2: Roles and Privileges
Enable SmartText
Navigate to Setup and Maintenance work area and use the Manage Standard Text Profile Options task to enable SmartText.
Fig. 3: Enabling SmartText
Access SmartText
An Agent working on a service request can expand a pane on the right side to show the SmartText tab.
Fig. 4: Agent accessing SmartText
Insert SmartText
While composing a response or writing in the Service Request description field, use the SmartText icon to select and insert SmartText.
Fig. 5: Agent inserting SmartText
Creating and Editing SmartText
New SmartText can be created or edited from within the SmartText panel of the Service Request view.
Fig. 6: Create/Edit SmartText
Using placeholders in SmartText
In addition to standard fixed text, SmartText can include placeholders for variables that represent values in whatever Service Request (SR) is current, such as the name of the contact, the SR reference number, or the product.
Fig. 7: Adding placeholders in SmartText
Save as Personal SmartText
Saving as Personal SmartText makes it available for only by one person who created it.
Fig. 8: Save as Personal SmartText
Set GLOBAL scope for SmartText
Users with the Admin SmartText privilege, such as the Customer Service Manager, can set the scope of a SmartText entry to GLOBAL. SmartText set as GLOBAL will be available all users with the Use SmartText privilege.
Fig. 9: Set Sharing in SmartText
SmartText entries can be established by a system implementer for global availability. Individual agents with appropriate privileges can create their own personal SmartText entries.
Create appropriate roles for agents with various levels of experience or seniority and grant the Service Request Troubleshooter role (or another role with the Manage SmartText privilege) only to certain agent roles.
For temporary SmartText entries, it may be more effective to edit existing SmartText entries rather than to create a new entry, since it may be harder for busy agents to remember new task requirements. For example, changing a standard closing to include a seasonal greeting or to remind customers of a temporary promotion ensures that agents use the new wording without requiring any additional actions on their part, and that they will stop using it whenever that is appropriate.
Recommended Practices
- Create standard SmartText in order to:
- Increase agent productivity
- Ensure that responses sent by agents are appropriately worded and branded as the enterprises wishes
- Agents create certain individual SmartText entries as appropriate
- For example, a signature block
- Create temporary SmartText entries, such as text that you want to have included in each response for a limited time
- For example, you can change an existing SmartText entry or create a new entry for use during a sales promotion, then remove that text when the offer expires
