Oracle

Engagement Cloud R13: SmartText – An Agent Productivity Tool

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

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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
About the Author

Varghese Daniel is a Solutions Architect with Perficient’s CRM practice. He is an accomplished CRM implementation consultant with 20-plus years of CRM implementation and upgrades experience. He holds several Specialist certifications in Salesforce CRM, Salesforce CPQ, Siebel CRM, and Oracle Sales Cloud and is also an active member in Oracle Community Spaces (Oracle Sales Cloud, Siebel and Integration Cloud service).

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