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How to achieve Service Request deeplink as a Hyperlink in the the Smart Text

Received Response
edited Oct 14, 2020 6:36PM in Fusion Service 9 comments


I have to create a hyperlink in the smart text which points the end user to the Service Request in DCS customer portal.

 When smart text is inserted in the message response,SR link is not formed and it prompt agent to enter the Service request number still link is not generated properly.

I am providing the link URL in the smart text as follows:[[‍Reference Number (Service Request)]]&page=shell&shell=service-request-detail



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