Supporting Standard Text Custom Object Variables in Incident Threads using Extensibility

Scope

Using standard text in incident responses saves time, eliminates errors, and helps staff members respond to customers with consistent information. After your administrator has added standard text on the Service Console, you can insert standard text using the Standard Text tool panel or, if you know the keyboard shortcut for the text item, you can enter it without opening the Standard Text tool panel.

The standard feature does not support Custom Object fields configured within the Standard Texts to get replaced by the custom object record value. To overcome this we can make use of extensibility. This article aims to detail one possible solution.