Restricting Access to SmartText and Hiding Sections
Client asked about "user group" functionality for SmartText Templates (similar to knowledge articles), and about modifying aspects of the popup for entering user-defined variables.
Content (please ensure you mask any confidential information):
After discussing SmartText Templates with our client, they asked the following questions:
- Can we hide certain SmartText from general Associates and only make them visible to Help Desk Agents, or people with a custom agent role?
- Can we hide the box near the top of the pop-up for user-defined variables? (will attach example screenshot)
I reached out to a colleague to ask their opinion, but they haven't seen either of these done before. Has anyone seen a use case or an example of this previously?