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Restricting Access to SmartText and Hiding Sections — Cloud Customer Connect
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Restricting Access to SmartText and Hiding Sections

Received Response


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?

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