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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

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Summary:

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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