Utilising "Add as text" on an incident message - can summary and question be removed without...
Content
so here is the basic scenario:
An agent opens an Incident > Clicks on Messages > Clicks on Search Knowledgebase
Searches for answer > and Clicks Add as text
The content is then added to the reply However, the text below is always inserted into replies and agents have to manually remove it.
***********Summary**********
<content of summary>
**********Questipon***********
<content of question>
**********Answer**************
Is this avoidable ? I.E can the content of the Answer be the only text that is added. is there a setting when creating an answer that removes the above from the insert?
Version
Oracle service cloud - Feb 16 version
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