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Utilising "Add as text" on an incident message - can summary and question be removed without...

Accepted answer
edited Jun 8, 2022 8:32AM in Agent Desktop 5 comments


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. 


<content of summary>


<content of question>


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?


Oracle service cloud - Feb 16 version

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