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RightNow Customer Forum :
Solution Discussion :
RightNow Service :
Search KB within an incident - KB answer shows up w/ all HTML formatting & symbols
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Search KB within an incident - KB answer shows up w/ all HTML formatting & symbols
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lisap
Contributor
Posts: 18
Message 1 of 5
Viewed 166 times
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We're still in production setting up our CRM & Portal - testing out the email incident queue for support w/ a newly created test incident - when i search our KB - it correctly shows everything we've put in - but when I 1."add as link" it shows up like this:is there a way not to show the answer title part to the customer? Answer Title: Paying professional subscriptions by invoice or PO (purchase order). Answer Link: http://surveymonkey.custhelp.com/app/answers/detail/a_id/7 2. "add as text" it shows up w/ all the HTML code visible - (see below)- am I forgetting to configure or enable something so it doesn't show up like this to customer? <as-html> <p>Want to present survey data to your team in a quick and clean format? Or analyze the data through different visual representations? If so, charting is available within the Analyze section. Professional subscribers can customize and download the following types:</p> <p><b>Step 1:</b></p> <p><img height="30" alt="analyze_icon.JPG" src="http://images.surveymonkey.com/HelpCenter/images/analyze_icon.JPG" width="34" />Click the [<b>Analyze</b>] icon to the right of the survey on the My Surveys page.</p> <p> </p> <p><b>Step 2:</b></p> <p>The Response Summary section opens.</p> Thanks for any help!
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Solved!
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11-05-2009 12:47 PM
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Re: Search KB within an incident - KB answer shows up w/ all HTML formatting & symbols
[ Edited ]
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 Kyle
Über Contributor
Posts: 1298
Message 3 of 5
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I don't think there's a way to remove the Answer Title and Answer Link text before it's inserted into the response pane. You can, however, delete/edit it after it's inserted. Most of our agents remove, type their own text and just include the URL back to the answer. When you "Add as text" then the text along with basic HTML formatting is carried over into the response window. I never understood this but the rationale is that if the contact has HTML enabled email then the formatting will carry over. If they have text-only then the formatting and HTML tags are stripped out. With that said however, it's a massive PITA to see all of that HTML from the agent side especially since it clutters up the message thread. I keep hoping RightNow will fix this so my fingers remain crossed. IF (god willing) we ever see HTML formatting allowed within the response window then I'm guessing this issue goes away. You can find this in the Idea Lab if you want to lend your support/Kudo. FWIW we instruct our agents only to link back to answer and not at the answer text. Knowledge content is dynamic over time so if you send back the text then you've essentially locked in that answer for the contact. However if that answer changes two weeks from now then the contact won't realize this if they only refer to your reply from the email. By linking back to the answer the contact will always see the most recent version. Hope that helps.
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 Accepted Solution
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11-05-2009 01:10 PM
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