The Standard Response Editor has the following tabs:
Enter a name, description, and subject. The name must conform to the restrictions on names of Knowledge Manager objects.
Standard Responses can have both a plain text version and an HTML version. Use the Plain text part area on the General tab to enter text for the plain text version. Use buttons as follows:
Click Insert Field Code to open a dialog box displaying a list of all of the field codes that you created (see New Field Code). Select a field code to display its text. Click OK to insert it in the standard response.
Click Check Spelling to check the spelling in the standard response. This spelling checker ignores field codes.
Click Check Field Codes to check the result of applying (rendering) field codes. The values rendered are taken from a collection of generic properties that exists for this purpose.
Note: Standard Responses that are intended for use in FAQ objects should not contain field codes. FAQ objects contain no means of rendering field codes.
For the HTML version of a standard response, you must first create the standard response as a standalone HTML file. Then proceed as follows:
On the HTML part tab, click Import and browse to the HTML file you want to import, then click OK. The HTML Standard Response dialog appears.
This dialog box opens with its Edit HTML tab showing. On this tab you can do the following:
Insert, delete, copy, and paste text. Pasted text retains its attributes. Inserted text takes on the attributes of its insertion point.
Insert field codes using the Insert FC button.
Go to the Render Standard Responses tab to see the standard response with the field codes rendered in the same way as when you click Check Field Codes on the General tab.
Use the check boxes to set the possible uses of this standard response:
Autoresponse
Acknowledgment
Suggestion
to Agent
FAQ
For each of these possibilities, use the check box to further specify it as Active or not. If you have more than one standard response of a given usage type for a given category, the system selects the Active standard response when it needs a single standard response of that type (that is, when a routing strategy contains an Autoresponse or Acknowledgment object).
There can be only one Active standard response of each usage type for a given category.
Use the check box to set the status (Approved or not). Only Approved standard responses can appear in Routing objects.
Enter a start date. Enter an expiration date or select Never expire.
View list of attachments.
Add or remove attachments.
View version history of the response.
To choose the version that appears on the Standard Response pane, select the version and click Restore version.
Note: Restoring a version restores only the description and text of the standard response. All other attributes (usage type, approved, expiration date, and so on) are not restored.
See also "Creating Standard Responses" in the "Genesys Knowledge Management: Basics" chapter of the Multimedia 7.6 User's Guide.