Policy Automation for B2C Service

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Topic

    Taryn Lyon
    Displaying Contextual KB Articles
    Topic posted February 27, 2018 by Taryn LyonGreen Ribbon: 100+ Points 
    45 Views, 2 Comments
    Title:
    Displaying Contextual KB Articles
    Content:

    Hello! I am attempting to have my customer facing interview display an article from our Answers database in Oracle Service Cloud based on the user's answers. I understand how to make the display of a control contexual, however, I am uncertain of how to get the Answer text to display. Might anyone have any experience with this?

    Thanks!

    Version:
    Service Cloud

    Comment

     

    • Scott Heidenreich

      I also have this question.  When I load the answer solution into an OPA attribute, all I get is the HTML source code on the screen.

    • Steven Robert

      There are a few ways to do this, depending on what you are after:

      1. Provide a contextual link - enable users to click on a link to click on a link and open in new tab

      2. Use a custom control or interview extension to render a customer portal page displaying the answer inline - for a quick and dirty example - try inserting a Label, type Custom, and insert a link to your answer as the url https://***.cushelp.com/app/answers/detail/yyy

      3. Use an approach similar to that suggested by Scott whereby an answer is mapped in via reference data. This may require additional effort to ensure that the text is rendered with html tags as expected.