With Quick Text, reps can quickly add predefined text snippets, including dynamic merge fields to Case Comments. Quick Text standardizes internal and external communication, keeps notes consistent, and saves time by reducing repetitive manual typing.
Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.
Why: This capability extends the efficiency and standardization benefits of Quick Text to internal collaboration tools along with external tools. Admins create and store Quick Text messages in shared folders. Reps can insert these messages which can contain dynamic merge fields, like Contact.FirstName that are automatically replaced with data based on the related case contact.
How: From Setup, in the Quick Find box, enter and select Quick Text Settings. Turn on Quick Text on the Quick Text Settings page. For Case Comments, admin must also turn on the Rich Text for Case Comments org preference in Support Settings. Your reps can access Quick Text by using the insert button or the Quick Text icon in the Case Comments editor.