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iService User Guide

Navigation: Introduction

Working With The Rich Text Editor

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iService includes a rich text editor (CKEditor) for displaying customer messages, creating new messages, editing find answers articles, and other text areas when an agent views or creates text.

 

The functions of the editor are shown below.

 

click to expand

The rich text editor

 

The functions within the editor are similar to most word processors, except for the View Source Code button at the far right of toolbar. This button toggles between the HTML edit mode, which displays the full HTML that is being created by the editor. This mode should only be used if you are familiar with HyperText Markup Language.

 

Spell Checking

Spell checking is a function of your browser (Chrome, IE, Firefox, etc.). The standard approach to spell checking in browsers is to underline misspelled words with a red line. The right-click button is used to access the spell checking menu in normal web pages. However, in CKEditor the actions assigned to the mouse right-click button are customized for the editor.

 

Right click in the RTE

Right click in the RTE

 

To access the regular browser menu inside of the editor use the Ctrl-Right Click button. This will reveal the spelling options as shown below.

 

Ctrl-Right Click in the RTE

Ctrl-Right Click in the RTE

 

Embedding Images Into the RTE Text Area

In most cases, you will be able to copy and paste images into the editor using the copy and paste keyboard shortcuts (Ctrl-c and Ctrl-v). iService will convert your embedded image into a file stored in the iService database and display it properly to the recipient.

 

Full Page Edit

The Full Page Edit mode RTE_FullPage allows you to expand the editor to full screen, complete your edits, and then toggle back to the prior view. This is useful when the customer question contains large graphics or spans several pages of text.

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