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            Add a Reason Text Option to a Service Flow

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            Add a Reason Text Option to a Service Flow

            You can use all Order Management service flows out of the box, and you can also customize a flow and expand its functionality. This customization gives customer service representatives more flexibility when tracking a return or discount by providing an empty field to add a reason.

            Required Editions

            View supported editions.

            If you don’t have an editable version of the flow yet, copy a flow template.

            You can enable reason text in discount, return, and RMA service flows.

            1. Click Setup at the top of the page, and then select Setup.
            2. In the Quick Find box, enter flows, and select Flows.
            3. Select the flow that you’re customizing.
            4. In the flow, open the Manager tab.
            5. Find and select the Reasons Selection screen component.
            6. Click OMS Change Detail Selector.
            7. Set Use Reason Text to {!$GlobalConstant.True}.
            8. Click Done.
            9. Click Save.
            10. If you’re ready to activate the flow, click Activate.

            See Also

             
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