Script Exit and Finish buttons - Dynamic Agent Desktop recipe

September 1, 2017, 10:12 am

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Topic by Jens

Content

Script Exit and Finish buttons

Author: Jens Lundell
Oracle Service Cloud
Sr. Development Director

 

Difficulty rating:(Intermediate)

Target persona: Workspaces administrator creating scripts for agents

Ingredients:Agent Scripting, Workspace Rules, Desktop Workflow

Overall description/purpose: In this video we discuss the Navigation Panel in Agent Scripting. Specifically we learn:

1. How the Beginning, Previous, Next, Exit, and Finish buttons work
2. How to hook up the Exit and Finish buttons to Workspace Rules
3. How to branch in a Workflow when the Exit or Finish buttons are pressed in a Script

This video only applies to the Agent Desktop at this time, as Agent Scripting is not supported in the Agent Browser UI yet.

Video: Click to View Video

Attachments: Attached is a Workflow export file with the final Workflow, including the Script and Workspaces, that branches based on if Exit or Finish is selected in a Script. Import using instructions here.

File

Script Exit & Finish Workflow.xml(19KB)

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Managing Complex Workflows - Dynamic Agent Desktop recipe

September 1, 2017, 10:15 am

≫ Next: Mapping Tables and Workflow - Dynamic Agent Desktop recipe

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Topic by Jens

Content

Managing Complex Workflows

Author: Jens Lundell
Oracle Service Cloud
Sr. Development Director

 

Difficulty rating:(Intermediate)

Target persona: Workspaces administrator creating workspaces and workflows for agents

Ingredients:Desktop Workflow

Overall description/purpose: As you create more and more complex Desktop Workflows you may notice that they become cluttered and hard to understand. Looking at a workflow created by someone else may be very confusing and even following your own workflow after your summer vacation may be hard.

In this video we discuss various techniques for cleaning up your workflows to make them smaller, easier to understand, and easier to maintain. Specifically we learn:

1. How to delete unnecessary elements
2. How to move around elements to prevent overlapping connectors
3. How to size certain elements to make them easier to read, and provide more space for their connectors
4. How to reduce dead space in workflows by moving elements closer, reducing the need to scroll back and forth to see the whole workflow
5. How to delete redundant connector labels
6. How to edit element labels to make them easier to read
7. How to edit connector labels to make them shorter, easier to read, and less cluttered
8. How to move connectors’ elbows to prevent connectors from overlapping
9. How to change connector types to suit your personal preference, and prevent connectors from overlapping
10. How the Workflow element works
11. How to extract elements from an existing workflow into a nested workflow. This can be done in order to reduce the complexity of the outer workflow and for allowing the nested workflow to grow without affecting the outer workflow.
12. How to use the Return element to create different exit points for a nested workflow, which an outer workflow can use as branching points.

This video only applies to the Agent Desktop at this time, as Desktop Workflows is not supported in the Agent Browser UI yet.

Video: Click to View Video

Attachments: Attached is a Workflow export file with the final workflow created, which contains the nested workflow. Import using instructions here. After importing you will have to change the Category decision element to use Categories on your own site.

File

Clean Workflow.xml(35KB)

Mapping Tables and Workflow - Dynamic Agent Desktop recipe

September 1, 2017, 10:19 am

≫ Next: Dynamic Agent Desktop Cookbook

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Topic by Jens

Content

Managing Complex Workflows

Author: Jens Lundell
Oracle Service Cloud
Sr. Development Director

 

Difficulty rating: (Advanced)

Target persona: Workspaces administrator creating workspaces and workflows for agents

Ingredients:Custom Objects, Workspaces, Desktop Workflow, Analytics

Overall description/purpose: A mapping table, often called associative entity, is a table that is used to associate records from two different tables, in order to create what is called a many-to-many relationship. An example from the real-world is Students and Courses. A Student can attend many Courses, and a Course can have multiple Students. If we wanted to store these relationships in a database we would need a Student table, a Course table, and a mapping table to store the associations, for example called StudentToCourse.

For more information about mapping tables, see this Wikipedia article.

In this video we discuss how to create a mapping table and how to use them in workspaces. We then discuss how to use Desktop Workflow to streamline the agent’s experience, and eliminate the step showing the mapping table Workspace whenever a mapping table record is created or opened.

Video: Click to View Video

Attachments: Attached is a zip file with the exported Custom Object used in the video, the report, and the final Workflow. To use this on your site:

1. Extract the zip file to a directory on your computer
2. Import the Custom Object, set your profile to have permissions for it, save it, and then deploy it
3. Import the Workflow
4. Import the Report
5. Edit your Contact Workspace and add the Contact’s Orgs View relationship item
6. Set the relationship item to use the report that you imported
7. Edit your profile and set it to use the imported Workflow for creating and editing Contact’s Orgs records

You may want to change the Workspace element to use your own Organization Workspace instead of the Standard Organization Workspace.

File

MappingTables.zip(6KB)

Dynamic Agent Desktop Cookbook

September 1, 2017, 10:24 am

≫ Next: Can you use a mask on phone to prevent text on existing contacts?

≪ Previous: Mapping Tables and Workflow - Dynamic Agent Desktop recipe

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Topic by Jens

Welcome to the Dynamic Agent Desktop Cookbook! Many of you are already familiar with the Analytics Cookbook, which we launched last year. We are now very excited to also launch a cookbook for the Dynamic Agent Desktop set of tools - Workspaces, Workspace Rules, Guided Assistance, Agent Scripting, and Desktop Workflow.

In the Analytics Cookbook each recipe results in a ready-to-use report or dashboard. In this cookbook we may not always produce an item that you can use directly on your site. Instead, the recipes will primarily consist of videos where we show the Dynamic Agent Desktop tools in action. We will show a combination of instructional material, tips, tricks, hacks – all aimed at helping you master these tools to use their full potential.

Each Dynamic Agent Desktop recipe include:

• Difficulty Rating (Beginner, Intermediate, or Advanced). Most recipes require some familiarity with the tools, see the ingredient list for links to documentation if you need to learn the concepts discussed.
• Target persona, describing who would use this recipe
• List of ingredients, aka list of Dynamic Agent Desktop features used, with applicable documentation links for those features
• High level textual description of the recipe
• A video showing the chef (author) “cooking” the recipe using the Dynamic Agent Desktop.
• Attachments, such as workspace export files, you can use a starting point for your own designs, or just to play around with on your own, to make sure you have fully understood the concepts explained in the videos.

As with all YouTube videos, it is very handy to know these keyboard shortcuts:

Space	- Pause/Play the video
Left Arrow	- Go back 5 seconds
Right Arrow	- Go forward 5 seconds
Shift + . (period)	- Increase speed
Shift + , (comma)	- Decrease speed

To begin with all recipes will be produced by Oracle Service Cloud, but in the future we hope to allow partners and customers to contribute as well.

Recipe List

Dynamic Agent Desktop recipe	Description	Chef (Author)	Level
Creating a Workspace with fields to the left	Learn about various Workspace Designer techniques for adding and moving controls, and for creating a layout where fields are placed to the left, instead of on top.	Jens Lundell	Beginner
Workspace Validation	Learn different ways to validate data entered on a workspace.	Jens Lundell	Intermediate
Script Exit & Finish buttons	Learn about how the Beginning, Previous, Next, Exit, and Finish buttons work in Agent Scripting.	Jens Lundell	Intermediate
Managing Complex Workflows	Learn various techniques for managing and cleaning up complex workflows.	Jens Lundell	Intermediate
Mapping Tables and Workflow	Learn how to create a mapping table and how to use it in Workspaces and Workflows.	Jens Lundell	Advanced

More coming soon!

The Fine Print:

• Dynamic Agent Desktop Cookbook recipes are donated resources. It is not the intent to have these resources supported by the recipe creator, Oracle Technical Support and/or Oracle Product Management. These are “use-at-your-own-risk” resources that should be validated and reviewed for accuracy.
• Dynamic Agent Desktop Cookbook recipe posts will be locked for comments. If you have a question about a recipe, start a new discussion post that contains your question and a link to the relevant recipe.

Bon Appetit!

Thanks,

Jens Lundell
Sr. Development Director, Dynamic Agent Desktop

Can you use a mask on phone to prevent text on existing contacts?

September 4, 2017, 8:05 am

≫ Next: Register Now! - Ask the Experts Webinar: Getting the Most Out of Custom Objects (23 Comments)

≪ Previous: Dynamic Agent Desktop Cookbook

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Topic by Paul Howard

I have applied a mask (M#M#M#M#M#M#M#M#M#M#M#) to the Internationalization --> Countries --> Phone Mask.  This prevents the agents from putting text or any symbols into a new contact's phone number.

However, if I open an existing contact and attempt to amend the phone number, it will let me change to letters, symbols and longer than I have stated at 11 numbers long.

Have I missed something here?

Thanks!

Paul

 

 

Register Now! - Ask the Experts Webinar: Getting the Most Out of Custom Objects (23 Comments)

August 19, 2015, 8:54 am

≫ Next: How to listen TCP Port from BUI? (1 Comment)

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Topic by Stephanie Kaleva

Oracle Service Cloud Ask the Experts Webinar

Register Now!

Getting the Most Out of Custom Objects

Wednesday, August 26 @ 8 a.m. PST/11 a.m. EST

Join Vimal Chopra, Director of Product Management for Oracle Service Cloud, as he dives into Custom Object functionality. Hear Vimal discuss how to use Custom Objects to get the most of out of them. During this webinar, Vimal will talk about:

• How to use Custom Objects to extend OSvC functionality for your specific business needs
• How to use Custom Objects in reports, workspaces, etc.
• Best Practices when defining Custom Objects
• Considerations while deploying Custom Objects in your environment

About the Presenter:
Vimal Chopra is Director of Product Management responsible for the Oracle Service Cloud Platform (Custom Objects, Business Rules, Public APIs, Custom Process Models etc.). Vimal has development background in various Oracle Technologies like Oracle DB, Fusion Middleware, Data Warehouse, Cloud Computing, etc. Vimal is based in Frisco, TX and has been with Oracle for 14+ years.

How to listen TCP Port from BUI? (1 Comment)

September 5, 2017, 12:53 pm

≫ Next: Service Cloud and Field Service Integration

≪ Previous: Register Now! - Ask the Experts Webinar: Getting the Most Out of Custom Objects (23 Comments)

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Topic by Mauricio Ninomiya

Content

Hi all,

Im trying to listen a TCP port from Browser UI. I know that at the console we can use EXT_CONSOLE_WS_ENABLED to listen, but it doesnt work with Browser UI. Is there another way to listen TCP port? 

 

Version

May 2017

Service Cloud and Field Service Integration

September 6, 2017, 4:40 pm

≫ Next: Turn off Question Receipt for just one mailbox (3 Comments)

≪ Previous: How to listen TCP Port from BUI? (1 Comment)

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Topic by Kiran Rajendran

Content

Hi Team,

I am looking for some help on integration between OSvC and OFSC. I am using latest release of OFSC for our demo purpose. According to the latest documentation ICS (Integration Cloud Service) has been recommended for performing integration from OFSC to any other cloud applications. But I am little confused on following scenarios and I really need some one to light my way.

1. How we can perform integration from OSvC -> OFSC. Through ICS? if so is there any documentations available
2. I have installed TOA adapters in our service cloud instance those are downloaded from this https://github.com/oracle/Accelerators/tree/master/ git hub location. Will it work with latest release? or is there any new adapters available for the new release

Thanks & Regards,

Kiran

Version

OsvC - Nov 16, OFSC Aug 2017

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Turn off Question Receipt for just one mailbox (3 Comments)

August 28, 2017, 10:54 am

≫ Next: Browser User Interface - full usage?

≪ Previous: Service Cloud and Field Service Integration

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Topic by Cathy+Jo Van+Pelt

Content

Is there anyway to turn off the question receipt email for just one of the mailboxes? We are testing a new product brand and our current message template doesn't work with this new brand.  Since I can only have one template, I would like to turn it off for the new mailbox but continue to use it for all of the others.  Thanks in advance...

Version

OSC May 2016

Browser User Interface - full usage?

September 7, 2017, 9:38 am

≫ Next: Using One object for more than one Functionality. (1 Comment)

≪ Previous: Turn off Question Receipt for just one mailbox (3 Comments)

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Topic by Brian L.

Content

Is anyone having their agents use the Browser User Interface full time? I am on the Feb 2016 release and had the BUI added to our test site. I've been playing around with it, and I am finding that response time is significantly slower than the Agent Desktop.

I assume the response time for this has gotten better in newer releases?

Version

February 2016

Using One object for more than one Functionality. (1 Comment)

September 10, 2017, 2:39 am

≫ Next: How to create email templates on custom objects (3 Comments)

≪ Previous: Browser User Interface - full usage?

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Topic by Venkat Tanneru

Content

Hi All,

We have a requirement where we need to use the Incident object for more than one purpose i.e. we want to use incident  as Service request as well as for storing one product's data, for which we need to have 2 different workspace for incident object associated to same profile.

Can the above scenario be achieved ?

Regards

Version

V1.3

How to create email templates on custom objects (3 Comments)

September 9, 2017, 11:52 am

≫ Next: Spell check Pop-Up

≪ Previous: Using One object for more than one Functionality. (1 Comment)

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Topic by Venkat Tanneru

Hi All,

We have a requirement to send email notifications for custom objects. Can you please let us know if there is any standard approach that is possible in service cloud?

Thanks in advance

Spell check Pop-Up

September 11, 2017, 1:19 am

≫ Next: Can you create a sub-incident? (1 Comment)

≪ Previous: How to create email templates on custom objects (3 Comments)

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Topic by Chris van Es

We have activate Spell check 'As you type' active on all workspaces. The last 3 months it takes about 10 seconds or more when click on the wrong word before the Popup screen occurs. 

We see this issue only on the agent's .net version. On the BUI it is OK. When install a new stand alone PC without the company setup it is working also OK. On other application like Word it is also working OK without any problems. 

As soon as we install this on the company setup it is for one or another reason slow, but only on the Oracle Service Cloud message tab. When the agent click many times (because the agent can not wait) it close down the hole application.

We using Nov. 2016 version. We also have an test version May 2017 where we see the same problem.

Has someone seen this issue before? Perhaps found a solution for it? 

Best regards,
Chris van Es.

 

Can you create a sub-incident? (1 Comment)

September 11, 2017, 12:54 am

≫ Next: Displaying a message during tab switch

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Topic by Mihai Matei

Content

Hi Guys

 

I need to create a Master Incident who should have more incidents linked to it, like a child incident. 

Can you do that  ?

 

Regards

 

Mihai

Version

Service cloud

Displaying a message during tab switch

September 12, 2017, 2:06 am

≫ Next: Help with Answer workflow (6 Comments)

≪ Previous: Can you create a sub-incident? (1 Comment)

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Topic by Srinath Srinivasan

Hi, 

Is there a way to display a message when we are switching tab in the incident workspace, I could see the possibility for the button click only, would be grateful if you could kindly assist me in this regard.

 

Thanks in advance,

Srinath Srinivasan

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Help with Answer workflow (6 Comments)

March 16, 2017, 1:44 am

≫ Next: Seems basic but - how do I get a custom object to show related items on an incident workspace? (7 Comments)

≪ Previous: Displaying a message during tab switch

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Topic by Ian Oliver

Content

Hi All

We are trying to create an answer workflow that copies answers (so we can use templates) and presents the user with the copied answer so they can edit it and save.  

I have attached my workflow diagram that is working OK but it creates 2 answers (see other screenshot) a blank new one and a copy of the answer they choose from the loaded answer stage (which is what we want).

Does anyone have any advice on how we get it so the blank new one doesn't get created or can we clear/delete it within the workflow ?

Thank you for advice in advance.

Ian 

 

Image

Seems basic but - how do I get a custom object to show related items on an incident workspace? (7 Comments)

September 12, 2017, 5:09 am

≫ Next: LOV's / Selection Lists with key-value pair element (1 Comment)

≪ Previous: Help with Answer workflow (6 Comments)

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Topic by Scott Heidenreich

Content

Hello,  I have a custom object that has a child relationship to the incident table.  I've created a report that lists the items I want to see from the custom object and have the report showing in a tab in the Incident workspace.  However, I have not figured out how to show only the records from the custom object that are related to the incident shown in the workspace.  I placed a View relationship item on the tab and the default report that comes with it works.  However, when I double click the view area in the tab and add my own report it does not filter to match the current incident ID.

How do I accomplish this!?

Thank you for your help!

Version

May 2017

File

custom object.png(52KB)

LOV's / Selection Lists with key-value pair element (1 Comment)

September 12, 2017, 12:45 am

≫ Next: Controlling the visibility of KB articles to contact mapping.

≪ Previous: Seems basic but - how do I get a custom object to show related items on an incident workspace? (7 Comments)

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Topic by marc

Content

Hi All

Is it possible to create a menu field (or a selection/custom menu) with LOV elements expressed as key-value pair?
Any advice will be much appreciated.

Thanks

Version

Service Cloud February 2017 SP4

Controlling the visibility of KB articles to contact mapping.

September 12, 2017, 7:13 am

≫ Next: Is there a Task Template - creation of multiple tasks from Incidents in Service Cloud? (1 Comment)

≪ Previous: LOV's / Selection Lists with key-value pair element (1 Comment)

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Topic by Rasheed Ahamed

Hi,

(Say)I have 5 contacts, each contact is from different country and different organization.

When a contact logs in to CP, he/she has to see only the KB Answers which are created for his country/organization.

I have done it using SLAs and Access Levels. 

 

Scenario : Now, Out of those 5 contacts 3 are having a role called HR who is suppose to have reporting employees under him/her, these HR contacts should have the ability to access their own country/organization's KB along with their reporting employee country's KB. 

 

How this can be achieved?
Any help will be highly appreciated.

Thanks,

Rasheed

Is there a Task Template - creation of multiple tasks from Incidents in Service Cloud? (1 Comment)

September 12, 2017, 12:35 pm

≫ Next: Consulting multiples objects with roql (2 Comments)

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Topic by Ravi Balakrishnan

Would like to know if there is a Task Template functionality, where you can define a template and create multiple tasks from an Incident.

Our Requirement:

A support agent enters an incident for a customer issue and the agent decides the online provisioning group has to be involved. There are several tasks the online group needs to perform to resolve. The support agent creates tasks for these and assigns to the online group. Is it possible using standard functionality?