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  • Sheri Hastings
    Siebel Integration6
    Topic posted January 28, 2015 by Sheri HastingsSilver Medal: 2,000+ Points in B2C Service > General Technical Discussions for Service public
    Title:
    Siebel Integration
    Content:

    In theory the Siebel integration in the May 2014 release (Framework Version 3.2.2) lets your customers use the Customer Portal to create service requests in version 8.1.1.11 of your Siebel incident management system. Framework 3.2.3 of the August 2014 release adds support for Siebel version 8.1.1.7.

    According to the documentation (which is screwy as it keeps referring to saving incidents to the knowledgebase???)  all you have to do is configure 4 parameters: SIEBEL_EAI_HOST, SIEBEL_EAI_LANGUAGE, SIEBEL_EAI_USERNAME, and SIEBEL_EAI_PASSWORD. However I have not been able to make this work. I do not see other than in the hooks where I can specify the Service.

    Has anyone else used this OOTB Siebel RN integration and if so, did you have to specify a web service (presumably through the hooks?)

     

     


     

  • Sheri Hastings
    Co-browse is not showing the option for full controlAnswered2
    Topic last edited August 2, 2017 by Sheri HastingsSilver Medal: 2,000+ Points in B2C Service > Communication Channels public
    Title:
    Co-browse is not showing the option for full control
    Content:

    We are using Launch Point 2 in order to have our own button for cobrowse and to control where that button appears on the web page.

    We have not blocked any URLS and our company management is set up for remote control as shown on the attached screenshot.
    We can point and view perfectly but there is no option for full control so that we can click and use the keypad remotely.

    Why not?

    I just checked and this also happens when using Launch Point 1.

     


     

    Image:
  • Sheri Hastings
    List of values synchronized between two systems1
    Topic last edited July 26, 2017 by Sheri HastingsSilver Medal: 2,000+ Points in B2C Service > Integrations and APIs for Service public
    Title:
    List of values synchronized between two systems
    Content:

    In native VB/ .Net apps you add UI fields (controls) with a SQL expression behind it, meaning you can control how the data for the UI control / field is fetched – either from a direct object / filed or based on a query expression you can control.  Will something like this be possible, where we can store the List of Values in a custom object but add a control and restrict what values how up based on a query expression? 
    See this for more information:
    http://searchwindevelopment.techtarget.com/tip/The-low-down-on-the-DropDownList-control

    If it can be done would this be a feasible approach for when a picklist is upgraded in Siebel to have the corresponding picklist upgraded autoatomatically in Service Cloud so that the two integrated systems stay in sync.   

     

     

    Version:
    May 2017
  • Sheri Hastings
    Allowing End Users to Print a Report2
    Topic posted May 15, 2017 by Sheri HastingsSilver Medal: 2,000+ Points in B2C Service > General Technical Discussions for Service public
    Title:
    Allowing End Users to Print a Report
    Content:

    We have a request to allow end users to search (a custom text field) for a customer portal report and then to print the output of the report. Ideas on how to do either of those short of writing a custom widget would be appreciated.

    Thanks

     

    Version:
    February 2017
  • Sheri Hastings
    Making OPA interviews compliant with the Americans with...7
    Topic posted March 31, 2017 by Sheri HastingsSilver Medal: 2,000+ Points in B2C Service > Policy Automation for B2C Service public
    Title:
    Making OPA interviews compliant with the Americans with Disabilities Act
    Content:

    I have an OPA  interview called from Service Cloud that I need to make compatible with the Americans with Disabilities Act.
    Here are three examples of what I need to do to make the interviews more accessible for sight impaired people. I have no idea how to access the HTML inside the interview to fix these things:

    1. I need  to ensure that error messages are explicitly indicated when the user clicks the next button on an interview screen.
    Currently  when a user does not enter a value for a required field, the error message "This value is mandatory" does not receive focus.  As a result, as creen reader user is unaware of the problem area(s)  on the page. 

    2. when I have a calendar question, the calendar element is not keyboard accessible in IE11.
     

    3. When I use checkboxes for Boolean attributes  they do no display a visable focus indicator in firefox.

     
  • Sheri Hastings
    How to Exit Service Cloud from Within OPA4
    Topic last edited September 13, 2016 by Sheri HastingsSilver Medal: 2,000+ Points in B2C Service > Policy Automation for B2C Service public
    Title:
    How to Exit Service Cloud from Within OPA
    Content:

    Here are step by step instructions for exiting Service Cloud from within an OPA interview that is embedded inside Service Cloud:

    First of all why would you want to do this? 

    In my case I have a customer who is ONLY using Service Cloud as a portal for an OPA interview.  The patient logs into service cloud and immediately commences the OPA interview.

    For this application OPA serves as a  medical product selection tool that helps create a list of what the patient wants to sample or order.  The "order"  is later confirmed by an agent. (The advantages for my customer is that the agent does not have to go through the interview process with the patient and the order form created via the OPA interview is neat and standard. And in the back in there is a history of what has been recommended for this patient. The agent can just review the order form incident and then confirm it with the patient and then put that through the order workflow.  The advantage for the end user is that the simple interview creates the order form for them which will be confirmed by the agent.  No phone hold time. Also the explanations for the options are there for them to read/research  as quickly or slowly as necessary with pictures as needed.)

    The order form should  be created ONLY  by the patient herself, or her caregiver or her  caseworker). All of them will have the patient's login information which is just some simple information about the patient. (In this case HIPAA compliance is unnecessary since we are just recommending products based on interview answers and no pulled  information about the patient is visible to the interviewee.)   During the interview we ask who is completing the interview  (first and last name) and their relationship to the patient.  If someone other than the patient or her caregiver or caseworker logs on (for some unforeseen reason) with the patient's information we want explain that they are not eligible to create an order form and then give them a link that will take them out of service cloud completely.

     

    So How do you do it?

    1. Add a new label to the interview.
    2. Create the following html for the label:
        <b>  <a href ="http://<yourOsvc SIte>.custhelp.com/ci/openlogin/logout/app/home" target="_parent"> Click here to Exit</a></b>

     

    Note that the target=_parent is very important.
    OPA is running inside a parent service cloud  iframe and you cannot exit service cloud from OPA unless you reference the parent.

    In this case I just take them back to the login page... but you could go someplace besides home if you want.


    3. This label can be shown if some condition is met, if that is what you need. So in my case I show this (and only this) if the person completing the interview is someone other than the patient, caregiver or caseworker. 

    (Written with gratitude  to Chris Fellows who told me about the https:<sitename>/ ci/admin/login/logout URL )

    Version:
    Service Cloud, Customer Portal, Connect May 2016
    Code Snippet:
  • Sheri Hastings
    How to Remove the 2nd OPA Scroll Bar when using OPA in...45.0
    Topic last edited August 26, 2016 by Sheri HastingsSilver Medal: 2,000+ Points in B2C Service > Policy Automation for B2C Service public
    Title:
    How to Remove the 2nd OPA Scroll Bar when using OPA in Oracle Service Cloud
    Content:

    I am posting this for those of us who are not HTML developers but who need to know how to remove the 2nd OPA scrollbar when OPA is running inside of Service Cloud. . This worked for me but  if any HTML developers are reading this and there is a better way to do it, that would be useful also,

    My customer,  was disturbed that there are two scroll bars, one for OPA and one for Service Cloud. Obviously I could just move some of the questions to additional screens but he did not want to do that either.
    I knew I would have to modify the OPA Widget but not being an HTML developer I was not sure exactly how.

    I researched it and what I ended up doing was modifying the iframe height in the view file  which worked just fine for my particular interview,

    I think I could also have added a noscrolling parameter but that is not supported in later HTML. There is also an overview parameter I also could probably have added but for me this simple height change was easier.

    Here is exactly what I did.
    1. Opened the following file in webdav:
    development/widgets/custom/OPA/OPAWidget/1.0/view.php
    2. changed iframe height from 600 to 1000

    1000  was enough to fix the double scrolls issue for my particular interview.

     

    Version:
    Service Cloud, Customer Portal, Connect
    Image:
    Code Snippet:
  • Sheri Hastings
    proactively chatting with a specific customer.Answered25.0
    Topic posted June 22, 2016 by Sheri HastingsSilver Medal: 2,000+ Points in B2C Service > Communication Channels public
    Title:
    proactively chatting with a specific customer.
    Content:

    My customer previously used Live Person for "proactive" chat on their external websites.
    They miss the ability to see parameters about specific end users visiting the site (ip address, browser etc) and then pick a specific external user on an external page and send that specific user a chat invitation "proactively".  Can we mimic that functionality in Service Cloud proactive chat?

     

    Version:
    Service Cloud February 2016 SYndicated Conditional and Proactive Chat
    Document:
  • Sheri Hastings
    Access Control is grayed out on my navset. Community Self...1
    Topic last edited May 19, 2016 by Sheri HastingsSilver Medal: 2,000+ Points in B2C Service > Customer Portal public
    Title:
    Access Control is grayed out on my navset. Community Self Service
    Content:

    Access Control is grayed out on my navset despite being enabled in my profile.

    Using new Community Self Service for the first time.
    I have enabled access control on both the contacts and administration tabs for my profile. When added to my navset it is grayed out. I have tried logging out and logging in and rebuilding local settings and local data cache as well.  Is there something else I need to do to have it enabled?

     There appears to be some questions about if communities ities_enabled  needs to be turned on for that. It happens to be on for my site.  I think I was also experiencing this same problem with it was not turned on.
    Also not sure it matters but CP framework is 3.3 with all the discussion widgets enabled.


    Any ideas why access control would be grayed out in the nav set?

    Thanks

     

    Version:
    February 2016