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Topic

    Umer
    Configuration/Customization of OFSCAnswered
    Topic posted January 17, 2018 by Umer Silver Trophy: 7,500+ Points, last edited January 17, 2018 
    189 Views, 5 Comments
    Title:
    Configuration/Customization of OFSC
    Content:

    Dear Experts,

    I am new to OFSC and trying to figure out configuration and customization flow, requirements to setup OFSC and relation between OFSC and Oracle RightNow. Would we need only OFSC subscription for the configuration/customization of OFSC or we also need to have Rightnow subscription also? Can we use agent console to configure and customize OFSC? Do Oracle provide demo/trail version of OFSC?

    I have gone through few of videos and online articles, here is my understanding:

    • OFSC is a totally separate SAAS product and it does not need to have Oracle RightNow to configure and customize.
    • We cannot use OFSC within RightNow. In order to do so we will need integrations to move data in between these two products.
    • OFSC user accounts are different than RigthNow agent accounts.

    Kindly, correct if my understanding is wrong in above points please.

     

    Thanks

    Best Comment

    Brett Wallace

    Hi Azam,

    • Yes the two products are totally separate.
    • You only need subscription for OFSC to configure / customize it. Note there are various modules you can get subscription for, which unlock certain functionality within the product.
    • You cannot configure or customize OFSC from agent console.
    • Yes you need to develop integration between the products to pass data between them. 
    • Yes the user accounts are different, however both products support single sign on (several different methods).
    • As for demo, you will need to speak to your Oracle Account Manager, but I have not heard of customers getting demo versions before.

    Cheers,

    Brett

    Comment

     

    • Brett Wallace

      Hi Azam,

      • Yes the two products are totally separate.
      • You only need subscription for OFSC to configure / customize it. Note there are various modules you can get subscription for, which unlock certain functionality within the product.
      • You cannot configure or customize OFSC from agent console.
      • Yes you need to develop integration between the products to pass data between them. 
      • Yes the user accounts are different, however both products support single sign on (several different methods).
      • As for demo, you will need to speak to your Oracle Account Manager, but I have not heard of customers getting demo versions before.

      Cheers,

      Brett

    • Hardik Gupta

      Hi Azam,

      Bret that was explained pretty well. 

      Azam you can get a demo account of OFSC. The demo environment also has some data loaded and configurations done for the user to start using the system. As Brett mentioned you can talk to your Oracle Business partner.

      Regards,

      Hardik

    • Umer

      Thank you for the valued responses. Kindly can I have information on below points also please?

      • How a Oralce Field service cycle works? I mean do we also create incidents in the OFSC? There are topics available on OFSC regarding collaboration, capacity, communication and routing etc but end to end flow is not mentioned that how things get started for the end user.
      • What is the role of Oralce RightNow in the OFSC? 
    • Hardik Gupta

      Hi Azam,

      Oracle RightNow and OFSC are separate products. OFSC can be integrated with RightNow or any other systems like it. Oracle Rightnow can be used as an application that help desk agents use to log incidents and manage the Service Request. The incidents that require Field Service can be sent to OFSC to manage Field service operations like dispatching and capturing required data at customer site on mobile devices.

      It would be great if you can raise another question in the forum for this question:

      How a Oralce Field service cycle works? I mean do we also create incidents in the OFSC? 

      This helps in easy access for future reference for other community users

      Regards,

      Hardik

    • Umer

      Thank you Hardik. Things have started making sense now.



      Also, i have created separate question:  https://cloudcustomerconnect.oracle.com/posts/4377afb7a6