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    Edson Junior
    Simplifying Troubleshooting Process for Oracle Service Cloud...
    Topic posted June 5, 2019 by Edson JuniorGold Trophy: 10,000+ Points 
    82 Views, 2 Comments
    Title:
    Simplifying Troubleshooting Process for Oracle Service Cloud Admins and Agents (BUI Version)
    Content:

    If you are an Oracle Service Cloud administrator, you are likely the first person in your company your agents will go to when they are experiencing some error with their Oracle Service Cloud. Troubleshooting errors can quickly spawn into a bigger investigative effort to identify the root cause (e.g., network issue, configuration issue, training, defect), but the troubleshooting process usually starts with getting the right details about the error from your agents. Your agents are already frustrated because an error could be impeding their work and impacting their metrics. And now you’re asking them to provide detailed information on the error: steps to reproduce this issue, workstation information or data traffic, much of which they aren’t familiar with.

    Recognizing the dynamics of this common scenario, we decided to walk a mile in both your shoes, as the administrator, and your agents’ shoes. As a result of this experience, we came up with the idea of automating the process for gathering the needed information from agents instead of requiring the administrators and agents to try and overcome the current challenges. We developed a sample code named as “Troubleshoot Extension” for the Oracle Service Cloud Browser UI (Similar what we did before in Agent Desktop) to address this need.

    The “Troubleshoot Extension Sample Code” was created to automatically capture information, such as browser navigator, agent basic information and console log, error, warn and debug information in one fell swoop instead of requiring agents to install or use different tools outside of Oracle Service Cloud. All the agents need to do is push the "start" button (located in the status bar) and push the “stop” when the agents have completed all steps to reproduce the error.

    Click here to see more.

    Exciting to share knowledge and sample code that help our customers!

    Regards,
    Edson

    Comment

     

    • Lakshay Bhalla

      Hi Edson,

      Thank you for sharing. It's very kind of you.

      -Lakshay

    • Edson Junior

      A new version is available and you can clone it from https://github.com/eferreira07/BUI-Troubleshoot-Extension.git
      In this new version, some limitations were fixed, and now you are able to capture more log.

      Edson