Posts

Posts

  • Jens Lundell
    Soup up Workspace load! - updated124.9
    Topic posted December 21, 2018 by Jens LundellSilver Crown: 22,500+ Points, tagged Browser UI, Service Console in B2C Service > Agent Desktop public
    Title:
    Soup up Workspace load! - updated
    Summary:
    Introduction to a new series on how to improve the load time of workspaces
    Content:

    Hello everyone!

    The Workspaces team has been implementing, enhancing, and maintaining workspaces and related features since the first release of workspaces in RightNow Version 8.  We did this first for the legacy console, later for the enhanced console, and lately, for the Agent Browser User Interface.

    The most common question I get from customers regarding workspaces is “How can I get incidents to load faster?” There’s no easy answer to that question, and in this series I discuss best practices and techniques for getting your workspaces to load as fast as possible, without sacrificing required business needs.

    Here are the posts in the series:

    The intended audience for this series consists of site administrators and developers working on integrations with Oracle Service Cloud. Most of the material will be applicable to both the Agent Desktop Service Console (.NET) and the Agent Browser User Interface (BUI). When there are differences, I will highlight those.

    With a decent network connection and a medium-powered PC, opening an incident on a small site with a blank workspace takes about a second. Anything you add to your site and your workspace after that will slow things down. You will see that almost all the recommendations basically boil down to “do as little as possible.” Given that, the term “soup up” for the series is probably not entirely accurate, as it implies you can actually make the core workspace engine faster. You can’t, but you can make sure it doesn’t have to do more work than necessary. Or, to use a car analogy, don’t put heavy items in your car if you want to drive fast. Especially don’t hook it up to a 30,000 pound trailer!

    Update!

    The first five articles have now been posted, so I thought I would add a simple ordered step-by-step guide on how to troubleshoot performance issues with workspaces:

    1. If your site has Add-ins, start by testing without Add-ins. If performance improves drastically investigate the Add-ins (see the Add-in article).
    2. Next, investigate environmental factors. Test with a different account and a different profile. Test on a different computer. Test on a different network. See the first article for more information.
    3. Do you use workflow? If so, use a test profile configured to open records with your most common workspace instead of a workflow. If performance improves drastically investigate the workflow (see the workflow article).
    4. Still have problems? Replace your workspace with the standard workspace and see what happens. If that’s better, disable your workspace rules, and look for problematic controls (see the Workspace Layout and Rules articles).
    5. If you, in all unlikelihood, still have issues using the standard workspace without add-ins in multiple environments (computers/networks), then you should contact Oracle Technical Support.

     

     

    I'm periodically reviewing these articles and will incorporate new material, so please feel free to comment on the posts and share your own experiences.

    Jens Lundell
    Oracle Service Cloud

  • VDL
    Routing rules of Incidents35.0
    Topic posted December 8, 2019 by VDLSilver Medal: 2,000+ Points, tagged Browser UI, Service Console in B2C Service > Agent Desktop public
    Title:
    Routing rules of Incidents
    Summary:
    Routing rules of Incidents
    Content:

    We created a incident routing rules to assign SR to agents and mentioned agent name. Now in case if emploee leaves the organization and there is a replacement then we need to change the rule everytime. Is there any other way we can map this make it dynamic.

     

    Regards,

    Vaibhav L

  • VDL
    Delegation of incidents in case if agent availability25.0
    Topic posted December 8, 2019 by VDLSilver Medal: 2,000+ Points, tagged Browser UI, Service Console in B2C Service > Agent Desktop public
    Title:
    Delegation of incidents in case if agent availability
    Summary:
    Delegation of incidents in case if agent availability
    Content:

    If any agent is going for a vacation or not available for some reason then What is the way to delegate all incidents to other agent for resolution.

     

    Regards,

    Vaibhav L

  • Krista Koch
    Search Knowledge within BUI Workspace8
    Topic posted November 19, 2019 by Krista KochRed Ribbon: 250+ Points, tagged Browser UI in B2C Service > Agent Desktop public
    Title:
    Search Knowledge within BUI Workspace
    Summary:
    Trying to locate report that is within the BUI workspace for Search Knowledge Base
    Content:

    We recently launched with the BUI and need to make some changes to the one Knowledge Base Search, which shows on all agent workspaces, but cannot locate the report that is being utilized here?  Can someone provide some insight as to where we can find the information within the workspace that tell me what report that is?  I have attached a screen shot of the location of the search I am looking for.

    Thanks,

    Krista

     

     

    Version:
    19C
  • Danette Driscoll
    Service – Browser UI Series: Expanding Insights and F...
    Topic posted November 14, 2019 by Danette DriscollGreen Ribbon: 100+ Points, tagged Browser UI in B2C Service > Agent Desktop public
    Title:
    Service – Browser UI Series: Expanding Insights and Flexibility with Agent Browser UI Analytics, 4 December 2019, 9 a.m. PT - Submit Questions
    Content:

    Submit your questions for the Service – Browser UI Series: Expanding Insights and Flexibility with Agent Browser UI Analytics session to have them answered during the live event. Post your questions by posting a new comment to this topic.

    Please submit your questions by Tuesday, 3 December 2019.

  • Tim Smith
    Service – Everything You Need to Know About Service Cloud U...5.0
    Topic posted November 6, 2019 by Tim SmithBlue Ribbon: 750+ Points, tagged Browser UI in B2C Service > Agent Desktop public
    Title:
    Service – Everything You Need to Know About Service Cloud Updates, 18 December 2019, 9 a.m. PT - Submit Questions
    Content:

    Submit your questions for the Service – Everything You Need to Know About Service Cloud Updates session to have them answered during the live event. Post your questions by posting a new comment to this topic.

    Please submit your questions by Tuesday, 17 December 2019.

  • Joseph Mastriano
    Reply to Email Functionality Lost on IncidentAnswered3
    Topic posted October 8, 2019 by Joseph MastrianoGreen Ribbon: 100+ Points, tagged Browser UI in B2C Service > Agent Desktop public
    Title:
    Reply to Email Functionality Lost on Incident
    Summary:
    Reply to mail functionality lost - need help getting it back
    Content:

    Hello, we have lost our ability to reply to emails in our Oracle Service Cloud incident work space in the Browser UI agent.  The attached image shows only forward capability for the thread in the incident.  There used to be a send option.  Can someone point me in the direction in how I get that back?

    Thanks!

    Joe

    Image:
  • Danette Driscoll
    Service – Browser UI: Unleash your Agents’ Potential, 16 Oct...5
    Topic posted October 7, 2019 by Danette DriscollGreen Ribbon: 100+ Points, tagged Browser UI in B2C Service > Agent Desktop public
    Title:
    Service – Browser UI: Unleash your Agents’ Potential, 16 October 2019, 9 a.m. PT - Submit Questions
    Content:

    Submit your questions for the Service – Browser UI: Unleash your Agents’ Potential session to have them answered during the live event. Post your questions by posting a new comment to this topic.

    Please submit your questions by Tuesday, 15 October 2019.

  • Rasheed Ahamed
    Show/Hide Title Bar based on Non-Native Relationship FieldAnswered2
    Topic posted September 27, 2019 by Rasheed AhamedGold Medal: 3,500+ Points, tagged Browser UI, Service Console in B2C Service > Agent Desktop public
    Title:
    Show/Hide Title Bar based on Non-Native Relationship Field
    Content:
    1. In the Incident Workspace I have a field called Service Account (service_id) which is a System Attribute of Incident that has a relationship with Organization(org_id) as a Parent ID. (Service Account = The Site/Organization for which the Activity will be performed)
    2. Organization object has a custom field called National Account(national_account) which is Yes/No field.
    3. There is a title bar at the top of my Summary Area of Incident Workspace which says National Account.

    I need to display that Title Bar only when the selected Service Account's national_account field is set to Yes. If it is No then I need to hide that Title Bar. Now,as the Service Account (basically a Incident field) is not directly associated with Organization, choosing Service Account's value is not reflecting any changes to Organization's Fields in the Workspace. So how do I play around with the controls of the Incident Workspace based on a field which is having a Non-Native Relationship with Incident.

    Note: Unfortunately we could not use the Organization object directly, as the Business Architecture expects a Contact to be associated with multiple organizations which is not possible as per the standard architecture of OSvC.

    Version:
    19B
    Image:
  • Kenneth Salmon
    Unable to remove report name from export in BUI
    Topic posted September 23, 2019 by Kenneth SalmonRed Ribbon: 250+ Points, tagged Browser UI in B2C Service > Agent Desktop public
    Title:
    Unable to remove report name from export in BUI
    Summary:
    In the BUI we are unable to exclude the report name from the first row in a report export
    Content:

    The .NET app has the option to exclude the report name from the first row of the export, but the BUI does not have this option.

     

     

    Version:
    3.19.09.06-b0002
    Image: