Posts

Posts

  • Ori Aviv
    How to route SR to queue based on Account object attributes
    Topic posted 11:42 AM by Ori Aviv, tagged Configuration and Administration, Service Request Management, Setup and Configuration in B2B Service > B2B Service public
    Title:
    How to route SR to queue based on Account object attributes
    Summary:
    Need to know if it is possible to use other object attribute in SR queue routing
    Content:

    Currently Engagement Cloud Service allows you to configure queue routing only based on the SR object fields. Is it possible to expose additional objects, for example Account, in the rules creator so that I can route to an SR queue based on a custom field in the account object? If so, how? For example, route to SR queue XYZ based on Account type.

    Version:
    19C
  • Matias Buonavolonta
    Oracle Engagement Cloud Spaces1
    Topic posted November 15, 2019 by Matias BuonavolontaBronze Medal: 1,250+ Points, tagged Channels, Configuration and Administration, Setup and Configuration in B2B Service > B2B Service public
    Title:
    Oracle Engagement Cloud Spaces
    Summary:
    I need information of development and configuration Spaces in Oracle Engagement Cloud
    Content:

    Hi All, 

    Someone know any information link over development or configuration of Spaces in Oracle Engagement Cloud?

    Spaces it allows generate portals of information for users.

    That option is accesed of Tools>>Spaces.

    Thanks in advance!

     

     

    Version:
    Oracle Engagement Cloud 19C
  • John Wilson Cusi
    Groovy script to move or copy attachments from one Servce...25.0
    Topic posted November 10, 2019 by John Wilson CusiBronze Medal: 1,250+ Points, tagged Configuration and Administration, Service Request Management in B2B Service > B2B Service public
    Title:
    Groovy script to move or copy attachments from one Servce Request object to another object
    Summary:
    Groovy script to move or copy attachments from one object to another
    Content:

    We have a requirement to copy/move the SR attachment to Accounts when the SR has been resolved.

    I search for related solutions but doesn't seen to find a solution to do this, whether via groovy or other methods, in the oracle documentations. Is this something possible in Engagement Cloud?

    Version:
    19c
  • Shaheela D
    Email is triggering multiple times5.0
    Topic posted October 21, 2019 by Shaheela DBronze Medal: 1,250+ Points, tagged Channels, Configuration and Administration, Performance - Fusion, Service Request Management in B2B Service > B2B Service public
    Title:
    Email is triggering multiple times
    Summary:
    Email is triggering multiple times on Service request object
    Content:

    Hi Team,

    We have two email templates and which will trigger through object workflow based on the SR type(category) and SR status. Below is my scenario

    1. If the SR status is resolved and the category value is 1, then I need to send the first email and this is working fine.

    2. If the SR status is resolved and the category value is other than 1, then I need to send the other template. Here when I mention the category value as not equals to category 1. But the application is not accepting not equals(!=) operator. So the mail is not getting triggered

    3. Another way is that, if the category value is 1, then return false. At that time the email is getting triggered correctly but I am receiving multiple emails.

    We have n no. of categories, So every time If I giving all the category values inside condition, the length of the code will be extend. Thats y I try to use the vice versa of the first scenario.

    Please refer the below code I have written

    If anyone knows, please help me to solve this.

    Thanks,

    Shaheela

    Version:
    19C
    Code Snippet:
  • Rohit Apsangi
    Setting up the web channel
    Topic posted October 3, 2019 by Rohit ApsangiGold Medal: 3,500+ Points, tagged Channels, Configuration and Administration, Integration, Service Request Management, Setup and Configuration in B2B Service > B2B Service public
    Title:
    Setting up the web channel
    Content:

    Hi Community Members,

    I would like to know about following scenario :

    if SR has been created manually or using any other chanel apart from web in OEC and while replying the SR an agents selects Web channel, then does the respective customer will receive message in DCS portal?

    How can we setup this functionality?

    Regards,

    Rohit

     

    Version:
    19C
  • John Wilson Cusi
    How to default Create Service Request in Engagement Service?1
    Topic posted September 25, 2019 by John Wilson CusiBronze Medal: 1,250+ Points, tagged Channels, Configuration and Administration, Service Request Management in B2B Service > B2B Service public
    Title:
    How to default Create Service Request in Engagement Service?
    Summary:
    Need to configure Create Service Request as default when Contact Number does not match in Contacts
    Content:

    Requirement: When a call is accepted, Engagement Cloud searches through Service Request. If SR Number is provided, open Edit Service Request. If SR Number is not provided, Create Service Request page is displayed.

    Good day to everyone!

    For the requirement above, I have:

    1. Configured Media Toolbar and utilized Oracle call simulator (got from one of the demo environments)

    2. Configured Call Flow to enable Screen Pop (Contact Required & Contact Verification is set to No)

    3. Configured Screen Pop to open Edit Service Request when SR Number is provided.

    I was able to make it work for the scenario when SR number is provided. However, I cannot default Create Service Requests when no SR Number is provided. Anyone can enlighten me what I missed?

    Version:
    19B
  • Yair Lahav
    Manually Define SLA Access Level end date1
    Topic posted September 25, 2019 by Yair LahavRed Ribbon: 250+ Points, tagged Configuration and Administration, Setup and Configuration, UX in B2B Service > B2B Service public
    Title:
    Manually Define SLA Access Level end date
    Summary:
    Manually Define SLA Access Level end date
    Content:

    Hi,

    We are searching for a solution, which will allow users, to add to organizations in OSvC, SLA Access Levels with an effective end date.

    From what we noticed, when the the service level agreement has a duration (term) defined, the access level granted to an organization inherits the end date.

    When the access level does not have a duration, the end date of the access level on the organization is null.

    Users are asking for a solution to allow them to define manually an end date, per SLA access level.

    Is there such an option?

    I couldn't find a configuration setting that allows this.

     

     

  • Shivam Bansal
    SMS from Oracle Engagement Cloud2
    Topic posted September 13, 2019 by Shivam BansalRed Ribbon: 250+ Points, tagged Channels, Configuration and Administration, Service Request Management in B2B Service > B2B Service public
    Title:
    SMS from Oracle Engagement Cloud
    Summary:
    How to send text messages to Service Request's Contacts
    Content:

    Has anyone implemented a solution to send SMS via OEC? How was it done? Do we need an external vendor for this?

    Version:
    19B, 19C
  • Aneeta Rana
    Survey using Engagement Cloud - Service55.0
    Topic posted August 2, 2019 by Aneeta Rana, tagged Channels, Configuration and Administration, Service Request Management in B2B Service > B2B Service public
    Title:
    Survey using Engagement Cloud - Service
    Summary:
    Survey using Engagement Cloud - Service
    Content:

    Hi,

    Can we send survey to customers to capture their feedback on Support Request in Engagement Cloud Service or may be a kind of CSAT-Customer Satisfaction Survey.

    The functionality was there on Right Now i believe.

     

    Regards

    Aneeta

  • Ranjit Kumar
    HRHD - Employee data sync to HRHD1
    Topic posted July 31, 2019 by Ranjit KumarRed Ribbon: 250+ Points, tagged Configuration and Administration in B2B Service > B2B Service public
    Title:
    HRHD - Employee data sync to HRHD
    Summary:
    Employee data from Core HR does not automatically sync to HRHD (in totality)
    Content:

    We are facing an issue with Employee data from HCM sync up to HRHD. A large number of employee data has not been transferred to HRHD and hence the users who has a legit user login and login to HCM could not access HRHD.

    Is there a way to sync HCM and HRHD in unison, so we can avoid manual/HDL based updates of employee records to HRHD?

    Version:
    19B