For partners that build or integrate commercially available applications and service solutions with the Oracle Cloud Platform
For partners that provide implementation or managed services around Oracle Cloud Applications
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.
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!
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?
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
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
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?
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.
Has anyone implemented a solution to send SMS via OEC? How was it done? Do we need an external vendor for this?
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
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?