Digital Customer Service

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  • Christopher Tarabochia

    It is all based on the API from Engagement Cloud. So, if you have enabled data level security policies and roles for those users, then the APIs adhere to that, and DCS/VBCS are simply displaying available data.

  • Usha Ramesh

    Dear Ajay,

    I am sure you have referred the DCS implementation guide from docs.oracle.com

    https://docs.oracle.com/en/cloud/saas/sales/18c/faids/configuring-digital-customer-service-for-initial-use.html#FAIDS2407911

    Yes, REST is the way how it is delivered as part of the product. There is no other way of configuration or connectivity between these two systems i.e DCS which is a VBCS Application (PAAS) with delivered standard templates for Engagement Cloud (SAAS)

    Please do let me know what were your thoughts for getting it more on the configuration part

    Have a great day!

    Regards

    Usha Ramesh

  • Christopher Tarabochia

    Thanks for your post. Here are the steps to localize your Digital Customer Service application:

    https://docs.oracle.com/en/cloud/saas/sales/r13-update17d/faids/configuring-common-use-cases-with-digital-customer-service.html#FAIDS2681201

    By default the reference implementation is already translated into the same languages that Engagement Cloud support.

  • Paul Encarnacion

    Surender,

    You can definitely define the query for what you want to see in the SR list.
    Edit your app in the VBCS Designer;
    Select the SR list container in the work area so that the "LIST" property inspector is shown on the right side;
    Select the "Data" tab in the property inspector;
    Click the icon to edit the Default Query.

    The status codes available to set in your conditions are:

    ORA_SVC_NEW
    ORA_SVC_INPROGRESS
    ORA_SVC_WAITING
    ORA_SVC_RESOLVED
    ORA_SVC_CLOSED

    So you can have one page with the SR list for open SRs, and if you want to have another list with another query, you can have another list on another page with a different Default Query.

  • VDL
    VDL on Welcome5.0

    Excited to explore this area.

  • Mohana Gopal Selvam

    Hi Paul,

    Since the 150 pages are customer facing, we assume DCS is the right option. 100 pages which is accessed by agent where we have a question like which VBCS is suitable for it. I hope it is clear.

    Thanks,

    Mohan

  • Mohana Gopal Selvam

    Hi Chris,

    Our customer provided 150 + different services. Based on the service type, we have different custom objects which we extended something in OEC & DBCS. The agent who working on the Services in the OEC application, need to access the data which resides in DBCS. We have planned to build those pages in VBCS.

    Take one example. Customer provided courier collection services. We have maintained the time slots in DBCS. The agent need to see the available slot from the slot table which is reside in DBCS.

    I hope it is clear. Please let me know if you need any other details.

    Thanks,

    Mohan

  • Christopher Tarabochia

    I don't have a clear picture of what you are trying to do with 100+ pages. Can you provide some more details about what your trying to accomplish so we can best guide you here?

  • Mohana Gopal Selvam

    Hi Paul,

    As per our customer requirements, they have around 150 different SR type. We have to get different data based on the SR type and stored in DBCS. This DBCS data need to show against the SR for the agents. 

    I want to know, where we can deploy this pages (100 agent facing pages & 150 customer facing pages). I hope it clear.

    Thanks,

    Mohan

  • Paul Encarnacion

    If you are not going to be using Engagement Cloud objects in your app, and are simply wanting to expose data you have in DBCS on Engagement Cloud container pages then you can really use OIC for that. We have built DCS in VBCS to leverage the Engagement Cloud objects and our reference implementation and components are specifically for Engagement Cloud data and objects. Having said that, what is the relationship of these 100s of pages to Engagement Cloud, if any?

  • Paul Encarnacion

    Classic Applications are the initial implementation of applications in Visual Builder, which at the time was called Application Builder Cloud Service (ABCS). This application model was very simplistic and allowed for easy creation of basic apps with a very rigid application model. Although it was very easy for non-developers to quickly put apps together, it was very limiting in terms of capability, and so as a result, due to the need for more flexibility, a new application model was introduced, called Visual Applications.

    Visual Applications are much more flexible in terms of capability, but now require a bit more technical savvy to create them. The developer persona shifts from a business developer to a more advanced developer that requires more coding. Having said that, with Oracle Digital Customer Service, using the reference implementation template to start your app, you will get a functional application out of the box as a great starting point, and you can inspect how it was created, what code it contains, and you can brand it, extend it, and tailor it to your needs.

  • Mohana Gopal Selvam

    Hi Chris,

    I have published my application and got the URL and put it in OEC. Now I can able to see the page in OEC but my VBCS session should be opened. 

    If I open OEC alone, still got "Refused Connect" error. Any idea?

    Thanks,

    Mohan

     

  • Mohana Gopal Selvam

    Hi Chris,

    For testing purpose, I have created the pages in OIC - visual builder using sample template. But there also I am facing the "Refused Connect" error message.

    Thanks,

    Mohan

  • Mohana Gopal Selvam

    Hi Chris,

    Thanks for your response. I hope, we have done all the mandatory steps. Because we can able to create SRs & viewing Products, Categories & KB. 

    I already enabled the anonymous authentication as per the doc.

    https://docs.oracle.com/en/cloud/paas/integration-cloud/visual-developer/secure-application.html

    Still no luck. Am I miss anything?

    Thanks,

    Mohan

  • Mohana Gopal Selvam

    Hi Chris,

    Thanks for your quick response.

    Actually we are in development state. In order to validate the embedding option, do we need to deploy our application?

    Since we are in development phase, if we deploy any page, it will affect anything?

    Thanks,

    Mohan