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  • Title and Copyright Information
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  • 1 About This Guide
    • Audience and Scope
    • Related Guides
  • 2 About Digital Customer Service
    • What's the Digital Customer Service design time and runtime architecture?
    • Digital Customer Service Terminology
    • What are the Digital Customer Service roles?
    • Overview of Self-Service Users
    • Benefits of Self Service Optimization
    • The Proxy User
    • Self-Service Optimization Architecture
    • Self-Service Optimization Security
    • Technical Compatibility
  • 3 Mandatory Setup Tasks
    • Overview of Required Setup Tasks
    • Considerations for Setting Up Cloud Accounts
    • How do I activate Digital Customer Service as a new customer?
    • How do I activate Digital Customer Service as an existing user?
    • Set Up Oracle Identity Cloud Service
      • Required Role for Identity Cloud Service Setup
      • Locate the Oracle Identity Cloud Service URLs
      • Set Up Oracle Identity Cloud Service for authenticating your VBCS Application
      • Create a Client application
      • How do I configure the Resend Welcome and Password Recovery email templates?
      • Set up Self-Service registration when IDCS is configured as a service provider
      • How do I add Visual Builder roles?
    • Set Up Oracle Fusion Service
      • Enable Digital Customer Service
      • Configure a user category for proxy users
      • Create the proxy users
      • How do I set profile options for Self-Service Optimization?
      • Set the Oracle Identity Cloud Service endpoint
      • Configure the client ID and client secret
      • Create groups in Fusion Service
      • Manage the proxy user configuration data
      • How do I set proxy user credentials in DCS?
      • Validate Self-Service Optimization setup
    • Set Up Administrators and Developers
      • What are the Digital Customer Service Developer roles?
      • How do I create an Internal Customer account?
      • Create Digital Customer Service Developers
    • Set Up Oracle Visual Builder
      • Retrieve the Oracle Visual Builder URLs
      • Specify the Fusion Service Details in Oracle Visual Builder
      • Verify Your Oracle Visual Builder Settings
  • 4 Create a Basic Digital Customer Service Application
    • Create a New Digital Customer Service application
    • Stage and Publish the Digital Customer Service Application
  • 5 Develop Your Digital Customer Service Application
    • Overview of Developing Your Digital Customer Service Application
    • How do I configure DCS profile options?
    • Configure Source Control for Applications
    • Secure Pages
    • How do I use custom job roles in DCS?
    • Application Configuration Settings
    • Apply Themes to your Digital Customer Service Application
    • Change the Appearance of your Digital Customer Service Application
    • Custom Objects
  • 6 Additional Feature Configuration
    • How do I configure multiple business units with Digital Customer Service?
    • Configure Installed Base Asset Components
      • How do I configure Installed Base Assets?
      • Configure Create and Update Function Security Policies for Installed Base Asset Components
    • Disable Asset Management
    • Configure Cobrowse
    • Integrate Chat in Your Digital Customer Service Application
    • Map Roles for Digital Customer Service
    • Set Up Products, Categories and Knowledge Articles
    • Create a Digital Customer Service Icon in Oracle B2B Service
    • Configure Proactive Knowledge
    • How do I set up Digital Customer Service self-service registration?
    • How do I configure the Self-Service Registration object in Digital Customer Service?
    • Set Up Visual Navigator
    • Automatically Populate Key Information in Pre-Chat Form
    • How do I set up vanity URLs?
    • Post-Configuration Verification Tasks
    • Add a Fusion Service Field to the Service Request Page
    • How do I enable my own sign in pages?
    • How do I enable automatic Sign in for authenticated Identity Cloud Service users?
    • How do I enable my own Forgotten Password page?
    • Localize Digital Customer Service for Multilingual Support
    • Propagate Attribute Changes of Fusion Service Contacts to IDCS Users Accounts
      • Overview of Steps to Propagate Attribute Changes of Fusion Service Contacts to IDCS Users Accounts
      • Setup for Coding
      • Create a Trusted Client Application in Identity Cloud Service
      • Create a User
      • Create Web Services
      • Create Global Functions
      • Create an Object Function on the Contact Object
      • Create Object Workflow on the Contact Object
      • Test the Global Methods using Triggers
      • Test the Object WorkFlow
  • 7 Users and Accounts
    • Self-Service Registration
    • How do I set up Self-Service Registration without an account key requirement?
    • Assign Roles to Digital Customer Service Users
    • Create and Manage Custom Self-Service Roles
    • Grant Self-Service Access to Resources
    • Set Up Customer Accounts
      • Create a custom Account Key field
      • Create a Customer Account in Oracle Fusion Service
    • Manage Registration Requests
    • How do I manage Self-Service users?
    • How do I Import Self-Service users?
    • Self-Service Contact or Account Merge
  • 8 Knowledge User Groups
    • Create a Knowledge User Group
    • Create a Custom Job Role and Assign Two Data Security Policies
    • Create a Proxy User and Grant the Job Role
    • Add the New Proxy User to the FND_IDP_PROXY_USER_WHITELIST Profile Option
    • Verify that Identity Cloud Service has a Corresponding Group
    • Modify Existing Self-Service Optimization Configuration Data
    • Create Knowledge Articles in Fusion Service and Assign them to a User Group
  • 9 Components
    • Overview of Components
    • What are the Installed Base Asset components?
    • Interaction Methods Components
    • Product and Category Components
    • Knowledge Management Components
    • Service Requests Components
    • What are the work order components?
    • Sign In and Sign Out Components
    • User Components
    • Integrate Composite Component Architecture Components
    • View Information about Components
  • 10 Life Cycle Management
    • Determine Component Versions
    • Determine Template Version
    • Updates and Upgrades
      • Application Upgrade Dependencies
      • Upgrade Visual Builder Runtime and JET Version
      • Updates to the oj-odcs JET Pack
      • Manage Your Instance Patching Window
    • Promote Your Application to Another Instance
      • Promote Your Digital Customer Service Application to Other Instances
      • Application Modifications
    • Promote Your Fusion Service Proxy User Data to Another Instance
      • Export Configuration Data from the Stage Environment
      • Import Configuration Data Into the Production Environment
  • 11 Migrating to Self-Service Optimization
    • Overview of Migrating Users to Self-Service Optimization
    • Pre-Migration Tasks
      • Overview of Pre-Migration Tasks
      • Pre-Migration Tasks for Setting Up Oracle Identity Cloud Service
      • Pre-Migration Tasks to Set Up Oracle Fusion Service
      • Pre-Migration Tasks to Set Up Administrators and Developers
      • Specify Fusion Service Details to Visual Builder Cloud Service
      • Prepare Your Current Application for Self-Service Optimization
    • User Migration
      • Self-Service Optimization User Migration Prerequisites
      • Overview of the User Migration Process
      • Partition Users for Self-Service Optimization
      • Create a Custom Object for the Migration
      • Overview of the IdpMigrationManager
      • Create Custom Object Functions
      • Create a Data Model from a Custom Query
      • How do I create a custom report based on a data model?
      • Schedule the Job for Users for Self-Service Optimization
      • View the Migration Report
    • Post-Migration Tasks
      • Overview of Post-Migration Tasks
  • 12 Alternative Implementation Options
    • Implement Your Digital Customer Service Experience with REST APIs
      • Overview of the Digital Customer Service Experience with REST APIs
      • Get Started with the Digital Customer Service Experience with REST APIs
      • Add Self-Service Registration
      • Set Up Oracle Identity Cloud Service Applications
        • Overview of Oracle Identity Cloud Service Applications
        • Create an Oracle Fusion Service Resource Application
        • Create an Application for OAuth Implicit Flow
        • Create an Application for JSON Web Token Assertion
      • Set Up the JSON Web Token Application
        • Overview of JSON Web Token Applications
        • Compile and Start the JSON Web Token Application
        • Test the JSON Web Token Application
      • Referenced Third-Party Libraries
      • Run the Oracle JET Application
      • Configure the Oracle JET Application
    • Implement Web Chat
      • Overview of Web Chat for Service
      • Define a Web Chat Component
      • Define Your Site
      • Create and Publish a Rule for Web Chat
      • Engagement Engine Settings
      • Add Web Chat for Service to the Digital Customer Service Shell
      • Enable Profile Options for Web Chat for Service
    • Create an Application for Self-Service Optimization with Pre-20C Template
      • Enable the Implicit Grant in the Digital Customer Service Application
      • Create Development and Production Application Profiles
      • Set Up Service Connections
    • Create an Application with the Standard Digital Customer Service Configuration with a 20C Template or Later
      • Create an Application without Self Service Optimization using a 20C Template or Later
  • 13 Performance
    • Performance Tuning Checklist
    • Optimize Your Application for Deployment
  • 14 Troubleshooting
    • Troubleshooting
    • Change the Appearance of your Digital Customer Service Application