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  • Title and Copyright Information
  • 1 About This Guide
    • Audience and Scope
    • Related Guides
    • Overview of Implementing Service
  • 2 Profile Options, Lookups, and Scheduled Processes for Service Requests
    • What are Profile Options, Lookups, and Scheduled Processes?
    • Overview of Profile Options
    • Lookup Types
    • How do I change lookups?
    • Modify Channel Type Visibility
    • FAQs for Lookups and Lookup Types
      • Frequently Asked Questions (FAQs) for Lookups and Lookup Types
      • How can I edit lookups?
      • Why can't I see my lookup types?
      • Can I create a new lookup name starting with ORA?
    • What are scheduled processes?
    • Profile Options and Scheduled Processes for SR Management
      • What are the SR profile options?
      • How do I configure the prefix and radix?
      • Permit SR Contacts that Aren't Related to the Primary SR Account
      • What are the Service Request Managements scheduled processes?
      • Configure a Scheduled Process
      • How's a request closed?
    • Purge SRs and Related Objects When You Purge Contacts
      • Decide Which Related Objects to Purge When You Purge Contacts
      • Configure Profile Option for Actions to Take When Contacts Are Purged
    • Audit Trail for Service Requests
      • How do I enable users to create an audit trail?
      • Enable Viewing the Audit Trail
    • FAQs About SR Management
      • Frequently Asked Questions (FAQs) for SR Management
      • What happens if two contacts are merged, and how does it impact service requests?
      • What happens if two accounts are merged, and how does it impact service requests?
      • Why are some service request reference numbers missing from the sequence?
      • Why can’t I set some service request fields by using groovy scripts or object workflow?
  • 3 Users and Security
    • Overview of Defining Setup Users
    • Overview of Setting Up Users and Security
    • What are resources?
    • Setting Up Resource Teams
      • How do I manage resource teams?
      • How Resources Work Within a Team
      • How Resource Team Membership and Role Assignment Components Work Together
    • FAQs for Define Resource Team Information
      • Frequently Asked Questions (FAQs) for Resource Team
      • What's a resource team?
      • What's the difference between a resource organization and a resource team?
      • Can I assign multiple resource roles to a team member at the same time?
    • About Security Roles
    • Set Up Service Request Visibility Based on Queue
      • How do I set up request visibility based on queue?
      • Remove Data Security Policies from Users
      • Assign Data Security Policies Based on Queue
    • Set Up Service Request Visibility Based on BU
      • How You Set Up Visibility Based on BU
      • Remove Data Security Policies from Users
      • Assign Data Security Policies Based on BU
    • Data Security Policies on SRs
      • How do I define access group-based data security policies?
      • How do I define system-access-group-based data security policies?
      • Define Access Group-Based Data Security Policies for Messages
      • Define Access Group-Based Data Security Policies for Categories
      • Enable Viewing of Updates to SRs Secured Using Access Groups in Near Real Time
    • Set Up Read-Only Access to the Service Request Header
      • How You Set Up a Role With Read-Only Access to a Service Request Header
      • How do I set up a role with read-only access?
    • Set Up Read-Only Access to the Service Request Header and Service Request Messages
      • How You Set Up a Role With Read-Only Access to Service Request Header and Service Request Messages
      • How do I set up a role with read-only access?
  • 4 Catalog Management
    • How do I define a catalog for Service?
    • Overview of Sales Catalogs
    • Sales Catalog High-Level Setup Steps
    • Add Products to the Catalog
    • Enable Salespeople to Browse the Catalog
    • Validate the Service Catalog
  • 5 Service Request Categories
    • Overview of Categories
    • Manage Categories
    • Translate Category Names into Installed Languages
  • 6 Work Assignment and Routing
    • Overview of Assignments, Mappings, and Rules
    • Implementation Concepts for Work Assignment
      • What are work assignments?
    • Assignment Mappings
      • How do I export and import assignment objects and rules setup data?
      • Points to Consider to Export and Import Setup Data
    • Assignment Rules
      • How You Define Queue Assignment Rules
      • How do I manage assignment objects?
      • Enable Definition of Rules Based on Tags
      • How do I manage assignment rules?
      • How do I set queue assignment rules?
    • Tips for Creating Assignment Rules and Rule Sets
      • Summary of Tips for Creating Assignment Rules and Rule Sets
      • Add a Condition and an Action for Every Rule
      • How do I create unique rules?
      • Create Minimum Number of Rule Sets
      • Publish Rules After You Rename Them
      • Set Incomplete Rules and Rule Sets to Inactive
    • Work Assignments
      • How do I set agent capacity?
      • Agent Presence
      • Agent Availability
      • Severity and Age of Requests
      • How do I create queues?
      • How do I assign work to agents?
      • In what order are requests are assigned?
      • How do I assign work to a queue?
      • Add Severity Values to Requests
    • Omnichannel
      • How do I automatically route chat work assignments to agents?
      • How do I set channel capacity?
      • How do I configure the presence and availability privilege?
    • Prevent Work Starvation
      • Prevent Starvation of Low Priority Work Requests
      • Configure Profile Options to Prevent Work Starvation
      • Set a Profile Value Greater Than the Average Handle Time
    • FAQs About Service Requests and Queues
      • Frequently Asked Questions (FAQs) for Service Requests and Queues
      • Why aren’t some service requests being assigned to the Default queue?
      • What happens if a newly created request isn't assigned to a queue?
      • What happens if an associated agent is removed from an open request?
      • What happens if an open request is disassociated from the current queue?
      • What happens if a request is reopened?
      • What happens if I mark an assignment object or one of its attributes as inactive?
  • 7 Real-Time Channels
    • Chat
      • How do I enable features and profile options for chat?
      • How do I enable and set up chat?
      • Configure Chat Wrap Up
      • Enable Deletion of Chat Transcripts to Comply with General Data Protection Regulation (GDPR)
      • Create Digital Assistant as an Agent
    • Computer Telephony Integration (CTI)
      • What's Computer Telephony Integration (CTI)?
      • How do I configure profile options to enable the Partner Media toolbar
      • How do I configure Multichannel Architecture (MCA) profile options?
      • Import and Export Data in CSV Format
      • How do I configure the media toolbar?
      • Configure the Media Toolbar
      • Overview of Live Window and Companion Tab
      • Configure Live Window and Companion Tab for CTI
    • CTI Media Toolbars APIs
      • Overview of the Media Toolbar API
      • How You Load the Media Toolbar API
      • Media Toolbar API Methods
      • What are the Media Toolbar APIs?
    • Configuration APIs
      • Overview of Configuration APIs
      • getConfiguration Method
      • disableFeature Method
      • readyForOperation Method
    • Interaction APIs
      • Overview of Interaction APIs
      • newCommEvent Method
      • startCommEvent Method
      • closeCommEvent
      • transferCommEvent Method
      • upgradeCommEvent
      • downgradeCommEvent
      • getCustomerData Method
    • Window Management APIs
      • Overview of Window Management APIs
      • openFloatingToolbar Method
      • isFloatingToolbarOpen Method
      • closeFloatingToolbar Method
      • postToolbarMessage Method
      • onToolbarMessage Method
      • setToolbarDimensions Method
    • Event Listener APIs
      • Overview of Event Listener APIs
      • agentStateEvent Method
      • onDataUpdated Method
      • focusCommEvent Method
      • onOutgoingEvent Method
      • outboundCommError Method
      • onToolbarAgentCommand Method
      • onToolbarInteractionCommand Method
      • API Features
      • Error Messages
    • Configure Screen Pop Pages
      • Configure Business Objects
      • How do I configure screen pop pages?
      • Configure Screen Pop Pages
      • Create Lookup Filters
      • System Tokens
      • System Pages
      • System Business Objects
      • Channels Code
      • Application Classification Code
      • Channel Type Data
    • Call Flow Parameter Settings
      • Call Flow Parameter Settings
      • Configure Call Flow Parameters
    • Default Contact Search
      • Modify the Default Contact Search
    • Configure Wrap Up
      • Populate Wrap Up Parameters Automatically
      • Configure the Create Wrap Up Page using Application Composer
      • Test the Wrap Up Attribute Tokens and Values
  • 8 Interactions
    • Interactions
      • Overview of Interactions
    • Configure Cross-Channel Interactions
      • Overview of Cross-Channel Interactions
      • Configure Cross-Channel Interactions
      • Cross-Channel Options
    • Data Security Policies for Interactions
      • How do I define data security policies for custom roles?
  • 9 Email Channels
    • How are inbound messages processed?
    • How do I set up inbound and outbound email?
    • Enable Configuration of Email Communications
    • How do I configure an email channel?
    • Inbound Message Filters
      • How do I use inbound message filters?
      • How do I create an inbound message filter?
      • Update an Inbound Message Filter
      • What are some examples of inbound message filters?
    • How do I configure profile options for inbound and outbound email?
    • How do I enable the ability to add all contacts and team members or add additional email recipients?
    • How do I set the From Name in outbound emails?
    • How do I define email templates?
    • How do I change acknowledgment messages for inbound email?
    • Decide Whether to Add Email Recipients as Service Request Contacts or Team Members
    • How do I enable deep links to KM articles in outbound emails?
    • Access Point Setup for Inbound Emails
      • Overview of Access Point Setup for Inbound Emails
      • How do I validate my inbound and outbound email setup?
      • How do I register or unregister access points for inbound email?
      • Overview of Times Displayed for the Access Points
      • How You Interpret the Times Displayed for the Access Points
      • Summary of Tips to Interpret the Times Displayed for Access Points
      • Troubleshoot Access Point Issues
      • Example of a Scenario Where Inbound Email Fails
    • Job to Process Inbound Emails
      • How do I configure a job to process inbound emails?
    • Display Email Thread in Preview and Outbound Email
      • How do I display email thread of past conversations?
      • How do I configure profile options to display an email thread?
      • How do I change email templates to display the email thread?
      • Configure Email Templates to Control When to Include Past Conversations
      • Include Messages of Only Some Channel Types in Past Conversations
    • Purge Inbound Email Messages
      • Purge Inbound Email Messages
      • Configure Profile Options to Purge Inbound Email Messages
      • Schedule a Job to Purge Inbound Email Messages
    • Send Bulk Emails
      • Optimize Sending Emails in Bulk
    • Detect Unprocessed Emails
      • Detect Your Unprocessed Inbound Emails
      • Configure Profile Options to Detect Unprocessed Emails
    • FAQs for Service Email
      • Frequently Asked Questions (FAQs) for Service Email
      • What happens when a customer sends a service email?
      • How can I detect and prevent email loops?
      • Why do some emails show as delivered in the configuration menu, but the SRs aren't created?
      • Can I use the problem description of an SR as the subject in an outbound email?
      • Why is the channel ID set to the default email channel for some of my inbound emails?
      • How can I prevent a new SR from being created when a customer replies to an email notification that’s set up using Groovy scripts or object workflow?
      • How can I facilitate customers to reply to email notifications created using object workflow?
      • How can the errors be logged and tracked when a service request is not created through email?
    • Notes
      • How do I enable users to edit their internal notes and customer entry messages?
      • Enable Users to Mark a Message as Containing Personal Information (PII) and Set the Message Subtype Value
      • Configure Message Sub Type Values
  • 10 Integrate with Microsoft Exchange Server
    • Overview of the Integration
    • Register an App in Microsoft Azure
    • Limit Access of Mailboxes Using REST API
    • Configure Fusion Email
    • How do I create a job to read messages?
    • Create a Job to Delete Messages
    • How do I schedule deletion of inbound emails that were previously retrieved from Exchange Server?
  • 11 Slack Channels
    • Overview
      • Use the Slack Channel for Collaboration
      • How do I set up a Slack channel?
    • Set Up a Slack Channel: Method 1
      • How You Set Up a Slack Channel for your Fusion Application: Method 1
      • Install the Fusion Sales and Service App from the Slack Marketplace
      • Update Your Slack App Credentials in Functional Setup Manager
      • Create a Slack Channel in Your Fusion Application
      • Enable Notifications to Slack
      • Add a Slack Contact Point for Your Sales Representatives Who Use Slack
      • Set Up a Scheduled Process to Synchronize Slack Users
    • Set Up a Slack Channel: Method 2
      • How do I set up a Slack channel: Method 2?
      • Create a Slack App for Fusion Sales and Service
      • Update the Display Information for Your Slack App
      • Add a Redirect URL for Your Slack App
      • Add Scopes to Your Slack App
      • Set Up Interactive Components for Your Slack App
      • Set Up Slash Commands in Slack for Opportunities, Leads, and Accounts
      • Update Functional Setup Manager with Credentials of Your Slack App
      • Create a Slack Channel in Your Fusion Application
      • Enable Notifications to Slack
      • Add a Slack Contact Point for Your Sales Representatives Who Use Slack
      • Set Up a Scheduled Process to Synchronize Slack Users
    • Send Additional SR Fields to Slack
      • Send Additional Fields When an SR Is Forwarded to Slack
    • Slack Notifications
      • Send Notifications to Slack Using Groovy Triggers or Object Workflow
      • Define a Groovy Trigger to Send Notifications to Slack
      • Examples of Groovy Scripts for Sending Notifications to Slack
      • Validate Whether Notifications Are Sent to Slack
    • User Credentials for Executing Commands
      • Set Up User Credentials for Executing Commands from a Collaboration Network
    • FAQs About Slack Integration
      • Frequently Asked Questions (FAQs) for Slack Integration
      • Why is there a banner recommending I update the permission scopes for my Slack app?
  • 12 Social Channels
    • Configure Social Channels
      • How You Set Up Social Channels
      • Process Flow for Social Posts
      • Supported Social Networks
      • Fields Mapped between Social Cloud and Fusion Service
      • Create Social Channels for Service Requests
    • Integrate Social Channels
      • How You Integrate Fusion Service with Social Cloud
      • Create an Integration User for the Social Channel
      • Import the Integration Package for the Social Channel
      • Import SSL Certificates for Fusion Service and Social Cloud Integration
      • Activate the Connections to Fusion Service and Social Cloud
      • Activate the Fusion Service to Social Cloud Integrations
      • Set Up the Integration Cloud Plug-in in Social Cloud
      • Enter the CSF Key to Subscribe to SR Events
    • Sample Groovy Scripts for Social Channel
      • Validate Agent's Response Character Count Script
      • Validate Customer's Twitter Handle Script
      • Map Social Post Tags Script
  • 13 Service Entitlements
    • Overview of Service Entitlements
      • What are entitlements?
      • Overview of the Milestone Lifecycle
    • Milestones and Coverages
      • How do I set up milestones and coverages?
      • Overview of Milestones and Coverages Configuration
      • What's a Coverage Schedule and how does it work?
      • How do I enable subscription coverages for entitlements?
      • How do I create a coverage schedule?
      • How do I create standard coverages?
      • How do I create default coverages?
      • How do I monitor milestones?
      • How do I expose milestones in the SR layout?
      • How do I enable email notifications to monitor milestones?
      • Can I view an expired milestone sample script?
    • Set Up Additional Condition Columns for Standard Coverage Entitlement Rules
      • How do I set up more condition columns for standard coverage entitlement rules?
      • How do I create a service mapping?
      • How do I set up a milestone based on a field I created?
    • Set Up Administrator-Defined Milestones
      • Overview of Administrator-Defined Milestones
      • Add the Result Columns to the Matrix Class
      • Modify the Algorithm to Include the New Milestone and Threshold Columns
      • How do I add the milestone to the Manage Service Milestone Configuration Task?
    • Configure Milestones for Multiple Business Units
      • What are the milestones for multiple BUs?
      • How You Configure Milestones for Multiple BUs
      • Configure Milestones for the First Time in a Newly-Provisioned Environment
    • Troubleshoot with Milestone Diagnostics
      • Overview of Milestone Diagnostics
      • How do I view the milestone diagnostics report?
  • 14 Action Plans
    • Set Up Action Plans
      • What are action plans?
      • Manage Action Plan Profile Options
      • How do I manage relationships for action plans?
      • How do I manage action plan actions?
      • How do I manage Action Plan templates?
      • Map Action Plan Status Values
    • Use Oracle Process Automation with Action Plans
      • Overview of Using Oracle Process Automation with Actions and Plans
      • Configure Oracle Identity Cloud Service and Oracle Process Automation
    • Configure Oracle Process Automation with Oracle Fusion Service
      • Enable the Run Processes through Action Plans Feature
      • Manage Oracle Process Automation Integration
      • Manage Action Plan Process Metadata
      • Export and Import Action and Plan Configurations
  • 15 Configure Service Request Outcomes and Resolutions
    • Outcomes and Resolutions
    • Manage Outcomes and Resolutions
    • Ready to Use Outcomes and Resolutions
    • Manage Resolutions
  • 16 Adaptive Intelligence
    • Overview of Adaptive Intelligence
    • Configure Service Request Similarity
      • Configure Users for the Administrator's Application
      • Activate and Configure AI Similarity Service
      • Enable Service Request Similarity
      • Test and Evaluate Service Request Similarity
      • Similarity Insights Dashboard
    • Configure Service Request Classification
      • What's Service Request Similarity?
      • Prerequisites for Classifying Requests
      • Required Roles
      • Required Connections and Validations
      • Set Up Fusion Service for Service Request Classification
        • Steps to Set Up Request Classification
        • Enable Request Classification
        • Configure Profile Options
        • Validate Authentication with the AI Application
        • Filter the Data for the Machine Learning Model
        • Start the Data Ingestion and Model Training
        • Validate the Setup
      • Test Service Request Classification
        • Test the Classification for New Requests
      • Insights Dashboard to Evaluate Accuracy
        • About the Insights Dashboard
        • Use the Insights Dashboard
  • 17 Enable Productivity Tools
    • How do I enable productivity tools?
    • How do I manage SmartText entries?
    • How do I create and edit private SmartText entries?
    • How do I create and edit public SmartText entries?
    • What are the SmartText naming conventions?
    • How do I use keyboard shortcuts
  • 18 Set Up Service Business Units
    • How are business units for set up for Service and Help Desk?
    • How do I enable multiple Business Units Fusion Service?
    • Manage Internal Resource Organizations for Service BUs
    • Manage Resource Organization Hierarchies for Service BUs
    • Create a Business Unit for Service
    • Associate Resource Organizations with Business Units
    • Create Employees for a Service BU
    • Set the Scope in Service BU Setup
    • Overview of Optional Setup Tasks for Service BU
    • Secure the Business Unit Field on a Service Request
    • Export and Import the Functional Setup Data for Business Units
    • Overview of BU-Based Service Request Visibility
    • Migrate Business Objects Between Different Business Units
    • Associate Different Catalogs with Different Business Units
  • 19 Set Up Survey Integration
    • Can I use surveys?
    • Survey Requirements and Licensing
    • Use the Survey Framework with Oracle Integration
    • Create the Fusion Service Administrator User for Connecting to Oracle Integration
    • Download and Save the Oracle Integration Mapping Package
    • Configure the Integration Connections
    • Configure the Decision Model
    • Activate the Survey Integration Flow
    • Note Your Integration Endpoints
    • Create Your Survey
    • Supported Survey Question Types
    • Enable Surveys in Fusion Service
    • Manage Survey Products
    • Manage Survey Objects
    • Manage Survey Configurations
    • Manage Survey Templates Task
    • Schedule Jobs for Sending Surveys and Collecting Survey Responses
    • Verify the Survey Integration is Working
    • How to Include an Administrator-Defined Attribute in the Decision Model
    • Export and Import the Functional Setup Data for Surveys
    • How to Change an Active Decision Model
    • What are the prerequisites for survey integration using SurveyMonkey?
    • FAQs About Survey Integration
      • Frequently Asked Questions (FAQs) for Survey Integration
      • What happens if there are failures with Oracle Integration jobs?
      • What happens if there is a failure testing one of the Oracle Integration connections?
      • What happens if there is a failure with the Oracle Integration activation?
      • Isn't there a built-in survey tool in Fusion Service?
      • Can I use the survey integration feature without a paid SurveyMonkey account?
      • Where can I find a sample survey package for Fusion Service?
      • Which survey template is sent if an SR qualifies for more than one decision model?
      • Can I have more than one decision model?
      • Can I have more than one Friendly Enough expression in a decision model?
      • Can a decision model be based on any object?
      • How can I deactivate a decision model?
      • How can I map a nonstandard attribute to my email template?
      • Which SR attributes are mapped ready to use?
      • Can I have multiple survey templates when I set up surveys in Fusion Service?
      • What happens if I don't specify an end date on a survey template?
      • What happens if a job doesn't run?
      • What happens if a job fails?
      • How can I extend the survey object?
      • Are there pre-built BI reports for Surveys?
  • 20 Set Up Cobrowse
    • Overview of Oracle Cobrowse
      • Oracle Cobrowse
      • Differences Between Cobrowsing and Screen Sharing
      • Cobrowse Terminology
      • Cobrowse Modes
      • Document Cobrowse Use Cases
      • Define Business Challenges
  • 21 Configure Notifications
    • Set Notification Triggers and Preferences
      • How do I enable notifications?
      • How do I set up groovy notification triggers?
      • Understand the Two sendNotification Groovy Functions
      • How do I define notification triggers?
      • How do I set notification preferences?
      • Define Notifications for Custom Objects
      • Trigger a Notification to the Queue Owner
      • Debug Groovy Triggers
    • Sample Groovy Scripts for Notifications
      • How do I use Groovy script to notify an agent that a service request has been assigned?
      • Service Request Escalated
      • How can I be notified when a customer replies to a message?
      • Can I view an expired milestone sample script?
      • Work Order Assigned
      • Work Order Complete
      • Send Internal Note
      • Add Service Request Resource
    • Set Push Notifications
      • Configure Push Notifications
  • 22 Service Analytics
    • How do I view analyses using OTBI?
    • Service Analytics Roles
    • Analytics Subject Areas
    • Overview of Parent and Child Interactions in Analytics
    • Service Analytics Saved Queries
    • Where do I find resources for Oracle Fusion Service Analytics?
  • 23 Import and Export
    • What's Import and Export Management?
    • Use Functional Setup Manager to Import, Export, and Compare Categories Between Environments
    • Before You Import
    • Import Objects
    • Overview of Bulk Data Export
  • 24 Set Up Service Work Orders
    • General Work Order Setup
      • Overview of General Work Order Setup
      • Work Order Integrations, Types, and Statuses
        • Manage Work Order Integrations
        • Manage Work Order Types
        • Manage Work Order Statuses
        • Enable Cancel Part Orders in Service Logistics for Canceled Work Orders
      • Manage Work Order Profile Options
      • Manage Work Order Integration Messages
    • Generic Work Orders
      • Overview of Generic Work Orders
      • Modify Pages for Generic Work Orders
      • Allow Users to Select Specific Field Service Technicians for Work Orders
    • Integrated Work Orders for Other Applications
      • Overview Work Order Setup for Other Applications
      • Add Pages for Other Applications
      • Create a Fusion Service Integration User Account for Other Applications
      • Create the Credential Store Framework (CSF) Key for Connecting Other Applications to Oracle Integration
      • Create the Oracle Integration Cloud Flows for Work Orders Integrated with Other Applications
    • Oracle Field Service Cloud Integrated Work Orders
      • Overview of Oracle Field Service
      • Integration Component Architecture Between Oracle Fusion Service and Oracle Field Service
    • Merge Work Order Accounts and Contacts
      • About Merging Work Order Accounts and Contacts
    • FAQs about Merging Accounts and Contacts
      • Frequently Asked Questions (FAQs) for Merging Accounts and Contacts
      • What happens if two accounts are merged, and how does it impact work orders?
      • What happens if two accounts are merged, and how does it impact work orders?
  • 25 Set Up Additional Service Features
    • Installed Base Assets
      • How do I enable Installed Base Assets for service requests and work orders?
      • FAQs About Installed Base Assets
        • Frequently Asked Questions (FAQs) for Installed Base Assets
        • Can I add Installed Base Asset as a subtab on the SR?
        • Where's the Installed Base Asset object in Application Composer?
        • How can I query Installed Base Asset-related fields in and SR from a particular object?
    • Case Management
      • What's Case Management?
      • Opt Out of Case Management
    • Service Request Parts Ordering for Service Oracle Service Logistics Cloud Users
      • How can I give users access to create parts orders using service requests?
      • Configure the Cancel and Delete Behavior for Service Requests with Parts Orders
    • Copy Maps
      • How do I create a copy map?
  • 26 Extend Fusion Service
    • Modify Service Request Pages
    • How You Add Actions and Links
    • Edit Actions and Links
    • Expose Additional Fields for Service Request Mass Update
    • Expose the Asset Number Field in the Service Request Form
    • Enable Service Request Tagging
      • How do I enable tagging of service requests?
    • Set Up Service Requests for Partners
    • Rename or Hide Pre-Built Tabs in the Right Panel
    • Embed a Registered Mashup in the Right Panel
    • Extend the Spotlight Region
    • Extend Service Request Categories
    • Set Up Capturing of Additional Information About SR and SR Message Attachments
  • 27 Integrate Oracle Internet of Things Service Monitoring for Connected Assets
    • Overview of Oracle Internet of Things Service Monitoring for Connected Assets
    • Integrate Engagement Cloud with Internet of Things Service Monitoring for Connected Assets
      • How You Integrate the Applications
      • Create an Integration User
      • Import the Integration Package
      • Import SSL Certificates
      • Activate the Connections
      • Activate the Integrations
      • Enable the Connected Asset Tab
      • Import Internet of Things Connected Assets
  • 28 Implement Digital Customer Service
    • What's the Digital Customer Service design time and runtime architecture?
    • Digital Customer Service Terminology
  • 29 Integrate with Intelligent Advisor
    • Oracle Intelligent Advisor
    • Create a Fusion Sales and Fusion Service Connection in Intelligent Advisor
    • Download and Install Policy Modeling
    • Connect the Policy Modeling Project to Intelligent Advisor Hub
    • Map Data to and from Fusion Sales and Fusion Service to Policy Modeling
    • Configure Intelligent Advisor Interviews
      • How do I create cases or SRs by interview?