- Title and Copyright Information
- 1 About This Guide
- 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
- What are scheduled processes?
- Profile Options and Scheduled Processes for SR Management
- Purge SRs and Related Objects When You Purge Contacts
- Audit Trail for Service Requests
- 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
- FAQs for Define Resource Team Information
- About Security Roles
- Set Up Service Request Visibility Based on Queue
- Set Up Service Request Visibility 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
- Set Up Read-Only Access to the Service Request Header and Service Request Messages
- 4 Catalog Management
- 5 Service Request Categories
- 6 Work Assignment and Routing
- Overview of Assignments, Mappings, and Rules
- Implementation Concepts for Work Assignment
- Assignment Mappings
- Assignment Rules
- Tips for Creating Assignment Rules and Rule Sets
- Work Assignments
- Omnichannel
- Prevent Work Starvation
- 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
- 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
- Configuration APIs
- Interaction APIs
- Window Management APIs
- Event Listener APIs
- Configure Screen Pop Pages
- Call Flow Parameter Settings
- Default Contact Search
- Configure Wrap Up
- 8 Interactions
- Interactions
- Configure Cross-Channel Interactions
- Data Security Policies for Interactions
- 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 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
- 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
- Send Bulk Emails
- 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
- 10 Integrate with Microsoft Exchange Server
- 11 Slack Channels
- Overview
- 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
- Slack Notifications
- User Credentials for Executing Commands
- FAQs About Slack Integration
- 12 Social Channels
- Configure Social Channels
- 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
- 13 Service Entitlements
- Overview of Service Entitlements
- 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
- Set Up Administrator-Defined Milestones
- Configure Milestones for Multiple Business Units
- Troubleshoot with Milestone Diagnostics
- 14 Action Plans
- Set Up Action Plans
- Use Oracle Process Automation with Action Plans
- Configure Oracle Process Automation with Oracle Fusion Service
- 15 Configure Service Request Outcomes and Resolutions
- 16 Adaptive Intelligence
- Overview of Adaptive Intelligence
- Configure Service Request Similarity
- 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
- Test Service Request Classification
- Insights Dashboard to Evaluate Accuracy
- 17 Enable Productivity Tools
- 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
- 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
- Set Notification Triggers and Preferences
- 22 Service Analytics
- 23 Import and 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 Profile Options
- Manage Work Order Integration Messages
- Generic 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
- Merge Work Order Accounts and Contacts
- FAQs about Merging Accounts and Contacts
- General Work Order Setup
- 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
- Case Management
- Service Request Parts Ordering for Service Oracle Service Logistics Cloud Users
- Copy Maps
- Installed Base Assets
- 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
- 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
- 28 Implement Digital Customer Service
- 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