Contents
1 Licensing Information
- Oracle Live Experience Demo App End-User License Agreement for Android
- Oracle Live Experience Demo App End-User License Agreement for iOS
- Oracle Live Experience Mobile Associate End-User License Agreement for Android
2 Getting Started
- Overview of Live Experience
- Live Experience System Requirements
- Set Up Your Initial Password
- Change Your Password
- Get Started with Oracle Live Experience
- The Service Overview Dashboard
3 Configuring a Security Encryption Key
- Activate Your Encryption Key
- Create a Custom Encryption Key
- Update Your Encryption Key
- Delete Your Encryption Key
4 Managing Users and Teams
5 Configuring Your Application
- Manage Your Applications
- Application Details
- Manage Recordings and Quality Options
- Configure Availability for Your Live Experience Application
- Add Origin Domains
- Enable Engagement Quality Metrics
- Customize and Localize the Messages and Text in Live Experience
- Configure Your Application to Send Notifications
- Customer Identity Verification
- Customize the Appearance of Live Experience
- Manage Engagement Scenarios
- Manage Context Attributes
- Manage Skills
- Overview of Routing Rules
- Reroute PSTN Calls to Live Experience
- How You Configure Outbound Calling
- Configure Live Experience for In-App Calling
- Configure Live Experience for PSTN Calling
- Configure Oracle Live Experience to Send and Receive SMS Messages
- Configure Co-browse
6 Reporting
- View Live Experience Reports
- Search for Engagement Details and Recordings
- Engagement Details
- Engagement Reports
- Team Performance Reports
- Using Reports
- Creating Text Records of Your Engagements
- Enable and Configure Engagement Transcription
- Create Keywords
- Create a Transcription for an Engagement
- Download Engagement Transcripts
7 Installing Demo Apps
8 Partner Administration
9 Managing Security
10 Live Experience Articles
- Live Experience Integrated Mobile Channels
- Overview of User Engagements
- Overview of Engagement Scenarios
- How You Determine the Number of Engagement Scenarios You Need
- How You Implement Your Engagement Scenario Plan
- How You Use Rules to Fine Tune Engagement Scenarios
- Example: Define and Configure an Engagement Scenario Rule
- How You Choose the Priority of Your Engagement Scenarios
- How to Use Short Codes in Your Engagement Scenarios
- How You Customize Customer Context for Engagement Routing
- Pre-Defined Context Attributes
- Create a Custom Context Attribute
- How to Use Context Data to Configure Customer Engagement Scenarios
- Use Context Attributes to Route Engagements to the Right Team
- Present a Live Experience Demonstration
11 Live Experience Integrations
- Enable Oracle Identity Cloud Service (IDCS) Authentication
- Configure IDCS Authentication for External API
- Create a Confidential Application in IDCS to Support Client Credentials-Based Authentication
- Configure the Confidential Application
- Activate the Confidential Application
- Note the Key Security Information for the Confidential Application
- Enable API Access and Provide Public Certificate in the Live Experience Application
- Update the Public Certificate in the Live Experience Application
- Remove an Integration
- How You Add Live Experience to B2C Service
- Enable the Live Experience Service in the B2C Service Configuration Assistant
- Adding Live Experience to an Existing B2C Service Site
- Enable Single Sign-On (SSO) Between B2C Service and Live Experience
- Download the Live Experience Add-In for B2C Service
- Upload the Live Experience Service Cloud Add-in Package
- Create a B2C Service Profile for Agents Who Use Live Experience
- Assign the Live Experience Profile to B2C Service Accounts
- Add Your Agent Browser UI Address as an Allowed Domain
- Log Callbacks as B2C Service Incidents
- Set Up One-Click Meeting Support in B2C Service
- Testing Live Experience with B2C Service
- Use the Live Experience Demo App with B2C Service
- How You Add Live Experience to a B2C Service Customer Portal
- How You Add Live Experience to Oracle Sales and Oracle Fusion Service
- Live Experience as a Pre-Configured Service in Sales or Fusion Service
- How You Add Live Experience to an Existing Sales or Fusion Service Instance
- Create a SAML Application for Live Experience in Oracle Identity Cloud Service (IDCS)
- Confirm the Sales or Fusion Service Activation
- Configure the Media Toolbar in Sales or Fusion Service
- Add Your Sales or Fusion Environment Address as an Allowed Domain
- Log Callbacks as Sales or Fusion Service Requests
- How to Use Live Experience with Sales or Fusion Service
- How You Use Live Experience with Siebel CRM
- Extend Siebel to Accept the Live Experience Associate Desktop
- Create a Siebel Business Service
- Link Live Experience Events to the Siebel Business Service
- Enable Single Sign-On Between Siebel CRM and Live Experience
- Configure the Apache HTTP Server as a Secure Reverse Proxy
- Configure the Application Interface from Siebel Management Console
- Configure the Object Manager to Enable and Set Up the LDAP Security Adapter in Siebel
- Configure the Logout Workflow
- Configure LDAP for Siebel
- Create Matching Users in Siebel, Live Experience, and IDCS
- Configure Siebel Applications
- Test the Integration with Siebel
- Use the Associate Desktop in Siebel CRM
- Add Live Experience to Zendesk
- Add Live Experience to Oracle Digital Assistant