4Workspaces in the Agent Browser UI

Workspaces: Overview

Workspaces define the configuration of the content pane when working in Oracle Service Cloud.

When you open a record—such as an incident or contact—the workspace determines the layout of fields, controls, and tabs on the content pane as well as the arrangement of buttons on the toolbar.

Workspaces for incidents, contacts, organizations, tasks, and custom objects are supported in Agent Browser UI, although not all fields and actions may display. Workspaces for answers, opportunities, assets, chat, quotes, and quote products, and all multi-edit workspaces are not supported in Agent Browser UI.

Customizing placement of workspace summary information

The summary panel may appear as the first tab in the primary tabset of a workspace or it may placed in a persistent panel above the primary tabset.

Use the .NET-based Smart Client to set the Summary Panel Alignment control Options property to specify the placement of the summary information of a record. Select the value First Tab to show the summary information in the first tab of the primary tabset. Select the value Top to show the summary information in a persistent panel above the primary tabset.

Customizing standard workspaces for Agent Browser UI

By default, standard desktop workspaces are used in Agent Browser UI, but you can create custom workspaces specifically for Agent Browser UI.

However, because unsupported fields and controls are simply disregarded in Agent Browser UI, some blank fields and controls may be displayed, which can lead to confusion. For example, if a tab contains an unsupported relationship item, the user will see a tab with no content. You can provide a better user experience by customizing the workspaces used in Agent Browser UI to include only supported fields and controls.

Below are specific procedures to create basic workspaces suitable for Agent Browser UI by altering the standard workspaces on the Service Console of the smart client.

Note: You may choose to further customize the workspaces you use for Agent Browser UI to suit your business needs and specific Oracle Service Cloud functions you use.

Customize the standard incident workspace for Agent Browser UI

Use the workspace editor in the Oracle Service Cloud Smart client to customize an incident workspace suitable for Agent Browser UI.

Procedure

  1. From the workspaces explorer, copy the standard incident workspace and rename it.

  2. From the workspaces explorer, open the renamed incident workspace.

  3. Remove the Time Billed tab, which contains the unsupported Time Billed relationship item.

  4. Configure buttons in the quick actions area, by clicking Configure Quick Access Buttons in the ribbon designer. Supported buttons are Copy, Delete, New, Reset Password, Send, and Print. (Refresh, Save, and Save and Close buttons always appear in the consistent area to the left of the Actions menu.)

  5. Configure buttons on the Actions menu in the ribbon designer. Supported buttons are Copy, Delete, Forward, New, Reset Password, Send, and Print. (Refresh, Save, and Save and Close buttons always appear in the consistent area to the left of the Actions menu.)

    Note: Because the Send on Save control is not supported in Agent Browser UI, it is important to include the Send button on either the quick actions area or on the Actions menu.

  6. Click the Save and Close button.

Customize the standard organization workspace for Agent Browser UI

Use the workspace editor in the Oracle Service Cloud Smart client to customize an organization workspace suitable for Agent Browser UI.

Procedure

  1. From the workspaces explorer, copy the standard organization workspace and rename it.

  2. From the workspaces explorer, open the renamed organization workspace.

  3. Remove the Hierarchy tab, which contains the unsupported Organization Hierarchy relationship item.

  4. Remove the SLA field, which is the unsupported SLA Container relationship item.

  5. Configure buttons in the quick actions area, by clicking Configure Quick Access Buttons in the ribbon designer. Supported buttons are Copy, Delete, New, and Print. (Refresh, Save, and Save and Close buttons always appear in the consistent area to the left of the Actions menu.)

  6. Configure buttons on the Actions menu in the ribbon designer. Supported buttons are Copy, Delete, New, and Print. (Refresh, Save, and Save and Close buttons always appear in the consistent area to the left of the Actions menu.)

  7. Click the Save and Close button.

Customize the standard contact workspace for Agent Browser UI

Use the workspace editor in the Oracle Service Cloud Smart client to customize a contact workspace suitable for Agent Browser UI.

Procedure

  1. From the workspaces explorer, copy the standard contact workspace and rename it.

  2. From the workspaces explorer, open the renamed contact workspace.

  3. Remove the SLA field, which is the unsupported SLA Container relationship item.

  4. Configure buttons in the quick actions area, by clicking Configure Quick Access Buttons in the ribbon designer. Supported buttons are Copy, Delete, New, Reset Password , and Print. (Refresh, Save, and Save and Close buttons always appear in the consistent area to the left of the Actions menu.)

  5. Configure buttons on the Actions menu in the ribbon designer. Supported buttons are Copy, Delete, New, Reset Password, and Print. (Refresh, Save, and Save and Close buttons always appear in the consistent area to the left of the Actions menu.)

  6. Click the Save and Close button.

Customize the standard task workspace for Agent Browser UI

Use the workspace editor in the Oracle Service Cloud Smart client to customize a task workspace suitable for Agent Browser UI.

Procedure

  1. From the workspaces explorer, copy the standard task workspace and rename it.

  2. From the workspaces explorer, open the renamed task workspace.

  3. Configure buttons in the quick actions area, by clicking Configure Quick Access Buttons in the ribbon designer. Supported buttons are Complete, Copy, Delete, andNew. (Refresh, Save, and Save and Close buttons always appear in the consistent area to the left of the Actions menu.)

  4. Configure buttons on the Actions menu in the ribbon designer. Supported buttons are Complete, Copy, Delete, andNew. (Refresh, Save, and Save and Close buttons always appear in the consistent area to the left of the Actions menu.)

  5. Click the Save and Close button.

Assigning Agent Browser UI workspaces

Workspaces define which fields, controls, and tabs are available when working with records in Oracle Service Cloud and how the information is organized on the content pane. You use the Service Console of the smart client to define workspaces and associate them with staff profiles. There are browser-specific workspace slots, including Incident Browser, Contact Browser, Organization Browser, and Task Browser, used to define the record editors for Agent Browser UI.

Your organization may use the default standard desktop console workspaces for the supported workspace types in Agent Browser UI, or you may create one or more customized workspaces. Your staff profiles define the workspaces your staff members see when they work in Agent Browser UI, whether it is the default workspace or a customized workspace.

Assign custom workspaces to a profile

Procedure

  1. Click the Configuration button on the navigation pane.

  2. Double-click Profiles under Staff Management.

    The report opens on the content pane.

  3. Double-click the profile you want to edit.

    The Profile Editor opens.

  4. Click the Interfaces button on the ribbon.

    The Interfaces page opens.

  5. Click the Search button next to the browser-specific workspace you want to change.

    The Workspaces window opens.

  6. Select the workspace you want to use.

    img/bui_assigning_custom_workspaces.png

  7. Click the OK button to close the selection window.

  8. Repeat the previous two steps for each workspace you want to assign.

    Note: If you do not assign a workspace to a browser editor slot, the workspace from the non-browser editor slot will be used. If the non-browser editor slot is blank or contains a workflow, the standard desktop console workspace will be used.

  9. Click the Save and Close button on the ribbon.

Workspace rules for Agent Browser UI

Use workspace rules to extend the functionality of your custom workspaces and help reduce the time staff members spend performing routine tasks. Workspace rules are used to dynamically change the display, behavior, and values of fields and controls on a workspace, and are triggered by staff member actions, events, and conditions.

Note: Workspace rules are supported for incident, contact, organization, and custom object workspaces in Agent Browser UI. Not all available workspace rule triggers, conditions, and actions are supported by Agent Browser UI.

You will use the Service Console of the smart client to manage workspace rules.