How You Add Live Experience to B2C Service

Learn how Oracle Live Experience can be seamlessly inserted into your Oracle B2C Service site.

The Live Experience add-in gives B2C Service agents full access to the Live Experience Associate Desktop inside B2C Service. You can send and receive calls, set up meetings, and send and receive SMS messages. You have all of the Live Experience communications features available, such as two-way live video and audio, screen sharing, and annotations.

Live Experience appears as a completely native component add-in to B2C Service agents. When a customer initiates a Live Experience engagement, it can be answered right in B2C Service. The valuable context information embedded in the engagement is displayed in B2C Service. A B2C Service incident is automatically created each time an engagement is answered in B2C Service.

Even though you receive and answer engagements in B2C Service, all your Live Experience engagements and activities are logged and tracked by Live Experience. That means that you can use the Live Experience Admin Console to see detailed real-time reporting metrics or review engagement history and details.

Note: The Admin Console is not part of the B2C Service add-in. You open it in its own tab.

Depending on the way you purchase B2C Service and Live Experience, the procedure to add Live Experience to B2C Service is a bit different.

If you purchase B2C Service and Live Experience together, see Enable the Live Experience Service in the B2C Service Configuration Assistant.

If you already own B2C Service and you purchase Live Experience separately, see Adding Live Experience to an Existing B2C Service Site.