Add Oracle Live Experience to Zendesk so Zendesk agents can use Live Experience
communications features, including instant meetings, voice and video calling, and camera and
screen sharing.
Live Experience complements Zendesk to further modernize the customer experience,
increase satisfaction and retention, while also improving the Zendesk agent experience.
Your agents can use Live Experience to call your customers right from Zendesk, with Live
Experience handling the calls over the internet.
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From the Admin Console navigation menu, click
Integration.
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Click the Zendesk tile.
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In the Add Zendesk Account section, enter your Zendesk team name, user name,
and API token. Here's how to find these account details:
- Sign in to Zendesk as an administrator.
- Click Settings.
- In the Settings window, Channels section, click
API.
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Click Verify.
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If the verification is successful, click Continue.
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In the Map Zendesk Roles to Live Experience section, map at least one Zendesk
role to a Live Experience role, then click Continue.
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Optionally, in the Select Application for Outbound Calls section, select the
default Live Experience application that will be used by Zendesk to make
outbound calls, and click Continue.
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In the Add your Zendesk agent workspace address as an allowed domain section,
add the fully qualified domain name of the Zendesk agent workspace where you'll
add the Live Experience browser UI extension, and click
Continue.
Note: If you don't add the fully qualified domain, the Associate Desktop
Application won't load.
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In the Deploy Zendesk Application section, click Deploy
to deploy the Live Experience Integration application into your Zendesk
Team.
The integration application is generated by Live Experience using the values
you entered in the steps above. It can take a minute or two to deploy the
application.
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Click Continue.
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In the Confirm Zendesk Activation section, click Confirm
to complete the integration.