Add a Seamless Live Experience Extension to Oracle Service Cloud

Topics in this article

20 Minute Read

If you're using Oracle Service Cloud, you can easily add all of Oracle Live Experience's engagement functionality. Live Experience appears as a completely native component in Service Cloud, and, if a customer initiates an engagement through Live Experience, a Service Cloud associate can answer the call and see all of the Live Experience context information right in their Service Cloud Desktop.

Description of scint-example.png follows
Description of the illustration ''scint-example.png''

Before continuing with this procedure, make sure you meet the following requirements:

  • A provisioned Live Experience tenant

  • A provisioned Live Experience administrator account

  • The RightNow Service Cloud Desktop Agent Console

Note:

These instructions assume that you're familiar with the RightNow application.

Step 1: SSO Setup

Service Cloud and Live Experience both support single sign-on (SSO).

You can configure Service Cloud to act as the identity provider for Live Experience. Then, when a Service Cloud associate signs into the Service Cloud desktop, they're automatically signed into Live Experience.

To enable SSO between Service Cloud and Live Experience, you must contact your Oracle account manager and request the functionality. You also need to request to enable the SEC_END_USER_HTTPS parameter so that Service Cloud can create the SAML assertion for an HTTPS connection.

Then, complete the following steps:

  1. Launch RightNow, choose your Service Cloud Interface and login using your user name and password.

  2. Click the Maximize Ribbon icon in the top-right corner, and then select the Navigation button and then select Configuration from the pop up menu.

    Description of scint-sc-config.png follows
    Description of the illustration ''scint-sc-config.png''

  3. Expand Site Configuration in the Navigation pane, and double-click Single Sign-On Configurations.

    Description of scint-sc-sso.png follows
    Description of the illustration ''scint-sc-sso.png''

    The Single Sign-On Configurations tree opens with the SAML tab active.

    Description of scint-sc-saml.png follows
    Description of the illustration ''scint-sc-saml.png''

  4. Enable the SSO_IDP_ENABLE_EXT_APPS configuration setting:

    1. Search for the SSO_IDP_ENABLE_EXT_APPS configuration setting.

      In the Search dialog, in the Configuration Base section, select Select All. In the Key field, enter SSO_IDP_ENABLE_EXT_APPS. Click Search.

      Description of scint-sso-key.png follows
      Description of the illustration ''scint-sso-key.png''

    2. In the search results, double-click the SSO_IDP_ENABLE_EXT_APPS configuration setting.

    3. For the Site configuration base, change the value to Yes and click Save.

      Description of scint-sso-keyset.png follows
      Description of the illustration ''scint-sso-keyset.png''

    See the discussion about searching for configuration settings in your Service Cloud documentation for more information.

  5. Create a navigation set for the administrator that includes the Single Sign-On Configurations option.

    See the discussion about creating a navigation set for the administrator in your Service Cloud documentation for more information.

Step 2: Export IdP Meta Data from Service Cloud

Using the Service Cloud Agent Desktop Console (RightNow), export IdP meta data from Service Cloud.

On the ribbon, Click Export IdP Metadata and save the generated XML file to a convenient location using the filename of your choice.

Description of scint-sc-expidp.png follows
Description of the illustration ''scint-sc-expidp.png''

Step 3: Import Service Cloud Identity Provider Configuration into Live Experience

To import the SAML identity provider configuration meta data file:

  1. Open the Live Experience Admin Console. Go to either:

    • https://live.oraclecloud.com/ui?tenant=your_tenant_name

      or, for EMEA customers

    • https://emea.live.oraclecloud.com/ui?tenant=your_tenant_name

  2. From the navigation menu, select Integration and then select Oracle Service Cloud.

    Description of scint-nav.png follows
    Description of the illustration ''scint-nav.png''

  3. Click Browse, navigate to the SAML file you downloaded in Step 2: Export IdP Meta Data from Service Cloud, select the file and click Open, select Import and after the import is successful, click Continue.

    Description of scint-enable.png follows
    Description of the illustration ''scint-enable.png''

Step 4: Export the Live Experience Service Provider Configuration

To export the Live Experience service provider SAML configuration file, click Download and save the Sp-MetaData.xml file to a convenient location.

If you get a pop up permission request, select Allow.

Description of scint-export.png follows
Description of the illustration ''scint-export.png''

Note:

Don't click Verify until instructed.

Step 5: Import the SP Meta Data File into Service Cloud

To import the SP meta data file:

  1. Back in the RightNow interface, expand Site Configuration in the Navigation pane, and double-click Single Sign-On Configurations.

    Description of scint-sc-sso.png follows
    Description of the illustration ''scint-sc-sso.png''

    The Single Sign-On Configurations tree opens with the SAML tab active.

    Description of scint-sc-saml.png follows
    Description of the illustration ''scint-sc-saml.png''

  2. Click Import SP Metadata on the ribbon at the top of the screen and choose the Sp-MetaData.xml file you generated earlier in Step 4: Export the Live Experience Service Provider Configuration.

    Description of scint-sc-impsp.png follows
    Description of the illustration ''scint-sc-impsp.png''

  3. Click Save in the ribbon at the top of the screen.

Step 6: Create an LX Associate Profile for Your Live Experience Associates

You'll need to create a Service Cloud profile that you'll assign to your Live Experience associate accounts that contains the permissions necessary to display the Live Experience component in the Service Cloud desktop application.

To create an LX Associate agent profile:

  1. Expand Staff Management double-click Profiles in the navigation list and then select New in the ribbon.

    Description of scint-sc-newprof.png follows
    Description of the illustration ''scint-sc-newprof.png''

  2. Select the Interfaces button in the ribbon, and in the Name edit box, enter LX Associate.

    Description of scint-sc-profname.png follows
    Description of the illustration ''scint-sc-profname.png''

  3. Select Permissions on the ribbon, select the Administration tab and then check Account Authentication under Agent Browser User Interface.

    Description of scint-sc-adperm.png follows
    Description of the illustration ''scint-sc-adperm.png''

  4. Select the Contacts tab, and then check Select All next to Contacts and Thread.

    Description of scint-sc-perm.png follows
    Description of the illustration ''scint-sc-perm.png''

  5. Select the Service Tab, and check Select All next to Incidents.

  6. On the ribbon, click Analytics. In the reports section, select the All check box for the Open permission and the All check box for the Edit permission. Then, on the ribbon, click Save.

    Description of scint-sc-analytics.png follows
    Description of the illustration ''scint-sc-analytics.png''

Note:

the permissions you've assigned only let the Live Experience component display in the Service Cloud desktop with some basic functionality. You'll want to customize permissions to enable additional functionality.

Step 7: Create Live Experience Associate Service Cloud Accounts

With the Agent profile created, you'll need to add Service Cloud associate accounts.

To create a new Service Cloud associate account:

  1. Double-click Staff Accounts by Profile in the navigation list, and click New.

    Description of scint-sc-newaccnew.png follows
    Description of the illustration ''scint-sc-newaccnew.png''

  2. Enter the following required account details:

  3. Click Save in the ribbon.

  4. When prompted, enter a password for the new account.

    Make a note of one of the associate account credentials so you can use them in Step 8: Verify the Service Cloud and Live Experience Integration.

For more information on provisioning Service Cloud users, see Add or edit a staff account in your Service Cloud documentation.

Step 8: Verify the Service Cloud and Live Experience Integration

Verify your Service Cloud integration settings: return to the Active Service Cloud Integration screen in your Live Experience Admin Console and select Verify.

Description of scint-lx-verifybut.png follows
Description of the illustration ''scint-lx-verifybut.png''

For the SSO verification, login using the credentials for one of the accounts you created in Step 7: Create Live Experience Associate Service Cloud Accounts. Click Continue:

Note:

If the SSO verification times out, right-click in the SSO box and copy the URL to the clipboard. Paste the URL into a new browser tab and login from there.

Step 9: Download the Live Experience Add-On for Service Cloud

To download the Live Experience add-on for Service Cloud, click Download, save application-package.zip and then click Continue.

Description of scint-download.png follows
Description of the illustration ''scint-download.png''

Step 10: Upload the Live Experience Service Cloud Add-in Package

To import the Live Experience add-in package:

  1. Click Configuration on the navigation pane, expand Site Configuration, and then double-click Add-In Manager.

    Description of scint-sc-addin.png follows
    Description of the illustration ''scint-sc-addin.png''

  2. On the ribbon, click New, then select Agent Browser UI Extension.

  3. In the Open dialog box, select the application-package.zip file you downloaded above then click Open.

    The files are imported into the Add-In Manager.

  4. Enter a name for the extension such as live-experience, in the Name field, choose Console as the Extension Type, and check Init File for daeAddinInitialize.html in the list of Extension Files.

    Description of scint-sc-addin-name.png follows
    Description of the illustration ''scint-sc-addin-name.png''

  5. To specify the profiles that can access the extension, click Profile Access on the ribbon, then select the profile you created in Step 6: Create an LX Associate Profile for Your Live Experience Associates from the Profiles Allowed to Access list, and then check the Select All check box next to Allowed interfaces for.

    Description of scint-sc-addin-prof.png follows
    Description of the illustration ''scint-sc-addin-prof.png''

  6. Click Save.

You can close the Service Cloud RightNow application.

Step 11: Confirm Live Experience/Service Cloud Integration

In the Live Experience Admin Console Integration step 4, click Confirm.

Description of scint-lx-confirm.png follows
Description of the illustration ''scint-lx-confirm.png''

Live Experience and Service Cloud are now integrated.

Description of scint-lx-complete.png follows
Description of the illustration ''scint-lx-complete.png''

Each time a new user logs into Service Cloud and opens the Live Experience Associate Desktop panel for the first time, a new corresponding user account is automatically created in Live Experience.

You can configure each new account with skills or assign them to teams to adjust or improve call routing. See Focus Your Resources: Get Your Customers to the Right Team with the Right Skills.

Related Topic

Using the Associate Desktop Extension with Service Cloud

Return to the Docs Home Page

Live Experience Get Started