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.
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.
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:
Launch RightNow, choose your Service Cloud Interface and login using your user name and password.
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.
Expand Site Configuration in the Navigation pane, and double-click Single Sign-On Configurations.
The Single Sign-On Configurations tree opens with the SAML tab active.
Enable the SSO_IDP_ENABLE_EXT_APPS configuration setting:
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.
In the search results, double-click the SSO_IDP_ENABLE_EXT_APPS configuration setting.
For the Site configuration base, change the value to Yes and click Save.
See the discussion about searching for configuration settings in your Service Cloud documentation for more information.
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.
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.
To import the SAML identity provider configuration meta data file:
Open the Live Experience Admin Console. Go to either:
or, for EMEA customers
From the navigation menu, select Integration and then select Oracle Service Cloud.
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.
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.
Note:Don't click Verify until instructed.
To import the SP meta data file:
Back in the RightNow interface, expand Site Configuration in the Navigation pane, and double-click Single Sign-On Configurations.
The Single Sign-On Configurations tree opens with the SAML tab active.
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.
Click Save in the ribbon at the top of the screen.
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:
Expand Staff Management double-click Profiles in the navigation list and then select New in the ribbon.
Select the Interfaces button in the ribbon, and in the Name edit box, enter LX Associate.
Select Permissions on the ribbon, select the Administration tab and then check Account Authentication under Agent Browser User Interface.
Select the Contacts tab, and then check Select All next to Contacts and Thread.
Select the Service Tab, and check Select All next to Incidents.
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.
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.
With the Agent profile created, you'll need to add Service Cloud associate accounts.
To create a new Service Cloud associate account:
Double-click Staff Accounts by Profile in the navigation list, and click New.
Enter the following required account details:
User Name: the email address for the associate account
First Name: your choice
Last Name: your choice
Display Name: your choice
Profile: select the LX Associate profile you created in Step 6: Create an LX Associate Profile for Your Live Experience Associates
Group: your choice
Default Currency: your choice
Default Country: your choice
Click Save in the ribbon.
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.
Verify your Service Cloud integration settings: return to the Active Service Cloud Integration screen in your Live Experience Admin Console and select Verify.
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.
To download the Live Experience add-on for Service Cloud, click Download, save application-package.zip and then click Continue.
To import the Live Experience add-in package:
Click Configuration on the navigation pane, expand Site Configuration, and then double-click Add-In Manager.
On the ribbon, click New, then select Agent Browser UI Extension.
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.
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.
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.
You can close the Service Cloud RightNow application.
In the Live Experience Admin Console Integration step 4, click Confirm.
Live Experience and Service Cloud are now integrated.
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.