2Dynamic Agent Desktop

About the Dynamic Agent Desktop

Desktop Overview

The dynamic agent desktop in Oracle Service Cloud is your staff members’ portal to your knowledge base. It is comprised of a set of complementary features, each representing a different, powerful way of interacting with records. While each component serves a distinct purpose, they can be used together to create a highly adaptive work environment. This can help you match your customers’ needs to an appropriate set of agent tools and free your staff to focus only on those parts of the process that cannot be automated.

To get the most from your agent desktop, be sure to review each feature and consider how it can help your team. The desktop features listed here share common concepts and functionality, so once you are familiar with one desktop feature, learning the others becomes easier. For example, once you learn to create workspaces, you will have most of the knowledge you need to create agent scripts.

Tip: For a list of best practices for selecting the most appropriate features of the agent desktop to match your business needs, refer to Best Practices for Implementing Contact Center Experiences.

As you evolve beyond the default configuration to an optimized interface, you will increase agent productivity and extend the impact of their actions, producing a more dynamic, responsive operating environment.

The dynamic agent desktop consists of the major features described in the following table.

Table Dynamic Agent Desktop Features


Workspace icon. Described in the text.

Workspace—A configuration of the content pane, including the fields, controls, and ribbon that display when working with answers, assets, contacts, incidents, opportunities, organizations, or tasks; when working in Oracle RightNow Chat Cloud Service; or when working with quotes, quote products, or service opportunities. Standard workspaces are provided for each of these workspace types, and custom workspaces can be created. The workspaces staff members use depend on their profile. Refer to Quick Access toolbar.


Workspace rules icon. Described in the text.

Workspace rules—Rules that dynamically adjust the display, behavior, and values of fields and controls on a workspace based on staff member actions. Each rule is triggered by one or more events and conditions. Refer to Workspace rules.


Guide icon. Described in the text.

Guide—An interactive tool that helps agents quickly locate solutions when composing incident responses or troubleshooting customer issues over the phone. Guides are built using controls to display questions, branches, text explanations, and answer links. They can be added to workflows, placed on workspaces, or presented on the customer portal. Refer to answerstext explanationsguidesincident.


Agent script icon. Described in the text.

Agent script—A series of pages connected by branching logic that help agents enter information in a logical order. Scripts are built using fields and controls to display questions, text, and answers, and update records. They can be added to workflows or placed on workspaces. Refer to workspacesworkflows.


Script rules icon. Described in the text.

Script rules—Rules used to trigger actions (such as setting the value of a field or calling a named event) on script pages when specific conditions are met. Like workspace rules, each script rule is triggered by one or more events and conditions. Refer to workspace rules.


Desktop workflow icon. Described in the text.

Desktop workflow—A sequence of workspaces, scripts, decisions, connectors, and actions presented to staff members as a dynamic interface to efficiently support and automate complex business processes. Refer to records.


Add-ins icon. Described in the text.

Add-ins—The desktop add-in framework allows application developers to add custom components, or “add-ins,” to Oracle Service Cloud in order to integrate with other applications on staff members’ workstations. Once you upload an add-in, you can place it on scripts and workspaces in the same way you add controls, such as report or browser controls. The add-in can be displayed anywhere you want on the script or workspace or you can hide it using functionality in the script and workspace designers. You can also configure script branches and script and workspace rules to communicate with the add-in. Refer to Add-ins: Overview.

Defining your business needs

Time spent defining a business process is a worthwhile investment. Decisions made before implementation can save much time and trouble later on. Careful consideration of all aspects of a business process can make it more effective and easier to maintain and can help to avoid process holes and bottlenecks.

The first step in mapping your organization’s processes to the agent desktop is to clearly define your business needs. Whether your goals are simple or complex, certain basic parameters should be identified and accounted for in your desktop design. Here, we’ll provide you with some basic questions to help you identify the requirements and resources you will need to structure and refine your business processes.

Put simply, a process is a sequence of events—actions followed by other actions, governed by conditions and augmented by exceptions. Following is a sampling of essential questions that should be answered in preparation for defining a fully formed process.

Tip: Once you have answered these questions, refer to Best Practices for Implementing Contact Center Experiences for best practices that include specific techniques for mapping your processes to the agent desktop and developing exceptional agent desktops.
  • What activities are you supporting? What is your primary goal and responsibility for the process you are defining? Are you developing an entirely new process from scratch, or are there existing processes or systems that should be considered? If you are integrating with an external system, is there any functional overlap that is easier to manage within Oracle Service Cloud?

  • Who are your stakeholders? Identify everyone who has an interest in the success (or failure) of your process. Success is defined by accounting for and delivering on all needs of your consumers, staff, group managers, directors, and executives. To achieve that success, it is important to give these stakeholders a voice when designing and testing your business process.

  • What outputs are required? For each stakeholder, list the specific process output that they require to fulfill their needs. List any events and conditions that factor into those outcomes and, when appropriate, define alternate outcomes for cases where exceptions to those criteria occur. For example, each of the following stakeholders requires a specific output that their business process must account for:

A customer may need an answer to a question or service for a product they have purchased.

A manager may need custom reports to ensure that customer requests are met within a specified time period and that satisfaction scores are high.

A director from another department may be responsible for incorporating customer feedback into initiatives for new products or services.

A sales executive may be responsible for acting on business opportunities or account issues identified by your agents.

  • What are your channels? How are you communicating with your customers—email, telephone, or chat? Are you monitoring the social cloud or providing a community to promote your services? Is your team logging incidents or opportunities manually, or are they being generated by some other means?

  • Who are your resources? Identify the people who will be responsible for completing any necessary tasks. For example, who will be responsible for viewing and responding to customer inquiries? To whom will they escalate outstanding or complex issues? Who will be charged with developing and monitoring team performance? And who will be charged with maintaining these processes as needs change in the future? Do these people have staff accounts in Oracle Service Cloud with appropriate profile permissions?

  • What can be automated? As you list the resources needed to service your stakeholders, consider each task carefully and ask yourself, “Does this output require human interaction, or can it be wholly or partly automated?” Can you reduce the number of human resources you require, or the time you require of them, while delivering full value to your stakeholders? With desktop automation, you might be surprised how often the answer is “Yes.” The more tasks that are automated, the more focused your team will be on tasks that actually require their attention.

  • What is your testing strategy? Once your process definition is complete, how will you test it? Is it large enough that it should be rolled out in phases, or to a subset of your users in advance? Do agents have a means for providing you with meaningful feedback? The more complex your processes, the more important it is to fully test all scenarios your agents may encounter and ensure all process outputs are sufficient for stakeholder needs.

Once you have answered these questions, you are ready to begin defining your business process. At a very basic level, this involves listing the required actions, the conditions under which they occur, and any alternate outputs stemming from exceptions, and ordering them in an appropriate sequence. Then, you might sketch out a chart or detailed diagram to illustrate the flows implied by those business needs. Illustrating the order of action with a flow diagram can help you understand the finer nuances of your process and make it easier to verify your logic. For example, you may find instances where one part of a process overlaps another or creates a bottleneck, giving you the opportunity to streamline and increase the effectiveness of your flow.

Testing your desktop design

As you carefully map out and design your dynamic agent desktop, be sure to test it thoroughly before deploying to your operational environment.

Here are some helpful guidelines.

  • Make frequent use of preview and validation—As you design workspaces, guides, scripts, workflows, and rules, make a habit of correcting mistakes to your work as you go. The Home tab of each editor provides a Preview or Validate button to help you check for problems. If you correct configuration issues promptly, you will probably find them easier to resolve because your design decisions should still be fresh in your mind.

  • Account for the profile restrictions of your agents—When you preview a workflow or a script, it will display as it would to any staff member who has the same set of profile permissions you have. To view it as it will appear to a specific staff member with different permissions, log in using a test account with the same profile as that staff member.

  • Phase in major changes—In some cases, testing in a non-production environment may not find every conflict or hole in your process. Workspaces and workflows are specific to each profile, so if an agent desktop is designed to be used by multiple profiles across a large number of agents, you might also consider rolling it out in phases, or to a small subset of your staff before taking it fully live.

  • Invite suggestions for improvement—Incorporate a method (such as an incident submission element or internal survey) for your agents to submit feedback about any problems found or suggestions for further refinements. And consider keeping it in place to augment your standard processes—timely, specific feedback can be just as useful during day-to-day production use as it is during the testing phase.

Workspaces

Workspaces

Workspaces define the appearance of the agent desktop when staff members add, view, and edit records in Oracle Service Cloud. When you open a record—such as an incident, contact, opportunity, or custom object—the workspace determines the layout of fields, controls, and tabs on the content pane as well as the arrangement of buttons on the ribbon and the Quick Access toolbar.

Oracle Service Cloud provides a set of standard workspaces suitable for most common record maintenance, but also gives you complete flexibility to create custom workspaces to help your staff work more efficiently. In addition, you can create workspace rules to dynamically change the behavior of fields and controls based on certain triggering events.

The workspaces used by staff members are defined in their staff profile, with one workspace associated for each type of record the profile can access. Different profiles can use different workspaces. However, each editor within a profile must be set to use a specific workspace, so all staff who share a profile will use the same set of workspaces. For example, when you create an incident workspace and assign it to the incident editor of a specific profile, all staff members with that profile will see that workspace when they add, view, or edit incidents. Refer to About Staff Management.

Tip: Many functions used to design workspaces are also used to design agent scripts. To understand how workspaces can best be implemented in your agent desktop, you should also become familiar with guides, scripts, script rules, and workflows. For a summary of these features, refer to records.

Open the Workspaces explorer

The Workspaces explorer is used to access and manage all of the workspaces on your site. With this explorer, you can browse, search, and organize workspaces in hierarchical folders on the content pane using functions similar to Windows Explorer.

Initially, the explorer lists only the Standard folder containing the standard workspaces. The folder is read-only and the standard workspaces cannot be opened, edited, or deleted—they exist mainly to be selected in staff profiles. However, you can copy standard workspaces to use as the basis for creating your own custom workspaces. Refer to Create a workspace.

Listed next to each workspace’s name is its workspace type, based on the type of record it opens. The workspace type determines which fields and controls can be added to the workspace. For example, the Incident workspace type provides access to controls and database fields that are related to incidents. In addition, some workspace types are multi-edit, meaning they are used when staff members open multiple records of the same record type at the same time (up to 250 records can be edited at once). This allows you to display one workspace when staff members open a single record and display a different workspace when they edit multiple records of the same type simultaneously.

Procedure

  1. Click Configuration on the navigation pane.

  2. Expand Application Appearance, and double-click Workspaces. The Workspaces explorer opens on the content pane.

    Note: If desktop workflows are enabled on your site, you will see Workspaces/Workflows listed under Application Appearance instead. Refer to Creating workflows. To enable desktop workflows, contact your Oracle account manager.

  3. To display the list of standard workspaces, click the Standard folder in the tree under Workspaces.

Standard workspaces

Oracle Service Cloud provides a preconfigured set of standard workspaces, one of each workspace type, suitable for most common record editing. Each is named for its workspace type and is used as the default workspace for its corresponding editor for all new profiles.

The following table describes the standard workspaces and when they are used. Your explorer may list fewer workspaces depending on which Oracle Service Cloud products are enabled on your site. Contact your Oracle account manager for information about enabling products.

Table Standard Workspaces

Workspace Description Supported in Agent Browser UI
Answer The standard answer workspace that is displayed when a staff member adds or edits an answer. Yes
Answer Multi Edit The standard answer workspace that is displayed when a staff member edits multiple answers. No
Asset The standard assets workspace that is displayed when a staff member adds or edits an asset. No
Asset Multi Edit The standard assets workspace that is displayed when a staff member edits multiple assets. No
Chat Sessions The standard chat sessions workspace displays when an agent accepts a chat from a customer or when a supervisor monitors a chat.

The chat sessions workspace uses the chat workspace type.

No
Chat Sidebar The standard chat sidebar workspace has no function and is no longer used in Oracle Service Cloud. No
Contact The standard contact workspace that is displayed when a staff member adds or edits a contact. Yes
Contact Multi Edit The standard contact workspace that is displayed when a staff member edits multiple contacts. No
Incident The standard incident workspace that is displayed when a staff member adds or edits an incident. Yes
Incident Multi Edit The standard incident workspace that is displayed when a staff member edits multiple incidents. No
Mobile Contact The standard mobile contact workspace that is displayed when a staff member edits a contact in the Oracle Tap application. No
Mobile Incident The standard mobile incident workspace that is displayed when a staff member edits an incident in the Oracle Tap application. No
Opportunity The standard opportunity workspace that is displayed when a staff member adds or edits an opportunity. No
Opportunity Multi Edit The standard opportunity workspace that is displayed when a staff member edits multiple opportunities. No
Organization The standard organization workspace that is displayed when a staff member adds or edits an organization. Yes
Organization Multi Edit The standard organization workspace that is displayed when a staff member edits multiple organizations. No
Quote The standard quote workspace that is displayed when a staff member adds or edits a quote. No
Quote Product The standard quote product workspace that is displayed when a staff member adds a sales product to a quote. No
Service Opportunity The standard service opportunity workspace that is displayed when a staff member adds or edits a service opportunity.

The service opportunity workspace uses the opportunity workspace type.

No
Task The standard task workspace that is displayed when a staff member adds or edits a task. Yes
Task Multi Edit The standard task workspace that is displayed when a staff member edits multiple tasks. No

Standard workspaces are not available for custom objects because custom objects are, by definition, nonstandard objects. However, you can create workspaces that provide access to custom objects that have Object is Available in Workspaces, Scripting, and Workflow field visibility.

Custom workspaces

In addition to standard workspaces, Oracle Service Cloud gives you complete flexibility to create your own custom workspaces to help your staff work more efficiently. Custom workspaces are also used to provide your team with access to records stored in custom objects, which by definition have no standard workspaces of their own. Custom workspaces are created on a workspace designer (shown here) consisting of a ribbon and a design space. You define a workspace by dragging and dropping fields and controls from the ribbon to the design space.


This figure shows Oracle Service Cloud with a summary panel and tab set., and is described in the surrounding text.

The design space is the working area where you arrange fields and controls as you want them to appear on the workspace. In most standard workspaces, a summary panel at the top of the design space displays the most frequently accessed fields for the record type, while a tab set at the bottom provides controls and information related to the record, such as associated records, file attachments, and an audit log.

The summary panel and tab set both contain a table, hidden by default, that forms an underlying grid for aligning fields and controls. To aid you in laying out the workspace, you can display outlines around items on the design space to help you identify the table cells they are in. Refer to Design space layout options.

Once you add a field or control to the design space, you can select it to adjust its properties on the designer ribbon. The workspace designer ribbon functions are organized by the tabs described in the following table.

Table Workspace Designer Ribbon

Tab Description
Home Contains buttons for managing the entire workspace. You can preview the workspace, customize the ribbon that will be displayed with the workspace, create workspace rules, add spell-check functionality, and display an outline on the workspace to guide your design. You can also add notes, review the audit log, insert fields, and alter display and behavior properties for fields and controls.
Insert Field Lists the fields you can add to the workspace. The type of workspace you select when creating a new workspace determines the fields available. For example, when creating an incident workspace, you can add incident, contact, and organization fields. Refer to Working with fields.
Insert Control Lists controls and relationship items you can add to the workspace. Controls include spacers, tab sets, scripts, reports, title bars, and other items you can use to enhance the display or add functionality. Relationship items also add functionality to the workspace, but vary based on the type of workspace you are creating. Refer to Working with controls.
Design Displays when you select an item on the design space and contains buttons you can use to modify the properties of the selected item. For example, you can change fonts and margins for a field, or set a field to read-only if you want to display it only for informational purposes. The options available on the Design tab vary based on the control or field that is selected.

Tip: You can double-click an item on the workspace to automatically select the Design tab and populate it with properties related to the item.

Rules Displays when you select an item on the design space. Using the buttons on this tab, you can create rules that alter the workspace according to the conditions you define. For example, you can create a rule to hide a field when certain staff members use the workspace. Refer to Workspace rules.

Create a workspace

You can create a custom workspace from scratch by starting with a blank workspace. You can also copy an existing workspace or import a workspace from an exported workspace file to use as the basis for a new workspace. Then you can tailor the design by adding and removing fields and controls, adjusting properties, and arranging the layout to suit your business needs.

The following procedure describes how to create workspaces. To import a workspace from an exported workspace file, refer to Exporting and importing workspaces.

Procedure

  1. From the Workspaces explorer, click New on the ribbon. (If workflows are enabled, the button will be labeled New Workspace.) The New Workspace window opens.

  2. In the Start With a Blank Workspace section, select a workspace type. The workspace designer opens.

  3. To design the workspace, refer to Edit a workspace.

  4. Click Save on the Quick Access toolbar to save workspace.

Copy a workspace

The following procedure describes how to copy a workspace.

Procedure

  1. From the Workspaces explorer, right-click the workspace you want to copy and select Copy. The Copy Workspace As window opens.

  2. Select the folder to which you want to add the copied workspace.

  3. Type a name for the copied workspace in the Name field.

  4. Click OK. The workspace you added appears on the explorer in the folder you selected.

Delete a workspace

The following procedure describes how to delete a workspace.

Procedure

  1. From the Workspaces explorer, right-click the workspace you want to delete and select Delete. A Confirm Workspace Deletion message appears.

  2. Click Yes to delete the workspace.

    If you delete a workspace that is selected for a standard object editor in a profile, the profile will revert to the standard workspace for the editor type. For example, if you delete a workspace that happens to be selected in a profile for the incident editor, the profile will automatically use the standard incident workspace for that editor.

    If you delete a workspace that is selected for a custom object editor in a profile, the profile will revert to no workspace selection because there are no standard workspaces for custom objects.

Edit a workspace

The features available on the workspace designer are the same regardless of whether you are editing a new or existing workspace, or whether it was created from scratch, from a copy, or from an imported workspace file. However, the designer ribbon provides access only to fields, controls, and properties that apply to the workspace type. Controls specific to answers, for example, cannot be added to opportunity workspaces.

By default, most workspace types are blank on top with a single tab on the bottom. (Workspaces that are displayed in their own windows, such as quotes and quote products, are empty.) You can adjust the location of the tabbed area on the workspace by selecting the workspace on the design space and choosing the location you want from the Design tab’s Tab Alignment button. You can also adjust the space allotted to the two main areas of the workspace by selecting options from the Design tab’s Threshold Height and Summary Panel Height buttons. For more information about these and other workspace properties, refer to Design property descriptions.

Procedure

  1. Click Configuration on the navigation pane.

  2. Expand Application Appearance, and then double-click Workspaces. (If workflows are enabled, the item is labeled Workspaces/Workflows.) The Workspaces explorer opens on the content pane.

  3. Right-click the workspace you want to edit and select Open. The workspace opens on the content pane.

  4. Drag the fields you want from the Insert Field tab onto the design space.

  5. Drag the controls and relationship items you want from the Insert Control tab onto the design space.

  6. To modify the properties for fields and controls, select the item, click the Design tab, and make the appropriate changes.

  7. To customize options specific to chat workspaces, click Options on the Home tab. Refer to Creating incidents from chat sessions.

  8. To customize the workspace ribbon, click Ribbon on the Home tab.

  9. To add workspace rules that alter the display or behavior of items on the workspace or the values in its fields, click Rules on the Home tab. You can also select an item on the workspace and then click Add Rule on the Rules tab.

    Note: The Rules button and Rules tab are available only when workspace rules are enabled, and are not available for multi-edit workspaces. To enable workspace rules, contact your Oracle account manager.

  10. To view a history of all actions taken on the workspace, such as when the workspace was created and edited and by whom, click Audit Log on the Home tab.

  11. To invoke spell checking on fields that have the spell checking property enabled whenever a record that uses this workspace is saved, click Spell Check on the Home tab and select Auto-Check Spelling on Save. To permit staff members to cancel automatic spell checking, click Spell Check and select Allow Canceling Auto-Check. When this option is not selected, staff members will be unable to save the record if they cancel spell checking.

  12. To add notes about the workspace, click Notes on the Home tab to open the Workspace Notes window.

    1. Type any notes you want in the text field.

    2. Click OK.

    Notes added to your workspace are for internal use and are visible only when editing the workspace. They do not appear when working with records.

  13. To hide the banner flag on an answer, contact, incident, opportunity, or organization workspace, click the Insert Control tab and clear the Banner Flag check box. When visible, staff can use the banner flag to set an importance indicator and enter text pertaining to the record. The banner flag does not appear on asset, chat, task, quote, quote product, or multi-edit workspaces.

  14. To see what your workspace will look like when it is used by staff members, click the Home tab and click Preview. You can choose to see the workspace as it will display when creating a record or when editing an existing record.

  15. Click Save on the Quick Access toolbar to save and close the workspace. If you save changes to a workspace that staff members are using at the time, they will need to log out and then log back in to see the changes you have applied.

Best practices for creating workspaces

When optimized properly, workspaces are extremely flexible and useful for achieving a high degree of efficiency for staff members.

When developing custom workspaces for your site, keep the following best practices in mind.

  • Design for appropriate screen resolution—Be sure to tailor workspace layouts to your agents’ screen resolution. If your display is set to a higher resolution than that of the people who will use your workspace, they may find that the layout is difficult to use. Test appropriately when making design changes such as adding a column or adjusting the size of a field or add-in control.

  • Optimize your layouts—Give careful thought to the number and sequence of controls and fields in the layout of workspaces and tabs, providing only the information, fields, and controls staff members need to do their job. Also, try to avoid nesting tab sets, panels, and tables more than two or three levels deep. Streamlined layouts can optimize workspace performance and improve staff efficiency. They are also much easier to update as new processes are rolled out to your team.

  • Add shortcut keys and tab indexes—Agents can be more efficient when they can keep their fingers on the keyboard. Once you have optimized your workspace layout, select a Tab Order option to specify the order in which field focus is advanced when the Tab key is pressed, such as top-to-bottom or left-to-right (refer to the Tab Order button description at Behavior properties). Add shortcut keys to the most commonly accessed fields to provide even faster navigation, and train your team to use them (refer to the Text label description of Label properties).

  • Hide or require fields—Reduce visual clutter and improve performance by making fields visible only when they need to be, and only to agents who need access to them. For example, some fields might be required only when a new record is being created, and then hidden or displayed in a read-only format the rest of the time. When a workspace is shared by multiple profiles, you can choose to hide some of your fields from profiles of agents that don’t use them. For profiles of agents that must complete a specific field, you can make that field required for that specific profile. Refer to Setting hidden, required, and read-only properties.

  • Use different tabs for different tasks—Tabs can be used to organize alternate field layouts tailored to common tasks. For example, in addition to a base tab containing an incident discussion thread, you could create another tab containing a guided assistance control and fields commonly used to solve technical issues. Additional tabs could contain alternate layouts for resolving billing issues, tracking and returning orders, soliciting feedback, or creating sales opportunities. Whatever content you add, be sure each tab and field has an accurate, descriptive label. Also, be sure to order the tab set appropriately based on priority, with the most frequently used tabs first. Then set tab indexes and define shortcut keys so your agents can navigate quickly using their keyboard. Refer to Add tabs to the design space.

  • Delay loading data-heavy controls—Some controls, such as reports and browsers, may take awhile to load based on the amount of data they return. To reduce the initial load time of your workspace, you can delay the loading of these controls when they are located on tabs that are not visible when the workspace is initially opened. Refer to Report properties and Working with browser controls.

  • Use scripts and workflows to simplify your workspaces—Scripts and desktop workflows can be effective alternatives for complex workspaces. A workspace laden with a large number of fields, controls, and rules can be challenging to create, use, and maintain. By splitting up some of those processes across multiple elements, you can reduce the risk of functional or procedural conflicts while also simplifying and improving the performance of the interface for your agents. Refer to workspacesworkflows and records.

Tip: For best practices for mapping the agent desktop to your business processes, refer to Best Practices for Implementing Contact Center Experiences.

Workspace rules

The efficiency provided by custom workspaces can be extended even further using workspace rules.

Workspace rules are an automation layer used to set properties for different workspace items based on actions and conditions occurring in the workspace.

Note: Workspace rules are not available for multi-edit workspaces.

Workspace rules can save your agents a lot of time by simplifying or completely automating routine tasks. For example:

  • If your workspace contains a lot of fields and controls, you can use rules to show only the information that is relevant based on the type of interaction, the data being entered, or the identity of the contact or agent.

  • If a specific tab on the workspace correlates to a specific incident category, you could add a rule that focuses a specific tab based on the category value when the editor loads.

  • If agents are required to select from a certain subset of dispositions when solving incidents, you could create a workspace rule to make the Disposition field required and hide several of its items when incidents are set to Solved.

  • If incidents are escalated among groups based on product and profile, you could add a rule that sets the Assigned field to a specific group based on the product value selected and the profile of the logged-in staff member when a certain button control is clicked.

With every few clicks you save your agents, you help them become more efficient. Over time, automating your most repetitive tasks can help your team avoid distraction and better focus on the task at hand—assisting your customers.

Overview of workspace rules

With workspace rules, you can dynamically adjust the display, behavior, and values of fields and controls on a workspace based on staff member actions. (Workspace rules are not available for multi-edit workspaces.)

Workspace rules are created and managed on the Service Console for staff actions taken on the agent desktop and the Agent Browser UI. However, not all workspace rule elements are supported on the Agent Browser UI.

Each rule is triggered by one or more events and conditions you define, and can result in one or more actions, including the following.

  • Set the value of a field

  • Set the required status of a field

  • Make a field or control read-only

  • Show or hide a field or control

  • Show only a select group of menu items

  • Open a guided assistance guide (if Guided Assistance is enabled). The Guided Assistance relationship item is not currently supported in the Agent Browser UI.

  • Open a specific script (if Agent Scripting is enabled). Agent Scripting is not currently supported in the Agent Browser UI.

  • Create a named event to trigger another workspace rule or a script rule

In simplest terms, a workspace rule is basically a “when-then” statement you use to control the behavior of fields and controls on your workspace, such as:

  • When the status is changed, then make the Product field required.

  • When the disposition is changed, then make the Status field noneditable.

At a basic level, each rule defines a triggering event and a resulting action that will occur after the event is triggered. In some cases, you may find that the triggers available for rules are not precise enough to address a specific business need. You can make a rule more restrictive by adding conditions under which the event will trigger an action. If conditions are specified in a rule, actions will be triggered only if those conditions are met. For example, your rule could state that when a button is clicked, if the status is Unresolved, assign the record to the logged-in staff member. The button click is the triggering event, but the Unresolved status is the condition under which that event will trigger the action after the button is clicked.

There are two types of actions: Then and Else. Every rule has at least one Then action, which is the result of the triggering event and conditions. However, once conditions are specified for a rule, you can also add one or more Else actions. An Else action is triggered in cases where the rule’s conditions are not met. For example, a rule could state that when the status changes, if the value of the status is Solved, make the Disposition field editable, or else make the Assigned field editable. In this case, when the rule is evaluated, the Assigned field will be made editable if the record’s status has not been set to Solved.

Caution: Since business rules are checked after workspace rules, changes made to a record by workspace rules can be overridden by business rules if the rules have similar actions.

Workspace rules can be created and managed from two locations on the workspace designer’s ribbon. Clicking Rules on the Home tab gives you an overview of all the workspace’s rules. This is helpful if you need a quick look at all the rules that impact the workspace behavior. You can also add, edit, delete, and order all the rules on the workspace from this location. If you want to know which rules are associated with a specific field on your workspace, you can select the field on the design space, then click the Rules tab to view a filtered list.

The Rules button and Rules tab are available only when workspace rules are enabled. For information about enabling workspace rules, contact your Oracle account manager.

Add a workspace rule

You create rules using the Rule Wizard, which you can open from the Rules tab or from the Rules button on the Home tab.

Note: With some exceptions, the method used to create workspace rules is the same as that used to create script rules. The procedures to create rules from the Rule Wizard can also be used when creating script rules.
Procedure
  1. On the open workspace, click the Home tab and click Rules to open the Rules window.

  2. Click Add Rule to open the Rule Wizard. Displayed along the top of the wizard are five buttons—Triggers, Conditions, Then Actions, Else Actions, and Properties. You construct the rule by clicking each button and adding items to the rule description.

  3. Select one or more triggers that will cause the rule to fire. Refer to Selecting rule triggers.

  4. Click Conditions to add conditions that determine whether the triggering event will result in an action. Refer to Selecting rule conditions.

  5. Click Then Actions to define the actions that should occur if the conditions are met. Refer to Adding and editing actions.

  6. Click Else Actions to define the actions that should occur if the conditions are not met. Refer to Adding and editing actions.

  7. Click Properties and type the name of the rule in the Rule Name field.

  8. Type any notes you want to add to the rule in the Notes field.

  9. To deactivate the rule, clear the Active check box.

  10. Click Finish to save the rule.

Selecting rule triggers

Rule triggers are events that occur in a workspace that cause a rule to be evaluated. If you add more than one trigger to the rule description, the rule will be evaluated after any of the selected triggers occur.

Note: Designing for efficiency: To best support the maintenance and performance of your workspaces as they grow and change over time, always try to construct workspace rules that are scalable and suited to the need at hand. For example, rather than setting up a rule that hides a tab on a workspace when the editor loads, you might simply edit the workspace itself and set the tab to be hidden by default. Rule actions that are triggered unconditionally when “The editor loads” can be eliminated by simply having the workspace default to the desired state, which is more efficient for your system to perform.

Workspace rule triggers description

Available triggers vary based on the fields and controls that have been added to the workspace and are described in the following table.

All rule triggers listed in the following table are supported in the Service Console. The third column identifies which triggers are supported in the Agent Browser UI.

Table Rule Triggers

Event Description Supported in Agent Browser UI

The editor loads

Add this event to trigger the rule immediately after a record is opened using the workspace.

When using this trigger, rule conditions are evaluated at the time the record is opened. If any of the conditions require that items be changed after the record is opened, the rule will not fire.

Yes

The record is saved without closing

Add this event to trigger the rule immediately after a record is saved without being closed. For example, you could have a rule that runs when a staff member clicks the Save button instead of Save and Close.

This event does not affect records which are closed when saved or without being saved. This trigger should not be used as a last check before the record is saved, since it changes the values displayed in the workspace after the save occurs, not before.

Yes

A field changes

Add this event to trigger the rule immediately after the value of a field is changed. Once added, click the event’s underlined text to select a field that will trigger the rule. Available fields vary depending on the type of workspace you are editing. For example, when creating a rule on an incident workspace, you can select fields from the incidents, contacts, and organizations tables. However, not every field in these tables is available for use in workspace rules.

When using this trigger, the rule is evaluated at the time any change is made to the selected field. If the selected field is a text field, the rule will be evaluated the moment any character in the field is changed.

Not all fields are supported in the Agent Browser UI.

Yes

An input control value changes

Add this event to trigger the rule immediately after the value of an input control is changed to another value or to no value. Once added, click the event’s underlined text to select an input control that will trigger the rule. Available input controls include any menus, options, list boxes, and text boxes that are not used to trigger other rules.

This event is available only when an input control has been added to the workspace. When using this trigger, the rule is evaluated immediately after any change is made to the input control. If you want to verify that a specific value was selected, add An Input Control Has a Certain Value as a condition.

Note: Not all input controls are supported in the Agent Browser UI.

Yes

A button is clicked

Add this event to trigger the rule immediately after a button on the workspace is clicked. Once added, click the event’s underlined text to select a button from the workspace that will trigger the rule.

This trigger is available only when a button has been added to the workspace.

Yes

An image is clicked

Add this event to trigger the rule immediately after an image is clicked. Once added, click the underlined text to select an image from the workspace that will trigger the rule.

This trigger is available only when an image has been added to the workspace.

Yes

A hyperlink control is clicked

Add this event to trigger the rule immediately after a hyperlink is clicked. Once added, click the underlined text to select a link from the workspace that will trigger the rule.

This trigger is available only when a hyperlink has been added to the workspace.

Yes

The exit script event fires

Add this event to trigger the rule immediately after the Exit button is clicked, or when an exit script event is fired by a rule in a script placed on the workspace. Rule conditions are evaluated at the time that the event is fired.

No

The finish script event fires

Add this event to trigger the rule immediately after the Finish button is clicked, or when a finish script event is fired by a rule in a script placed on the workspace. Rule conditions are evaluated at the time that the event is fired.

No

The guide finished

Add this event to trigger the rule immediately after the Finish button is clicked in a Guided Assistance relationship item indicating that a staff member has finished using a guide.

This trigger is available only when the Guided Assistance relationship item has been added to the workspace.

Yes

An input control value is selected

Add this event to trigger the rule immediately after an input control value is selected. Once added, click the event’s underlined text to select an input control that will trigger the rule. Available input controls include any menus, options, and list boxes that are not used to trigger other rules.

This event is available only when an input control has been added to the workspace. When using this trigger, the rule is evaluated at the time a value is selected from the input control. If you want to verify that a specific value was selected, add An Input Control Has a Certain Value as a condition.

No

A named event fires

Add this event to trigger the rule immediately after a named event is fired by another rule on the workspace or by a rule in a script placed on the workspace. Once added, click the underlined text to type the name of the event that will trigger the rule. Rule conditions are evaluated at the time that the event is fired.

Yes

Add a rule trigger

The following procedure describes how to add a rule trigger to a workspace.

Procedure
  1. On the Rule Wizard, click Triggers to list available trigger items.

  2. Click Add next to the triggers you want to add to the rule description.

  3. If a trigger you have added to the rule description contains underlined text, click the underlined text to specify the source of the trigger action (such as the field, control, or event name). Refer to Selecting rule triggers for a description of trigger actions.

  4. Do one of the following.

    • Click Next to add conditions to the rule.
    • Click Then Actions to add actions to the rule.
    • Click Finish to save your trigger in the rule.

Selecting rule conditions

Rule conditions are additional criteria that determine whether a rule action will be triggered.

Conditions are evaluated at the time that the trigger event occurs. If all conditions are met (and the logical expression is valid), the rule’s Then actions will be taken immediately after the triggering event. If any condition in the rule is not met, the rule’s Else actions will be taken. If no Else actions are defined and any condition is not met, no action will be taken.

Workspace rule conditions description

Available conditions vary based on the fields and controls you have added to the workspace and are described in the following table.

All rule conditions listed in the following table are supported in the Service Console. The third column identifies which conditions are supported in the Agent Browser UI.

Table Rule Conditions

Condition Description Supported in Agent Browser UI
The logged in account has a certain value Add this condition to take action based on whether the logged-in account has a certain value. Click the underlined text to select the account to be evaluated. Yes
The logged in account’s profile has a certain value Add this condition to take action based on whether the logged-in account’s profile has a certain value. Click the underlined text to select the profile to be evaluated. Yes
A new record is being created Add this condition to take action based on whether a new record is being created. Yes
An existing record is being edited Add this condition to take action based on whether an existing record is being edited. Yes
The current editor is a child editor Add this condition to take action based on whether the record is open in a child editor. Yes
The current editor is a primary editor Add this condition to take action based on whether the record is open in a primary (non-child) editor. Yes
The record is copied Add this condition to take action if the record is being copied from another record.
Tip: This condition can be useful if you want to automatically set field values when records are copied.
Yes
The record is not copied Add this condition to take action if the record is not being copied from another record. Yes
A field has a certain value Add this condition to take action based on whether a field has been set to a specified value. Click the underlined text to select the field to be evaluated. Yes
A field is required Add this condition to take action based on whether a field is required. Click the underlined text to select the field to be evaluated. Yes
A field is optional Add this condition to take action based on whether a field is optional (not required). Click the underlined text to select the field to be evaluated. Yes
A field is read only Add this condition to take action based on whether a field is read-only. Click the underlined text to select the field to be evaluated. Yes
A field is editable Add this condition to take action based on whether a field is editable. Click the underlined text to select the field to be evaluated. Yes
A field is hidden Add this condition to take action based on whether a field is hidden. Click the underlined text to select the field to be evaluated. Yes
A field is visible Add this condition to take action based on whether a field is visible. Click the underlined text to select the field to be evaluated. Yes
An object is read only Add this condition to take action based on whether a control is read-only. Click the underlined text to select the control to be evaluated. No
An object is editable Add this condition to take action based on whether a control is editable. Click the underlined text to select the control to be evaluated. No
An object is hidden Add this condition to take action based on whether a control is hidden. Click the underlined text to select the control to be evaluated. No
An object is visible Add this condition to take action based on whether a control is visible. Click the underlined text to select the control to be evaluated. No
An input control has a certain value Add this condition to take action based on whether an input control has a certain value. Click the underlined text to define the input control to be evaluated. No
An add-in control condition returns a certain value Add this condition to take action based on whether an add-in control returns a certain value. Click the underlined text to select the add-in control and the parameters to be evaluated. No

Add a rule condition

The following procedure describes how to add a rule condition to a workspace.

Procedure
  1. On the Rule Wizard, click Conditions to list available conditions.

  2. Click Add next to the conditions you want to add to the rule.

  3. If a condition you have added to the rule description contains underlined text, click the underlined text to open the Edit Condition window. Selecting rule conditions for a description of rule conditions.

  4. To evaluate two or more conditions using a logical expression, click Combine the Conditions Using a Logical Expression. Refer to Edit a logical expression.

  5. Do one of the following.

    • Click Next to add actions to the rule.
    • Click Finish to save your condition in the rule.

Edit a logical expression

When you add multiple conditions to a rule, the conditions are automatically joined together to form a logical expression.

The logical expression defines how the conditions are evaluated together to determine whether rule actions should be performed. By default, the logical expression uses Boolean AND logic rather than OR logic. Conditions joined by an AND operator must all be met for rule actions to be performed. When using the OR operator, any condition can be met.
Procedure
  1. Add more than one condition to the rule.

  2. Click Combine the Conditions Using a Logical Expression. The Edit Logical Expression window opens. The conditions you added are automatically joined with AND logic and are displayed in an AND tree node.

  3. To add a condition joined with OR logic, click Add OR Node and drag the condition to the OR node.

    Caution: Deleting a node from the logical expression will also delete any conditions listed beneath that node in the tree structure, and there is no Undo option.
    When you add nodes to the expression, the nodes are displayed in a tree structure, with conditions displayed either under an AND node or an OR node. Conditions under the same AND node are joined to each other using AND logic. Conditions under the same OR node are joined to each other using OR logic. Conditions can be dragged from one node to another to define their logical relationships.

  4. To delete a node from the logical expression, select the node and click Delete Node.

  5. To view a text definition of the conditions’ logical expression, click View Text Definition.

    1. Click OK to close the Text Definition window.

Adding and editing actions

Immediately after a rule is triggered (and all conditions are met), its actions are performed.

Actions provide a wide array of functions to meet your business needs. They can be used to set the value of a field or change its required, read-only, or visibility status. They can set the visibility of controls on the workspace. Actions can even hide individual items within menus. For example, an action can change the properties of the Status field to allow staff members to select from only two of the four incident statuses.

Every rule must have at least one Then action, which is the result of the rule being triggered and its conditions being met. Else actions can be added if conditions have been defined in the rule. Else actions can use any of the same actions as Then actions, except they are performed when the rule’s conditions are not met.

Note: If a rule action triggers a connector in a desktop workflow, the workflow will advance to the next element without running any subsequent rules in the workspace. Refer to Add a connector event.

For a list of available workspace rule actions, refer to the Rule Actions Description table.

Workspace rule actions description

The available rule actions depend on the type of workspace and the fields and controls you have added and are described in the following table.

All rule actions listed in the following table are supported in the Service Console. The third column identifies which actions are supported in the Agent Browser User Interface.

Table Rule Actions

Action Description Supported in Agent Browser UI
Set the value of a field Add this action and click the underlined text to select a field and the value you want to set for that field.

In addition to setting an absolute value, you can set relative values for some field types. Relative values are defined by adding or subtracting (or appending or prepending) a value to the field’s previous value.

Yes
Set menu field to include menu items Add this action and click the underlined text to select items you want to appear in a specified menu field.

When selecting items in hierarchical menus, you can select the parent item to add the parent and all child items to the list, or you can select only the child items you want.

Yes
Set menu field to exclude menu items Add this action and click the underlined text to select items you want to hide from a specified menu field. Yes
Make a field required Add this action and click the underlined text to select a field that you want to require staff members to complete. Yes
Make a field optional Add this action and click the underlined text to select a field that you want to be optional (not required) for staff members to complete. Yes
Make a field read only Add this action and click the underlined text to select a field that you want to be uneditable by staff members. Yes
Make a field editable Add this action and click the underlined text to select a field that you want to be editable by staff members. Yes
Hide field Add this action and click the underlined text to select a field that you want to be hidden from staff members. Yes
Show a field Add this action and click the underlined text to select a field that you want to be visible to staff members. Yes
Set the value of an input control Add this action and click the underlined text to select an input control and the value you want to set for that control. No
Set the URL of a web browser control Add this action and click the underlined text to select a browser control and specify a URL for it to load. No
Assign the value of a text box control to a field Add this action and click the underlined text to select a text box control and give its value to a text field. No
Make an object read only Add this action and click the underlined text to select a control that you want to be uneditable by staff members. No
Make an object editable Add this action and click the underlined text to select a control that you want to be editable by staff members. No
Hide an object Add this action and click the underlined text to select a control that you want to be hidden from staff members. Yes
Show an object Add this action and click the underlined text to select a control that you want to be visible to staff members. Yes
Focus a tab Add this action and click the underlined text to select a tab or sub tab that you want to receive focus. Yes
Hide a ribbon button Add this action and click the underlined text to select a button on the ribbon that you want to be hidden.

When you choose to hide a ribbon button, all instances of the button on the workspace’s ribbon will be hidden.

Yes
Show a ribbon button Add this action and click the underlined text to select a button on the ribbon that you want to be visible. Yes
Invoke a guide Add this action and click the underlined text to select a guide to display to staff members.

This option is available only if guided assistance is enabled on your site.

Yes
Prompt agent to select a guide Add this action to prompt staff members to select a guide to display.

This option is available only if guided assistance is enabled on your site.

Yes
Prompt agent to search for a guide using a report Add this action and click the underlined text to select a report and prompt the agent to search for a guide using the selected report.

This option is available only if guided assistance is enabled on your site.

Yes
Run a script Add this action and click the underlined text to select a script control and the script that you want to run in it.

This option is available only if agent scripting is enabled on your site and you have added a script control to the workspace.

No
Fire a named event Add this action and click the underlined text to type the name of an event that you can use to trigger a script branch, desktop workflow connector, or another rule.

Named events let you trigger a workspace rule from a script rule or a script rule from a workspace rule. For example, you could create a script rule to fire a named event when a button control is clicked. You could then create a workspace rule to set the Status field to Solved when the named event is fired.

Note: Agent scripting and script rules are not currently supported in the Agent Browser UI.
Yes
Execute an editor command Add this action and click the underlined text to select an editor command that you want to run. Any of the record commands that are available as ribbon buttons for the workspace type can be selected, such as Save, Print, Propose, and Refresh. Yes
Execute an add-in action Add this action and click the underlined text to select an add-in action that you want to run. No
Add standard text to thread Add this action and click the underlined text to select a standard text to insert into an incident thread. Any standard text that has Rule Text enabled can be inserted as a customer entry, response, or private note type threads.

The Incident Thread relationship item does not need to be added to the workspace for this action to occur. However, the new thread entry will not be committed until the incident is saved.

Yes
Display a message box Add this action and click the underlined text to define a customized message that will display in a pop-up window. For example, you can use this action to alert the agent when an incident contains a high severity issue or is missing important information. You can define the window title and the text of the message and select an icon to indicate the message context (none, error, information, question, or warning). Yes
Make the editor read only Add this action to make all content in the editor read-only, preventing further changes from taking place to the record. For example, you could add this action to prevent agents from making changes to solved incidents. Yes

Add or edit an action

The following procedure describes how to add or edit a rule action to a workspace.

Procedure
  1. On the Rule Wizard, do one of the following:

    • Click Then Actions to list available Then actions.
    • Click Else Actions to list available Else actions.

  2. Click Add next to the conditions you want to add to the rule.

  3. If the action you have added to the rule description contains underlined text, click the underlined text to open the Edit Action window. Refer to Adding and editing actions for a description of rule actions.

  4. To change the order of the actions listed in the rule description, click Change the Order of the Then (or Else) Actions.

    1. Click the action you want to move, then click the up or down arrow to move the action where you want it.

    2. Click OK to close the window.

  5. Click Finish to save the rule.

Modify workspace rules

Once you add rules, you can easily edit them, reorder them, or delete them once they are no longer needed. These functions can be accessed from both the Rules tab and the Rules button on the Home tab.

Rules are fired in the sequence in which they are listed. Adjusting them can impact how other rules affect the workspace. For example, if multiple rules set different values for the same field, the field will be set to the value assigned by the last rule in the sequence.
Procedure
  1. Do one of the following.

    • From an open workspace, click the Home tab and then click Rules. The Rules window opens and lists all workspace rules.
    • Click an item on the workspace and then click the Rules tab. The rule list displays all rules triggered by the selected item. (If you want to display the rules that reference the selected item, or all rules in the list, click Filter List and select the option you want.)

  2. In the rule list, select the rule you want to modify.

  3. To edit the rule, click Edit Rule. The Rule Wizard opens. Refer to Adding workspace rules.

  4. To copy the rule, click Copy Rule. The Rule Wizard opens the rule copy where you can make any needed changes to rule. The Copy Rule button is available only when modifying rules using the Rules button on the Home tab. It does not appear on the Rules tab.

    1. Click Finish to save the rule copy.

  5. To change the order of the rule, click the up or down arrow to move the rule where you want it.

    Caution: Deleting a rule is permanent and cannot be undone. To ensure that a rule is not needed before deleting it, you can disable it instead. To disable a rule, click the Rules button on the Home tab and clear the Active check box next to the rule.

  6. To delete the rule, click Delete Rule.

Avoiding rule conflicts

You should understand the sequence in which rules are performed in order to avoid rule conflicts.

Note: Agent scripting and some workspace rule elements are not currently supported in the Agent Browser UI. Test your workspace rules on the agent desktop (Service Console or Agent Browser UI) used by your staff members.

Because processes for workspace rules, script rules, script branching rules, and workflows are often running at the same time, care must be taken to ensure that their actions do not conflict. For instance, when a script is added to a workspace, the script rules will be running even when the script does not have focus on the workspace. If a script rule and a workspace rule are configured to update the same field, an agent may find that the field does not update to the value they might expect.

For this reason, it is helpful to understand the sequence in which rules are performed. Currently, rules are processed in the following order:

  1. Workspace rules

  2. Script current page rules

  3. Script current page’s branching logic

If additional scripts appear on the same workspace, processing continues as follows:

  1. Script 2 current page rules

  2. Script 2 current page’s branching logic

  3. Script 3 current page rules

  4. Script 3 current page’s branching logic

While a large number of rules may be difficult to track, remember that you can avoid most common types of conflicts by limiting the number of rules you create and avoiding overlap in triggers. For example, if a workspace rule and script rule are both triggered by a change to the Category field, you will want to make sure that these rules do not act on the same field or control (such as trying to set two different values for the Product field). If they must do so, add appropriate conditions to the rules to narrow their focus and impact.

Since most trigger events are common to workspace rules, script rules, and workflow connectors, it is important to try to minimize or reserve certain types of triggers for certain functions. For example, it is generally best to avoid or minimize the number of data changed triggers (such as “A field changes”) in your scripts. This is especially true for the first page of scripts, as this page will load when the workspace does and is therefore more likely to run into a conflict.

Finally, work performed in the agent desktop is augmented by another feature that is usually thought of as separate and distinct—the server-side business rules. Don’t forget to consider your existing business rules when designing your agent desktop, especially those functions most commonly performed by rules, such as changing incident assignment. And be sure to consider your agent desktop designs when adding new business rules. Tracking functional overlaps between business rules and your agent desktop is just as important as preventing conflicts within the desktop to ensure expected results.

Preview a workspace

When you are editing a workspace, it can be helpful to preview the workspace to see what it will look like when staff members use it. This can help you assess whether it meets your needs or if it needs further changes. The preview feature displays the workspace as it will appear to any staff member who has the same set of administration permissions as you have. To view the workspace as it will appear to a staff member with different permissions, you must log in using a staff account with the same profile as the staff member.

Note: As in production, previewed reports used on report controls or relationship items automatically attempt to filter on the record shown using the workspace to display information related to the record. For this reason, you should make sure that each report contains at least one filter for the primary identification types for the workspace type. For example, reports used in incident workspaces should filter on incident (i_id), contact (c_id), or organization (org_id). If such a filter does not exist, the previewed report could return all records.

Procedure

  1. Do one of the following.

    • While editing a workspace, click the Home tab.
    • Right-click a workspace on the Workspaces explorer and select Open.

  2. To view the workspace as it will appear to staff members when they add records using this workspace, click Preview and select New Record. A preview of the new record opens.

  3. To view the workspace as it will appear with data from a specific record, click Preview and select Opening a Record.

    1. Type the record ID number.

    2. Click OK. The record preview opens.

  4. To view a chat workspace as it will appear with data from a specific chat session, click Preview.

    1. Type the chat session ID. (Chat session IDs can be found on the tab of an agent’s active chat session as well as the All Chats report.)

    2. Click OK. The chat preview opens.

  5. Click X on the top right or press Esc to close the preview window.

    When you click Preview on a multi-edit workspace, the workspace displays without any record data. You cannot enter a reference or ID number to view existing data as you can when you select Opening a Record on a single-record workspace.

Exporting and importing workspaces overview

Administrators can spend a lot of time creating and optimizing custom workspaces to support complex business processes. However, because workspaces are often comprised of fields and controls that are unique to the interface in which they were created, they cannot simply be copied between interfaces.

To save time when creating workspaces in multiple interfaces, Oracle Service Cloud lets you export a workspace as an XML file containing descriptions of all the workspace elements, including fields, controls, layout, and rules. The XML file can then be used by the import wizard to import the workspace to another interface. The export/import features can help you migrate a workspace efficiently while accounting for fields and controls that are not configured identically between interfaces. This is helpful if you have a custom workspace you like on one Oracle Service Cloud interface and want to create a copy or similar workspace on a different interface.

Consider the following when exporting or importing workspaces.

  • Workspace notes are not included when exporting a workspace to an XML file.

  • When a workspace is exported as an XML file, the file includes a hash value that will be used when the file is imported to determine if the file has been modified externally. If the file has been modified, it will not be available for importing, and an error message notifies you that the file is invalid.

  • The XML file can be no larger than 1 MB.

Export a workspace

This procedure describes the steps to export a workspace.

Procedure
  1. On the Workspaces explorer, right-click the workspace you want to export and select Open. The workspace opens.

  2. Click File and select Export Workspace. The Save As window opens.

  3. Select the directory where you want to save the workspace definition file and type the file name.

  4. Click Save to save the workspace definition file.

Import a workspace

This procedure describes how to import a workspace.

Procedure
  1. From the Workspaces explorer, click New on the ribbon. (If workflows are enabled, the button will be labeled New Workspace.) The New Workspace window opens.

  2. Click Import Workspace from an Exported Workspace File to open the Import Workspace wizard.

  3. Click Next.

  4. Do one of the following.

    • Type the full path of the workspace definition file you want to import.
    • Click Browse to find the file on your workstation and click Open.

  5. Click Next.

  6. To map the file to a workspace type, click the Map To Type drop-down menu and select the record type you want to map the workspace to. By default, the imported workspace is mapped to the same workspace type as the original workspace.

    Note: If items from the workspace you are importing are not used by the workspace type you are converting it to, the next window lists these invalid items and informs you that they will be replaced by spacers, field placeholders, or removed from the imported workspace. Since most database fields and workspace controls are not shared by workspace types, the majority of fields and controls will often not be included in the new workspace when you convert the type. However, this option is helpful if you want to import the general layout from a workspace with a different type.

  7. Click Next.

  8. If the workspace includes records from a custom object, click the Map To Record Type drop-down menu and select the record type you want to map the records to. If Oracle Service Cloud detects a record type of the same name already in the site, it is selected by default.

    1. Click Next.

  9. Click Finish. The workspace designer opens with the imported workspace. Any fields on the workspace that do not exist on the site you are importing the workspace into will be indicated as unavailable.

  10. Edit the workspace to remove or replace fields that are not available. Refer to Editing workspaces.

  11. Click Save to save the workspace. When you save a workspace, reports that are used by the workspace’s report controls will be checked to ensure they exist on the site. If a report does not exist, a message will be placed in the control stating the report is no longer available. You can save a workspace that has invalid reports, but you will need to select new reports for the controls before they can be used by the workspace.

Guided Assistance

Guided Assistance

Guided assistance gives agents and customers the ability to locate answers or text explanations by selecting responses from question branches in guides. This lets agents quickly find information they can provide to customers when working with them on the phone, when responding to an incident, or when chatting.

In addition, guides can be embedded in answers so customers can use them on the customer portal. Refer to customer portalknowledge basevisibilityinterfaceSLAscustomer portalknowledge baseincidentsknowledge basenavigation panenavigation listcontent panecustomer portalknowledge baseSLArelated answerscustomer portalOracle RightNow Virtual Assistant Cloud Servicemodel questionsworkspacecontrol and Answer details page: Overview.

Note: Many factors control answer visibility. For instance, if an answer or section of an answer is available only to customers whose SLAs give them permission to view certain answer access levels, that answer will not be visible to customers without that SLA even if they click an answer in a guide. Refer to customer portalknowledge basevisibilityinterfaceSLAscustomer portalknowledge baseincidentsknowledge basenavigation panenavigation listcontent panecustomer portalknowledge baseSLArelated answerscustomer portalOracle RightNow Virtual Assistant Cloud Servicemodel questionsworkspacecontrol.

Not all guided assistance features are currently supported on the Agent Browser UI. For a complete list of supported features, refer to Answer ID 9022 on our support site.

Table Best Practices for Guided Assistance


This figure shows an award cup that represents Best Practices.

To understand how guides can best be implemented in your agent desktop on the Service Console and the Agent Browser UI, you should also become familiar with workspaces, scripts, script rules, and workflows. For a summary of these features, refer to records.

Provide guided assistance to agents and customers

You can create as many guided assistance guides as you need to help your agents and customers locate appropriate responses to questions related to different topics. For example, you can create guides to help agents answer questions about different products and other guides to help answer questions about service plans. Each guide can include multiple question branches, so you can use a single guide to lead agents to answers regarding different models of a product or multiple service plans.

Note: These configuration options will not be available until guided assistance is enabled. To enable guided assistance, contact your Oracle account manager.

Procedure

  1. Add the Guided Assistance explorer to your configuration list for the Configuration button. Refer to Create a navigation set for the administrator.

  2. Assign guided assistance permission to profiles. Refer to profileguidesexplorer.

  3. Create guides for your agents or customers. Refer to explorer.

  4. To display a guide to agents, add the Guided Assistance control to a workspace selected in the agent profiles. Refer to relationship itemworkspacerelationship item.

  5. To display a guide to customers, add the GuidedAssistant widget to the customer portal. Refer to Answer details page: Overview.

Assign guided assistance permission to profiles

You first need to edit your profile to include permission to create guides. Staff members with appropriate profile permission can create, copy, delete, and rename guides from the Guided Assistance explorer.

Guided assistance permission is not available on the Profiles editor unless guided assistance is enabled on your site. To enable guided assistance, contact your Oracle account manager.

Procedure

  1. Click Configuration on the navigation pane.

  2. Expand Staff Management, and then double-click Profiles. The Profiles report displays on the content pane.

  3. Right-click a profile and select Open. The Profiles editor displays on the content pane.

  4. Click Permissions on the ribbon.

  5. Click the Service tab and select the Guided Assistance – Add/Edit check box under More Options.

  6. Click Save on the ribbon. Staff associated with the profile you have edited must log out of Oracle Service Cloud and log back in to apply the changes you have made.

Create or edit a guide

The Guided Assistance explorer provides all the tools you need to manage the guides you create.

You can copy and delete guides and organize them in custom folders in the same way you work with items in any explorer. Refer to Open the Reports explorer.

Caution: If you attempt to delete a guide that is being used in another guide, a dependency warning will list each location where the guide is used and provide you with an option to cancel the deletion. If you choose to continue deleting the guide, all references to the guide will be invalidated and you will need to manually update each reference to either remove it or replace it with a valid guide.

To more easily see relationships between guided assistance questions and responses, view the data in a tree format. Refer to Report Management.

Procedure

  1. Click Configuration on the navigation pane.

  2. Double-click Guided Assistance Explorer in the configuration list. The Guided Assistance explorer opens on the content pane.

  3. To create a new guide, do one of the following:

    • Click New on the Guided Assistance explorer’s ribbon. The guided assistance designer opens.
    • If your navigation set is configured to add guides from the application menu, click File and select Guided Assistance Guide.
    When creating a guide, you add questions to the guide, add text for the question responses, and associate answers or text explanations with each response. You can also insert existing guides into other guides if you have a set of common questions and answers you want to use in multiple guides.

  4. To edit an existing guide, right-click the guide in the list and select Open. The buttons on the designer’s ribbon give you access to all the tools you need to preview, validate, and edit a guide. The groups and buttons on the guided assistance designer’s ribbon are described in the following table.

    Table Guided Assistance Designer Ribbon

    Group/Button Description
    Guide Actions and Properties

    The buttons in this group let you preview the guide you create, validate the guide to ensure it is complete, create answers to add to the guide, add a note to the guide, and select a language for the guide.

    Preview

    Click this drop-down menu and select from the following options.

    If you click on answers while testing a guide, hits will be recorded to the clickstreams table.

    Agent Preview

    Select this option to open a window displaying the guide as it will appear on the agent desktop.

    Web Preview

    Select this option to open a window displaying the guide as it will appear on the customer portal.

    Validate

    Click this button to verify that all the question branches in the guide are associated with answers or text explanations.

    You can save a guide that cannot be validated, but we recommend that you correct all errors before using the guide.

    Create Answer

    Click this button to create a new answer associated with the guide. (That is, the guide is automatically selected in the answer’s Guided Assistance field.) When staff members search for guides, a search that matches the associated answer’s content will return the guide. Refer to Configuring guide searching and Adding answers.

    Audit Log

    Click this button to open the audit log for the guide, which shows you when the guide was created and edited, and by whom.

    Notes

    Click this button to open a text window where you can type notes for the guide. The notes can be used to explain the purpose of the guide or relay other information to agents using the guide.

    Language

    Click this button to select the language to use for the guide. Only languages deployed to your site are available.

    This button does not display if your site uses a single language.

    Add

    The buttons in this group let you add questions, responses, answers, text explanations, and other guides to the guide you are creating.

    Some of the options available in this group are also available when you right-click a question or response in the guide.

    Yes/No Question

    Click this button to add a question with two responses. The text in the responses reads Yes and No, but you can change the text as necessary.

    Button Question

    Click this button to add a question with responses shown on buttons.

    Menu Question

    Click this button to add a question with responses shown in a drop-down menu.

    List Question

    Click this button to add a question with responses shown in a list.

    Radio Question

    Click this button to add a question with responses shown with options.

    Link Question

    Click this button to add a question with responses shown as links.

    To add links to other websites, you must right-click a response and select Call URL. After typing the URL, double-click it to open the Edit Call URL Properties window. Next to the Parameter Pass Method field, select the Post option and click OK.

    Text Question

    Click this button to add a question with a response shown as a text box and an OK button.

    All text fields are automatically marked as required on the customer portal.

    Image Question

    Click this button to add a question with responses shown as clickable images. Using the Client Workflow Images explorer, you can add images to use in guides. Once you open the explorer, you can manage images the same way you do in the Images explorer. Refer to Image explorer.

    Response

    Click this button to add an additional response to any of the questions you have added to the guide.

    Associated Answer

    Click this button to open a search window to search for or select an answer to associate with the selected response. Each response can be associated with multiple answers.

    Text Explanation

    Click this button to add a text explanation to the selected question response. Use text explanations when you do not have an answer to associate with the response and do not want to create an answer for the purpose.

    Fire Named Event

    Click this button to add a named event that will fire when the response is selected. Refer to Using events in workspace and script rules.

    Guide

    Click this button to associate another guide with the selected response in the guide you are creating. For example, you can create a smaller guide used for a number of purposes and then add it to a larger guide with a more specific purpose.

    Call URL

    Click this button to add an external URL that is called when the response is selected. You can right-click the Call URL node and select Edit to specify the URL and preview it in a browser. You can also select a parameter pass method (get or post) and view all name-value pairs that will be passed to the URL as parameters. Refer to Passing parameters through Call URL nodes.

    Tip: Following a Call URL node can be unsettling to customers if they do not expect to leave the guide. To avoid confusion, you can open the URL in a separate window by editing the answer details page on the customer portal. Refer to Open guide URLs in a separate window. Otherwise, be sure that the text of the question or response containing each Call URL node indicates the action that will result when the option is selected.

    Call URL nodes support both absolute and relative URLs. For example, you can post the relative URL /app/ask to load your site’s Ask a Question page.

    Node Properties and Actions

    The buttons in this group let you add text, images, and web pages to questions. You can also edit, delete, and export questions and all the items in the questions’ branches.

    Some of the options available in this group are also available when you right-click a question or response in the guide.

    Text

    Click this button to edit the text for the selected question or response.

    Agent Text

    Click this button to add explanatory text to the selected question. The agent text is displayed beneath the question and is visible only to the staff members who is using the guide.

    Display Type

    Click this button to change the question type for the selected question. You can change the question type to Button, Menu, List, Radio, Link, Text, or Image.

    Question Name

    Click this button to add a name for the question, which is used to display the question in the designer and when passing the question as a parameter name to an external URL (Call URL node).

    Response Value

    Click this button to set the value for the response, which is used when passing the response as a parameter value to an external URL (Call URL node).

    Delete

    Caution: When deleting a question or response, all the images, web pages, questions, and responses beneath the item will also be deleted.

    Click this button to delete the selected question or response.

    Edit

    Click this button to open the Edit Question Properties window to change the properties of the selected question. You can also change a question’s properties from the ribbon. Refer to Add questions and responses to a guide.

    In addition, you can select an answer associated with a question response, and then click this button to open a search window to find a different answer to associate with the response. Refer to Add questions and responses to a guide.

    Extract

    Click this button to open the Extract Guide window where you can copy the selected question branch to a new guide or to an XML file.

Add questions and responses to a guide

The questions you add to guides can be simple or complex.

If you think your agents may need additional context to better understand a question, you can add a web page or an image that will appear with the question text. Refer to Add an image control to a workspace or script.
You can also save time by inserting the content from another guide into the guide you are creating. Inserting guides can save time if you have a number of common questions, responses, and answers that are used throughout a number of guides.
Tip: When editing a guide, you can press Ctrl+f to search for specific text on the content pane. This can be helpful for locating descriptions or answer IDs referenced within a guide.

Procedure

  1. Select a question type button on the ribbon to add the first question to the new guide. For a description of the question types, refer to Guided Assistance Designer Ribbon Description. Once you add a question, the designer displays the question and its responses using default text. The question is added with the default text selected for editing.

  2. Double-click the text for the question. The Edit Question Properties window opens.

  3. Enter the Edit Question Properties window field information described in the following table.

    Table Edit Question Properties Window

    Field Description

    Question Name

    Type a question name to be used as the name of the parameter to be passed to a URL as defined in a Call URL node. This field is associated with the Question Name button on the ribbon.

    Question

    Type the question to display in the guide. This section contains an HTML editor and toolbox to help create guides. The HTML editor and toolbox are similar to the editor and toolbox used for answers. Refer to Adding HTML answers.

    When inserting an image from the toolbox, you must select a client workflow image and choose to display it either inline (in the body of the answer) or in a pop-up window. Refer to Add an image control to a workspace or script and Configuring the GuidedAssistant widget.

    When inserting an inline web page from the toolbox, you must specify the URL address, width, and height.

    Agent Text

    Type an internal note to further explain the logic in the question. This text will not display in guides and is available only to staff members. This field is associated with the Agent Text button on the ribbon.

    Question Responses

    Displays all question responses that are associated with the question being edited. Responses can be added, edited, and deleted. In addition, a display type can be set to change the format of the responses. This field is associated with the Response Value button on the ribbon.

    Name-Value Pairs

    Click this section header to display name-value pairs that are associated with the question. Name-value pairs can be added and deleted and are used in Call URL nodes to pass parameters for integration purposes. Refer to Passing parameters through Call URL nodes.

  4. Click OK.

  5. To add responses to the question, click Response on the ribbon. The new response is added to the question.

  6. To edit a question response, double-click the response to open the Edit Response Properties window.

    1. Type the text and value for the response.

    2. Click OK.

  7. To add another question to the guide, select one of the responses in a question you have added and click one of the question type buttons on the ribbon. The designer is updated to display the new question. When agents use the guide, they will see the new question when they choose the response the new question is branched from.

  8. Click Save on the Quick Access toolbar to save the guide. The Save As window opens if you have not yet named the guide.

    Note: If there are problems with the guide (that is, if one or more questions are not associated with an answer or text explanation), a validation message will display the errors. Click Continue to save the guide or click Cancel to cancel.

    If problems exist with your guide, we recommend that you fix them before making the guide available to agents.

    1. Type a name for the guide in the Name field.

    2. Click OK to save the guide.

Associate answers and text explanations with question responses

For a guide to be valid, all questions in the guide must be associated with responses, and all responses must be associated with other questions or with one or more public answers or text explanations.

The following procedure explains how to associate answers and text explanations with responses. Once a guide has been saved, you can click Create Answer on the ribbon to create an answer to associate with your guide.

Procedure

  1. To associate an answer with a question response, select the response and click Associated Answer on the ribbon. The Add or Edit an Answer Node window opens.

    1. If you know the ID number of the answer you want, type it in the Answer ID field and click Select.

    2. To search for an answer, enter search criteria in the fields, click Search, select the answer you want, and click Select. The window closes and the answer is associated with the response.

  2. To change an answer that has been associated with a response, double-click the answer on the guided assistance designer. The Add or Edit an Answer Node window opens.

    1. Select a different answer and click Select.

      Tip: When you edit a guide, you can view the answers associated with responses by right-clicking an answer and selecting View Answer.
      The answer in the guide is replaced with the new answer.

  3. To associate a text explanation with a question response, select the response and click Text Explanation on the ribbon.

    1. Type the text you want for the explanation and press Enter. The explanation displays beneath the response.

  4. To change the text for an explanation already added to the guide, do one of the following:

    • Select the explanation, click Text on the ribbon, and type the text you want.
    • Double-click the explanation and type the text you want.
    1. Type the text you want and click OK to save the change and close the window.

    If the text explanation exceeds 200 characters, the Edit Node Text window opens when you double-click the text explanation.

  5. Click Validate on the ribbon to verify that each question response is associated with a public answer or a text explanation. A message opens stating that the guide successfully validated or that it contains errors.

    1. Click OK to close the window.

      Note: Validation also occurs automatically when saving a guide. If validation errors occur when saving, you can click Continue on the Validation Results window to save without first correcting the errors. However, the guide will not function properly until all validation errors have been corrected. If problems exist with your guide, it is important to fix them before making the guide available to agents or customers.

  6. Click Save on the Quick Access toolbar to save the guide.

Passing parameters through Call URL nodes

A Call URL node is used to link a guide response to an absolute or relative URL. For instance, a customer-facing guide could lead customers to a solution that requires the involvement of support agents. In this case, you could add a Call URL node to route customers from the guide to your site’s Ask a Question page. This can be done by entering the relative URL /app/ask in the Call URL properties.

Note: Following a Call URL node can be unsettling to customers if they do not expect to leave the guide. To avoid confusion, be sure that the text of the question or response preceding each Call URL node indicates the action that will result when the option is selected.

You can also pass parameters through the Call URL function by defining name-value pairs in the question or response properties. For example, when linking to the Ask a Question page, you can pass parameters to automatically set values for fields such as Product, Category, or a custom field. To accomplish this, you must first update the question name to indicate the name of the parameter you want to set. You can then edit the response properties to set the value you want.

Alternately, you can add name-value pairs to question properties to declare a static parameter. Static parameters are parameters that are carried through a guide’s remaining branches and are passed through any Call URL function that exists in the question’s subhierarchy.

To test Call URL functions and parameters, click the Preview button and select an option for previewing your guide.

Pass a parameter using response properties

The following procedure describes how to pass a parameter using response properties. This procedure assumes you have created a guide containing a question and a response with a Call URL node.

Procedure
  1. From the open guide, right-click the question containing the response and Call URL node, and select Edit. The Edit Question Properties window opens.

  2. Type the name of the parameter you want to pass in the Question Name field. If passing a parameter to an Oracle Service Cloud field, such as a field on the Ask a Question page, use the format table.fieldname. For example, to pass a parameter to the Products field, type incidents.prod. Custom fields are indicated in the format table.c$fieldname, such as incidents.c$priority.

  3. In the Question Responses section, select the response containing the Call URL node and click Edit Response. The Edit Response Properties window opens.

  4. Type the parameter value you want to pass in the Response Value field. If passing a parameter to an Oracle Service Cloud field, be sure to use a value consistent with the field’s purpose and type. For example, to set a Yes/No field, use a response value of 1 for Yes and 0 for No. To pass a value to the Products field, you would type a number or number sequence corresponding to the product ID.

  5. Click OK.

  6. Click OK to close the Edit Question Properties window.

  7. Right-click the Call URL node and select Edit. The Edit Call URL Properties window displays the URL, parameter pass method, and all name-value pairs that will be passed as parameters.

  8. Select a parameter pass method from the Parameter Pass Method field. Available options include Get and Post. The Post method must be used when passing parameters to set fields on a page, such as when setting the Product field on the Ask a Question page.

  9. Click OK.

  10. Click Save to save your changes.

Pass a static parameter using question properties

The following procedure describes how to pass a static parameter using question properties. This procedure assumes you have created a guide containing a question and a response with a Call URL node.

Procedure
  1. From the open guide, right-click the question you want to declare the static parameter for and select Edit. The Edit Question Properties window opens.

  2. Expand the Name-Value Pairs section and click Add.

  3. Type the name of the parameter in the Name field. If passing a parameter to an Oracle Service Cloud field, such as a field on the Ask a Question page, use the format table.fieldname. For example, to pass a parameter to the Products field, type incidents.prod. Custom fields are indicated in the format table.c$fieldname, such as incidents.c$priority.

  4. Type the parameter value you want to pass in the Value field. If passing a parameter to an Oracle Service Cloud field, be sure to use a value consistent with the field’s purpose and type. For example, to set a Yes/No field, use a response value of 1 for Yes and 0 for No. To pass a value to the Products field, you would type a number or number sequence corresponding to the product ID.

  5. Click OK to close the Edit Question Properties window.

  6. Right-click the Call URL node and select Edit. The Edit Call URL Properties window displays the URL, parameter pass method, and all name-value pairs that will be passed as parameters.

  7. Select a parameter pass method from the Parameter Pass Method field. Available options include Get and Post. The Post method must be used when passing parameters to set fields on a page, such as when setting the Product field on the Ask a Question page.

  8. Click OK.

  9. Click Save to save your changes.

Previewing guides

You can preview a guide to confirm that it appears and functions as you want it to.

The Preview button on the ribbon provides two options for previewing guides.

Agent Preview—This option opens the guide in a separate window and shows you the guide exactly as your agents will see it, including the slider bar you can expand to view the navigator.

Web Preview—This option opens the guide in a separate window and shows you the guide as your customers will see it.

Note: The Web Preview feature does not include the toolbar that is available on the Agent Preview feature. To configure display options for guides that are included in answers, refer to Answer details page: Overview.

Use Agent Preview

The following procedure describes the steps to preview guides using the Agent Preview option.

Procedure
  1. When viewing a guide, click Preview and select Agent Preview. A window opens, showing only the first question in the guide.

  2. To view the guide’s contents, respond to the first question just as you would if you were an agent using the guide. Additional questions, responses, answers, and text explanations display as you navigate the guide’s branches.

  3. To view the guide’s branches, select the Expand Navigator check box at the top of the window. A panel on the left side of the window displays the guide’s contents.

  4. To quickly view the content under a question or response, select the question or response on the left side of the window and click Navigate at the top of the window. The content of the question or response displays on the right.

  5. Click OK to close the window.

Use Web Preview

The following procedure describes the steps to preview guides using the Web Preview option.

Procedure
  1. When viewing a guide, click Preview on the ribbon and select Web Preview. A window opens, showing only the first question in the guide.

  2. To view the guide’s contents, respond to the first question just as you would if you were a customer using the guide. Additional questions, responses, answers, and text explanations display as you navigate the guide’s branches.

  3. Click OK to close the window.

Adding guided assistance to workspaces

Before your agents can use guides, you must add the Guided Assistance relationship item to a custom incident or chat workspace.

Once added, the Guided Assistance relationship item functions as a container for displaying guides to your staff on the agent desktop. Guides can be displayed manually, based on a guide search or selection performed by an agent. Refer to relationship item. They can also be loaded dynamically, based on a workspace or script rule. For example, you can design a workspace rule to display a guide automatically when the editor loads based on the incident’s category, or you can load a different guide when an agent selects a certain incident disposition. Refer to Using guided assistance in workspace and script rules.

Note: A separate Guided Assistance field can be added to answer workspaces and scripts. This field allows you to associate answers directly to guides for search-matching purposes. Refer to Associating answers to guides.

Guides can also be embedded in answers so customers can use them on the customer portal. Refer to customer portalknowledge basevisibilityinterfaceSLAscustomer portalknowledge baseincidentsknowledge basenavigation panenavigation listcontent panecustomer portalknowledge baseSLArelated answerscustomer portalOracle RightNow Virtual Assistant Cloud Servicemodel questionsworkspacecontrol and Answer details page: Overview.

Configuring guide searching

You can provide your agents with the ability to manually select and display guides on the Guided Assistance relationship item. When these options are enabled, agents can use a set of buttons at the top of the control to search for and select a guide appropriate for their needs.

Note: When providing the guide search feature to your agents, you must ensure that each guide is appropriately associated to one or more answers. Refer to Associating answers to guides.

Several design options are available for the guide searching feature. By default, the Guided Assistance Search report is used when performing searches, but you can select a different search report to use instead. Also, as an alternative to displaying the default Search for a Guide and Select a Guide buttons, you can display the guide search fields inline at the top of the control. You can also choose to hide the left navigation page if you want to restrict agents from jumping freely to different sections of the guide.

In addition, when the Guided Assistance relationship item is added to incident workspaces, Guided Assistance is automatically displayed on the ribbon. By default, this button provides both select and search options for locating guides. However, you can edit Guided Assistance to show or hide either option. Or, if you do not want Guided Assistance to display at all, you can remove it. Refer to workflow.

Edit guide searching options

The following procedure describes the steps to edit guide searching options.

Procedure
  1. From the Workspaces explorer, right-click the workspace containing the guide you want to edit and select Open.

  2. Select the Guided Assistance relationship item on the workspace and click the Design tab.

  3. Edit the Options button group properties described in the following table. Refer to Edit a field or control.

    Table Design Options for the Guided Assistance Relationship Item

    Option Description

    Search Report

    Click this button to select the report you want to use when searching for guides from a workspace. The report is displayed when you click the Search for a Guide button on the workspace’s guided assistance panel or you click the Guided Assistance button on the incident workspace’s ribbon and select Search. The report is also shown on the incident workspace’s guided assistance panel when the Show Search Inline option is enabled on the incident workspace.

    By default, the standard Guided Assistance Search report is used to search for guides. We recommend that you do not change the default report unless you require a custom report with different fields.

    Show Search Inline

    Selecting this option displays search fields on the workspace’s guided assistance panel you can use to search for a guide. The fields that are displayed come from the search report you select for finding guides.

    Selecting this option prevents the Search for a Guide and Select a Guide buttons from displaying on the workspace’s guided assistance panel, though these can still be accessed from the Guided Assistance button on the incident workspace’s ribbon.

    Show Search Button

    This option adds the Search for a Guide button on the workspace’s guided assistance panel. Clicking this button on a workspace opens the Search for a Guide window where you can enter search criteria to find the guide you want.

    If this check box is not selected on the workspace designer, the Search for a Guide window can still be opened from the Guided Assistance button on the incident workspace’s ribbon.

    Show Select Button

    This option adds the Select a Guide button to the workspace’s guided assistance panel. Clicking this button opens the Select a Guide window where you can select the guide you want from a list of available guides. Refer to relationship item.

    If this option is disabled, the Select a Guide window can still be opened from the Guided Assistance button on the incident workspace’s ribbon.

    Show Navigation

    This option adds the Expand Navigator check box and slider bar to the workspace’s guided assistance panel. Clicking this button on a workspace allows you to view all the branches in the guide simultaneously. Refer to Previewing guides.

Edit the Guided Assistance button

The following procedure describes the steps to edit the Guided Assistance button.

Procedure
  1. From the open incident workspace, click the Home tab and click Ribbon.

  2. Select Guided Assistance.

  3. Click Edit Button on the ribbon editor. The Guided Assistance Button Editor opens.

  4. Select the size and style options you want for the button.

  5. Click the Available Options drop-down menu and select the option you want to display on the button.

    1. Choose Select a Guide if you want only the Select option on the button. This option opens a window listing all the guides configured on your site that your agents can select from.

    2. Choose Search for a Guide if you want only the Search option on the button. This option opens the Search for a Guide window where agents can search for the guide they want using the content from answers associated with the guide.

    3. Choose Both Select and Search for a Guide to show both options on the button.

  6. To change the search report you want to display when the Search option is selected, click Select Search Report to open the Select Report window.

    Note: By default, the standard Guided Assistance Search report is used to search for guides. We recommend that you use this report unless you require different search options.
    1. Select the report you want agents to use to search for guides.

    2. Click OK to close the window.

  7. Click OK to save the changes to Guided Assistance.

Associating answers to guides

In order for your agents to search for guides effectively, you must understand how guide searching works and manage your content accordingly.

Because guide content (such as question text) is highly contextual and not wholly descriptive of a topic, it is not indexed for searching. However, answers associated with each guide are very relevant to searching, so the content of those answers is indexed. For this reason, when a search is performed, the results are based on the content of associated answers, not on the content of the guides themselves. For example, searching for the product Phones will return guides that are associated with answers set to that product.

Therefore, in order for a guide to be searchable, you must associate it to an answer. And so that it can be searched for intuitively, the answer’s content must be relevant to the topic addressed by the guide. There are two ways to associate an answer to a guide.

  • Associate the answer to a guide response—When editing the Guided Assistance relationship item on a workspace, you can select a response on the guide and use the Associated Answer button to associate an answer to it. This creates a natural association because, in this case, the answer is part of a solution path defined by the guide. Refer to text explanations.

  • Select a guide from the answer’s Guided Assistance field—Sometimes, a guide may not contain any responses that link to answers from the knowledge base. For example, a guide’s responses could be associated only with text explanations. In this case, to make the guide searchable, you must associate it with an answer using the Guided Assistance field in the answer editor. On the default answer workspace, the Guided Assistance field is located on the Details tab. (For custom workspaces, you can add the answers.guided assistance field from the Insert Field ribbon tab on the workspace editor.) For example, if the answer is associated with a guide named Service Plan Assistance, that guide will be returned in guide searches when the search criteria matches the answer’s contents.

You do not need to associate the answer with a guide if the answer is already associated with a response in the guide. For procedures detailing how to add fields, controls, and relationship items to workspaces, and how to create workspace rules, refer to Quick Access toolbar.

Tip: To help you identify guides that will be impacted by changes to guides or the removal of associated content, the Guide Dependency report lists answers and other guides that have been linked to by each guide. The Guide Dependency report can be accessed at Public Reports/Service/Guided Assistance. Refer to About Analytics Explorers.
Associate an answer with a guide

You must associate an answer with a guide in order for the guide to be searchable.

Procedure
  1. With the answer open, navigate to the tab or other location where the Guided Assistance field is displayed. In the default answer workspace, this field is located on the Details tab.

  2. Click Select Guide to the right of the field to open the Select a Guide window.

  3. Select the guide you want to associate the answer with.

  4. Click OK to close the Select a Guide window.

  5. Click Save on the ribbon to save the answer.

Using guided assistance in workspace and script rules

Guided assistance functions are available as triggers and actions when configuring rules for incident and chat workspaces. For example, you can design a rule on an incident workspace that will open a guide based on the incident’s product or category.

Although the Guided Assistance control is not available for scripts, incident scripts that share a workspace with a Guided Assistance control can also access these functions. For instance, in a workspace that contains both an incident script and Guided Assistance control, you can create a script rule that is triggered when the guide is completed. Refer to workspace rules.

You can select the Guided Assistance operations in supported rule types described in the following table.

Table Guided Assistance Functions in Workspace and Script Rules

Trigger/Action Description

The guide finished

Select this trigger to invoke a rule when a staff member completes a guide in the workspace.

Invoke a guide

Select this action to choose a specific guide to open. When this operation is selected, you choose the guide you want from the Add Action window’s Value field.

Prompt agent to select a guide

Select this action to display a list of guides to agents. Agents can then choose the guide they want to use.

Prompt agent to search for a guide using a report

Select this action to display a search window where agents can search for a specific guide.

By default, the standard Guided Assistance Search report is used. If you want to select a different report, click Select Search Report on the window’s Value field when this operation is selected.

Note: Guided assistance options are also available when configuring workflow connector events leading from incident elements. Refer to Add a connector event.

Exporting and importing guides

Once you create a guide, you can export it to a guide definition file and import it into other Oracle Service Cloud interfaces to create a new guide. This allows you to create a single guide for use in several interfaces.

You can also extract a subset of the guide’s questions and responses to either create a new guide or save to a guide definition file that you can then import into another site. This function also includes an option to replace the extracted branch with an embedded reference to the new guide, which can be useful for simplifying the configuration of a complex guide.

Export an entire guide

The following procedure describes the steps to export an entire guide.

Procedure
  1. On the Guided Assistance explorer, right-click the guide you want to export and select Open. The guide opens on the content pane.

  2. Click File and select Export Definition from the menu. The Save As window opens.

  3. Select the directory where you want to save the guide definition file and type the file name.

  4. Click Save to save the guide definition file.

Export part of a guide

The following procedure describes the steps to export a subset of a guide’s questions and responses.

Procedure
  1. On the Guided Assistance explorer, right-click the guide you want to extract from and select Open. The guide opens on the content pane.

  2. Right-click the question at the top of the section you want to extract and select Extract. The Extract Guide window opens. By default, the selected part of the guide will be saved in the Guided Assistance explorer as a new guide.

    1. Type a name for the new guide.

    2. To replace the selected part of the open guide with an embedded reference to the new guide, select the Replace check box.

  3. To export the selected section as a guide definition file, select the Export to File option.

    1. Click Browse and select the location where you want to save the file.

    2. Type a name for the new guide.

    3. Click Save.

  4. Click Extract. All responses, answers, and text explanations that are part of the extracted question’s branch will be included in the extracted guide.

Import a guide definition file

The following procedure describes the steps to import a guide from other Oracle Service Cloud interfaces.

Procedure
  1. From an open guide on the designer, click File and select Import Definition from the menu. A message appears indicating that the import process will overwrite the current open guide.

  2. Click Yes to allow the import to overwrite the current open guide.

    Note: Guide definition files include a hash value that is used when the file is imported to determine if the file has been modified externally. If the file has been modified, it will not be available for importing, and an error message notifies you that the file is invalid.

  3. Select the guide definition file containing the guide you want to import and click Open. The imported guide displays on the content pane.

  4. If the guide was exported from a different Oracle Service Cloud site, verify that the answers associated with question responses are correct and choose different answers if necessary.

  5. Click Save on the Quick Access toolbar to save the guide. The Save As window opens if you have not yet named the guide.

    1. Type a name for the guide.

    2. Click OK to save the guide.

Agent Scripts

Agent Scripts

Agent scripts in Oracle Service Cloud add powerful functionality to workspaces and workflows, leading staff members through a series of pages to help them enter information in a logical progression.

Script pages can contain most fields and controls available to workspaces, with the exception of relationship items. They can also include questions and branching logic, similar to guides, so you can create wizards to guide staff members to different pages based on the information entered or actions taken on a previous page. Combining branching logic with page layout capabilities, agent scripting provides your staff with a methodical, efficient interface for capturing information and resolving issues.

For example, you could create a script to help your agents identify new customers and prompt for contact information before entering incident information. The script could also include questions to determine what product the customer is calling about and branching logic to guide agents to a page containing troubleshooting information and database fields for capturing information pertinent to that product.

To further extend the efficiency provided by scripts, you can add script rules. Like workspace rules, script rules are triggered by events and conditions to perform actions on script pages, such as setting the value of a field or calling a named event.

Once you create a script, it can be inserted into one or more workspaces using the Script workspace control (see Add a script control to the design space) or presented as a standalone component of a desktop workflow using the Script workflow element (see working recordscript).

Table Best Practices for Agent Scripts


This figure shows an award cup representing Best Practices.

Many functions used to design scripts are also used to design workspaces. To understand how agent scripts can best be implemented in your agent desktop, you should also become familiar with workspaces, workspace rules, guides, and workflows. For a summary of these features, refer to records.

Assign scripts permission in profiles

Before you can create or access agent scripts, you first need to update your profile to include scripting permission. Staff members with scripting permission included in their profile can create, copy, and delete scripts from the Scripts explorer, as well as add them to workspaces and workflows.

Note: Scripting permission is not available on the Profiles editor unless agent scripting is enabled on your site. To enable agent scripting, contact your Oracle account manager.

Procedure

  1. Click Configuration on the navigation pane.

  2. Expand Staff Management, and then double-click Profiles. The report opens on the content pane.

  3. Right-click the profile you want to add scripts permission to and select Open. The Profiles editor opens.

  4. Click Permissions on the ribbon.

  5. Select the Scripting check box on the Administration tab.

  6. Click Save on the ribbon to save the changes to your profile.

    Note: Staff associated with the profile you have edited must log out of Oracle Service Cloud and log back in to apply the changes you have made.

Open the Scripts explorer

The Scripts explorer is used to access and manage all of the agent scripts on your site.

With this explorer, you can browse, search, and organize scripts in hierarchical folders on the content pane using functions similar to Windows Explorer.
Note: Oracle Service Cloud does not include a set of standard scripts because all scripts are designed with unique content to meet specific business needs.

Procedure

  1. Click Configuration on the navigation pane.

  2. Expand Application Appearance, and then double-click Scripts Explorer. The Scripts explorer opens.

    The explorer displays the tree structure on the left and lists scripts and custom folders on the right. Listed next to each script’s name is its script type, based on the type of record it is used to update. The script type determines which fields and controls can be added to the script. For example, the Incident script type provides access to controls and database fields that are related to incidents. Refer to Script types.

    You can create custom folders to help you organize the scripts you create by right-clicking the Scripts item in the Folders tree and selecting New Folder. Simply click a folder to display a list of the scripts it contains.
    Note: You can also add the Scripts explorer to any of your navigation lists if your profile allows. Refer to Download the Oracle Service Cloud client and log in.

Script types

Each agent script is associated with a script type, named for the type of record it updates, that determines which fields and controls can be added to the script.

Oracle Service Cloud provides the following standard script types.

  • Answer

  • Asset

  • Chat

  • Contact

  • Incident

  • Opportunity

  • Organization

  • Task

In addition, you can create scripts for custom objects that have Object is Available in Workspaces, Scripting, and Workflow field visibility. Refer to Custom Objects: Overview.

When you create a script, you need to select the type of script you want to ensure the appropriate fields are available for use in the script and that the script’s type matches the type of workspace you want to add the script to. For example, when creating a script to use on an incident workspace, you would select an incident script type, giving you access to controls and database fields that are related to incidents.

The script types available to you depend on the products that are enabled in your application. For instance, Oracle RightNow Opportunity Tracking Cloud Service must be enabled in order for the opportunity script type to be available, and Oracle RightNow Chat Cloud Service must be enabled for the chat script type to be available.

Note: If you plan to add your script to a workspace, the script type must match the workspace type. However, there are fewer script types than workspace types because scripts are not available for use in quote, quote product, or multi-edit workspaces. Refer to Standard workspaces.

Creating and editing scripts

Scripts are created on a script designer consisting of a design space, a ribbon, and a page selector.

You define a script by dragging and dropping fields and controls from the ribbon onto the design space and arranging them as you want them to appear on the script page.

The design space is the working area where you arrange fields and controls as you want them to appear on the script page. When you create a new script page, the design space consists of three areas—a header and a footer shared by all pages, and a main area for content specific to the page. You can add fields and controls to any of these areas.

Each area contains a table, hidden by default, that forms an underlying grid for aligning fields and controls. To aid you in laying out the script page, you can display outlines around items on the design space to help you identify the table cells they are in. Refer to Design space layout options.

Once a field or control has been added to a page, you can select it to adjust its properties on the designer ribbon. The script designer ribbon functions are organized by the tabs described in the following table.

Table Script Designer Ribbon

Tab Description

Home

Contains buttons for managing the entire script. You can preview the script, add pages and branches, configure the ribbon for scripts added to workflows, add notes, view the audit log, add an outline around the script, and show or hide the page selector. The tab’s Insert group also includes shortcuts to the controls you can add from the Insert Control tab.

Insert Field

Lists the fields you can add to the script. The type of script you select when creating a script determines the fields available. For example, you can add incident, asset, contact, and organization fields when creating an incident script. Refer to Adding fields to workspaces and scripts.

Insert Control

Lists controls and questions you can add to the script. Controls include spacers, tabs, title bars, and other items you can use to enhance the display or add functionality. Refer to Working with controls. Questions controls are used to configure script branching. Refer to Adding branches to scripts.

The values staff members enter in questions and their corresponding controls are available for use with the script’s rules and branches, but they are not saved to the record in the database.

Page

Contains buttons for adding, editing, deleting, and ordering pages and branches. This tab also includes buttons to display or hide the header and footer on pages. Refer to Adding branches to scripts and Place the header on script pages.

Rules

Using the buttons on this tab, you can create rules that alter the script according to the conditions you define. For example, you can create a rule to assign an incident to a specific staff member when the incident is submitted by a particular organization. Refer to workspace rules.

Design

This tab displays when you select an item added to a script and contains buttons you can use to edit the display of the selected item. For example, you can change fonts and margins for a field or set a field on the script to read-only if you want to display it only for informational purposes. The options available on the Design tab vary depending on the control or field selected on the script design space. For descriptions of all the options available on the Design tab, refer to Design property descriptions.

In addition to editing field and control properties on the designer ribbon, you can also right-click an item on the design space to access contextual menu options. The available options vary based on the item you right-click but generally include such actions as branching to a page, resetting tab indexes, or deleting the item.

Once a page is complete, you can use the page selector to add more branches and pages to your script (refer to Adding branches to scripts). The page selector displays a tree view of the pages and branches of the script, showing their relationship to one another. You can click a page or branch to view it on the design space or right-click to access a menu from which you can quickly add, edit, delete, or rename pages and branches. You can also use the arrow keys on your keyboard to navigate between pages, or delete a page by pressing Delete. Script pages that are inaccessible due to a removed branch or other reason are also indicated on the page selector.

Tip: To hide the page selector, click the Home tab, click Page Selector, and select Show Selector to toggle it on or off. You can also select Use Large Icons on Show Selector to toggle between using large and small icons on the page selector.

Create a script

You can create scripts from scratch by starting with a blank script. You can also copy an existing script or import a script from an exported script file to use as the basis for a new script. You can then adjust the design by adding and removing fields and controls, setting properties, and arranging the layout to suit your business needs.

The following procedure describes how to create scripts. To import a script from an exported script file, refer to Export a script.
Procedure
  1. From the Scripts explorer, click New on the ribbon. A window opens where you can select the type of script you want to create.

  2. In the Start With a Blank Script section, select a script type (refer to Script types). The script designer opens.

  3. Click Save on the Quick Access toolbar to save the script.

Copy a script

The following procedure describes how to copy a script.

Procedure
  1. From the Scripts explorer, right-click the script you want to copy and select Copy. The Copy Script As window opens.

  2. Select the folder to which you want to add the copied script.

  3. Type a name for the copied script in the Name field.

  4. Click OK. The script you added appears in the folder you selected.

Delete a script

The following procedure describes how to delete a script.

Procedure
  1. From the Scripts explorer, right-click the script you want to delete and select Delete. A Confirm Script Deletion message displays.

  2. Click Yes to delete the script.

    Note: If you delete a script that is used in a workspace, the workspace will still include the Script control. You will need to edit the workspace to remove the control or select a new script for the control. Refer to Add a script control to the design space.

Edit a script

Whether you are editing a blank script or an imported script, the features you use on the script designer are the same.

When creating a new script, the script designer opens with a page already added that contains a header, footer, and text control.

You use the options available on the ribbon’s tabs to remove or edit this default content, and add fields, controls, and other pages to the script. If your script is to be used in a workflow, you can also customize the script’s ribbon.

The fields and controls available for a script will vary depending on the type of script you are creating. For example, a contact script will provide access only to contact and organization fields.

The following procedure provides an overview of the steps needed to edit a blank incident script, though the same procedures can be used for other script types. Cross-references to more detailed editing procedures are provided in the appropriate step.

Procedure

  1. Click Configuration on the navigation pane.

  2. Expand Application Appearance, and then double-click Scripts Explorer. The Scripts explorer opens on the content pane.

  3. Right-click the script you want to edit and select Open. The script opens on the content pane.

  4. Drag the fields you want from the Insert Field tab onto the design space. Refer to Working with fields.

  5. Drag the controls and questions you want from the Insert Control tab onto the design space. Refer to Working with controls. You can also drag controls onto the design space using the icons on the Home tab’s Insert group.

  6. To modify the properties of a field or control, select the item, click the Design tab, and make the appropriate changes. Refer to Field and control properties.

  7. To add script rules that alter the display, content, or behavior of items on the page, click the Rules tab and then click Add Rule. Refer to Script rules.

  8. To add a new page to the script, select the existing page on the page selector that you want the new page placed after.

    1. Click the Home tab and click Add Page. The new page is added to the script and displayed on the page selector.

  9. To add a branch to the script, select the page you want to add the branch to on the page selector and create the branch by right-clicking a field or control or by using the Add Branch window. Refer to Adding branches to scripts.

  10. To reposition a page in the script, drag it to the position you want on the page selector.

    Tip: Once a page has been moved, logic used in the branches linking the page to other pages may no longer be valid. We recommend validating the script after moving pages to ensure the script’s pages can all be reached.
    When you move a page, the page and all pages that branch off it are moved to the location you specify. When reordering pages, you can move a page that branches off one page to branch off a different page, or remove branching from the page completely.

  11. To rename a page, select the page, click the Page tab, type the name you want in the ribbon’s Name field, and press Enter.

  12. To add or remove the header and footer from script pages, click the Page tab, click Header or Footer, and select the option you want. Refer to Placing headers and footers in scripts.

  13. To customize the ribbon for a script that is used in a workflow, click Ribbon on the Home tab. Refer to Customizing ribbons and Quick Access toolbars. Because ribbons are not displayed on scripts when they are added to workspaces, the Ribbon button is available for scripts only if workflows are enabled on the site. For information about enabling workflows, contact your Oracle account manager.

  14. To view a history of all actions taken on the script, such as when the script was created and edited and by whom, click Audit Log on the Home tab.

  15. To add notes about the script, click the Home tab and then click Notes to open the Script Notes window.

    1. Type any notes you want in the text field.

    2. Click OK. Notes added to your script are for internal use and only visible when editing the script. They do not appear when working with records.

  16. To see what your script will look like when it is used by staff members, click the Home tab and click Preview. You can choose to see the script as it will display when creating a record or when editing an existing record. Refer to Previewing scripts.

  17. To confirm that the script’s pages are all accessible from a branch or a navigation button, click the Home tab and click Validate. The Script Validation Results window will list any inaccessible pages.

    Click OK to close the window.

    Note: Validation is also performed automatically when you save a script. If errors are found, the Script Validation Results window will include a Cancel button, so you can correct the error before saving, and a Continue button you can click to save the script as it is. You can save and use a script that does not validate. However, until all errors are corrected, some pages or functions may be inaccessible to staff members when they use the script.

  18. Click Save on the Quick Access toolbar to save and close the script.

If you save changes to a script that staff members might be using at the moment, it is a good idea to have them log out and then log back in to be sure your changes have been applied.

Removing items from scripts

You can easily remove fields, controls, branches, rules, and entire pages from your script. However, it is important to be aware of the following considerations before you remove items.

  • If your script has only one page, you cannot remove it.

  • When you remove a table on a page, the fields and controls on the table are also removed.

  • When you remove a page, all fields and controls on the page are removed along with branches and rules created from the page.

  • When you remove a page with other pages branching off it, those pages are also removed.

  • When you remove an item used by a rule or branch, the rule or branch will likely be impacted, and you will need to edit or delete it.

  • When you remove a branch used to access a page, the page is not removed. However, this can result in an orphaned page if the deleted branch provided the only path to the page.

Note: Pages that cannot be accessed by a branch or navigation button are grayed out on the page selector. When you validate the script, these pages are listed in the validation message.

Remove an item from a script

You can easily remove fields, controls, branches, rules, and entire pages from your script. However, it is important to be aware of the following considerations before you remove items.

  • If your script has only one page, you cannot remove it.

  • When you remove a table on a page, the fields and controls on the table are also removed.

  • When you remove a page, all fields and controls on the page are removed along with branches and rules created from the page.

  • When you remove a page with other pages branching off it, those pages are also removed.

  • When you remove an item used by a rule or branch, the rule or branch will likely be impacted, and you will need to edit or delete it.

  • When you remove a branch used to access a page, the page is not removed. However, this can result in an orphaned page if the deleted branch provided the only path to the page.

Pages that cannot be accessed by a branch or navigation button are grayed out on the page selector. When you validate the script, these pages are listed in the validation message.

Procedure
  1. From your open script, do one of the following:

    • Select the item you want to remove on the design space.
    • Click the Design tab and select the item you want to remove from the drop-down menu on the Selected Object group.
    Tip: Selecting the item you want to remove from the drop-down menu helps to ensure that you select the correct item before you delete it. For example, you can be certain you select a specific field on a table rather than the entire table. Refer to Selecting fields and controls using the ribbon.
    1. Click Delete on the Design tab. The Delete Confirmation window opens, asking if you want to delete the item. If the item you are deleting is used in rules or branches, a warning will list the affected rules and branches.

    2. Click Yes to delete the item.

  2. To delete a page or branch, select the item on the page selector and click the Home tab.

    1. Click Delete. The Delete Confirmation window opens, asking if you want to delete the item.

    2. Click Yes to delete the item.

Place the header on script pages

Headers and footers can contain any of the fields or controls you can add to script pages. Unlike the content you add to other areas of a page, which is displayed only on that page, the content you add to the header and footer is shown on every page where the header and footer is displayed. For example, if you want to display contact information at the top of every page of the script, you could add the first name, last name, and phone numbers contact fields to the script header, and then display the header on all pages of the script.

By default, the header that is shown on the initial script page contains the progress label control, which shows staff members what page of the script they are on. The default footer contains the navigation panel control, which adds buttons staff members can use to move between script pages. Refer to Working with the navigation panel control.

The following procedure describes how to place the header on script pages. You use a similar procedure when placing the footer on script pages.

Procedure

  1. From your open script, click the Page tab.

  2. To show the header only on the selected page, click Header and select Show Header On This Page. The header is added to the page on the design space.

  3. To show the header on all pages in the script, click Header and select Show Header On All Pages.

  4. To remove the header, click Header and select Don’t Show Header On Any Pages. The header is removed from all pages in your script, along with any fields or controls you added to the header.

  5. To add content to the header or footer, click the ribbon’s Insert Field or Insert Control tab and drag the items you want to the design space.

Working with the navigation panel control

The navigation panel contains four buttons that let you navigate between pages in the script even if there are no branches to the pages. Some of the buttons can be used in the When condition in branches and script rules, so you can create your own functionality for these buttons.

Since these buttons are available in a single control, you can quickly add the buttons to any page you want. The page footer contains this control by default. The following buttons are included in the control.

  • Beginning—Click this button to return to the first page of the script.

  • Previous—Click this button to return to the previous page in the script.

  • Next—Click this button to proceed to the next page in the script. By default, this is the next page that is on the same tree level, shown on the page selector, as the current page. However, a branch can be created to load a different page when this button is clicked.

  • Exit/Finish—Click this button to trigger any rules or branches that include the Exit Script Event Fires or Finish Script Event Fires triggers. When you are on the last page of a script, Exit is renamed Finish. This button is not enabled unless a rule or branch is configured to use one of these conditions.

Adding branches to scripts

Scripts use branching logic for guiding agents to specific pages based on conditions you specify. For example, you could design a script to branch to a certain page if the Organization Name field is set to a specific value.

You can also create branches that are triggered when different responses are selected from question controls, such as the Radio Question or Menu Question controls, or from the Next, Exit, and Finish buttons on the navigation panel.

Branches can be created using different methods and simple or complex logic, depending on your needs. Once you create branches, you can easily edit, reorder, and delete them using the tools available on the ribbon.

You can create branches quickly by right-clicking fields and controls on the design space. You can also define more complex branches using the Add Branch window. The options on the window are similar to those used to add workspace or script rules.

Tip: While you can create branches from most of the controls and fields available for scripts, question controls are ideal for branching, allowing you to quickly branch to other pages using agents’ responses to the questions you add to the script.

Add a branch by right-clicking a field or control

When you want to take agents to another page in a script when they change a value in a field or a control, the easiest way to create the branch is to right-click the field or control and create the branch using options on the right-click menu.

Procedure
  1. From your open script, select the page you want to add the branch to on the page selector.

  2. Right-click the field or control on the design space that you want to branch from. A menu opens showing branching and other options. The branching options vary depending on the item you select. You can branch from question controls when a specific question choice is selected, and you can branch from fields and controls when their value changes or when actions are taken, such as when you click a button control.

  3. To create a branch from a question control, right-click the question control and select the question response you want to trigger the branch from.

    Note: This step is necessary only when creating a branch from a question control.

  4. Select the page you want the branch to go to. The page options vary slightly depending on the item you create the branch from and which page you are on when you create the branch.

    1. To branch to the next page on the same branch level as the current page, select the Go to Next Page option. This option is not displayed when creating a branch on the last page of a script.

    2. To branch to the previous page in the script, select the Go to Previous Page option. The previous page is the page staff members would visit before the current page when using the script. This option is not displayed when creating a branch on the first page of a script.

    3. To branch to an existing page, select the Go to Page (or Branch to Existing Page) option. A window opens where you can select the page you want to branch to.

    4. To branch to a new page, select the Go to New Branch Page (or Branch to New Page) option. A new page is created and displayed on the design space where you can add the fields and controls you want.

Add a branch using the Add Branch window

Using the Add Branch window, you can create complex branches that fire when different events occur or when multiple fields are changed. Creating branches using the window is similar to creating script or workspace rules and many of the procedures you use are identical, including those to select triggers and conditions.

This section provides an overview of creating a branch using the Add Branch window. For information about script rules, refer to workspace rules. For detailed procedures to create workspace rules, refer to Add a workspace rule.
Procedure
  1. From your open script, select the page you want to add the branch to on the page selector.

  2. Do one of the following:

    • Click the ribbon’s Page tab and then click Add Branch.
    • Right-click the page you want to add a branch to on the page selector.

  3. Select whether you want to branch to a new page or a page you have already placed on the script. The Add Branch window opens. Three buttons are displayed along the top of the Add Branch window—Triggers, Conditions, and Go to Page. You construct the branch by clicking each button and specifying the triggers that determine when the branch should be checked, what conditions must be met for the branch to take agents to a new page, and the page the branch will take agents to.

  4. Select one or more triggers that will cause the branch to fire. Specifying branch triggers is identical to specifying triggers for script and workspace rules and the triggers that are available for branches are the same as those available for script rules. As with script rules, there are four triggers that are unique to scripts beyond those also available as workflow triggers.

    • Page Loaded—Select this item to trigger the branch immediately after the page the branch is on is opened.

    • A Button is Clicked—Select this item to trigger the branch when Next on the page’s navigation panel is clicked to proceed to the script’s next page.

    • The Exit Script Event Fires—Select this item to trigger the branch when Exit on the page’s navigation panel is clicked to exit the page. The Exit button displays on the script page only if there is a branch or subsequent page allowing staff members to navigate to another page. For this reason, exit script events usually occur before the script has reached a branch’s final page.

    • The Finish Script Event Fires—Select this item to trigger the branch when Finish on the page’s navigation panel is clicked to leave the script. Finish displays only if there is no branch or subsequent page to navigate to from the script page. For this reason, finish script events usually occur after the script has reached a branch’s final page.For descriptions of the other triggers and how to add them to your branch, refer to Selecting rule triggers.

    When multiple triggers are specified, the branch’s conditions will be checked if any of the triggers’ actions occur. For example, the branch could be triggered when the value in a field on the script is changed or when a button on the script is clicked.

  5. Click Conditions to add conditions that must be met to trigger the branch. The conditions available for script branches are identical to those available for workspace and script rules. Refer to Selecting rule conditions.

  6. Click Go to Page to select the page you want the script to display immediately after the branch is triggered and all conditions are met. This step is not necessary if you chose to create a branch to a new page in step 3 since the branch will be automatically configured to go to the new page. However, you can select a different target page if you want.

    1. Select the appropriate option to define where the branch should go when the branch conditions you specify are met. You can select Go to Beginning of Script (the first page of the script), Go to Next Page, Go to Previous Page, or Go to a Certain Page.

    2. If you select Go to a Certain Page, this option is added to the branch description. Click the underlined text in the branch description to open a window where you can select the page you want.

    3. Select the page you want to branch to.

    4. Click OK to close the window.

  7. Click Finish to save the branch.

  8. Repeat these steps to add other branches from the page.

    Tip: Branches are fired in the order in which they are listed. This can impact how the branches affect the script.

Modify branches

Once you add branches, you can easily edit, reorder, and delete them from the ribbon’s Page tab. It is important to update existing branches when you make changes to your script to ensure the branches work as you expect. For example, when you add a new branch to a page, you need to make sure that other branches on the page do not have similar conditions. If they do, you can edit or delete the other branches, or reorder the branches so the branch you want to trigger will be checked first.

This section describes how to edit, delete, and reorder script rules using the tools available on the Page tab.

Procedure

  1. From your open script, select the page the branch is on from the page selector and click the Page tab. The branches list, located on the ribbon’s Branching group, displays all the branches created on the page.

  2. In the branches list, select the branch you want to modify.

  3. To edit the branch, click Edit Branch. The Edit Branch window opens. Refer to Adding branches.

  4. To change the order of the branch, click the up or down arrow to move the branch where you want it.

    Note: Just like script and workspace rules, branches are fired in the sequence in which they are listed. This can impact how the branches on a page affect the script.

  5. To delete the branch, click Delete Branch.

Script rules

Just as you can create workspace rules to automatically perform actions on workspaces, you can create script rules to trigger actions on script pages when the conditions you specify are met. For example, you can create a rule that automatically sets the value of a field on a script page when a button on the page is clicked or when the page is opened.

Note: Whereas workspace rules apply to the entire workspace, script rules impact only the script pages the rules are created on.

Once you create script rules, they can be modified if you need to change their triggers, conditions, or actions. You can also reorder the rules on your page to ensure they fire in the order you want. If you no longer need a rule, you can also quickly delete it. Refer to Modify script rules.

Generally, script rules impact only the items on the script page you add the rules to. However, using named events, you can use script rules in conjunction with workspace rules to trigger an action on a workspace when conditions on the script are met. For example, a workspace rule that sets the incident workspace’s Status field to Solved can be triggered when a staff member clicks a button on a script page. Refer to Using events in workspace and script rules.

Create a script rule

Just as with workspace rules, you create script rules from the Add Rule window, which is opened from the script editor’s Rules tab. You specify the rule’s triggers, conditions, actions, and properties just as you would when creating a workspace rule. However, there are a few triggers and actions that are unique to script rules.

Note: Creating script rules is similar to creating script branches, though branches take agents to script pages whereas rules trigger actions you specify in the rule.

This section provides an overview of the process to create a script rule and describes the triggers and actions that are unique to scripts. For detailed procedures to create script and workspace rules, refer to Add a workspace rule.

Procedure
  1. From your open script, select the page you want to place the rule on from the page selector.

  2. Click the Rules tab and click Add Rule. The Add Rule window opens. Five buttons are displayed along the top of the window—Triggers, Conditions, Then Actions, Else Actions, and Properties. You construct the rule by clicking each button and adding different items to the rule description.

  3. Select one or more triggers that will cause the rule to fire. There are four triggers that are unique to scripts beyond those available as workspace rule triggers.

    • Page Loaded—Select this item to trigger the rule immediately after the page the rule is on is opened.

    • A Button is Clicked—Select this item to trigger the rule when Next on the page’s navigation panel is clicked to proceed to the script’s next page.

    • The Exit Script Event Fires—Select this item to trigger the rule when Exit on the page’s navigation panel is clicked to exit the page. Exit displays on the script page only if there is a branch or subsequent page allowing staff members to navigate to another page. For this reason, exit script events usually occur before the script has reached a branch’s final page.

    • The Finish Script Event Fires—Select this item to trigger the rule when the Finish button on the page’s navigation panel is clicked to leave the script. Finish displays only if there is no branch or subsequent page to navigate to from the script page. For this reason, finish script events usually occur after the script has reached a branch’s final page.

    For descriptions of the other triggers and how to add them to your rule, refer to Selecting rule triggers.

  4. Click Conditions to add conditions that must be met for the rule to fire and perform the actions you specify. The conditions available for script rules are identical to those available for workspace rules. Refer to Selecting rule conditions.

  5. Click Then Actions to define the actions that should occur immediately after the triggering event if the conditions are met. There are two actions that are unique to script rules.

    • Fire Exit Script Event—Select this action to fire a subsequent rule that uses the Exit Script Fires condition. Using this option, you can add your own Exit button to a script page to trigger the same rule fired by Exit on the navigation panel control.

    • Fire Finish Script Event—Select this action to fire a subsequent rule that uses the Finish Script Fires condition. Using this option, you can add your own Finish button to a script page to trigger the same rule fired by Finish on the navigation panel control. Refer to Using events in workspace and script rules. For descriptions of the other rule actions and how to add them to your rule, refer to Adding and editing actions.

  6. Click Else Actions to define the actions that should occur if the conditions are not met. The Fire Exit Script Event and Fire Finish Script Event actions described in step 5 are also available to use as Else actions in script rules. Refer to Adding and editing actions.

  7. Click Properties and type the name of the rule in the Rule Name field.

  8. Type any notes you want to add to the rule in the Notes field.

  9. To deactivate the rule, clear the Active check box.

  10. Click Finish to save the rule.

Modify script rules

Once you add script rules, you can easily edit them, reorder them, or delete them once they are no longer needed.

This section describes how to edit, delete, and reorder script rules using the tools available on the Rules tab.
Note: Rules are fired in the sequence in which they are listed. Adjusting them can impact how other rules affect the script. For example, if multiple rules set different values for the same field, the field will be set to the value assigned by the last rule in the sequence.
Procedure
  1. From your open script, select the page the rule is on from the page selector and click the Rules tab. The rule list displays all rules created on the page.

    1. To view only rules that are triggered by or that impact a specific item on the page, such as a field or control, select the item, click Filter List on the Rules tab, and select Rules Triggered by Selected Object or Rules that Reference Selected Object. The rule list will be updated to display only rules that are related to the selected item.

  2. In the rule list, select the rule you want to modify.

  3. To edit the rule, click Edit Rule. The Edit Rule window opens. Refer to Script rules.

  4. To change the order of the rule, click the up or down arrow to move the rule where you want it.

    Note: Deleting a rule is permanent and cannot be undone. To ensure that a rule is not needed before deleting it, you can disable it instead. To disable a rule, edit the rule, click Properties on the Edit Rule window, clear the Active check box, and click Finish to save the change.

  5. To delete the rule, click Delete Rule.

Using events in workspace and script rules

Script rules, workspace rules, and workflow connectors can be triggered by actions taken by staff members, such as changing a field value or saving a record. However, they can also be triggered by other rules using rule-defined events. Events are defined by adding event fire actions, which vary by event type.

  • Named Event—Named events are defined by adding the Fire a Named Event action to a script rule or workspace rule and specifying a name for the event.

  • Exit Script Event—Exit script events are defined by adding the Fire Exit Script Event action to a script rule. (Exit script events are also fired automatically when a staff member clicks Exit in a script.)

  • Finish Script Event—Finish script events are defined by adding the Fire Finish Script Event action to a script rule. (Finish script events are also fired automatically when a staff member clicks Finish in a script.)

Note: Although exit script events and finish script events perform similar roles, they are intended to serve slightly different purposes. Exit script events usually occur before the script has reached a branch’s final page, while finish script events usually occur after the script has reached a branch’s final page. In this way, you can distinguish between an early exit from the script and a case where the script was followed to completion.

Once defined as a rule action, an event can be used to trigger other rules. Any workspace rule or script rule configured for the workspace that uses the event as a trigger is run immediately after the event is fired—conditions are evaluated and, if they are matched, the rule actions are run. Events can also be used to trigger any workflow connector that is connecting from the workspace.

Exit and finish script events can be fired only in script rules. However, named events can be fired in either script or workspace rules. Therefore, while you can use a named event, exit script event, or finish script event to trigger a workspace rule from a script rule, only a named event can be used to trigger a script rule directly from a workspace rule. (A workspace rule could take other non-event actions that result in a script rule being fired indirectly.)

Fire a named event in a rule

Whether you are firing a named event in a script rule or a workspace rule, the process for using it is the same.

The following procedure explains how to fire a named event in a rule.
Procedure
  1. From your open script, create a new rule and specify the triggers and conditions that should run the rule. Refer to Adding workspace rules.

  2. Click the Then Actions tab and click Add next to the Fire a Named Event action.

  3. Click the underlined named event text in the window’s Rule Description area.

  4. Type a name for the named event that will fire when the rule runs.

    Tip: The name you specify has no restrictions on the characters you can use and is not case sensitive. However, we suggest entering a simple name since you will need to enter it again when adding the event as a rule trigger.

  5. Click OK to save the name.

  6. Click Finish on the Add Rule window to save the rule.

Trigger a rule when a named event is fired

The following procedure explains how to use an event as a trigger for another rule. The process for using an exit script event or finish script event is similar.

Procedure
  1. From your open script, create the rule that you want the named event to trigger and specify conditions and actions for the rule. Refer to Add a workspace rule.

  2. Click Add next to A Named Event Fires.

  3. Click the trigger’s underlined named event text in the window’s Rule Description area to open a window where you can enter the name of the named event that you want to trigger the rule.

  4. Click OK to close the window.

  5. Specify any remaining triggers, conditions, and actions you want to use in the rule. Refer to workspace rules.

  6. Click Finish on the Add Rule window to save the rule.

Preview a script

When you are editing a script, it can be helpful to see what it will look like when staff members use a workspace that includes the script. The preview feature lets you see the script as it will appear on a workspace, so you can modify it if necessary. When previewing a script, you can navigate between pages using the script’s navigation buttons and branches you create to verify they function as expected.

Note: When you preview a script, it will display as it would to any staff member who has the same set of profile permissions you have. To view the script as it will appear to a specific staff member with different permissions, you must log in using a staff account with the same profile as the staff member.

Procedure

  1. From your open script, click the Home tab.

  2. To view the script as it will appear to staff members when creating new records using a workspace with this script, click Preview and select New Record. A preview of the new record opens.

  3. To view the script as it will appear when editing an existing record on a workspace, click Preview and select Opening a Record.

    1. Type the record ID number.

    2. Click OK. A preview of the record opens with the script’s fields populated with values from the record you specified.

  4. Click X on the window or press Esc to close the preview window.

Export a script

Scripts can be exported as XML files and stored on your workstation or network and then imported to other interfaces. This is helpful if you have a script on one interface and want to quickly create a duplicate or similar script on a different interface.

The exported script XML file includes all of the script’s elements, including fields, controls, branches, rules, and the script’s layout.

Procedure

  1. From the Scripts explorer, right-click the script you want to export and select Open. The script opens.

  2. Click File and select Export Script. The Save As window opens.

  3. Select the directory where you want to save the script definition file and type the file name.

  4. Click Save to save the script definition file.

    Note: When a script is exported to a script definition file, the file includes a hash value that is used when the file is imported to determine if the file has been modified externally. If the file has been modified, it will not be available for importing, and an error message will notify you that the file is invalid.

Import a script

An imported script becomes its own unique copy and can be modified without impacting the original.

When you are ready to import the script, the script import wizard guides you through the import process.

Procedure

  1. From the Scripts explorer, click New on the ribbon. The New Script window opens.

  2. Click Import Script from an Exported Script File to open the Import Script wizard.

  3. Click Next. The next window asks you for the name of the script definition file you want to import.

  4. Do one of the following :

    • Type the full path of the script definition file.
    • Click Browse to find the script definition file on your workstation and click Open.

  5. Click Next to select the script type.

  6. Click the Map To Type drop-down menu and select a record type to map the workspace to. By default, the imported script is mapped to the same script type as the original script.

    Note: If items from the script you are importing are not used in the script type you are converting it to, the next window lists these items and informs you that they will be replaced by spacers, field placeholders, or removed from the imported script. Since most database fields and script controls are not shared by script types, the majority of fields and controls will generally not be included in the new script when you convert the type. However, this option is helpful if you want to import the general layout from a script with a different type.

  7. Click Next.

  8. Click Finish. The script designer opens with the imported script.

  9. Edit the script to remove or replace fields that are not available and then save the script. Refer to Editing agent scripts. When you save a script, reports that are used in the script’s report controls are checked to ensure they exist on the site. If a report does not exist, a message is placed in the control stating the report is no longer available. You can save a script that has invalid reports, but you will need to select new reports for the controls before they can be used in the workspace.

Workspace and Script Elements

Workspace and Script Elements

To provide you with a consistent, intuitive design environment, Oracle Service Cloud workspace and agent script editors share a common set of design elements for constructing agent desktops for your staff members.

In many instances, the design space, fields, controls, and rules available for creating workspaces function the same when creating scripts. First, you add fields and controls to the design space, and then adjust each item’s property so that it displays and behaves as desired. You can also customize the buttons that appear on the ribbon and the Quick Access toolbar for workspaces and for scripts that are used in workflows. Because the design tools are similar for workspaces and scripts, the experience you gain in creating workspaces can help you better understand and create scripts, and vice versa.

Table Best Practices for Workspace and Script Elements


This figure shows an award cup representing best practices.

To understand how workspaces and scripts can best be implemented in your agent desktop, you should also become familiar with other desktop components such as guides and workflows. For a summary of agent desktop features, refer to records.

Design space layout options

The design space is the working area where you arrange fields and controls as you want them to appear on your workspace or script.

On most new workspace layouts, the design space contains a summary panel and a tab set control, while script layouts feature a content area with header and footer sections. Each of these design areas contains a table, hidden by default, that forms an underlying grid for aligning fields and controls.

Initially, these tables contain a single row and column, and the first item added to them fills the height and width of a single cell. As you add other elements, additional rows and columns are automatically added with new cells holding each added field and control. Moving or removing an item from a cell will cause the other cells to adjust automatically to fill the space left by the removed item.

Tip: Although there is no limit to the number of rows and columns allowed, you should avoid using large numbers of them so that the layout is easier to use. Also, when adding items to a workspace, try to keep fields and controls roughly the same height on the same row, since the height of the row is determined by the tallest element. For example, a date field is generally displayed with only one line of information, whereas a notes field with a text box is taller.

When adding and arranging items on the design space, it can be helpful to show the table outlines to help you identify the layout’s structure.

Display or hide design space table outlines

Use the following procedure to display or the hide design space table outlines on your workspace or script.

Procedure
  1. From an open workspace or script, click the Home tab on the ribbon.

  2. Click Show Outline to display the outline.

  3. Click Show Outline again to hide the outline. When Show Outline is highlighted, the table outline is displayed.

Change the number of table rows and columns used by a field or control

In some cases you may want a field or control to span more than one table cell. For example, if you add an incident subject line to a workspace with three columns in the table, the subject line will be only one column wide, too narrow to display much information. By spanning the field over multiple columns, you can expand the field to display the full content of the subject line. You can also span an item over multiple rows if you want it to expand vertically.

Note: In order to span an item over multiple columns or rows, there must be empty table cells adjacent to the cell containing the item you are expanding.
Procedure
  1. From an open workspace or script, click the field or control that you want to edit on the design space.

  2. Click the Design tab.

  3. Click Table Cell. The number of rows and columns the selected field’s cell currently occupies is shown when selecting row and column span options.

  4. To span the field or control over an additional table row, click Increase Row Span.

  5. To span the field or control over one less table row, click Decrease Row Span.

  6. To span the field or control over an additional table column, click Increase Column Span.

  7. To span the field or control over one less table column, click Decrease Column Span.

  8. Click Save on the Quick Access toolbar to save the workspace.

Working with fields

A field holds a piece of information that is stored in the knowledge base. For example, a contact record includes fields for name, email, address, and phone number.

To add a field to a workspace or script, just drag it from the ribbon and place it on the design space. You can also promote staff efficiency by defining a shortcut key in the field label that can be used to focus the field.

For information about a field on the ribbon, you can hover over it for a description. Fields are listed in alphabetical order. Different icons are displayed next to each field showing the field type, which impacts how the field will be shown. In addition, required, linkable, and customer-entered fields have unique properties when using them on workspaces and scripts.

Tip: Information about each field can also be found in the Data Dictionary located in Configuration/Database.

Field types

The fields you can add to your workspace or script are shown on the Insert Field tab, and are associated with icons to indicate the type of input they accept. For example, fields that accept phone numbers are displayed with a phone icon.

You can hover over a field’s icon to see a description of the field and the field name as it appears on the API, regardless of any changes that might have been made to the field’s message base label. The following table shows each icon and the type of field input it represents.

Table Field Type Icons

Icon Field Type

Field icon that includes drop-down menu options.

Field with drop-down menu options


Field with search capability icon. Represented as a magnifying glass.

Field with search capability


SmartSense icon, represented bya red-to-blue slider with yellow position indicator. Described in text.

SmartSense meter for rating emotional context of messages


Field icon represented by a calendar. Described in text.

Field with calendar for selecting date and time


Text box field icon represented by the letters “abc”.

Text box field


Integer field icon represented by the numbers “123”.

Integer field


SLA selection field icon.

SLA selection field


Address field icon, represented by a globe with gnifying-glass overlay.

Address field


Email address field icon represented by an envelope.

Email address field


Phone number field icon represented by a telephone handset.

Phone number field


Currency field icon represented by coins.

Currency field


Quote document selection field icon.

Quote document selection field


Contact lists icon.

Contact lists field

Required fields

Oracle Service Cloud requires that certain fields always be populated when using workspaces or scripts to update certain record types. For instance, all incidents must have a contact, so the contact field is always required when it is added to incident workspaces and scripts. Likewise, opportunities must always have a contact or organization, so you must add a contact field or an organization field, if not both, to all opportunity workspaces and scripts.

In some cases, fields are required only if a record is associated with another record. For example, when using a contact workspace, if a contact is associated with an organization, the Organization Name field is required. If the contact is not associated with an organization, the field is not required.

You can save a workspace or script that does not include fields required for its type, but you must include them if the workspace or script will be used to create new records. When you place one of these required fields, you cannot edit the field’s Required property since these fields are always required.

Tip: Labels for required fields appear in red text with an asterisk. Fields that are not always required can be set to required by changing their Required properties or by using workspace rules.

Most fields are required by default when placed on a script page, with the exception of chat scripts. However, in many cases, you can change the field’s Required property to be not required once you place it on the script.

Refer to Setting hidden, required, and read-only properties and Workspace rules.

The following table lists fields that are always required when added to each type of workspace. Fields required for each script type are the same as those required for the corresponding workspace type.

Table Required Fields for Workspace Types

Workspace Type Required Fields

Answer and Answer Multi Edit

Display Position, Language, Status, and Summary

Asset and Asset Multi Edit

Name, Product, and Date Purchased

Contact and Contact Multi Edit

Disabled Flag and State

Incident and Incident Multi Edit

Contact, Interface, State, and Status

Opportunity and Opportunity Multi Edit

Interface, Manager Commit, Rep Commit, and

Status

Organization and Organization Multi Edit

Organization Name and State

Quote

Name, Forecast, and % Discount

Quote Product

Discount and Quantity

Task

Name and Status

Task Multi Edit

Status

Custom fields

The availability and behavior of custom fields in the knowledge base is affected by the following visibility settings.

  • Admin Display—When selected, the custom field is available in the list of fields that can be added to the design space.

  • Admin Edit—When selected, the custom field will be set to Read Only by default when it is added to the design space. Once the custom field has been added to the design space, this setting has no effect.

  • Chat Display—When this option and the Admin Display check box are both selected, the custom field is available in the list of fields that can be added to chat workspaces.

  • Required on Accessibility Interface—When selected, the custom field will be set to Required by default when it is added to the design space. Once the custom field has been added to the design space, this setting has no effect.

Note: If an additional instance of a field is placed on the design space, it will automatically be set to the same Required setting as the first instance. It is not possible to set the same field to both required and non-required in the same workspace.

When a workspace or script is used by staff members, all behavior related to visibility, read-only, and required attributes is determined by the properties defined for each field. Refer to Setting hidden, required, and read-only properties.

Customer-entered fields

The following fields can be added to the Account Settings page on the customer portal so customers can personalize their knowledge base search results. These fields have a default read-only property when added to a workspace or script, and are not available on contact multi-edit workspaces.

  • Lines Per Page—The number of items to list per page when the customer is searching on the Answers page.

  • Search Text—The default search text to use for searching on the Answers page.

  • Search Type—The default search method.

Linkable field types

When you add the following fields to a workspace or script, staff members can click the action link associated with the field to access special functionality.

  • Email field—This field includes a click-to-email link that opens the staff member’s email client with a blank message to the selected address. This behavior can be disabled by selecting the Disable Email Icon setting on the Design tab.

  • URL field—A custom text field set to URL usage includes a link to open a URL in a web browser.

Adding fields to workspaces and scripts

The design space is structured by a table, even if you have not enabled the display of its rows and columns by clicking the Show Outline button.

How the table changes when you add fields to a workspace or script depends on several factors: where you add them, whether other fields already exist in the column or row, and whether the column or row contains controls. You can add fields above or below another field or control, or you can add them to the right or left. For example, the following figure demonstrates how the Assigned field is selected and placed in a new row below Reference # and Contact ID on the workspace. When you select the field and hover over the workspace, a horizontal indicator shows where the field will be placed.

The following examples have the table outline displayed for clarity. To display the outline for a workspace or script, click Show Outline on the ribbon’s Home tab.


This figure is described in the surrounding text.

Simply click to add the field in that position.


This figure is described in the surrounding text.

To add a field to the right or left of another field or control, click the field on the ribbon and hover over either side of a field on the design space. When the vertical indicator appears, click to add the field to the table.


This figure is described in the surrounding text.

This action adds the field to a new column in the table, as shown in the following figure.


This figure is described in the surrounding text.

As columns are added, the original columns are evenly redistributed to make room. For example, when you add a field to the right side of a two-column table, the original columns narrow to span the left two-thirds of the workspace and the new column fills the remaining third.


This figure is described in the surrounding text.

When a table contains open cells, as it does in the previous figure, you can drag a field directly into one of the cells. When the field is positioned over a cell, the cell will become highlighted to show you where the field will be placed. Like the indicators, this highlight appears whether or not you have clicked Show Outline.

Tip: You can also add a column or row to the table by right-clicking any empty cell and selecting Add Column or Add Row.

Add a field to a workspace or script

The following procedure describes how to add a field to a workspace or script.

Procedure
  1. From an open workspace or script, click the Insert Field tab on the ribbon.

  2. Click Object Type Selector on the ribbon.

    Note: The fields available depend on the type of workspace or script you are adding them to. Refer to Standard workspaces or Script types.

    Custom fields can be added to the design space only if their Admin Edit visibility setting is selected. Refer to Setting custom field visibility.

  3. Click the type of field you want to add to the workspace. The ribbon is updated to display the fields for the record type you select.

  4. To view fields that do not fit on the ribbon, click the up and down arrows on the scroll bar on the right of the ribbon.

  5. To view all the fields available for the workspace type you are editing, click Expand Fields below the scroll bar.

  6. Click the field you want to add.

  7. To add the field to an open cell in the design space table, hover over the cell and then click when it becomes highlighted.

  8. To insert the field between fields or controls already added to the design space, hover the mouse between the fields or controls and then click when the line indicator appears.

  9. To set a shortcut key for the field, click Text on the Design tab, enter a label for the field, and type an ampersand (&) in front of the character you want to be the shortcut key. For example, to allow staff members to move the focus to a field with the label “Details” by pressing Alt+t, type De&tails.

    Tip: You can also click the label on the design space to edit the label value without clicking Text.

  10. To edit other field properties, refer to Editing design item properties.

Move a field on the design space

You can easily rearrange the fields on the design space by moving them from one location to another.

Procedure

  1. From the open workspace or script, click the field you want to move, keeping the left mouse button depressed.

  2. Drag the field to its new location on the design space.

  3. Release the mouse button to position the field in the new location.

Remove a field from the design space

You can also quickly remove any fields that you no longer need.

Just as rows and columns can be added to a table when you add fields to the design space, the table’s rows and columns will be deleted when you move or delete the only remaining field in the row or column.

Procedure

  1. From the open workspace or script, do one of the following:

    • Right-click the field and select Delete. The Delete Confirmation window opens.
    • Select the field, click the Design tab, and then click Delete.
    Caution: The Delete Confirmation window displays a warning if the field you are deleting is used in a rule. If the rule checks or changes the value of the field you want to remove, the window will display a warning, but the rule will remain active once the field is removed. However, if the rule affects the required, visibility, or read-only properties of the field you want to remove, you will receive a warning and the rule will be disabled once the field is removed. Refer to Overview of workspace rules.

  2. Click Yes to confirm the deletion.

Working with controls

In addition to fields, you can enhance your workspace or script by adding controls.

Controls are used to place features, such as buttons, text labels, reports, tables, and tab sets, onto the design space. Depending on the control, you can modify its properties to change its appearance or add functionality. For example, you can add a title bar control to a design space and then edit the title text, font, size, and color. Most controls can be added to every type of workspace and script as many times as you want.

Controls are added to workspaces from the workspace designer’s Insert Control tab. If your site is configured to use custom add-in components, they will also be displayed on this tab. (Your profile determines the custom add-ins you can access.) Custom add-ins can be added, moved, and deleted from workspaces in the same way as you would add, move, and deleted controls and relationship items. For information about custom add-ins, contact your Oracle account manager.

While some controls are used to increase general usefulness, others are required to edit certain information. For example, you have the option to add a workspace title with the Title Bar control, but you can use a workspace without a title bar just as easily. Alternately, it is necessary to add the Rich Text Incident Thread relationship item to a workspace to let staff members view or add incident threads. Refer to Relationship items.

Tip: You can easily identify a control that has been placed on a workspace by double-clicking the control. The control’s name will appear in the drop-down menu on the Design tab’s Selected Object button group.

The following table describes each workspace and script control.

Table Workspace and Script Controls

Control Description

Answer Display

Displays an answer on a workspace or script. To select the answer you want, click Answer ID on the Design tab and type the answer ID number.

Browser

Adds a browser window to a workspace or script. Click URL on the Design tab to type a URL for the browser. You can also set a URL for the browser from a workspace rule or script rule. Refer to Working with browser controls.

Button

Inserts a button control on a workspace or script. Workspace rules and script rules can be created to trigger an action when the button is clicked. For example, you can create a button that displays a hidden field when staff members click the button. Refer to Working with button and image controls.

Hyperlink

Places a hyperlink on the workspace or script. Click URL on the Design tab to type a URL for the link.

Image

Adds an image to your workspace or script to display a logo, a diagram, or other type of image. Properties for this control let you choose the image you want and specify how the image should be displayed. You can create workspace rules and script rules that trigger actions when images are clicked. Refer to Working with button and image controls.

List Box

Adds a list containing entries you specify that can be selected by the agent. You can create workspace rules and script rules that are triggered when one or more list items are selected. Refer to Working with list box, menu, option, and text box controls.

Menu

Adds a drop-down menu containing entries you specify that can be selected by the agent. You can create workspace rules and script rules that are triggered when a menu item is selected. Refer to Working with list box, menu, option, and text box controls.

Navigation Panel

Adds a script navigation panel that allows agents to access the beginning page, previous page, next page, or exit the script. Selection can be presented as buttons or links. By default, this control appears in button style in the script footer. You can create workspace rules and script rules that are triggered when Exit is clicked. Refer to Selecting rule triggers.

This control is available to scripts only.

Oracle Business Intelligence Report

Inserts a read-only Oracle Business Intelligence Report. The report path you enter must match the path used in OBIEE (Oracle Business Intelligence Enterprise Edition). Refer to Answer ID 4755 on our customer support site.

Panel

Groups fields and controls and provides the ability to scroll within subsections of a workspace or script. You can nest a panel within a table and then add multiple fields to the panel. A scroll bar lets staff members view all fields on the panel. Refer to Working with panel controls.

Policy Automation

The Policy Automation control can be added to workspaces when Oracle Policy Automation is enabled on your site, providing access to policy administration tools for determining eligibility and tracking compliance for programs and services. For information about Oracle Policy Automation, refer to Integrating with Oracle Applications.

To enable Oracle Policy Automation with Oracle Service Cloud, contact your Oracle account manager.

Progress Label

Adds a simple progress indicator that displays the current page number and total number of pages in the script. By default, this control appears in the script header.

This control is available to scripts only.

Radio Buttons

Adds options (radio buttons) to a workspace or script. You can create workspace rules and script rules that are triggered when an option is selected. Refer to Working with list box, menu, option, and text box controls.

Report

Places a report container on a workspace or script. Click the Report property and select the report you want to display on the workspace. Refer to Using reports in standard workspaces.

Script

Adds agent scripts to a workspace. When you add this control, the Select a Script window opens where you can select the script you want to add. You can also select a different script by selecting the script control and clicking the Script button on the Design tab. Refer to Add a script control to the design space.

This control is available to workspaces only.

Spacer

Adds white space, fills gaps within a workspace or script, or holds a place for a field you want to insert later. When added to the design space, spacers have a light gray background to let you know where they are. However, when the workspace or script is viewed by an agent, the spacers are not visible because they are the same color as the background. You can move or delete a spacer just as you can move and delete other fields and controls.

Survey by Proxy

Adds a survey to a workspace or script that can be filled out by an agent on behalf of a customer. When this control is added, you choose the survey you want by clicking Survey on Design tab. If you select a survey that allows anonymous responses, you can select the Anonymous check box on the Design tab to permit survey responses to be entered when a valid contact is not associated with the record being viewed. The Survey by Proxy control is available when creating incident, opportunity, and contact workspaces and scripts. Refer to Feedback Surveys: Overview.

This control is available only when Oracle RightNow Feedback Cloud Service is enabled. Polling surveys are not supported by this control.

Tab Set

Adds a tab set to a workspace or script. Tabs can be added and renamed as desired, and multiple tab sets can be placed or nested on the design space. Refer to Add tabs to the design space.

Table

Adds a table to a workspace or script. Tables form a grid for aligning other fields and controls. They can also be nested in other tables. Refer to Add a table to the design space.

Text

Adds a text block to a workspace or script. Using the buttons in the Label group on the Design tab, you can define the background color, text alignment, and content. You can also enter text, including variables, that will display when agents use the workspace. Refer to Add text with the text control.

A text control’s default background color and font match the workspace it is used on.

Text Box

Adds a text box to a workspace or script. You can create workspace rules that are triggered when agents type specific text in the text box. Refer to Working with list box, menu, option, and text box controls.

Title Bar

Adds a text block to be used for headers or sections within tables. Using the buttons in the Label group on the Design tab, you can define the background color, text alignment, and content. By default, the title bar control uses a heading style font and a different background color than the rest of the workspace.

Relationship items

Oracle Service Cloud features a set of relationship items that provide functionality unique to certain workspaces. Relationship items are special controls, such as incident threads and audit logs, that are used when working with records and related objects. Many relationship items display a list of related objects and include basic functions for adding, editing, copying, and deleting related records, as well as removing record relationships.

Relationship items differ from the standard controls mainly in the types of workspaces they can be used on and the number of times they can be added to a workspace. While controls can be added numerous times on most types of workspaces, relationship items are specific to the type of workspace and can be added to a workspace only once.

In the standard workspaces, most relationship items appear on tabs, but you can place them anywhere on the workspace. The items you can add when you create a workspace depend on the type of workspace you create.

Tip: You can easily identify a relationship item that has been placed on a workspace by double-clicking the item. The item’s name will appear in the drop-down menu on the Design tab’s Selected Object button group.

The following table describes the various relationship items and the types of workspaces they can be added to.

Table Workspace Relationship Items

Relationship Item Description

Answer Type Container

Displays the answer type options, tabs, and toolbars for adding and editing the question and answer, and a tab to preview the question and answer. This relationship item is available when creating answer workspaces.

Assets

Provides the ability to add, edit, print, copy, delete, and email assets, as well as remove their association with the primary record. The column headings for the list of assets include the asset’s name, serial number, description, product, date purchased, date installed, date retired, status, and action options. The Assets relationship item is available on contact and organization workspaces.

Audit Log

Describes the actions that have been taken on the record, including when an action was taken, who performed it, what the action was, and any additional description of the action. This relationship item is available on the following types of workspaces.

  • Answer

  • Asset

  • Contact

  • Custom Object

  • Incident

  • Opportunity

  • Organization

  • Quote

  • Task

In answer workspaces, the audit log shows all actions taken on both the answer and its siblings.

Chat Control

Contains the area for composing a response to the customer and includes the buttons for adding SmartAssistant answers, searching the knowledge base, and inserting standard text. This relationship item is available on chat workspaces.

Chat Transcript Control

Contains all chat correspondence between the customer and agent, including a time stamp for each instance of sending text. This relationship item is available on chat workspaces.

Co-browse

The cobrowse relationship item can be added to incident and chat workspaces when cobrowsing is enabled on your site. When using a workspace with this relationship item, agents can invite customers to a desktop-sharing session. Refer to Chat.

Collaboration

The Collaboration relationship item can be added to incident workspaces when Service Collaboration is enabled on your site. You can select the default page view for the control from the drop-down menu under Options in the workspace editor. When using a workspace with this relationship item, agents can collaborate with other agents to resolve customer questions. Refer to Collaborating with other agents.

Contacts

Provides the ability to add, edit, print, copy, delete, and email contacts, as well as remove their association with the primary record. The column headings for the list of contacts include the contact’s name, email address, organization name, office phone, title, and action options. The Contacts relationship item is available on incident, opportunity, and organization workspaces.

[Custom Object] View

Provides the ability to add, edit, copy, print, and delete custom object records, as well as remove their association with the workspace’s primary record. The column headings for the list of records include the object ID, labels, and action options. This relationship item is named for the custom object and is available when creating workspaces for standard objects that have been related to the custom object. Refer to Custom Objects: Overview.

File Attachments

Provides the ability to attach, open, download, and delete files from records as well as view file properties. The relationship item displays a list of file attachments, including name, size, date created and updated, and a description. This relationship item is available on the following types of workspaces.

  • Answer

  • Contact

  • Custom Object

  • Incident

  • Opportunity

  • Organization

  • Task

In answer workspaces, files can be attached to the answer as well as all sibling answers.

Guided Assistance

Provides the ability to search for and open guided assistance guides to help agents quickly find answers or text explanations when working with customers. You can select properties for this relationship item to show buttons on the relationship item that agents can use to search for and select applicable guides. You can also use workspace rules to automatically open a guide on workspaces that include this relationship item, or trigger a workspace rule when a guide has been completed. Refer to relationship itemworkspacerelationship item.

This relationship item can be added only to incident and chat workspaces. However, you can add the answers.guided assistance field to answer workspaces to associate a guide with an open answer.

Incident View

Provides the ability to view and work with incidents associated with a contact or organization. Toolbar buttons allow adding, editing, copying, deleting, forwarding, and proposing incidents and filling the inbox. The column headings for the list of incidents include the incident’s status, response time, resolution time, source, reference number, and subject as well as action options. The Incident View relationship item is available when creating chat, contact, organization, and asset workspaces.

Label

Allows placement of a label on the chat workspace.

Learned Links

Lists all answers linked to the currently open answer by visitors to your site as they browsed your knowledge base. These links are “learned” by the system as your visitors move from answer to answer. Toolbar buttons allow the ability to edit, print, preview, promote, and block and unblock links. This relationship item is available when creating answer workspaces.

Manually Related Answers

Lists all answers that have been manually linked by staff to the currently open answer. Toolbar buttons allow the ability to add, edit, copy, print, and delete answers, as well as remove their association with the primary record. This relationship item is available when creating answer workspaces.

Model Question

Provides the ability to associate an answer with a question template in Oracle RightNow Virtual Assistant Cloud Service. This relationship item is available when creating answer workspaces. Refer to customer portalknowledge basevisibilityinterfaceSLAscustomer portalknowledge baseincidentsknowledge basenavigation panenavigation listcontent panecustomer portalknowledge baseSLArelated answerscustomer portalOracle RightNow Virtual Assistant Cloud Servicemodel questionsworkspacecontrol.

Notes

Notes relationship items can be specific to individual workspaces.

Answer Notes—Allows staff members to add notes, select the note’s channel, and sort notes by date on answer workspaces.

Contact Notes—Allows staff members to add notes, select the note’s channel, switch the view between contact and organization notes, and sort notes by date on contact workspaces.

Custom Object Notes—Allows staff members to add notes, select the note’s channel, and sort notes by date on custom object workspaces.

Meta Answer Notes—Allows staff members to add notes that pertain to the answer’s sibling answers.

Opportunity Notes—Allows staff members to add notes, select the note’s channel, switch the views between opportunity, contact, and organization notes, and sort notes by date on opportunity workspaces.

Organization Notes—Allows staff members to add notes, select the channel, and sort notes by date on organization workspaces.

Task Notes—Allows staff members to add notes, select the note’s channel, and sort notes by date on task workspaces.

Note: If you want staff members to be able to edit or delete existing notes when copying records, you will need to assign Edit/Delete Notes permissions in their profile for the appropriate record types. Refer to About Staff Management.

Outreach Activity View

Displays a report of outreach activity associated with the contact, such as mailings that were viewed or tracked links that were clicked. If the report is populated (that is, if the contact has had outreach activity), the column headings include when the activity occurred, what the activity was, a description, the name of the mailing or tracked link, and any documents for each listed activity. The Outreach Activity View relationship item is available when creating contact workspaces.

Opportunities View

Provides the ability to view and work with opportunities associated with a contact or organization. Toolbar buttons allow adding, editing, copying, printing, deleting, rejecting, and forwarding opportunities. The column headings for the list of opportunities include the opportunity’s name, assigned staff member, status, stage, the sales representative’s value, the manager’s value, and the date updated, as well as action options. The Opportunities View relationship item is available when creating chat, contact, and organization workspaces.

Organization Hierarchy

Provides the ability to work with organizations to create a hierarchy in an organization workspace. Toolbar buttons allow adding, editing, printing, and deleting organizations, as well as removing their association with the primary record.

Page Peek

Displays a snapshot of the web page customers were viewing when they initiated the chat. This relationship item can be added only to chat workspaces.

Products and Categories

Displays product and category trees in order to view and define the links between products and categories for answers. The Products and Categories relationship item is available when creating answer and multi-edit answer workspaces.

Quote Products

Displays the list of products associated with a quote’s selected price schedule and provides the ability to edit products for a quote. The Quote Products relationship item is available when creating quote workspaces.

Quotes

Provides the ability to view and work with quotes associated with an opportunity. Toolbar buttons allow adding, editing, printing, copying, deleting, and sending quotes. The column headings for a list of quotes include the quote’s name and status, whether it was sent, the forecast, and action options. The Quotes relationship item is available when creating opportunity workspaces.

Rich Text Incident Thread

Provides the ability to add responses, customer entries, and private notes to incidents with a variety of HTML formatting attributes, such as font, style, color, alignment, bullets, images, links, and indentation. This relationship item also includes buttons for accessing SmartAssistant, searching answers, inserting standard text, zooming in and out on thread contents, and undocking the relationship item. (The Messages tab of the standard incident workspace contains the Rich Text Incident Thread relationship item.) This relationship item is available when creating incident and incident multi-edit workspaces.

Sibling Relationships

Lists all answers that share the same product or category as the currently open answer and can also contain the same file attachments. Toolbar buttons allow adding, editing, printing, deleting, and previewing sibling answers, as well as removing their association with the primary record. This relationship item is available when creating answer workspaces.

SLA Instance View

Allows staff members to view a report of SLAs that have been associated with a contact or organization and provides the ability to add, open or disable an instance. The column headings include the SLA instance name, active date, expire date, self-service, total incidents, and action options. The SLA Instance View relationship item is available when creating contact and organization workspaces.

SLA Container

Provides the ability to select SLAs for contacts and organizations by displaying the SLA selection field, which opens the SLA Viewer for adding SLA instances. The SLA Container relationship item is available when creating contact and organization workspaces.

Survey History View

Allows staff members to view a report of surveys that have been sent to contacts. If the report is populated (that is, if the contact has received surveys), the column headings include when the survey was completed, the score, the type of survey, its name, and action options. The Survey History View relationship item is available when creating contact workspaces.

Tasks

Provides the ability to view and work with tasks associated with a record. Toolbar buttons allow adding, editing, printing, copying, deleting, completing, and forwarding tasks, as well as removing their association with the record. The column headings for a list of tasks include the task’s name, due date, completed date, assigned staff member, and priority, as well as action options. The Tasks relationship item is available when creating the following kinds of workspaces.

  • Answer

  • Contact

  • Incident

  • Mobile Contact

  • Mobile Incident

  • Opportunity

  • Organization

Time Billed

Provides the ability to view and enter the amount of time billed for an incident. Toolbar buttons allow adding, editing, and deleting a time billed entry. The column headings for a list of time billed entries include the starting date and time, the amount of time spent, the staff member who entered the time billed, and the task, as well as action options. The Time Billed relationship item is available when creating incident workspaces.

Question controls

Oracle Service Cloud provides a set of question controls that are used to configure branching in scripts.

Questions are available as buttons, options, lists, text fields, menus, and yes/no buttons. Most of these question types are similar to standard controls—for example, you add items to a menu question in the same way you add items to a menu control. However, questions differ from other controls in a few key ways.

  • Questions include labels while other controls do not. The label can be used to present the text of the question being asked.

  • Questions are required by default but can be set to non-required by using the Required property on the Design tab. This differs from other controls, which are never required.

  • A question added to one script page can be used in the rules and branches created on other pages in the script. Conversely, a control can be used only in the rules and branches on the script page the control is added to.

  • Some question types have different properties than their corresponding standard controls. For example, the image property cannot be defined for button questions as it can for button controls.

For information about using question controls in script branching, refer to Adding branches to scripts.

Note: The values that agents enter in questions and their corresponding standard controls are available for use with the script’s rules and branches. However, they are not saved in the database.

Add a control to the design space

Placing controls on a workspace or script is similar to adding fields. Like fields, controls occupy cells on the design space’s underlying table.

Once you add a control, you can reposition it to display anywhere on the design space. Controls can be added to tables, panels, and tab set controls, and you can place them above, below, or next to fields and other controls.
Note: When you add a control to a table that already contain fields or other items, the size of the table’s rows and columns is adjusted to accommodate the new object.
Procedure
  1. From an open workspace or script, click the Insert Control tab on the designer’s ribbon.

  2. Click the control you want to add.

  3. Drag the control to the design space and hover over the location where you want to place the control. A vertical or horizontal line indicates where the control will be placed on the design space.

  4. Release the mouse button.

  5. To edit the properties of the added control, refer to Editing design item properties.

Move a control on the design space

You can easily move controls to other locations on your design space. As with fields, moving controls can cause the removal of a row or column from the design space table if the control was the only remaining item in the row or column.

Procedure
  1. From the open workspace or script, select the control you want to move, keeping the left mouse button depressed.

  2. Drag the control to its new location on the design space.

  3. Release the mouse button to position the control in its new location.

Delete a control from the design space

You can easily delete controls if they are no longer needed. As with fields, deleting controls can cause the removal of a row or column from the design space table if the control was the only remaining item in the row or column.

Procedure
  1. From the open workspace or script, right-click the control and select Delete. The Delete Confirmation window opens.

    Caution: If the control you are deleting is referenced in a workspace rule, the Delete Confirmation window will display a warning including the name of the rule. If you click Yes to delete the control, the reference will be removed and the rule will be disabled. Refer to Workspace rules.

  2. Click Yes to confirm the deletion.

Working with button and image controls

You can add buttons to workspaces and scripts that you can use with rules to trigger actions when clicked. For example, you could add a button to a workspace to display an additional tab set when a staff member clicks it.

Image controls are used to display a logo, diagram, or any other graphic. Images can also be used to trigger rules when clicked, but their more common purpose is to visually enhance the design.

Table Best Practice for Working with Button and Image Controls


This figure shows an award cup representing best practice content.

Because the agent desktop uses image rendering components of Internet Explorer installed on your workstation, we recommend that your browser be configured to check for newer versions of stored pages every time web pages are visited. In this way, any image updates you perform as you design your workspace will be displayed promptly without requiring you to log out and back in to Oracle Service Cloud.

When you add a button or image to a workspace or script, it will have no effect on your rules until you configure the rules to use it. For information about using buttons and images in workspace rules, refer to Selecting rule triggers.

Add content to button controls

When you add a button to the design space, the button contains default text. You can easily change the text and add an image to the button by selecting it on the design space and changing the button’s properties from the Design tab. You can also size the button and specify where it should be positioned.

Procedure
  1. From the open workspace or script, select the button control you added to the design space.

  2. Click the Design tab.

  3. To change the default text on the button, click Text.

    1. Type the text you want on the button.

    2. Press Enter to save the text.

    Tip: You can change the font attributes of text on a button by selecting the button and choosing from the options on the Design tab’s Label group.

  4. To add an image to the button, click Image. The Select Image window opens, showing the images you have added using the Client Workflow Images explorer.

    1. Select the image you want to add to the button.

    2. To add a new image to the list, click Add New Image.

    3. To remove an image that was previously added to the button, select the No Value check box.

    4. Click OK to add the image to the button.

    5. To position the image on the button in relation to text on the button, click Image Align and select where you want the image in relation to the text. The available options are Left, Right, Top, Bottom, and Center.

    Note: For information about adding images for use with workspaces and scripts, refer to Adding images for use on workspaces.

  5. To manually define the width of the button’s margins, click Margin. The available options are None, Narrow, Medium, Wide, and Custom.

    1. To set custom margin widths, select Custom and enter the number of pixels you want for the button’s margins in the Top, Bottom, Left, and Right fields.

  6. To manually define the button’s size, click Size on the Design tab and select Enable Auto Sizing to disable it.

    1. Click Size again and type the number of pixels you want for the button’s size in the Width and Height fields.

    2. To re-enable auto sizing, click Size and select Enable Auto Sizing.

  7. To position the button on the table cell that contains it, click Position on the Design tab to view available options.

    1. Select where you want the button placed on the table cell from the Position options.

    2. To stretch the button on the table cell, select how you want the button displayed from the Stretch options.

  8. Click Save to save your changes.

Add an image control to a workspace or script

When you add an image to a workspace or script, you can specify options such as the size, position, and layout of the image.

Procedure
  1. Drag the control to the design space (refer to Adding controls to workspaces and scripts). The Select Image window opens showing the images you have added using the Client Workflow Images explorer.

  2. To add a new image to the list, click Add New Image.

  3. Select the image you want to add and click OK. The image is added to the design space. To select a different image, select the image you want to replace, click the Image button, and choose the new image from the Select Image window.

  4. To manually define the image’s size, click Size on the Design tab and select Enable Auto Sizing to disable it.

    1. Click Size again and type the number of pixels you want for the image’s size in the Width and Height fields.

    2. To re-enable auto sizing, click Size and select Enable Auto Sizing.

  5. To specify a layout for the image on the table cell, click Image Layout and select from None, Tile, Center, Stretch, and Zoom. The Image Layout button is inactive when auto sizing is enabled.

  6. To position the image on the table cell that contains it, click Position.

    1. Select where you want the image placed on the table cell from the Position options.

    2. To stretch the image on the table cell, select how you want the button displayed from the Stretch options.

      Tip: Stretch options from the Position button work best when a layout option is selected from the Image Layout button on the Design tab.

  7. Click Save to save your changes.

Open the Client Workflow Images explorer

Using the Client Workflow Images explorer, you can add images to use in workspaces and scripts.

Once you have opened the explorer, you can add and manage images the same way you do in the Images explorer. Refer to About Analytics Explorers.

Click Configuration on the navigation pane, expand Application Appearance, and then double-click Client Workflow Images.

Note: You can add the Client Workflow Images explorer to navigation lists in the same way you can add other explorers. Refer to About Navigation Sets.

Add text with the text control

You can use text controls to add text that will display to your agents. You can also include variables to display values from the database. For example, you could add text, including the customer’s name, that new agents can read when speaking with a customer who calls regarding an incident.

Procedure

  1. Click the Insert Control tab and add a text control to the design space.

  2. Click the text control on the design space and type the text you want.

  3. To change the font attributes for the text you entered, select the text you want to change and select options from the font attributes on the Design tab’s Label group. Refer to Label properties for descriptions of these options.

  4. To add a variable to the text, click the text control where you want to add the variable.

  5. Do one of the following:

    • Click Insert Merge Field on the Design tab.
    • Right-click the control and select Insert Merge Field.

  6. Do one of the following:

    • Select the name of the database table with the field you want in the Table Name field.
    • Select Current User to add a variable for the display information (such as the first name) of the staff member who is using the workspace or script.
    Note: Custom object workspaces and scripts can also use custom object fields as merge fields. However, workspaces and scripts for parent standard objects, such as contacts or incidents, cannot access these fields.

  7. Select the field you want to include on the text control on the Field Name field. The variable you define is displayed in the window’s Preview field.

  8. Click OK to add the variable to the text control.

Working with list box, menu, option, and text box controls

List box, menu, option, and text box controls give you the ability to trigger workspace rules, script rules, script branches, or workflows from agent selections or text entries. These controls differ only in the type of input they accept from your agents and are added to workspaces in the same way you add any other control. However, with the exception of the text box control, you need to add entries to these controls that agents can select before the controls are useful.

Note: The values entered in these controls are not saved in the record being edited. These controls are intended for use only with workspace rules, script rules, script branches, and workflows.

Once you add menu and list entries or options to the controls, you can create rules that are triggered when agents select the entries or buttons, or when they type certain text in a text box. You can also add rule conditions based on the value of these controls. Refer to Workspace rules.

You can specify options on the ribbon’s Design tab for the list box, option, and text box controls to change their behavior or appearance. For definitions of the options for these and other controls, refer to Working with controls.

Add and edit items for list box, menu, and option controls

The following procedure explains how to add and edit items for list box, menu, and option controls.

Procedure
  1. From an open workspace or script, click the Insert Control tab and add a list box, menu, or radio button control to the design space.

  2. Select the control on the design space and click the Design tab. Three default items are added to the control when you add it to the design space.

  3. To change the text of an item in the control, select the item you want to edit on the items list and click Edit Item. The Edit Item window opens.

    1. Type the text you want the item to display.

    2. Click OK to save the new text.

    Note: For option controls, you can also edit the text of an item by simply clicking the item on the design space.

  4. To add an item to the control, click Add Item on the Design tab to open the New Item window.

    1. Type the text of the item you want to add to the control.

    2. Click OK to add the new item to the control.

  5. To change the order of an item on a control, select the item you want to move on the items list and click Move Up or Move Down to order the item as you want it.

  6. To remove an item from the list, select the item you want to remove on the items list and click Delete Item.

  7. To change the layout of an option control, select the control on the design space, click Layout on the Design tab, and select Horizontal or Vertical.

  8. To allow staff members to make multiple selections from a list box, click the list box control on the design space, click the Design tab, and select the Allow Multiple Selections check box.

Edit items from the Edit Items window

If you want to add or edit several items on list, menu, or option controls, it can be faster to do so from the Edit Items window than from the ribbon’s Design tab. You can reorder items from the window as well as add and edit items on the control.

Procedure
  1. From an open workspace or script, right-click the control on the design space and select Edit List Items, Edit Items, or Edit Radio Buttons, depending on the type of control you select. The Edit Items window opens.

    The window lists all the menu items, list items, or radio buttons on the control.

  2. To add another item to the control, click Add Item and enter the item text.

  3. To edit an item’s text, select the item in the list and click Edit Item.

  4. To remove an item from the list, select the item you want to remove and click Delete Item.

  5. To reorder items in the list, select the item you want to reorder and click the up or down arrow to move the item where you want it.

  6. Click OK to save the changes to the control’s items and close the Edit Items window.

Using reports in standard workspaces

Workspaces and scripts can include reports to let staff members view or access information related to the record they are editing. For example, the standard incidents workspace contains a tasks report to display the tasks associated with the incident. Most of the standard workspaces contain reports, and you can configure custom workspaces and scripts to show the reports you want to see.

Note: Record command options are not applied when viewing reports in workspaces.

Many standard workspaces contain reports, most of which have row limits of 100 rows. The following table lists the reports on the standard workspaces. If you want to use a standard workspace but with a different report than the default one, you can copy the workspace and edit the copy to replace the default report with the report you want.

Table Default Reports Used on Standard Workspaces

Standard Workspace/Tab or Control Default Report
Answer

Tasks

Tasks by Answer

Details

Answer Subscribers

Analytics

Answer Overview

Chat Sessions

Incidents

Incidents by Contact

Contact

Opportunities

Opportunities by Contact

Tasks

Tasks by Contact

Incidents

Incidents by Contact

Surveys

Survey History

Marketing Activity

Marketing Activity

Incident

Contacts/Contacts

Incident Contacts

Contacts/Incident History

Incidents by Contact

Tasks

Tasks by Incident

Organization/Incident History

Incidents by Organization

Organization/Contacts for Org

Organization Contacts

Web Visit

Incidents Web Visit Tab

Opportunity

Contacts

Opportunity Contacts

Tasks

Tasks by Opportunity

Quotes

Quotes

Organization

Contacts

Organization Contacts

Opportunities

Opportunities by Organization

Tasks

Tasks by Organization

Incidents

Incidents by Organization

Quote

Quote Products

Quote Product List

Note: Some standard workspaces also define default search reports for certain elements. For example, the Search Knowledge Base button on the Messages tab of the Incident workspace uses the Search Knowledge Base report. Refer to Selecting search reports.

Adding reports and relationship items to custom workspaces and scripts

When you add the report control to the design space, you need to select the report you want it to display. Reports used on workspaces and scripts may include run-time selectable filters and variables. However, with the exception of the reports used for search reports, these will not be available when the reports are viewed on workspaces or scripts.

By default, reports you add to workspaces do not run when you open the workspaces to create new records, since the records do not yet include data that can be filtered on. However, you can force reports to run for new records from the Design tab’s Report Behavior button.

You can also select reports for relationship items to show information related to the record you are viewing. For example, the Contacts relationship item shows information about the contact related to an incident you are viewing. These relationship items are configured to use certain reports by default, but you can select different reports to use on your workspace if you want.

Note: If the same object is added as a child in multiple relationships to the same parent (for example, if the contacts object is specified as the child of the incidents object in two relationships), the workspace designer's ribbon will still contain only one view item for the object. However, because new view reports are automatically created for each child relationship you define, when you add the view item to a workspace, you will be prompted to select which report to use. Refer to Custom Objects: Overview.

Reports used on report controls or relationship items automatically attempt to filter on the record being edited to display information related to the record. Therefore, these reports should contain at least one filter for the primary identification types for the kind of workspace or script you are using. For example, reports used in incident workspaces should filter on incident (i_id), contact (c_id), or organization (org_id).

Add a report to a report control or change a report on a relationship item

You can add a report to a report control on a workspace. You can also change a report on a relationship item.

Procedure
  1. From an open workspace or script, click the Insert Control tab.

  2. Click the report control or the relationship item containing a report and drag it to the design space where you want it.

  3. Select the control or relationship item on the workspace and click the Design tab. Configuration options for the report control are displayed on the Options button group.

    Tip: You can also double-click an object on the design space to select the Design tab and access properties related to the object.

  4. Click Report to open the Select Report window.

  5. Select the report you want to add to the workspace and click OK.

  6. Save the workspace.

    Note: If you add a report control to a workspace without selecting a report for the control, you will not be able to save the workspace.

Selecting search reports

Some database fields and relationship items include search functionality that agents can use to find and associate records with the records being edited.

When using a workspace or script, agents can access the search feature by clicking Search located next to the field or on the relationship item. For example, the button to open the Contact Search window from an incident workspace is located to the right of the contact field.

When you open a search window, the window displays a report and the report’s docked filters that are used to search for records. Some search windows also include secondary reports that are not searchable, but which can be used to display information below the primary search report. For example, a secondary search report can be used to display all contacts associated with an organization when you are searching for a contact in the primary search report.

Drill-down levels and report links can be used in search reports for database fields but are disabled on relationship items’ search reports.


This figure shows the Contact Search window with two sections highlighted: a search report having docked filters, and a secondary search report .

The standard reports that are used by default with this functionality are designed to allow staff members to quickly locate the records they want. However, if the default reports do not meet your needs, you can specify the standard or custom reports you want to use for the primary and secondary search reports.

Note: Searches are performed from workspaces’ search reports using docked filters. For this reason, the search reports you specify must include docked filters in order to search for records. Refer to About custom reports.

Select primary and secondary search reports for the Contacts Search window

You can add primary and secondary search reports to a field or a relationship item. The following procedure explains how to add search reports to the Contacts Search window.

Procedure
  1. From an open workspace or script, do one of the following:

    • Select the Contact field on the design space.
    • Select the Contact relationship item on the design space.

  2. Click the Design tab.

  3. To change the primary search report, do one of the following:

    Note: To clear a secondary report from the Contact Search window, select the No Value check box on the lower left of the Select Report window. This check box displays only when selecting secondary search reports.
    • Click Search Report. The Select Report window opens.
    • To add a secondary search report, click Secondary Search Report.

  4. Select the report you want to use.

  5. Click OK to close the Select Report window.

  6. Click Save to save your edits and close the workspace.

Report properties

In addition to selecting the report you want to appear on a workspace or script, you can modify the report’s properties to enable certain behaviors and functions. The following report functions are available on the Design tab.

  • Time Limit—Specifies the maximum amount of time a report can take to generate on the workspace. Refer to Set a time limit for a report control.

  • Hide Report Commands—Hides and disables the report commands (for example, New, Open, Copy, Delete, Print, Forward, Assign, and Propose) on the workspace.

  • Show Row Count—Displays the number of records in a report next to the tab title.

In addition, the properties described in the following table can be accessed by clicking Report Behavior on the Design tab.

Table Report Behavior Properties

Property Description
Delay Report Execution Select this option if you want the report to run only when the tab the report is shown on is selected. If this option is not selected, the report runs when the workspace opens. This option is enabled by default.

If the report is visible when the workspace is opened (for example, it appears on the top tab), it will always run immediately even if the property is enabled.

Filter on Primary Key Only Select this option if you want the report to filter only on the primary key. If this option is not selected, the report will also filter on any related objects. For example, when this option is enabled, an incidents report will use only the incident ID filter to filter the results. When the option is disabled, the report will also filter the report on the contact ID and organization ID values.
Open Existing Records in Separate Workgroup Select this option if you want records opened from this report to be displayed in a new workgroup tab. This allows the opened record to be saved independently from the record the control is on. If this option is not selected, records will be opened on a sub-tab and edits are saved when any record in the sub-tab’s workgroup is saved.
Delete Records Immediately Select this option to delete records in the report when a staff member clicks Delete and confirms the deletion request. If this option is not selected, records will be queued for deletion and not actually deleted until the record being edited is saved.
Create New Records in Separate Workgroup Select this option if you want new records created from a parent record to open in a new workgroup tab. This allows the new record to be saved without saving the parent record. If this option is not selected, new records will open on a sub-tab and edits are saved when any record in the sub-tab’s workgroup is saved.

This property is available for the Incident View, Opportunity View, Task View, and Custom Object View relationship items.

Refresh Report When Data Changes Select this option if you want the report to be run again when related data is changed. (For example, if a staff member is using a workspace that contains the Incidents by Organization or Contact report and changes the contact, the report refreshes to update with new information.)

This property is not available for the Manually Related Answers, Learned Link, Incident View, and Custom Object View relationship items.

Execute for New Records Select this option if you want the report to run when you open the workspace to create a new record. This option is disabled by default to prevent reports that rely on data in the record from attempting to run when a new record is being created.

This property is not available for the Manually Related Answers, Learned Link, Incident View, and Custom Object View relationship items.

Set a time limit for a report control

You can specify the maximum amount of time a report can take to generate on a workspace using the Time Limit option. Specifying a time limit can improve workspace performance since workspaces are unavailable until reports on the workspace generate. If a report takes longer to generate than the time limit you specify, a warning message will display and the workspace will load without the report.

Procedure

  1. From the open workspace or script, select the report control you want to modify.

  2. Click the Design tab and click Time Limit.

  3. Select the Limit Report Execution check box and then enter the maximum number of seconds you want to permit for a report to generate. You can select a value up to 240 seconds.

  4. Click OK to save the time limit.

    Note: Reports placed on a workspace should be configured to return data that is related only to the record that is open. For example, a report on a Contact tab should return information about the contact rather than all contacts in the database. Reports that consistently time out in a workspace and cannot be further restricted should be removed from the workspace and run separately.

Working with panel controls

A panel is a special workspace control that provides grouping for fields and controls and lets you create scrolling subsections of the workspace.

When you add more fields than the panel control can accommodate, a scroll bar appears automatically. This lets you add multiple fields to a panel even though the panel size is controlled.

You can customize each panel on your workspace to use different background colors, font colors, padding, and margins. This is helpful if you want to create distinct groupings of data on your workspace.

The following figure shows a panel control on the right. The panel has been defined to span three rows. The single panel contains the Assigned, Product, Category, Disposition, and Queue fields.


This figure is described in the surrounding text.

The next figure shows what happens to the panel control when more fields are added to the workspace, creating additional rows. Note that the panel still spans only three rows and now displays a scroll bar.


This figure is described in the surrounding text.

And this last figure shows how the panel is displayed to staff members using the workspace. They can scroll down on the panel to complete all fields.


This figure is described in the surrounding text.

Add a script control to the design space

You can add scripts to workspaces to provide a sequence of steps and form elements for your agents to follow when working on records. Script controls can include the same fields and controls available for workspaces, and you can use the same script on as many workspaces as you want. If you want to place a set of fields and controls on several workspaces, you can add them to a script and then simply place the script on the workspaces.

Script controls are available only when scripting is enabled. For information about enabling scripts, contact your Oracle account manager.

Scripts can also include pages and branching, so you can easily create a script to lead your agents through a procedure. For example, you could place a script control on an incident workspace to guide new agents through entering information for the record when a customer phones with a new incident. Refer to Creating and editing scripts.

As with workspaces, scripts are interface specific. In addition, the scripts that you can place on a workspace must be of the same type as the workspace. For example, you can place a control for an incident script on an incident workspace and you can place a control for a contact script on a contact workspace. For this reason, when you place a script control on a workspace, you can select only scripts that are of the same type as the workspace, and that were created on the same interface.

Note: You can place multiple script controls on the same workspace.

Procedure

  1. From an open workspace, click the Insert Control tab and click Script.

  2. Click the location on the design space where you want the script. The Select a Script window opens.

  3. Select the script you want to use and then click OK.

  4. To change the script used on the script control, click the script control and click Script on the Design tab to open the Select a Script window.

  5. To change the size of the script control, select the control on the workspace, click the Design tab, select the Set Fixed Height check box, and click Size to type a size for the control. Refer to Design property descriptions.

Add a table to the design space

You can add table controls to the design space to organize and align fields and controls within a set of content cells. By default, a newly placed table control features two rows and two columns containing spacers. You can adjust the number of rows and columns by editing the table properties or by inserting fields or controls around or between other fields and controls in the table. You can also enhance the appearance of a table by adjusting colors, borders, scroll bars, and size.

Tables can be nested within the cells of other tables. However, for optimal workspace performance, we recommend limiting the number of nested tables as these can increase workspace processing time.

Procedure

  1. From the open workspace or script, click the Insert Control tab and click Table.

  2. Click the location on the design space where you want the table. The table contains two rows and columns by default.

  3. To add columns or rows to the table, select the table on the design space, click the Design tab, and click Add Column or Add Row. The table updates to show the new columns and rows.

    Tip: If you find it difficult to select the table by clicking on its outer border, it may be easier to select it using the Current Selection drop-down menu. Refer to Selecting fields and controls using the ribbon.

  4. To edit table properties, such as borders and background color, refer to Layout properties.

Add tabs to the design space

You can add individual tabs and tab sets, or groups of tabs.

Procedure

  1. From the open workspace or script, click the Insert Control tab on the ribbon, click Tab Set, and click the location on the design space where you want the tab set.

    Tip: You can nest tab sets within other tab sets.

  2. To add tabs, do one of the following:

    • Right-click next to an existing tab and select Add Tab.
    • Right-click an existing tab and select Add Tab Before or Add Tab After.

  3. Rename the tab.

    1. Select the new tab.

    2. Click the Design tab on the ribbon.

    3. Click Text on the ribbon’s Label group and type the name you want for the tab.

Move a tab

You can move individual tabs and tab sets, or groups of tabs. Tabs are moved with the same methods used to move fields and controls on the upper section of the workspace.

Staff members have the option of dragging the tabs to rearrange them on the workspace. If they do this, the tabs’ positions are stored in their local settings. Your changes to the tab positions will not affect staff members who have customized their tab positions on the workspace. For an overview of account settings that can be customized by staff members, refer to Download the Oracle Service Cloud client and log in.

Right-click the tab and select Move Left or Move Right.

Or

Click the tab’s action arrow and select Move Left or Move Right. Refer to Accessing design properties from the actions list for a description of action arrows.

Delete a tab or tab set

You can delete individual tabs and tab sets, or groups of tabs. Tabs are deleted with the same methods used to move fields and controls on the upper section of the workspace.

Procedure

  1. Right-click the tab or tab set and select Delete.

  2. Click Yes on the Delete Confirmation message.

Working with browser controls

By adding a browser control to a workspace or script, you can display a web browser inline with your records.

You can specify the URL you want, and you can include variables in the URL to link Oracle Service Cloud data—such as record IDs, custom field values, or custom object field values—with the web page you open or through Oracle RightNow Connect APIs. Refer to Answer ID 2429 on our customer support site.

Also, the page loaded in the browser can contain RightNow Connect JavaScript code to view and edit information about the record being edited. Refer to the Connect Desktop Integration (Javascript API) documentation.

Table Best practices for adding browser controls


This figure shows an award cup representing best practice content.

Browser controls use components of Microsoft Internet Explorer installed on the workstation. For this reason, your workspace load time may increase due to such factors as the complexity and size of page content, the connection to the site host, as well as the browser’s version, settings, and memory usage. Any page that loads slowly or incorrectly in Internet Explorer will likely experience similar problems when loaded in a browser control on the same workstation.

However, there are a few practices you can follow to help reduce the impact of these effects.

  • Keep the Delay Page Load property enabled for all browser controls to ensure its contents do not load until the control is visible.

  • When loading pages developed by your organization, manage browser memory wisely by reducing the complexity of the pages you are loading. Be sure to thoroughly test and minimize the use of web development libraries to guard against memory leaks. Also, make sure that the connection to the page server is reliable.

  • If agents often need to open specific web pages—especially those that take awhile to load—consider adding those pages as links for the workspace’s Links button. Refer to Set a link to a URL on the Links button.

  • Minimize the number of browser controls to reduce memory usage and performance. You can use workspace rules to change the URL of a browser control dynamically. Or you can combine multiple pages into a single control using an HTML frame set or create a single launch page with links to the other pages.

Add a browser to a workspace or script

Use the following procedure to add a browser to a workspace or script.

Procedure
  1. Click the Insert Control tab and click Browser.

  2. Click the location on the design space where you want the browser. The browser is added to the workspace.

  3. Select the browser control and click the Design tab.

  4. Click URL and type the URL you want the browser control to open when the workspace is opened. You can also set the URL of a browser control using a workspace rule. Refer to Adding and editing actions.

  5. To delay the loading of the browser in a tab until the tab is active, select the Delay Page Load check box. The Delay Page Load check box is selected by default.

    Note: If you place a browser control on a tab that is not the active (or top) tab when the workspace opens, we recommend that you keep the control’s Delay Page Load property set to its default enabled state. If this property is not enabled, the browser control will be activated when the workspace is opened, which may prevent other controls on the workspace from functioning as expected.

  6. To change the size of the browser control, click the Design tab and select the Set Fixed Height check box.

    1. Click Size to type a size for the control.

  7. To open pop-up windows from the browser content in child browser controls, select the Open Pop-ups in New Browser Control check box. If this check box is not selected, pop-ups will open in a full Internet Explorer browser, which can cause session variables to be lost. To ensure session variables are maintained, select the check box.

  8. To send the URL as POST data so that it is sent securely, select the Send URL as Post Data check box. If you do not select this check box, the URL is sent as GET data. If you select this check box, you must enter a URL that starts with https in the URL field.

  9. To suppress any warning prompts (such as script errors and authentication requests) that may occur in the browser control when a URL is loaded, select the Suppress Errors and Authentication Dialogs check box.

Field and control properties

Fields and controls (including relationship items and script questions) have attributes you can configure using the options on the Design tab of the designer ribbon. Many of these attributes are shared by numerous items such as size, label position, and read-only attributes. When you change the properties of a field or control, the design space is updated to reflect your changes.

The properties you can edit depend on the field or control you are editing. The following properties are explained in greater detail in this section.

For a full list of all properties and their descriptions, refer to Design property descriptions.

View item properties

You can quickly view all the properties for a field or control from the ribbon’s Design and Rules tabs. This helps you see what properties are already applied to an item before you edit the item.

Procedure
  1. From an open workspace or script, select an item on the design space.

  2. Click Show Details on the Design tab to open the Selected Object Details window. The information that displays depends on the item you select and the properties that are applied to it. Any property applied to the item will be shown on the window, including the item’s positioning on the workspace and any visibility, hidden, or read-only attributes. Refer to Field and control properties for descriptions of the properties that can be applied to items on workspaces.

  3. Click Close.

Edit a field or control

When you select a field or control on the design space, the Design and Rules tabs are displayed on the ribbon with buttons appropriate for the selected item. To select an item, you can click it on the design space or you can select it from the Current Selection drop-down menu on the Design tab.

Procedure
  1. From an open workspace or script, select a field or control on the design space and click the Design tab. The options displayed on the tab vary depending on the item you select.

    Tip: You can also double-click an object on the design space to select the Design tab and access properties related to the object.

  2. Click a button on the Design tab to adjust the property you want to change. Refer to Design property descriptions. The object is updated on the design space to reflect the change.

  3. Click Save to save your changes.

Selecting multiple fields and controls

If you want to edit properties shared by a number of fields and controls, you can select them and then edit them simultaneously.

You can select multiple fields and controls on the design space to edit properties they share or remove them from your design space. When you select multiple fields and controls, Delete on the ribbon’s Design tab will be available on the ribbon, along with buttons to edit common attributes of the selected fields and controls. For example, if you select two fields and a title bar, you will be able to click Read Only on the Design tab, since both fields and controls have this attribute.

Press Ctrl while selecting the fields and controls on the design space that you want to edit or delete.

Access design space items using the ribbon

You can select fields and controls using the ribbon to access design space items.

The Current Selection drop-down menu displays a tree structure showing all the fields and controls on the design space. You can use this menu to select items on the design space to view or edit.

When you navigate the tree structure and click a field or control, it is highlighted on the design space and the options on the Design tab are updated to reflect the actions you can take on the item. This allows you to quickly find and select a specific field or control on the design space and access its properties without having to locate it on the design space.

Procedure
  1. From an open workspace or script, click an item on the design space to activate the Design and Rules tabs on the ribbon.

  2. Click the Design or Rules tab.

  3. Click the Current Selection drop-down menu on the ribbon’s Selected Object group. The tree opens listing the fields and controls on the design space. The item you selected in step 1 is automatically selected in the tree.

  4. Expand or collapse the tree to navigate to the field or control you want to view.

  5. Click the item in the tree to select it on the design space.

Accessing design properties from the actions list

In addition to using the buttons on the Design tab to edit fields and controls on the design space, you can open an actions list that is unique for each item. The actions list contains some of the same options accessed from the Design tab. Using the actions list can be helpful when the designer ribbon is collapsed.

You can access the actions list either by right-clicking an item on the design space or by selecting the item and clicking the action arrow. The action arrow appears on the upper right side of each selected item on the design space. The list of action options display. To select an action, click it in the list.

Custom field properties

You can add custom fields to workspaces and scripts just like a standard database field.

Since you can modify certain properties of custom fields when you create them on the Custom Fields editor, there are some considerations to be aware of when editing custom fields you add to a workspace.

  • If a default value was defined for the custom field when it was created, that default value will appear when you place the field onto the design space. To override the field’s original default and set a different default value from the design space, you must enable the Default Value, From Workspace, or From Script property. Refer to Using the Default Value property.

  • If a mask was specified for the custom field when it was created, you can view the mask by clicking RNT Mask on the field’s Design tab on the ribbon. You cannot specify masks for custom fields when you place them on the design space. Refer to About Custom Fields.

  • If you add a custom field that was configured to be required when it was created, the field’s required property will be enabled on the design space by default. However, you can disable the field’s required property if you do not want to require the field. Refer to Setting hidden, required, and read-only properties.

Note: Custom field properties defined on the editor affect field behavior only on the workspace or script you are editing. Properties affecting the behavior of custom fields on the customer portal are defined on the Custom Fields editor and are not affected by field properties set in a workspace or script.

Using the Default Value property

When you edit a workspace or script, you can set a default value for some fields on the workspace.

When a staff member creates a new record using the workspace or script, the field is automatically populated with the default value that you select.

The default value is applied only to new records created in the workspace or script. Records created from other channels, such as the Ask a Question page, are not impacted.

In addition to the Default Value property, there are a few other methods by which values can be set. When configuring your business processes in Oracle Service Cloud, carefully consider the following order in which these defaults are applied.

Procedure
  1. Values defined by Oracle Service Cloud itself, as described by the Data Dictionary.

  2. Values applied by the workspace Default Value property.

  3. Values applied when creating a record for a contact selected in a report.

  4. Values applied from entering information in a search filter, such as when searching for a contact that is not found, then creating a new contact.

  5. Values applied by rules triggered when the editor loads. Staff members with appropriate permission can change a field’s default value. For example, if you have a group of agents that generally handles incidents for a certain product, you can create an incident workspace that has a default product specified for the Product field. As a result, all incidents that the group creates will initially be set to the default product. However, if they need to associate a different product (and they have appropriate permissions), they can change the field to a different value.

Enable the Default Value property and set a default value for a field

When you add a field to the design space that can have a default value, the field’s Default Value From Workspace property is initially disabled and must be enabled before you can define a default value.

Procedure
  1. From the open workspace or script, select a field on the design space.

  2. Click the Design tab and click Default Value.

    Note: You will see Default Value only if the selected field accepts default values from the workspace.

  3. Select From Workspace or From Script to enable the Default Value property. A check displays next to the property that you have enabled.

  4. Click the field you want to add the default value to. Editing options are displayed according to the field type. For example, you can type text directly into a text field on the design space or select from a drop-down menu on a menu field.

  5. Click Save to save your changes.

Setting hidden, required, and read-only properties

You can apply Read Only, Required, and Hidden properties to many of the items you add to a workspace or script.

  • Read Only—Read Only items are displayed to agents, but agents cannot change the values in the fields or controls. This property is not available for multi-edit workspaces.

  • Required—Required items are displayed to agents. When agents use the workspace or script to edit a record, they are required to enter a value for the field in order to save the record.

  • Hidden—Hidden items are not displayed to agents.

When you set any of these properties, you can choose when the property should be applied to the item. You can choose to apply the property only when the workspace or script is used to create a record, only when it is used to open an existing record, or both.

Note: Multi-edit workspaces do not include the option to apply the Required or Hidden properties when creating new records, since these workspaces are not used when creating records.

You can also apply these properties to the item on a per-profile basis, allowing you to use the same workspace or script for several profiles if you want different profiles to have different settings for these properties. For example, you can create a workspace that includes fields showing contacts’ phone numbers and addresses. You can then set the fields’ Hidden properties by profile so the fields are shown to staff members with one profile, but are not visible to staff members with a different profile.

Set the Read Only property

This procedure uses the Read Only property as an example, but applies to the Hidden and Required properties as well.

Procedure
  1. From the open workspace, select the item you want to make read-only.

  2. Click the Design tab and click Read Only.

  3. To make the item read-only for all profiles when creating a new record, select On New.

  4. To make the item read-only for all profiles when opening an existing record, select On Open.

  5. To make the item read-only on a per-profile basis, select Profile Based. The profile selection window opens.

    1. Select the check boxes in the On New column next to the profiles you want to apply the property to. Profiles you select will have read-only access to the item when staff members with the profile use the workspace or script to create a new record.

    2. Select the check boxes in the On Open column next to the profiles you want to apply the property to. Profiles you select will have read-only access to the item when staff members with the profile use the workspace or script to open an existing record.

  6. Click OK to close the profile selection window.

  7. Click Save to save your changes.

Setting hidden and read-only properties for required fields

You can set the Hidden and Read Only properties for required fields when the combination of properties does not prevent a required field from being set. However, attempting to set certain combinations of the Hidden and Read Only properties on required items is not allowed.

When setting these properties for required fields, you should consider the following limitations.

  • Standard fields that are required for a workspace, such as the Contact field on incident workspaces, cannot have their Required properties disabled or Read Only properties enabled for new records.

  • If you set a field’s property to Read Only for new records, you cannot also enable the field’s Required property for new records.

  • If you set a field to be hidden when creating a record, you cannot also enable the field’s Required property when creating a record.

  • If you set a field to be required when opening a record, you can set the Hidden property for that field to any value.

  • If you set a field to be required when creating a record, you can enable the Hidden property when opening an existing record.

  • If you set a field to always be required, you can enable the Hidden property when opening an existing record.

  • If you set a field to always be required, you can enable the Hidden property when creating a record if you also set a default value for the field on the design space. Refer to Using the Default Value property.

Design property descriptions

When editing fields or controls that you add to a workspace or script, you can adjust different properties depending on the element you select. When you add one of these items to the design space, you can select it and then edit its properties using the options available on the ribbon’s Design tab.

The options on the Design tab are organized by groups and described in the following sections. Not all groups are available for all elements on workspaces or scripts.

Note: For the sake of simplicity, descriptions that refer to fields may also apply to controls and relationship items.
Selected Object properties

The following table describes the properties on the Selected Object group. The options in this group let you select the element to edit and delete. Options for tab controls are also available here.

Table Selected Object Properties

Property Description

Current Selection

This field shows the name of the item currently selected on the design space.

Click this drop-down menu to view a tree listing the fields and controls currently on the design space. You can select items from the tree to edit them using the options on the Design tab.

Show Details

Click this button to display a list of the selected item’s properties and corresponding values.

Delete

Click this button to delete the item currently selected on the design space.

Add Tab

Click this button to add a tab. This button displays only when a tab set is selected.

Add Tab After

Click this button to add a new tab after the tab that is currently selected.

Add Tab Before

Click this button to add a new tab before the tab that is currently selected.

Move Left

Click this button to move the tab that is currently selected one position to the left.

Move Right

Click this button to move the tab that is currently selected one position to the right.

Tab Indexes

Click this button to define the order in which the fields and controls on the currently selected tab can be tabbed through using the keyboard’s Tab key.

Set Child Tab Indexes from Top to Bottom

Select this option to start the tabbing sequence with the upper left item on the selected tab, proceed down to the end of the column, continue at the top of the next column, and so on, ending with the item at the lower right.

Set Child Tab Indexes from Left to Right

Select this option to start the tabbing sequence with the upper left item on the selected tab, proceed across to the end of the row, continue at the left of the next row, and so on, ending with the item at the lower right.

Behavior properties

The following table describes the properties on the Behavior group. The options in this group let you modify read-only, required, and hidden properties for the selected element. You can also change the tab order of the selected element.