1Core Features

Getting Started for Administrators

Auto Upgrade Program

The Auto Upgrade Program is for organizations that want the latest version of Oracle Service Cloud by upgrading to each new quarterly release.

By upgrading automatically, you get access to the latest features of Oracle Service Cloud while streamlining the upgrade process.

Sites that use standard product functionality and configuration options qualify for the Auto Upgrade Program. Sites that use customizations can qualify for the Auto Upgrade Program if the custom capability is built within the Connect APIs. To see if your site qualifies, contact your Oracle technical migration manager or account manager for a review of your implementation.

After your site is enrolled in the Auto Upgrade Program, an upgrade will be initiated for the site each quarter. An upgrade site and cutover date will be automatically generated, with notifications to your organization sent through an incident generated on our support site. The upgrade site will be available for you to test before cutover. You can change the upgrade cutover date if necessary. Any questions or problems during testing can be reported to customer support, which will be available to assist you during each upgrade cycle.

Starting with the May 2014 release, new sites are automatically enrolled in the Auto Upgrade Program. For more information, refer to Answer ID 6409 on our support site.

After your site is enrolled in the AUP, an upgrade will be initiated for the site each quarter. Prior to an upgrade, be sure to review all Oracle Service Cloud upgrade documentation including release notes, the Upgrade Guide, Workstation Specifications, and System Requirements. The process is as follows:

  1. An email will be sent alerting you to General Availability of the new Oracle Service Cloud version. All notifications are sent to your organization contacts who have opted into AUP messaging via https://cx.rightnow.com/app/account/profile.

  2. A reminder notification will be sent after General Availability indicating that the Auto Upgrade cycle will be starting soon and a date for the start of the upgrade cycle will be provided.

  3. Your upgrade site will be created and a notification sent which contains the cutover date and upgrade site URLs. Your site is now locked into this version and must upgrade to this version. The cutover date is automatically set two weeks in the future.

  4. Your organization conducts acceptance testing on the upgrade site. Report questions or problems to Oracle Technical Support via http://cx.righthnow.com/app/ask. If you have any outstanding projects that will conflict with the upgrade, you can reschedule the cutover date or time as desired at https://hms.custhelp.com.

  5. Your site is upgraded to the new version of Oracle Service Cloud. Site downtime is typically five to fifteen minutes. A notification is sent to confirm the start and completion of cutover.

A few notes to consider when using the Auto Upgrade Program:

  • Support for service requests submitted during the upgrade cycle will be subject to the normal service level targets specified for your organization and service request severity.

  • Oracle customers are responsible for addressing deprecations within their site before the deprecated capability is removed and the site’s readiness to upgrade is lost. Deprecations are described in Answer ID 5974.

  • The Auto Upgrade Program does not override any other existing contractual agreements between your organization and Oracle.

  • If you have any questions or concerns about the Auto Upgrade Program, please contact Auto Upgrade Program management at maup_upgrade@mailca.custhelp.com.

Download the Oracle Service Cloud client and log in

Oracle Service Cloud, the customer experience suite, delivers comprehensive customer experience applications that drive revenue, increase efficiency, and build loyalty.

Once you download Oracle Service Cloud, all of the necessary components are automatically installed so you can begin configuring and customizing your application immediately. However, before you get started, you will want to review the system requirements and the environmental configuration information in Answer ID 31.

Note: Cookies must be enabled on your workstation in order to work in the application.

Procedure

  1. Open your web browser and navigate to http://your_site.custhelp.com/cgi-bin/your_interface.cfg/php/ admin/launch.php.

  2. Click Install Oracle Service Cloud. A security message warns you that the application should not be installed unless you know that it is from a trusted source.

  3. Click Install. Once Oracle Service Cloud downloads to your workstation, the Login window opens.

  4. To view all deployment files and processes, click View Log File. You can configure several login options for your application, including login help and Login window customizations. Other login options can help you control and track login behavior. See Configuring Login Help.

  5. Type administrator in the Username field. You must enter this user name the first time.

  6. Type the password assigned when your site was created. After logging in the first time, you must change your password. Refer to Change your password.

    User names and passwords are case sensitive. Keep this in mind as you add staff accounts. Refer to Managing staff accounts.

    Tip: The Interface field displays the name of the interface from which you launched the installer. This drop-down menu will also contain the names of any additional interfaces you install for this site, beginning with the first interface installed.

  7. Click Login. The Service Console opens after the system updates and loads all necessary support files.

Initial setup

Before you get started, it’s important to understand how navigation sets, profiles, and staff accounts work together as you initially configure your application.

The administrator login you used to download Oracle Service Cloud is a special account, meaning it is not a defined staff account and has no profile or navigation set associated with it. Consequently, your access to functionality is limited to the Analytics explorers, the administrator’s notifications, and a default configuration list. This list contains essential items for initially configuring your application so your staff can begin working.

Navigation sets, profiles, and staff accounts

No staff members can work in your application without a navigation set. Navigation sets control the navigation lists and buttons that staff members see on the console’s navigation pane.

You can create unique navigation sets for staff members who have any combination of responsibilities, such as working with incidents, maintaining answers in your knowledge base, and creating mailings and surveys.

Staff members must also be associated with a profile to give them permission to add and edit reports, records, and other items. You can create as many profiles as you need based on the areas that staff members will work in and the functionality they need to access. When you create profiles, you must assign a default navigation set to each profile.

The final element all staff members need is a staff account, which contains the login information they’ll need to access the application.

Configure the initial setup for your staff in this order.

Note: It’s important to consider the security of your site when granting staff members permissions. Refer to administration interface for information about protecting your site when assigning staff member profile permissions. To learn how you can develop a security plan that fits the needs of your organization, see Developing a Security Plan.

Procedure

  1. Create navigation sets consisting of navigation buttons and their associated navigation lists.

  2. Create profiles and assign a navigation set to each profile.

  3. Create a staff account for each staff member and assign a profile to each staff account. Since you need access to all functionality, the first navigation set and profile you’ll create is your own (see Create a navigation set for the administrator). Then, add a staff account for yourself and begin using your new login information.

    Tip: If you intend to use custom workspaces instead of the default standard workspaces, you might want to create your custom workspaces before creating profiles, since you assign the workspaces staff members use in their profiles. However, if you decide to create your profiles and staff accounts first, you can always update profiles later with the custom workspaces. Refer to Quick Access toolbar.

Determining the functionality your organization needs

In order to configure your application with all the functionality your organization needs, it makes sense to identify those needs before creating your own navigation set.

While you can update any navigation set after you create it, we recommend doing it beforehand to save time and work.

Answers to the following questions can help determine what additional functionality beyond the defaults you want to use. If you answer Yes to any question, contact your Oracle account manager to enable the product or component.

Procedure

  1. Do you plan to use Oracle RightNow Outreach Cloud Service (Outreach) to communicate with your customers through mailings and campaigns and Oracle RightNow Feedback Cloud Service (Feedback) to survey your customers and prospects? If Yes, enable Outreach and Feedback. Refer to Outreach Mailings: Overview, Outreach Campaigns: Overview, and Feedback Surveys: Overview.

  2. Do you want your sales staff to be able to manage and track all opportunity and related organization and contact information, and track quote interactions sent to customers and prospects? If Yes, enable Oracle RightNow Opportunity Tracking Cloud Service (Opportunity Tracking). Refer to Opportunities: Overview and Managing quotes.

  3. Do you want your customers to interact with one another and your staff from a single location? If Yes, leverage the peer-to-peer support using Community Self Service in Oracle RightNow Customer Portal Cloud Service. Refer to Community Self Service: Overview.

  4. Do you want your staff to be able to monitor conversations taking place on the social web regarding your organization and its products and services? If Yes, enable Oracle RightNow Social Monitor Cloud Service (Social Monitor). Refer to Social Monitor: Overview. Those products that are not enabled by default, Outreach and Opportunity Tracking, must be enabled in order for certain items to appear in the default list of configuration items for the administrator special account. For instance, if you want tracked link categories and the external suppression list to appear in your list of configuration items, contact your Oracle account manager to enable Outreach before you start this procedure. Likewise, if you want the product catalog, price schedules, strategies, quote templates, territories, and sales periods in your list of configuration items, Opportunity Tracking must be enabled. If you create navigation sets before Outreach and Opportunity Tracking are enabled, you will have to manually add those items to the list of configuration items for the Configuration button once the products are enabled.

    Additionally, Feedback is not enabled by default, and while there are no configuration items associated with Feedback, it must be enabled in order to access the Surveys and Questions explorers and create questions and surveys.

Create a navigation set for the administrator

Your navigation set must contain all the navigation buttons you want to access. For instance, if you want to add and edit incidents, add the Incidents button to your navigation set and select the reports you want associated with this button. Your navigation set will also include the Configuration button, which will contain the configuration items you’ll need to configure and customize your application.

We focus on adding items to the Configuration button in this procedure, but the same steps apply when adding reports and other items to any navigation button you want in your navigation set. See Creating navigation sets.

Procedure

  1. Log in to your application using the special administrator account.

  2. Click Configuration on the navigation pane. The default list of configuration items displays.

  3. Click Application Appearance, and then double-click Navigation Sets. The Navigation Sets explorer opens.

  4. Click New. The Navigation Sets editor opens.

    Notice that File Menu displays first in the list. While this is not a navigation button, it is part of every navigation set, and you can configure it with the items you want to be able to create from the file menu (accessed by clicking File next to the Home tab on the ribbon).

    Keep in mind, however, that you must also have the corresponding permission in your profile for every item or record type you add to this menu. See Configure the file menu.

  5. On the content pane, scroll and select Configuration in the list of buttons. The folders display containing default configuration items associated with the Configuration button for the administrator special account.

  6. Expand each folder to view its items. File Menu will always appear first in the list, but since it isn’t a button that appears on the navigation pane, you can move the Configuration button under the File Menu and it will appear first on the navigation pane. Just click the button in the top portion and then click Move Up to position it where you want it in the list.

  7. On the left side of the content pane, click the plus sign next to Components to expand the list of configuration items.

    1. Expand the Common and Service subfolders. Items appear in alphabetical order.

      Note that Outreach and Opportunity Tracking folders don’t appear in the default list. In order for them to appear, they need to be enabled before you create your navigation set. Contact your Oracle account manager.

      The following table describes the default folders and items associated with the Configuration button.

      Table Default Configuration Items in a New Navigation Set

      Folder/Configuration Item Description
      Staff Management This folder contains options to configure your application for profiles, staff accounts, and password requirements.
      Staff Accounts by Group This report lists your organization’s staff accounts by group. Refer to Add or edit a staff account.

      When you access any report in this folder, you can double-click a staff account (or profile in the Profiles report) to open it or select one and click Open. You can also click New to add a staff account or profile, depending on the active report.

      Staff Accounts by Manager This report lists staff accounts by manager.
      Staff Accounts by Profile This report lists staff accounts by profile.
      Logged In Staff Accounts This report lists the staff members who are currently logged in. You can use this report to manage your desktop user sessions. Refer to Manually log out a staff member.
      Profiles This report lists all profiles in your application. From this report you can add profiles that define the permissions staff members need to configure areas in your application and work with reports, records, and components. Refer to Customizing profiles.
      Password Configuration Define requirements for password expiration, number of invalid logins allowed, and password length for staff accounts. Refer to Configuring staff member passwords.
      Tip: If you intend to require staff members to have a password to log in to the application, you must configure your organization’s password requirements before adding staff accounts.
      Application Appearance This folder contains options to customize the information that is displayed to staff members, determine what navigation buttons and navigation lists staff members can access, create images for workspaces, and customize your application with tools to ensure that your knowledge base contains accurate and consistent data.
      Workspaces Create custom workspaces to define the way fields, tabs, buttons, and reports display on the content pane when working with records (answers, assets, contacts, incidents, opportunities, organizations, and tasks) and when working in Oracle RightNow Chat Cloud Service (Chat). You can also create custom workspaces for the Quote, Quote Product, and Service Opportunity windows. See Quick Access toolbar.
      Client Workflow Images Create images to use in workspaces and in questions for guided assistance. Refer to About Analytics Explorers.
      Navigation Sets Create navigation sets containing the navigation buttons and associated navigation lists staff members can access. Refer to Creating navigation sets.
      Customizable Menus Create menu items to keep your knowledge base organized and up-to-date. Refer to About Customizable Menus.

      By default, the Customizable Menus tree contains a System Menus folder, consisting of default menu items, and a Custom Menus folder, which will contain the menu-only custom objects you create. If you disable the custom objects feature before creating your navigation set, the tree will not contain any folders and only the default menu items will be listed in the tree. See Creating menu-only custom objects.

      System Menus Customize any of the following default menu items in this folder.

      When Opportunity Tracking and Chat are enabled, this list will also contain the following items.

      • Opportunity Tracking—Competitors, Contact Roles, Industry Types, Lead Rejection Types, Opportunity Statuses, and Win/Loss Reasons

      • Chat—Chat Agent Statuses and Chat Queues

      • Answer Access Levels

      Add custom answer access levels to control what information is visible to staff members and customers on each interface. The two default answer access levels are Help and Everyone. See Add or edit an answer access level.
      • Answer Statuses

      Add custom answer statuses to control which public answers are visible to customers and staff members. The four default answer statuses are Private, Proposed, Public, and Review. See Add or edit an answer status.
      • Asset Statuses

      Add custom asset statuses to more accurately represent the status of assets (products and services) registered and tracked in your application. The default asset statuses are Active, Retired, and Unregistered. See Add or edit an asset status.
      • Billable Tasks

      Add billable tasks so you can record the time agents spend working on incidents. The default billable task is Miscellaneous. See Add or edit a billable task.
      • Channel Types

      Configure your application so you can store your contacts’ Twitter, YouTube, and Facebook user names in their contact record. When user names are available, incidents created from these channels are associated with the appropriate contact, giving agents a more complete understanding of all incidents submitted by each contact. See Channels: Overview.
      • Contact Types

      Add contact types to organize the contacts in your knowledge base into classifications, such as a contact’s position or function with respect to your organization. See Add or edit a contact type.
      • Incident Queues

      Add incident queues to automatically route incoming incidents when used with business rules. Adding incident queues lets you also control which incidents agents work on, the order incidents are worked on, and how many incidents agents can have in their inbox at one time. See Add or edit an incident queue.
      • Incident Severities

      Add incident severity levels to record the importance or urgency of individual incidents. See Add or edit an incident severity level.
      • Incident Statuses

      Add custom incident statuses to show a more complete representation of the state of incidents in your knowledge base. The four default incident statuses are Solved, Unresolved, Updated, and Waiting. See Add or edit an incident status.
      • Organization Address Types

      Add organization address types to store multiple addresses for the organizations in your knowledge base. The default address types are Billing and Shipping. See Add or edit an organization address type.
      Custom Menus While this folder is initially empty, it will contain any menu-only custom objects you define for your application. Using menu-only custom objects, you can store options for populating menu fields in other custom objects. You can then use the same menu lists to populate menu fields in multiple custom objects. See Creating menu-only custom objects.
      Site Configuration This folder contains options to configure and customize all elements of your interfaces.
      Interfaces Change the display name of the interface (see Change the interface display name) and identify the answers report that displays on your customer portal (see Answer details page: Overview).

      When Chat is enabled, the ribbon on the Interfaces editor contains a Chat Hours button for setting the hours your agents are available to chat with customers. See Chat Configuration.

      Message Templates Customize your Oracle RightNow Cloud Service (Service) email, including messages used in administrator notifications and emails and in contact emails. You can also standardize the look and feel of all your outgoing email to present a unified image to your customers. See Working with the Message Templates editor.
      Contact Password Configuration Set requirements, such as minimum password length and the maximum number of character repetitions and occurrences allowed, to strengthen customer passwords when accessing your customer portal. See Configuring Oracle Service Cloud for the customer portal.
      Mailboxes Add Service and Outreach mailboxes (when Outreach is enabled) and customize mailbox settings. You can configure both outgoing and incoming email options. See S/MIMEpublic certificateprivate keyS/MIME.

      If Oracle has added an Oracle-managed Service mailbox for your application, you can edit some of the settings associated with this mailbox, while other settings are read-only. See Edit an Oracle-managed Service mailbox.

      Distribution Lists Add mailing lists consisting of non-staff members’ email addresses. See staff accounts. Distribution lists can also be used to schedule and send reports. See Report Management.
      Rules Configure your application with business rules to automate workflow and handle routine tasks. See Creating rule bases.
      Configuration Settings Customize configuration settings for each interface. See cross tab rollup.

      When you change a configuration setting, you must log out and log back in for the change to take effect.

      Message Bases Customize the headings, labels, and text on the administration interface and your customer portal. See Customizing message bases.
      File Manager Modify Chat images, custom scripts, wordlist files, dictionary files, and certificate directories. See Manage files with the File Manager.
      Add-In Manager Upload add-ins and allow access to individual add-ins for each profile and interface. See Install a new add-in.
      Logs View the error log, info log, security log, and the external search log. You can also access the rule log from this option. See Viewing log files.
      Process Designer Create custom processes (object event handlers) that run when events occur on objects in Oracle Service Cloud. See Accessing the process designer.
      Internationalization This folder contains an option to configure your application with the countries in which you do business.
      Countries Add countries and provinces to maintain accurate address information for the organizations and contacts in your knowledge base. See Add or edit a country or province.
      Service This folder contains configuration options specific to Service.
      Knowledge Base Configure options so search results are more effective for customers when searching for answers and to broaden the scope of search capabilities for both customers and staff.
      External Search Configuration Configure the Web Indexer to index and search documents that are not part of your knowledge base (for example, web pages and entire websites). See Web Indexer: Overview.
      Answer Stopwords View or change the list of stopwords for answers that will be excluded from indexing and searching. See Configuring Oracle Service Cloud for the customer portal.
      Search Priority Words Create words that are associated with a public answer or a web document that will always display when the word is included in the search text. Refer to Configuring Oracle Service Cloud for the customer portal.
      Topic Browse Test the cluster groups for the Browse search method or schedule clustering for the next run of the Agedatabase utility.
      Incident Stopwords View or change the list of stopwords for incidents that will be excluded from indexing and searching. See Add or edit an incident stopword.
      Service Level Agreements Track the effectiveness of your customer service and control the service and support you provide to your customers.
      Response Requirements Define the time (in minutes) that agents have to initially respond to incidents and the time (in minutes) allowed to solve incidents. By defining response requirements, you can monitor how agents are meeting your organization’s service goals. See Service Level Agreements.
      Service Level Agreements Create SLAs (service level agreements) to assign to the contacts and organizations in your knowledge base. You choose the duration of each SLA, the number of incidents that can be submitted through the SLA, and the response requirements based on the support you want to offer customers. See Service Level Agreements.
      Holidays Add all the holidays your organization observes, per interface. Response requirements, including any custom response requirements you have created, are suspended during holidays. See Service Level Agreements.
      Products/Categories/Dispositions Add service products and categories to group the answers and incidents in your knowledge base. You can add products and categories to each interface you have configured as well as add additional levels of products (sub-products) and categories (sub-categories).

      Add dispositions to record how incidents were resolved (what was done for the status to change to Solved). You can add up to six levels of dispositions and require that agents select a disposition before an incident’s status can change to Solved.

      Link products to categories and products to dispositions so that only the categories and dispositions that have been linked to a product appear when the product is selected on the administration interface or your customer portal.

      Refer to Adding and editing products, categories, and dispositions and Product linking.

      Standard Text Define text and responses for agents to insert when responding to incidents or engaged in chat sessions, or to add as a business rule action. When you define standard text, you designate where it will be available to staff: Incident Text and Rule Text. See Content Library: Overview.

      When Chat is enabled, Chat Text and Chat URL options are also available.

      Variables Define shortcuts instead of entering long strings of text. Variables can be inserted in the Question and Answer fields of answers or inline when responding to customers during a chat. When customers view the answer or receive a response from an agent during a chat, the variable is replaced with the value you define. See Content Library: Overview.
      Channels Customize all the channels customers use to communicate with your organization, including the standard channels through which incidents are created (Service Email, Outreach Email, Phone, Fax, Post, Service Web, Outreach Web, Chat, and Email) as well as the social channels (Twitter, YouTube, RSS, and Facebook). You can also create custom channels for RSS, and Facebook. The remaining standard and social channels can be edited, including updating their name and disabling them. See Channels: Overview.

      Social Monitor must be enabled in order to monitor the social channels.

      Channel Accounts Configure your application so staff members can respond to contacts through Facebook or Twitter. Without a channel account, your staff can respond only through email. See Channels: Overview.

      Social Monitor must be enabled in order to create a channel account for communities.

      Database This folder contains options to add and update items in your database to ensure the information is complete and up-to-date.
      Data Dictionary View a list of all the tables in the Oracle database and all columns in each table. Refer to View the data dictionary.
      Custom Fields Gather additional information about answers, contacts, incidents, opportunities, organizations, quotes, sales products, staff accounts, and tasks. See Adding and editing custom fields.
      Object Designer Create custom objects in order to integrate your organization’s data with Oracle Service Cloud. You can manage and report on the data in the same way you manage and report on incidents, answers, contacts, tasks, and other standard objects. See Creating custom objects.

      If you disable the custom objects feature before creating your navigation set, the Object Designer will not display in the default list.

      Incident Thread Type Correction Convert an incident response thread into a note thread. Note threads are never seen by customers in their incident responses. Refer to Convert a response thread.
      Data Import Templates Add data import templates to map columns in a CSV file to columns in your database. You can then skip the column mapping process when uploading records from a CSV file with the same column ordering. See Add or edit a data import template.
      Data Import Wizard Upload multiple records using the Data Import Wizard. See CSVassets.
      Email Address Sharing Enable email address sharing so a group of related contacts (such as a family or a team) can maintain individual contact records while sharing one email address. See customer portal.

  8. Select the configuration item and click Add. You can also drag the item and place it where you want it in the list or double-click the item.

    1. To add more than one item at the same time, press Ctrl while selecting each item and click Add.

    2. To search for a specific item to add, click Find in List. This feature also locates items in folders that aren’t expanded.

  9. To set an item as the default for the configuration list, right-click it and select Set As Default. The item you set as the default will automatically open on the content pane when the configuration list displays when you log in.

  10. To remove an item from the configuration list, select it and click Remove.

  11. To group your items into more categories than currently exist in the configuration list, click New Folder.

    1. Type the name of the folder.

    2. Drag items to the folder.

  12. To rename a folder, including one of the default folders, right-click it and select Rename. Then type a new name.

  13. To move an item in the list, select it and click Move Up or Move Down, or drag it where you want it in the list.

  14. To create a navigation list for each type of record and item that you want to be available in your navigation set (such as answers, incidents, contacts, and organizations), repeat the previous steps. The check box next to each button is selected by default. To remove a button from your navigation set, just clear its check box.

  15. To add items to the file menu so you can use this shortcut to add records and items to the knowledge base, scroll to the top of your list and select File Menu. See Configure the file menu.

  16. Click Save. The Save As window opens.

  17. Type a name for the navigation set in the Navigation Set Name field and click OK.

Next, create a profile with full administration permissions and associate your navigation set with this profile. Then add your staff account assigned to the full access profile. Thereafter, use your staff account information (name entered in the Username field and password, if you define one) to log in. Refer to Customizing profiles and Managing staff accounts.

Tip: There’s another way to customize your configuration list or any navigation list after you create your navigation set. With the Customize Navigation Sets permission in your profile, you can add items to a list directly from the navigation pane (by clicking the Gear button in the Configuration list). When you add items this way, you are changing only your lists, not the original navigation set. See profilenavigation set. To examine the implications of customizing your navigation set from the navigation pane, refer to Customizing navigation sets.

Optional configuration items

There are several optional configuration items you may want to enable.

Although Oracle Service Cloud contains a default configuration list for the special administrator account, there are more items you can add to your configuration list depending on what functionality you want. However, the majority of the items won’t be available for you to add until the associated product or component is enabled. Contact your Oracle account manager to enable products and components listed in this section.

The following table describes the items that display under Components once their associated product or component is enabled. The alphabetical list is organized in folders: Analytics, Audiences, Common, Content Library, Feedback, Opportunity Tracking, Outreach, and Service items. Unless specifically noted, all items appear in the default configuration list if you enable the product or component before creating a navigation set. Otherwise, you must manually add the item to your configuration list.

Table Additional Configuration Items in the Components List

Folder/Item Description
Analytics The Analytics folder contains all Analytics explorers and the Report Management item.

The Analytics explorers are available to you with your special administrator account from the Analytics button on the navigation pane. In addition, the Analytics navigation button is part of new navigation sets, and you can add any Analytics explorers to this button for your own navigation set or any of the other navigation sets you create. Refer to Creating navigation sets.

Explorers Analytics explorers include Chart Styles, Color Schemes, Images, Reports, Styles, and Text Fields.
Report Management Manage reports more easily and gain insight into where and how reports are being used in your application. Using the Report Management item, you can identify certain types of reports to help make system and report maintenance easier.

This item does not have to be enabled, but you must manually add it to your navigation set. You can add it to the Analytics button, the Configuration button, or any other navigation button.

Audiences The following configuration items appear in the Audiences folder after you enable Outreach and Feedback.
Contact Lists Explorer Add the Contact Lists explorer to a navigation list in order to access and create static lists of contacts for use in mailings and surveys. You must manually add this explorer to one of your navigation lists or the configuration list. See Audiences: Overview.
External Suppression List Add a list of email addresses that will be excluded from mailings.

The External Suppression List displays in the Outreach folder in the default configuration list if you enable Outreach before creating your navigation set.

Segments Explorer Add the Segments explorer to a navigation list in order to access and create dynamic lists of contacts for use in mailings and surveys. You must manually add this explorer to one of your navigation lists or the configuration list.
Common Common items apply to all products: Feedback, Opportunity Tracking, Outreach, and Service.
Access Control Add Access Control to a navigation list in order to define community users’ access to the community.
Currencies/Exchange Rates Add currencies for all the countries in which you do business and add exchange rates for each currency so your sales representatives have up-to-date rates when sending quotes to customers. See Add or edit a currency.

This item appears in the Internationalization folder in the default configuration list if you enable Opportunity Tracking before creating your navigation set.

Customer Portal Access the Customer Portal Administration site to perform administrative tasks, including staging and deploying your customer portal pages.

You must enable MOD_CP_DEVELOPMENT_ENABLED in Common/Oracle Products/Modules in order to make changes to your development site. If you do not enable this setting, you cannot make changes to your customer portal, and your customers will see the default reference implementation with no customization.

Engagement Engine Rules Create rules to give your organization greater control over where, when, and how proactive and reactive chats are provided to your customers.

Once this component is enabled, you must manually add it to your list of items for the Configuration button.

Language Skills Add language skills to your application so you can route incoming chats to the agent with the most appropriate skill set.

Chat and Smart Interaction Hub must be enabled before you can add this item to your configuration list. Contact your Oracle account manager.

Product Skills Add product skills to your application so you can route incoming chats to the agent with the most appropriate skill set.

Chat and Smart Interaction Hub must be enabled before you can add this item to your configuration list. Contact your Oracle account manager.

SA Auto Tuner Fine-tune SmartAssistant to provide more relevant results to your customers and help reduce the incidents submitted to your support site. In addition to improving incident deflection rates, information produced by the autotuning feature can be useful for refining the knowledge base and providing guidance to agents.

You must enable KF_SA_OPTIMIZATION_ENABLE and manually add this component to your list of items for the Configuration button.

Scripts Explorer Create scripts for workspaces that can contain fields and controls and branching logic to guide agents to different pages based on actions they take on a script page.

This item appears in the Application Appearance folder if you enable agent scripting before creating your navigation set.

Service Update Notifications View changes that have been made in this version that may affect your organization if you are upgrading from an earlier version. You can view compatibility exceptions and deprecations and make changes inline to help you track how service updates affect your site. Refer to Service update notifications.

This component does not have to be enabled, but you must manually add it to your list of items for the Configuration button.

Single Sign-On Configurations Administer single sign-on (SSO) integrations with external applications that reside outside Oracle Service Cloud. Single sign-on integrations let you use Oracle Service Cloud as an identity provider to store and authenticate customer credentials. After configuring an SSO service provider and application, staff members can then access the external application without being asked for their login credentials. Refer to Setting up single sign-on (SSO) using an external IdP.

This component does not have to be enabled, but you must manually add it to your list of items for the Configuration button.

Virtual Assistant Editor Route incoming chats to a simulated agent that uses knowledge base data to respond to customer questions. Virtual assistant chats can ease the volume of chats requiring an agent.

Your site must be integrated with Oracle RightNow Virtual Assistant Cloud Service in order to use a virtual assistant.

Workspaces/Workflows When the desktop workflow feature is enabled, Workspaces changes to Workspaces/Workflows in the Application Appearance folder. No action on your part is required. You can then create desktop workflows that can be used in place of a single workspace for each editor.
Content Library When Outreach or Feedback is enabled, this folder displays in the list of configuration items and contains Documents, File Attachments, Snippets, Templates, and Tracked Links explorers. You’ll use these explorers to access and manage mailings, campaigns, questions, surveys, audiences, and content library items (documents, file attachments, snippets, templates, and tracked links).

The Content Library navigation button also appears in a new navigation set when Outreach or Feedback is enabled, and you can add these explorers to the Content Library button (or any other button in new navigation sets).

Feedback When Feedback is enabled, this folder displays in the list of configuration items and contains the Questions and Surveys explorers.

The Surveys navigation button also appears in a new navigation set when Feedback is enabled, and you can add these explorers to the Surveys button (or any other button in new navigation sets).

Opportunity Tracking The following items appear under Opportunity Tracking after Opportunity Tracking is enabled.
Price Schedules Add price schedules to assign to your sales products. You can add multiple price schedules for greater flexibility when sending quotes to customers. See Add or edit a price schedule.
Product Catalog Add your organization’s sales products for use with quotes in Opportunity Tracking and Offer Advisor in Service. See product catalog.
Promotions Add promotions to offer to customers and automatic recommendations based on customer attributes and purchase history. You can also add target rules, which define groups of customers called targets, for use in promotions and product suggestions.

Offer Advisor must be enabled before this item will be available. If enabled before you create your navigation set, Promotions will appear in the Opportunity Tracking folder in the default list for the special administrator account. If enabled after you create your navigation set, you will need to manually add it to your list.

Quote Templates Add quote templates and organize them into folders to automate and standardize quote generation.
Sales Periods Add sales periods to track how sales representatives are meeting their sales quotas.
Strategies Add strategies to track your sales processes. Also add the stages and tasks specific to each strategy.
Territories Add territories and assign each sales representative to a territory for opportunity assignments. You can add additional levels of territories (sub-territories) to cover all the geographical areas in which you do business.
Outreach The following configuration items appear in the Outreach folder after Outreach is enabled.
Campaigns Explorer The Campaigns explorer also displays in the Outreach folder.

The Campaigns navigation button appears in new navigation sets when Outreach is enabled, and you can add this explorer to the Campaigns navigation button (or any other navigation button).

Mailings Explorer The Mailings explorer also displays in the Outreach folder.

The Mailings navigation button appears in new navigation sets when Outreach is enabled, and you can add this explorer to the Mailings navigation button (or any other navigation button).

Tracked Link Categories Add tracked link categories to group and classify your tracked links so your staff can quickly find particular tracked links. You can also generate reports to evaluate their effectiveness.
Service Optional items in this folder apply to Service.
Archived Incidents Access outdated incidents that have been removed from your knowledge base.

This item does not have to be enabled, but you must manually add it to your list of items for the Configuration button.

Guided Assistance Explorer Configure your application with an alternate search method for agents to quickly find information when working with customers on the phone or when responding to an incident and for customers when searching for answers on your customer portal.

This item appears in the Service folder if you enable guided assistance before creating your navigation set.

Incident Thread Masking Automatically mask incident thread content that matches certain common patterns, such as credit card, social security, and telephone numbers. You can also define up to five custom patterns that will be masked from view when new thread entries are created.

Incident thread masking must be enabled for this item to be available. Once enabled, you can add it to your list of items for the Configuration button. Contact your Oracle account manager to enable incident thread masking.

Social Monitor Interact with your customers by searching social media services, create incidents in Service, and include social media in your Outreach and Feedback messages.

Social Monitor must be enabled for this item to be available. Once enabled, the Social Monitor button appears in a new navigation set, and you can add this item to the Social Monitor navigation button.

Note: Configuring your application so your staff can work in Oracle Service Cloud is an important first step in the setup process. Another important element is managing staff sessions for site security and desktop usage metering and licensing compliance. See Session Management and Login Controls to learn about your options.

Open a configuration item

Before you begin customizing your site, it’s a good idea to look at the key elements on the console from the perspective of customer service agents, sales representatives, and marketing personnel.

Procedure

  1. Click Configuration on the navigation pane. The configuration list displays.

  2. Double-click an item in the list. The item’s tree displays on the content pane.

    The tree displays the text and responses defined for your application. Some configuration items, including standard text, can be organized in folders. If the configuration item contains folders, as the standard text item does in our example, you can expand all of them by clicking the arrow in the tree.

    You can also add folders to custom fields across all products, variables in Service, and the product catalog and quote templates in Opportunity Tracking.

    Tip: Tabs on the content pane display all of the items you currently have open. When more than one item is open, just click a tab to return to that item or right-click a tab and select from the following options: Open in New Window, Close, Close All But This, and Close All. You can also press Ctrl+w or Ctrl+F4 to close the active tab or click Close (X) on any content pane tab. Refer to Close multiple records simultaneously.

    Right-click options differ for records in a workgroup. When you right-click the content pane tab of the primary record, your only option is to close all associated records in the workgroup. When you right-click an associated record that is the active tab, your options include Accept Changes, Cancel Changes, and Undock. Refer to Creating and using workgroups.

    On administration editors, you can undock any editor by clicking Undock on the active tab. This action opens the editor in a separate window and lets you move between the window and console without having to close the window first.

  3. To expand a single folder in the tree, click the arrow to expand the folder contents.

  4. To change the name of a folder, click the folder.

    To quickly locate an item in the tree, click the Search arrow. The search menu displays.

    You can search by whole word or case and also search the list from the bottom up. If your tree contains folders, results will return a folder matching the text you enter. Clicking Next returns any items within the folder that contain the search text.

  5. To edit one of the standard text entries, click it in the tree. The editor displays the fields for the standard text.

    1. Make any changes you want and click Save. This saves your changes and leaves the editor open.

    2. To save your changes and close the editor, click Save and Close.

    Note: If another staff member makes changes to the same entry and saves it before you save your changes, you will receive a message to refresh or reload the editor in order to view the most current data.

  6. To add a standard text entry, click New. Your new entry will appear in the active folder.

    You can access the following options from a configuration item’s tree and ribbon.

    Table Options from a Configuration Item’s Tree and Ribbon

    Action Description
    Add a folder Right-click in the tree and select New Folder or right-click a folder to add a subfolder.
    Add an item Click New. The editor opens.
    Delete folders and items To delete a folder, right-click it and select Delete. Be aware that when you delete a folder, all items in the folder are also deleted.

    To delete an item, select it and click Delete on the ribbon. The item is removed from the knowledge base.

    If the item you want to delete contains sub-items, you must delete the sub-items first. Sub-items can be added to those configuration items that offer additional levels of functionality. This includes products, categories, and dispositions in Service; tracked link categories in Outreach; and territories in Opportunity Tracking.

    Expand and collapse folders Click the arrow in the tree to expand all folders, and click it again to collapse them.

    To expand or collapse a single folder in the tree, click the arrow to expand or collapse the folder contents.

    Edit an item Click an item in the tree. The item’s information displays on the editor.
    Reorganize folders and items Drag an item and drop it in the new position. When you move a folder, all items in the folder also move. You can reorder within a folder or move items to another folder. You can also drop a folder onto another folder to create a hierarchy.
    Save folders and items To save a new folder or item or save changes to an existing item and remain on the editor, click Save.

    To save a new folder or item or save changes to an existing item and close the editor, click Save and Close.

    Search the tree Click the Search arrow to display a menu for searching folders and items.

Adding folders

Certain configuration items can be organized in folders (custom fields across all products, standard text and variables in Service, and the product catalog and quote templates in Opportunity Tracking).

Adding folders gives you more flexibility in organizing your data. For instance, you might want to add a folder for each type of sales product your organization sells or add folders to organize your quote templates by quote types. And once you add folders, you can move them in the tree to create the hierarchy you want.

Procedure

  1. Double-click the item in the configuration list. The item’s tree displays on the content pane.

  2. Right-click in the tree and select New Folder. The Folder editor opens and a New Folder entry appears in the tree.

  3. Type the folder name and press Enter. The new folder displays in the tree and the Label field on the editor populates with the name of the new folder.

    Tip: You can click Save or you can save the new folder and close the editor simultaneously by clicking Save and Close.

  4. To add a subfolder, right-click a folder and select New Folder.

Reordering items in the tree

In addition to adding folders to certain configuration items to better organize and group your data, you can also rearrange folders and items in the tree using drag-and-drop operations.

When you move a folder, all items in the folder also move. You can also drag a folder onto another folder to create an additional level in the hierarchy and reorder within a folder or move items to another folder.

Tip: Remember that you can also add subfolders by right-clicking a folder and selecting New Folder.

Getting Started for Users

Download Oracle Service Cloud and log in

No matter which channel you use to interact with customers, you need to quickly and accurately respond to them.

With Oracle Service Cloud, you have a variety of powerful tools to help ensure that every customer interaction is a positive experience.

Procedure

  1. Open your web browser and navigate to http://your_site.custhelp.com/cgi-bin/your_interface.cfg/php/admin/launch.php.

  2. Click Install Oracle Service Cloud. A security message warns you that the application should not be installed unless you know that it is from a trusted source.

    Note: If Oracle Service Cloud has been configured to use an external identity provider (IdP) for agent authentication, an additional button (Install Oracle Service Cloud–Internal Login) displays on the Launch page. Clicking this button opens the Oracle Service Cloud Login window without embedding the IdP’s login page. This lets accounts that do not have the SSO Login (SAML 2.0) profile permission log in without using the external IdP. Refer to Logging in to Oracle Service Cloud using external identity providers.

  3. Click Install.

    Once Oracle Service Cloud downloads to your workstation, the Login window opens. (This can take a few minutes.)
    This figure shows the Oracle Service Cloud Login window.

    To view all deployment files and processes, click View Log File.

    The Login window may look different from the one shown here if your administrator has customized it.

  4. If you need help logging in, for example, if you’ve forgotten your password, click Login Help.

  5. Type your user name in the Username field.

    Your user name and password are defined in your staff account and both are case sensitive.

    • If you attempt to log in to this application using the same user name and interface name as another staff member who is already logged in on a different workstation, and the cache files are stored in the same location for the two instances, you will receive a message that the application is already running and the subsequent session will not be started. However, if you are using the same user name and interface as another staff member, but the cache files are not stored in a shared location (in a non-virtualized environment), the cache files will not be overwritten and the second session will start, overriding and ending the first session.

    • If you attempt to log in to the same site you are already logged in to on the same workstation using the same user name and interface, or another staff member is already logged in on that workstation with the same user name and interface, the initial instance will be brought to focus and no message appears.

    • Although user names and passwords are case sensitive, two staff accounts with user names that are identical except for case cannot be logged in on the same workstation at the same time. If you attempt to do so, the Login window closes and the console for the first staff member logged in will be brought to focus and no message appears.

  6. If you have been assigned a password, type it in the Password field. (Passwords are optional in Oracle Service Cloud.) The Interface field displays the name of the interface you entered in step 1. The drop-down menu contains the names of any additional interfaces installed for this site, beginning with the first interface installed.

  7. Click Login. The Service Console opens after the system updates and loads all necessary support files.

    The application icon now appears in your system tray. Hover over the icon to view your site name.

    What displays when you initially log in depends on how your application is configured and what permissions have been assigned in your profile.

After downloading Oracle Service Cloud and logging in the first time, access your application from Start/All Programs/RightNow/your site name.

After logging in

Oracle Service Cloud is set up to automatically log you out after a specific period of inactivity on the console (by default, fifteen minutes).

Once your session expires, you will receive a Console Locked message, and you must re-enter your password to resume work without any loss of data.

If you choose to exit the application, all your unsaved work will be lost. In addition, after entering four incorrect passwords, you will be locked out of the console and must re-launch the application. Any unsaved work will be lost.

Note: If you log in through an identity provider (that is, using the single sign-on process), you will not have the opportunity to re-enter your password to continue working in the application. Any unsaved work will be lost.

Console overview

Whether you respond to incidents to answer customer questions, create and send mailings to contacts, or work opportunities and send quotes to customers, you can access everything you need from the Service Console (also called the agent desktop).

And while the interface is easy to navigate, we recommend that you take the time to learn about the key areas on the console and how to perform some basic tasks.

File menu

Click File on the ribbon to access a menu of options for working in your application.

The file menu is divided into two panels. The left panel contains content-dependent options at the top, meaning that the options you see depend on what is currently displayed on the content pane (for example, a Print option appears when a report is open). Below this section are global options, meaning they are constant and will always appear on the file menu no matter what is displayed on the content pane (Community, Links, Help, Add-In Logging, Options, and Exit). The panel on the right side of the menu contains shortcuts for adding records and items to the knowledge base.

The following options are available from the file menu.

Table File Menu

Section and Option Description
Content-dependent Options The top section on the left panel contains options for performing actions on what is displayed on the content pane. These options will change to reflect the active tab on the content pane.

You can add content-dependent options to the Quick Access toolbar. See ribbon.

Global Options This section on the left panel contains options for accessing other areas in the application. Global options display no matter what is displayed on the content pane.

You can also add global options to the Quick Access toolbar.

Community Select Community to access the following options.
Discussion Forum Select this option to participate in discussion forums with other customers.
Idea Lab Select this option to access a feedback forum where you and other customers can submit ideas, collaborate on development, vote for your favorite ideas, and see which ideas are being implemented.
Support Knowledge Base Select this option to search for answers on our support site, submit questions, and access your account information.
Documentation Select this option to access documentation for all Oracle Service Cloud products.
Tutorials Select this option to take any of our tutorials, which walk you through product functionality and features based on user personas (administrators, users, and sales representatives). You can choose tutorials for any supported release of Oracle Service Cloud.
Best Practices Select this option to explore our best practice guides to improve the customer experience you deliver.
Training Select this option to access the Oracle University website for information about training classes and available delivery channels.
Developer Resources Select this option to access our developer community to help you configure, manage, and extend Oracle Service Cloud beyond the enterprise.
Links Select Links and choose from the following options.
Oracle Service Cloud Interfaces Select this option to access any of the interfaces defined for your application and their associated Service Console and customer portal. (The link for the customer portal is called End-user.)
Office Integration Choose from the following options.
  • Install Outlook Integration—Select this option to install Outlook Email Sync, Outlook Contact Sync, and Outlook Task Sync.

  • Install Incident Reference Number Smart Tag—Select this option to install the Oracle Service Cloud SmartTag so you’ll be able to open incidents on the agent desktop from email messages in Microsoft Outlook.

Outlook integration must be enabled for these options to be available.

Oracle Service Cloud Customer Portal The Site Administration option lets you access the Customer Portal Administration site.

The development area must be enabled in order for this option to appear (MOD_CP_DEVELOPMENT_ENABLED at Common > Oracle Products > Modules).

  • Site Administration

Select this option to set a cookie for viewing the development pages or one of the other available page sets (production, staging, and reference implementation). From this option you can also create custom widgets and view documentation about all widgets.

Other functions include page set mapping, defining data fields, identifying framework and widget versions, viewing logs, and staging and deploying your customer portal.

You must also have customer portal permissions in your profile for this option to appear.

  • External Links

Select this option to access any custom links defined for your application. Custom links can include commonly used URLs or any website you may need to access.
Help Select Help to access the help contents, help index, help search, documentation and tutorials for all Oracle Service Cloud products, and product version information.

Context-sensitive help is available throughout the application when working with reports, records, editors, and explorers. (The context-sensitive Help button is located on the far right of the ribbon.)

Add-in Logging Select Add-in Logging to view the current or previous log file. See administratorsService Console.
Options Select Options to change your staff account settings, local settings, and password. You can also customize the content pane and navigation pane display, set tool windows visibility, and return tool windows to their default locations. See agent desktopstaff accountcontent panenavigation buttonsConfiguration button.
Exit Select Exit to log out of the application.
Create new items On the right panel is a list of all the records and items you can add to the knowledge base. The order of records and items in your list is selected by your administrator in your navigation set and the products and components that are enabled.

The options in this list are added to your navigation set for the file menu. If a record or item hasn’t been added, then it won’t appear in the list even if you have permission in your profile to create the record or item. Likewise, if your navigation set contains options to create records and items from the file menu, but you haven’t been assigned permissions in your profile, then those options will not appear in the list.

Dashboard (Ctrl+Shift+b) Select this option to create a dashboard. See Dashboards.
Report (Ctrl+Shift+r) Select this option to create a custom report. See output levelslinked reportsdata exceptionsvariablescomputed fields.
Image Select this option to create a report image. See About Analytics Explorers.
Style Select this option to create a report style. See About Analytics Explorers.
Chart Style Select this option to create a chart style. See About Analytics Explorers.
Color Scheme Select this option to create a color scheme. See About Analytics Explorers.
Text Field Select this option to create a text field to add to a custom report or dashboard. See About Analytics Explorers.
Contact (Ctrl+Shift+c) Select this option to add a contact. See knowledge base.
Organization (Ctrl+Shift+o) Select this option to add an organization. See Add an organization.
Task (Ctrl+Shift+t) Select this option to add a task. See Add a task.
Answer (Ctrl+Shift+a) Select this option to add an answer. See customer portalknowledge basevisibilityinterfaceSLAscustomer portalknowledge baseincidentsknowledge basenavigation panenavigation listcontent panecustomer portalknowledge baseSLArelated answerscustomer portalOracle RightNow Virtual Assistant Cloud Servicemodel questionsworkspacecontrol.
Incident (Ctrl+Shift+i) Select this option to add an incident. See Add an incident.
Asset (Ctrl+Shift+n) Select this option to add an asset. See Add or edit a sales product for asset management and product registration.
Opportunity (Ctrl+Shift+p) Select this option to add an opportunity. See Opportunities: Overview.
Campaign (Ctrl+Shift+g) Select this option to create a campaign. See Outreach Campaigns: Overview.
Surveys Select this option to create a survey or survey question. See Feedback Surveys: Overview and surveyssurveys.
Mailing (Ctrl+Shift+m) Select this option to create a mailing. See Outreach Mailings: Overview.
Audience Select this option to create a contact list or segment. See Audiences: Overview and Audiences: Overview.
Content Library Select this option to create a document, template, snippet, tracked link, or file. See documentstemplatestracked linkssnippets.
Guided Assistance Guide (Ctrl+Shift+e) Select this option to create a guide to assist staff members and customers in locating answers. See answerstext explanationsguidesincident and Find answers using guided assistance. Guided assistance must be enabled for this option to appear in the list and you must have permission in your profile to create guides.

Console ribbon

Next to the file menu is the ribbon, which displays on all reports, records, and explorers.

The ribbon consists of tabs and buttons for performing actions on an entire report, individual records in a report, or items in an explorer tree or list. Refer to content paneribbonribbon.

Tip: If nothing opens on the content pane when you log in, the ribbon will be empty. See navigation buttonsConfiguration button to define what opens on the content pane when you log in.

Navigation pane

On the left side of the console is a navigation pane containing Recent Items and Navigation tool windows.

There’s also a navigation pane on the right containing the Quick Search tool window, which you can use to search for any record or item in the knowledge base. Although this setup is part of the default configuration, the tool windows can be put in any order or displayed in separate, floating windows. Tool windows can also be removed from the console. Refer to Moving tool windows.

The following figure shows the default configuration for the left navigation pane. The Answers navigation list is the active list in this example, displayed by clicking Answers on the navigation pane.


This figure is described in the surrounding text. The following items have call-outs associated with them: Minimize icon, Customize List icon, Close icon, and the Navigation set buttons.

The majority of your work will begin on the left navigation pane where you can select the reports, records, and other items you need. At the top is Recent Items, which lists the records and items you have recently opened. Next is the Navigation tool window, which contains all of the navigation buttons in your navigation set.

Each record type (answers, assets, contacts, incidents, opportunities, organizations, and tasks) and component (such as analytics, campaigns, mailings, and surveys) has a corresponding navigation button. Your administrator has created a navigation set containing the navigation buttons you can access and assigned it to your profile. This determines the buttons and associated navigation lists that appear on the navigation pane. (Configuration may also be part of your navigation set if your administrator added it.)

Note: By default, the navigation list that appears when you log in will be the navigation list that was active when you logged out.

Navigation lists are organized in a tree and can contain any of the following items.

  • Folders—Folders are used to organize reports, dashboards, and other items in a navigation list.

  • Reports—Reports include records reports (answers, assets, contacts, incidents, opportunities, organizations, or tasks), standard reports, and custom reports.

  • Dashboards—Dashboards are any combination of individual reports shown together in one report on the content pane.

  • Explorers—Explorers display information on the content pane in hierarchical folders and are available for certain components and configuration items. Explorers can be added to any navigation list. Refer to Associate products and categories to an answer.

  • Miscellaneous itemsNotifications, archived incidents, and the social monitor component are just a few of the other items that can be placed in a navigation list.

Tool window buttons

The buttons next to each tool window title let you customize a single window or all windows. For instance, the top tool window on each navigation pane (both left and right in the default console configuration) contains a Minimize button, which collapses the navigation pane so all tool windows on that navigation pane run down the side of the console.


This figure is described in the surrounding text.

In this example, only the left navigation pane is collapsed. The right navigation pane, containing Quick Search, is maximized. To maximize the left navigation pane, click the right arrow at the top.

You can also close individual tool windows by clicking X (Close) next to a window title and customize the items in any navigation list and the Quick Search menu by clicking the Gear (Customize List) icon. Refer to profilenavigation set.

Moving tool windows

Being able to move tool windows gives you the flexibility to arrange your console to suit your own work preferences.

You might want all windows to remain on the navigation pane but want them in a different order. Or you might want to move all tool windows to the left or right navigation pane or to the status bar to create more space on the content pane. Plus, you can return the windows to their default locations at anytime. Click File and select Options > Reset Tool Windows or refer to staff account and select the Reset Local Settings check box.

In the default console configuration, Recent Items and Navigation display on the left navigation pane and Quick Search displays on the right.

When you drag a window to another area on the console, the content pane momentarily changes to light gray, the area where you can dock the window is highlighted in blue, and a docking area indicator displays. In the following example, we’re moving the Quick Search tool window to the left navigation pane.


This figure is described in the surrounding text.

Once you release your mouse, Quick Search is docked on the left navigation pane.


This figure is described in the surrounding text.

Using the same technique, you can move all tool windows to the status bar.


This figure shows all tool windows in the status bar after having been moved.

When a tool window is docked to the status bar, just click its button to display a full flyout. For the Quick Search tool window, the first docked filter displays on the button. Simply type an entry and click Search. If you want to change to another Quick Search report, click the arrow next to Search to display the full Quick Search menu.

Tip: To move a tool window from the status bar, move your pointer to the dotted divider line to the left of the tool window you want to move and drag it to its new location.
Selecting actions from a navigation or configuration list

Once you display the list you want, just double-click a report or other item to open it on the content pane. You can also right-click any item to select other actions. Be aware that certain actions require one or more profile permissions.

Table Available Actions from Navigation and Configuration Lists

Right-Click Available Actions
Report or Other Item Select from the following actions.
Open Select this action to open the report or item on the content pane.

This is the only right-click option available for configuration items.

Open in New Tab Select this action to open a second copy of a currently open report in a new tab on the content pane.

This action is available only when you right-click a report that is already open.

Queue Select this action to manually schedule the report to run in the background.
View Report Definition Select this action to view the report definition in a new window.
Edit Report Definition Select this action to edit the report. If you select this action for a standard report, the report does not open. Instead, the content pane displays options for creating a schedule to generate and distribute the report and for changing profile permissions for the report if your profile allows you to assign permissions. Also, a message displays at the top of the content pane telling you that this is a read-only report.

This action will not display if you do not have appropriate Analytics permissions in your profile.

The remaining right-click actions appear only if you have the Customize Navigation Sets permission in your profile.
Remove from List Select this action to remove the report or item from your navigation or configuration list. You will be prompted to confirm the removal.
Set as Default Select this action to set the report or item as the default for this list. Default items have Default appended to their name. When you right-click a default item, this option changes to Unset as Default.

The item you set as the default will automatically open on the content pane when the item’s navigation or configuration list displays when you log in. For information about the other options available when you log in, see navigation buttonsConfiguration button.

Folder Select from the following actions.

Folder options do not apply to the configuration list. However, folders can be renamed and removed from a configuration list on the Navigation Sets editor.

Rename Select this action to rename a folder in a navigation list.
Remove from List Select this action to remove a folder and all of its contents from the navigation list.

Reordering items

Using drag-and-drop functionality, you can reorder the items in your navigation and configuration lists.

You can also move a folder and its contents or move an item from one folder to another. You can reorder items from the navigation pane or from the Customize List window, described in profilenavigation set. Keep in mind, however, that you must have the Customize Navigation Sets permission in your profile to change the order of items in your lists.

Customizing navigation and configuration lists

If your profile lets you customize your navigation set, a Gear icon (Customize List) displays at the top of the Navigation tool window.

You can add any report or dashboard you have permission to run, search for items to add, search for a report or item to add, add multiple items at the same time, remove items, and rearrange items in your list. You can add items only from the Available Items list, not folders. (Folders do not apply to Quick Search reports.)

Add items to or remove items from a navigation or configuration list

This procedure customizes only your navigation list, not the navigation set assigned in your profile.

Procedure
  1. Display the list you want to change.

  2. Click the Gear icon. The Customize List window opens. The tree under Available Items on the left lists all the folders for the reports and components you have permission to access. The tree under Selected Items on the right displays the contents of your list.

  3. To add an item, expand the appropriate folder under Available Items.

    1. Select the item and click Add. You can also double-click the item or drag the item to your list and drop it where you want it to display.

    2. To add multiple items at the same time, press Ctrl while making your selections and click Add.

      Tip: To set an item as the default for the list, right-click the item under Selected Items and select Set as Default. The item will automatically open on the content pane when that item’s list displays when you log in.

  4. To remove an item, select it and click Remove. Other ways to remove items include right-clicking an item and selecting Remove from List or selecting an item and pressing Delete.

  5. Click OK. Your changes are saved and the window closes.

Search for an item to add to your navigation list

You can search for items you want to add to your navigation list.

Procedure
  1. Click Find in List next to Available Items. The Find window opens.

  2. Type your search term in the Find What field.

  3. Click Find Next.

  4. To match case or whole word, select the appropriate check box.

  5. To specify the direction of the search in Available Items, select the Up or Down option. As you type, the system highlights the first item in the list that begins with the letters you enter. If this is the item you want, close the window. Otherwise, continue typing or click Find Next to scan for the next occurrence. If no match is found, a message displays on the bottom of the window.

  6. If your search returns a match and you want to add it to your list, close the window and click Add.

  7. Click OK. Your changes are saved and the window closes.

Organize items in a navigation list

You can organize items in your navigation list to more easily access the items you use most.

Procedure
  1. To reorder items in the list, select an item and click Move Up or Move Down. This action moves the item up or down one position. You can also drag an item to where you want it in the list.

    Tip: 

    The Move Up and Move Down buttons are context-sensitive. For instance, if you select the first item in your list, the Move Up button is disabled. Likewise, if you select the last item in your list, the Move Down button is disabled.

  2. To add a folder to your list, click New Folder and name the folder.

    If no item in your list is selected, the new folder is placed at the end of the list. If an item is selected, the new folder is placed immediately after the selected item. And if a folder is selected, the new folder is placed beneath the parent folder. This button is disabled when you have multiple items selected in your list.

  3. To rename a folder, select a folder, click Rename, and type the new name.

  4. Click OK. Your changes are saved and the window closes.

Selecting actions from the recent items list

The records and items you’ve recently opened are listed in the Recent Items tool window.

Records and items are grouped into four categories, including Pinned, Today, Yesterday, and Older. Only the categories that have recent items display (for example, if only one record or item was opened today, the Today category will be the only one listed in the recent items list. By default, the last ten items you opened are listed, but you can increase or decrease that number if you want. See navigation buttonsConfiguration button.

Tip: Configuration items are not tracked in the recent items list.

You can double-click an item to open it or right-click an item to display additional actions. Unlike navigation lists, which require a profile permission for certain actions, all staff members can perform the actions listed in the following table from the recent items list.

Table Available Actions from Recent Items

Right-Click Available Actions
Open Select this action to open the item on the content pane.
Copy Tooltip to Clipboard Select this action to copy the item’s tooltip to the clipboard. You can then insert the tooltip in another record or item. Tooltips vary according to the item or record type. For instance, an incident tooltip contains the reference number, subject, contact name, contact ID, contact email address, contact phone number, and organization name; the tooltip for an answer contains the answer summary, answer ID, language, and answer access levels; and the tooltip for a mailing contains the mailing name.
Copy Text to Clipboard Select this action to copy the item’s name or summary information to the clipboard. You can then insert the text in another record or item. For instance, copying text to the clipboard for an answer copies the text in the Summary field. Copying text to the clipboard for an incident copies the number in the Reference # field. And copying text to the clipboard for a mailing copies the mailing name.
Remove from List Select this action to remove the item from the recent items list.

Recent items also appear in other areas of the product to help you quickly select commonly used items when updating record fields. Refer to Searching from open records and flags.

Searching recent items

You can search for recent records and items using a text search and filter by type (for example, incident record type).

Click the Search field drop-down menu to view all record types available to search in your recent items.

Note: Only record and item types recently opened will appear in the drop-down menu. For example, if you recently opened a contact record and an incident but not an organization, only Contact and Incident will appear in the drop-down menu.

Pinning recent items

By default, the last ten records and items you opened appear in your recent items list, but you can increase or decrease that number whenever you want.

There might be times when you have an item that you don’t want to scroll off the recent items list, no matter how many items you’ve set to appear in your list. For those instances, you can pin one or more items to ensure they remain in your recent items list for as long as you need.

Click the Pin icon that appears when you hover over an item. Pinned items appear at the top of the Recent Items tool window.


This figure shows pinned items in the Recent Items tool window.

When you no longer want an item pinned, just hover over it and click the Unpin icon.

Displaying buttons in your navigation set

By default, one row of buttons displays at the end of the Navigation tool window no matter which navigation list is active.

Clicking Configure Buttons, indicated by the right arrow next to the row of buttons, displays the remaining buttons in your navigation set and options to show more or fewer buttons.

  • Show More Buttons—Select this option to add a navigation button in a large format. As you add a button, its smaller version is removed from the bottom of the navigation pane. This action adds large buttons one at a time.

  • Show Fewer Buttons—Select this option to show fewer navigation buttons in the large format. Selecting this option removes the buttons one at a time. As each large button is removed, its smaller version is added to the bottom of the navigation pane.

You can also change the number of buttons that display by pointing to the slider bar and dragging the bar up or down when the pointer becomes a double-headed arrow.

To change the order of the buttons on the Navigation tool window, refer to navigation buttonsConfiguration button.

Content pane

The content pane is the area of the console that displays the report or other item you select from a navigation list, from your list of recent items, or from the file menu.

The content pane also displays results from a search. The exact placement of the content pane depends on whether you have one or two navigation panes on the Service Console. In the default configuration, the content pane displays in the middle of the console.

You may work with any of the following items on the content pane.

  • Reports—Access a custom report to edit the report definition or a standard or custom report to generate the report.

  • Dashboards—Access a dashboard, which is any combination of reports that display together in one report.

  • Records—Access a report containing a list of records and select one or more to open. See Open an incident for editing. You can also open an individual record from the Recent Items tool window. See Selecting actions from the recent items list.

  • Explorers—Access any of several components and configuration items that display information in hierarchical folders. See Associate products and categories to an answer.

  • Notifications—Access your messages when there is a change in the status of your incidents and answers in Oracle RightNow Cloud Service (Service), mailings and campaigns in Oracle RightNow Outreach Cloud Service (Outreach), or opportunities in Oracle RightNow Opportunity Tracking Cloud Service (Opportunity Tracking). You will also receive a notification when you are assigned a new incident, answer, or opportunity. See content panenavigation list.

  • Search results—Access items and records from a standard search or a Quick Search. See navigation set. (The Quick Search menu is a default tool window that displays on the navigation pane. See content pane for details about tool windows.)

To change the way information displays on the content pane, including the content pane tabs, see agent desktopstaff accountcontent panenavigation buttonsConfiguration button.

Content pane tabs

Tabs on the top of the content pane display all the items you currently have open.

When more than one item is open, just click a tab to return to that item or right-click a tab and select from the following options: Open in New Window, Close, Close All But This, and Close All. You can also press Ctrl+w or Ctrl+F4 to close the active tab or click Close (X) on any content pane tab. Refer to Close multiple records simultaneously.

Right-click options differ for records in a workgroup. When you right-click the content pane tab of the primary record, your only option is to close all associated records in the workgroup. When you right-click an associated record that is the active tab, your options include Accept Changes, Cancel Changes, and Undock. Refer to Creating and using workgroups.

Tip: On certain workspaces editors, including incidents, contacts, organizations, and tasks, you can undock an open record by clicking Undock on the active tab or Undock on the ribbon. This action opens the record in a separate window and lets you move between the window and console without having to close the window first.

Accessing application options

Once you become familiar with the agent desktop, you may want to customize certain areas based on your personal preferences and what works best for you.

You can change settings specific to your staff account that will be reflected when you add certain records to the knowledge base, change your password, and customize how the navigation pane, content pane, and tool windows display.

Click File and select Options on the left. The application options display on the right.

Application options are described in the following table.

Table Application Options

Option Description
Personal Settings Select this option to change settings in your staff account and certain local settings. See staff account.
View Options Select this option to change how information displays on the content pane, including content pane tabs; change the color and tint of the interface; and display the date, server time, and time zone in the status bar. See content pane.
Navigation Pane Select this option to change the order of the buttons on the navigation pane, change the number of items that display in the recent items list, and choose what displays on the content pane when you log in. See navigation buttonsConfiguration button.
Tool Windows Select this option to choose which tool windows (Recent Items, Navigation, and Quick Search) are visible. See Change tool window visibility.
Add-Ins Select this option to view the list of add-ins that are active (enabled) for your profile and the interface you are logged in to. Inactive add-ins are also displayed in the list. See profileService Console.
Communication Center Select this option to customize your chat notification settings. See Chat.

Oracle RightNow Chat Cloud Service (Chat) must be enabled for the Communication Center option to be available.

Reset Tool Windows Select this option to return the tool windows to their default locations.

You can also return tool windows to their default locations by selecting the Reset Local Settings check box in your personal settings. See staff account.

Change your personal settings

Some personal settings apply to options in your staff account and some settings apply to local settings, the interface defaults in Oracle Service Cloud.

Any staff account changes you make from the Personal Settings option will also be made to the corresponding settings in your staff account.
Procedure
  1. Click File and select Options > Personal Settings.

  2. Select from the options described in the following table.

    Table Personal Settings

    Field/Button Description
    Notification Options This section contains options for changing how you receive notifications.

    Changes you make here will also be made to the corresponding settings in your staff account.

    Send Email Notification Select this check box if you want an email sent to your default email client (your external email application) when you receive a notification while you are not logged in to Oracle Service Cloud. An email will be sent to your email client the first time a notification is delivered while you are logged out. Subsequent notifications won’t generate an email until you log in and out of the system.

    This check box is disabled if you don’t have an email address specified in your staff account. In addition, you must select this check box in order to select the Send Detailed Email Notification and Notify Always check boxes that follow.

    Send Detailed Email Notification Select this check box if you want an email containing detailed information sent to your default email client (your external email application) when you receive a notification while you are not logged in to Oracle Service Cloud. An email will be sent to your email client the first time a notification is delivered while you are logged out. Subsequent notifications won’t generate an email until you log in and out of the application.
    Notify Always Select this check box if you want to receive an email for every event that triggers a notification even if you are logged in to Oracle Service Cloud.
    Display Toast Notifications Clear this check box if you don’t want to receive notifications in a desktop alert, or toast. By default, when you log in to Oracle Service Cloud, you will receive a desktop alert listing new notifications. The message displays for several seconds in a window on the lower right of the screen. See content panenavigation list.

    This is a local setting, an interface default setting.

    Localizations Options in this section let you change settings that apply when you add certain records such as opportunities.

    Changes you make here will also be made to the corresponding settings in your staff account.

    Default Country Click this drop-down menu to change the default country in your staff account. United States is the default.
    Default Currency Click this drop-down menu to change the default currency in your staff account. U.S. Dollar is the default.
    Time Zone Click this drop-down menu to select the time zone in which you are working.

    This setting does not apply to all staff members and therefore may not appear.

    Email The option in this section lets you edit your email signature.
    Email Signature If you have an email address specified in your staff account and the permission to customize your signature, make your changes in this text box.
    Application Behavior Options in this section let you select application behavior settings.
    Automatically Sign Out when Last Console is Closed Select this check box to prevent the Exit message from displaying when you close the last console or select Exit on the file menu.

    This is a global setting stored on your workstation and applies to all the interfaces on this site that you can access.

    Always Correctly Refresh Editors when Application is Resized Clear this check box to ensure that editors load faster on the console. This option displays only when Oracle Service Cloud is installed on 64-bit operating systems.
    Note: This option is designed to compensate for a Windows limitation when resizing one or more windows on 64-bit operating systems. However, when this option is enabled, which it is by default, you may experience more screen flickering and editors may load more slowly. Also, be aware that when you clear this option, editors that have been resized may not refresh properly.
    Disable Rich Client Visual Experience Select this check box to use software rendering instead of hardware rendering on the console display.

    This option is effective if you have limited hardware, such as a slow graphics card, which might cause repainting or display issues. However, if you have adequate hardware, selecting this check box may slow down operations.

    Local Data This section contains options for resetting your local settings and refreshing your local cache.
    Reset Local Settings Select this check box to reset local settings to the interface defaults.
    Rebuild Local Data Cache Select this check box to remove your local cache entries and request current copies from the server.
    Authentication The option in this section lets you change the password for logging in to your application.
    Change Password Click this button to change your password. See Change your password.

  3. Click OK.

Rebuild your local cache

You can remove your local cache entries while logged in and request current copies from the server without manually deleting the files.

Your local cache files store all option lists data (any data accessed from a drop-down menu or menu list, such as customizable menu items) plus additional data such as report and workspace definitions, questions, documents, and standard text. If you aren’t sure whether your local copy of common data matches the data on the server, rebuild your local cache to retrieve the most up-to-date data.
Note: Contact your administrator or supervisor before rebuilding your local cache.
Procedure
  1. Click File and select Options > Personal Settings.

  2. Select the Rebuild Local Data Cache check box under Local Data.

  3. Click OK. A prompt asks you to confirm your request.

  4. Click Yes. A progress bar displays on the content pane. Once all data is received from the server and written to the cache, the progress bar and window close.

Change your password

Although passwords are optional in Oracle Service Cloud, your organization may have security policies that require all staff to use a password to log in.

If this is the case, your staff account contains a password you must use each time you log in. You may also need to change your password at regular intervals.

If your profile contains the SSO Login (SAML 2.0) permission for single sign-on, you cannot change your password in Oracle Service Cloud. See Agent login using an IdP-initiated SSO.

Procedure
  1. Click File and select Options > Personal Settings. Your personal settings display.

  2. Click Change Password.

  3. Type your current password and press Tab. Don’t forget that your password is case sensitive.

  4. Type the new password and press Tab. If an entry does not meet your organization’s password requirements, such as password length or character repetition, the system highlights the incorrect entry.

  5. Retype your new password.

  6. Click OK. The Oracle server verifies your password history (both current and new passwords) and, if errors are found, displays the requirements that were not met.

Change your view options

As you become familiar with your application and navigating the console, you may want to change the way information displays on the content pane.

By default, when you open an item, it appears in full window display.

You can change the default content pane display to a split window or pop the content pane in a new window. You can also change the placement of the content pane tabs, change how information displays in records, change the interface color, and display date, time, and time zone in the status bar.

Tip: All view options are local settings.
Procedure
  1. Click File and select Options > View Options.

  2. Select from the view options described in the following table.

    Table View Options

    Field Description
    Appearance The options in this section apply to the interface color.
    Color Scheme Click this drop-down menu to change the interface color scheme.
    Tint Click this color box to select a tint for the interface color. You can also define a custom color.
    Content Pane View Mode This section contains options for changing how information displays on the content pane.
    Full Screen Leave the default, Full Screen, if you want the report or item to appear in full window display.
    Split Window Select this option to display your items in a split window. In split window, explorers always open on the top half of the window and all other items open on the bottom. Drag the divider in the middle of the content pane up or down to show more of one record or item.
    Display Content Editors in Popup Windows Select this option to pop the content pane in a new window. For instance, if you add a record or open one to edit, the record opens in a separate window. Selecting this option applies to the next editor you open, not any that are currently open.

    Selecting this option places the window on top of the console, which prevents the window from disappearing behind other applications, but you must close the window before returning to work on the console. As an alternative to this option, you can undock administration and workspaces editors from the console and work between the console and a separate window without having to close the window first. See Content pane tabs and Creating and using workgroups.

    Content Editors This section contains a setting for changing how records display on the content pane.
    Display Content Editors in Expanded Mode Select this check box so you can scroll through all of a record’s fields rather than clicking tabs to access specific field information.
    Content Pane Tab Alignment This section contains options for choosing where the content pane tabs appear.
    Top By default, content pane tabs display at the top of the content pane.
    Bottom Select this option to display content pane tabs on the bottom of the content pane.
    Status Bar This section contains options for displaying the server time and time zone in the status bar.
    Show Server Time in the Status Bar Select this check box to display the date and server time in the status bar of the console.

    Selecting this check box enables the Display Time Zone check box so you can select that option as well.

    Display Time Zone Select this check box to display the time zone next to the server time in the status bar.
    Show Recent Items in Fields By default, recent items display in workspace menus and search fields. For example, if a contact record is opened from an incident, the contact displays under Recent when you click in the Contact search field of the incident record. Clearing this check box prevents recent items from displaying in workspace menus and search fields.

  3. Click OK.

Change your navigation pane settings

Navigation pane settings determine the order of the navigation buttons and the Configuration button on the navigation pane, which buttons display, and what opens on the content pane when you log in.

You can customize these and other settings to suit your specific work responsibilities and preferences.
Note: Navigation pane settings are local settings. Consequently, any customizations you make from this option, except for resetting your navigation set, will be removed if you select the Reset Local Settings check box from the Personal Settings option. See staff account.
Procedure
  1. Click File and select Options > Navigation Pane.

  2. Select from the navigation pane options described in the following table.

    Table Navigation Pane Settings Description

    Field/Button Description
    Navigation Set Order and Visibility This section contains a list of all the navigation buttons in your navigation set and the order in which they display on the navigation pane. All buttons are selected by default.

    Depending on your profile permissions, you may also have the Configuration button in your navigation set and it will display in this list as well.

    Buttons List Clear the check box next to any button that you do not want to appear on the navigation pane. Clearing a check box does not remove the button from your navigation set. It just prevents the button from displaying, and you can display it again at any time.
    Move Up After selecting a navigation button, click this button to move the navigation button up one position in the list.
    Move down After selecting a navigation button, click this button to move the navigation button down one position in the list.
    Reset Click this button to reset the order of the buttons that appear on the navigation pane to the order defined in your navigation set.
    Reset Navigation Set to Profile Default Select this check box to remove all customizations you have made to your navigation lists and reset to your profile’s default navigation set. See profilenavigation set.

    This check box won’t appear unless you have the Customize Navigation Sets permission set in your profile.

    Recent Items This section contains an option for defining how many items you want in the recent items list. Recent items are interface specific and include those records and items you have recently opened. Keep in mind that the system does not track configuration items in the list.

    If you make a change to a field on the Contacts or Organization tab of an incident, the contact or organization record will not appear in this list. However, if you open the contact from the incident or the organization from the contact record (by clicking the contact or organization and selecting Open), the record will appear in your recent items list.

    Items Shown in Recent Items List Type a number or click the arrows to change the number of items to show in this list. The default is 10 items and the maximum is 40.

    Recent items associated with disabled products will not appear in the list. For instance, if you edit an opportunity and then Opportunity Tracking is disabled, the opportunity will no longer appear in your list.

    Behavior This section contains options for choosing how to open items on the content pane and what, if anything, opens when you log in.
    Double Click to Open Items Clear this check box to open items with a single click. By default, you must double-click a report or any item in your navigation list to open it on the content pane.

    This setting also affects the way you open configuration items.

    At Startup Open: The options in this section determine what displays on the content pane when you log in.

    By default, the navigation list or configuration list that appears when you log in will be the same list that was displayed when you logged out.

    Nothing Select this option if you want the last selected item in the navigation list to be selected but not opened.
    Default Navigation Item for Current Page Clear this option if you don’t want the default item for the navigation list to automatically open on the content pane.

    This option is selected by default. When the navigation list or configuration list does not have a default item, nothing will open.

    Last Navigation Item Opened in Previous Session Select this option if you want the last item that was open when you logged out to automatically open when you log in, even if it is not in the list that displays when you log in.

  3. Click OK.

Change tool window visibility

In addition to manually closing tool windows from the navigation pane, you can also change tool window visibility from your application options.

Procedure
  1. Click File and select Options > Tool Windows.

  2. Clear the check box next to any tool window you want to hide. All tool windows are visible by default.

  3. Click OK. You also have the option to add a custom tool window to the Service Console. Using NAVPANE_CUSTOM_WEB_CONTROL_URL (RightNow User Interface > Tool Bar > General), you can embed a web page on the navigation pane. Once you add a fully qualified domain name in the Value field, a Custom Web Control tool window will display in the Tool Window Visibility list. However, you must select the check box in the list in order to display your custom tool window on the console. You can then move it just like any of the default tool windows.

Open the Reports explorer

Certain components and configuration items display data in hierarchical folders similar to Windows Explorer.

The main elements and basic functionality of explorers in Oracle Service Cloud are the same, but options may differ slightly from one explorer to another.

Explorers can be added to any navigation list or your configuration list, just like any report or other item. For instance, the list of campaigns in your application display in an explorer, yet you can add the Campaigns explorer to a navigation list other than the Campaigns navigation list.

Procedure

  1. Click Analytics on the navigation pane.

  2. Double-click Reports Explorer in the navigation list. The explorer opens on the content pane.

    Tip: Although the default requires that you double-click an item to open it, you can change the default so that items open with a single click. See navigation buttonsConfiguration button to select this option.

    The following explorers are available in Oracle Service Cloud. Certain components contain multiple explorers.

    • Analytics

    • Campaigns

    • Mailings

    • Surveys

    • Content Library

    • Audiences

    • Navigation Sets

    • Workspaces/Workflows

    • Client Workflow Images

    • Scripts

    • Guided Assistance

Explorer display states

Explorers display in one of three states: Folders On, Folders Off, and Search On. The display state determines what information you see and what functionality is available. You change states using the Folders and Find buttons on the ribbon.

Folders On—In the default Folders On state, explorers display a folders tree on the left and a detailed list of the selected folder’s contents (subfolders and items) on the right. The columns that display in the list are specific to each explorer. For instance, the Reports explorer shows Created, Updated, Initial Run, and Refresh on Edit columns, while the Mailings explorer might show Last Launched, Sent, and Clicked columns.

Folders Off—When you turn off folders, the tree is hidden and the content pane displays only the detailed list of the selected folder’s contents. However, the folder hierarchy is maintained. Depending on where you are in the hierarchy when you turn off folders, you can double-click a folder to drill down or click Up to move up one level.

Click Folders to turn off folders. (You can also click X on the top right of the folders tree to turn off folders.) Click Folders again to display the tree and turn folders on.

Search On—The third explorer display state is Search On. The left side of the content pane displays the Find menu. Click Find to change to Search On. Click it again to turn off search. (You can also click X on the top right of the Find menu to turn off search.)

Tip: Turning off search puts the explorer in the Folders Off state. To turn off search and display the folders list, click Folders instead of closing the Find menu.

Search for a report from the Reports explorer

The steps for searching are the same in all explorers. You can search any of the available columns in the list by selecting a column from the Find Using drop-down menu.

Three data types are supported in explorer searches: strings (words), dates, and integers (numbers). The data type of the column you select determines the available search criteria.

  • String—The Name column is the default search column in all explorers. Because this is a string data type, you can search for strings that start with, contain, end with, or match the value you enter in the search box. You can also match the case by selecting the Case Sensitive check box.

  • Date—If the column you select is a date data type, you can search for dates before, on, or after today’s date. You can also click the calendar to display the current month’s calendar and select another day, or click the arrows at the top of the calendar to change months.

  • Integer—If the column you select is an integer data type, you can search for values that are less than, equal to, or greater than a number. Either type a number in the search box or select one using the arrows.

Procedure

  1. Double-click Reports Explorer in your navigation list. The explorer opens on the content pane.

  2. Click Find. The left side of the content pane displays a Find menu, hiding the folders tree.

  3. Click the Find Using drop-down menu and select a column to search.

  4. Select an option for your search criteria.

  5. Type your search text in the text box and click Find. The search results display in the list on the right side of the content pane. You will receive a message when no matches are found.

  6. To remove the text entered from the previous search, click Clear.

Performing actions on search results

The actions you can perform after a search vary according to the search results and your profile permissions.

In addition to the common actions you can initiate from the ribbon or by right-clicking a file, you have an additional option, Open Containing Folder, when you right-click a file returned in an explorer search.

Select Open Containing Folder to display the folder containing the selected file. This automatically closes the Find menu and returns the explorer to the Folders On display state.

Right-clicking a folder returned in your search provides another option in addition to Open Containing Folder.

  • Open Containing Folder—Select this option to display the parent folder in the tree.

  • Open Folder—Select this option to display the folder in the tree.

Both actions close the Find menu and return the explorer to the Folders On display state.

Advanced search options

You can use advanced search options to remove the results from your search, search your current results, or keep your current results and add results from your next search.

By default, conducting a new search removes the previous search results.

Click Show Advanced Options on the bottom of the Find menu. (You can click anywhere on the line to display the advanced options.) The option then changes to Hide Advanced Options.

The options described in the following table are available for conducting an advanced search.

Table Advanced Search Options

Option Description
Search globally, replace results Select this option to remove the results from the previous search and replace with results from this search. This is the default option.
Search within results, replace results Select this option to search only the current results and keep only those that match this search.
Search globally, append to results Select this option to keep results from the previous search and add results from this search.

You can also select the Return Non-Matching Items check box to return all files that do not match your search criteria.

Selecting actions from the tree

The primary way of moving around explorers is from the tree, although you can also select actions and change focus in the explorer from the list, ribbon, and address bar.

Depending on the permissions in your profile and the explorer you are working in, certain actions may not be available. For instance, if you select a standard report in the Reports explorer, the Delete action from the list and the button on the ribbon are not available since you can’t delete standard reports.

The explorer tree options available are described in the following table.

Table Explorer Tree Options

Option Action
Change the list Select a folder in the tree to change the list of subfolders and items that appear.
Expand or collapse all folders Right-click a folder to expand or collapse all folders in the tree. You can also click the plus or minus sign next to a folder to expand or collapse a single folder.
Add a folder Right-click a folder and select New Folder. A new folder is created under the selected folder and you are given the opportunity to name it.

This option is not available when you right-click a root or standard folder.

Delete a folder

Right-click a folder and select Delete. When you select this action, you will be asked to confirm the deletion.

Caution: Deleting a folder deletes all of its contents as well. This action cannot be reversed.

This option is not available when you right-click a root or standard folder.

Rename a folder Right-click a folder and select Rename. The selected folder is put into an editable state.

This option is not available when you right-click a root or standard folder.

Reorganize folders Drag and drop a folder and its contents into another folder and move items from one folder to another.

Drag-and-drop may be restricted by permissions in your profile. Also, you cannot execute a drag-and-drop that would result in a folder containing more than 12 levels.

Selecting actions from the list

The actions available when working with the list depend on the explorer and the list of items.

Some actions can also be initiated from the ribbon. The actions available also depend on whether you right-click a subfolder or an item.

The following table describes the options available from the explorer list.

Table Explorer List Options

Option Action
Open a subfolder Right-click a subfolder and select Open Folder. This action causes the parent folder to be selected in the tree and its contents to display in the list. This option is available only when you right-click a folder. You can also double-click a folder to open it.
Edit an item Right-click an item and select Edit. This action is available only when you right-click an item. You can also double-click the item to open it for editing.

In the Reports explorer, double-clicking will run the report.

Open an item Right-click an item and select Open to view the item. This action is available only when you right-click an item.
Queue a report Right-click a report and select Queue. This action manually schedules the report to run in the background.

This option is available only on the Reports explorer.

Copy an item Right-click an item and select Copy. Select this action when you want to add an item that contains many of the same attributes as the item you right-click. This option is not available when you right-click a folder.
Delete a subfolder or item

Right-click a subfolder or item and select Delete. You will be asked to confirm the deletion.

Caution:  Deleting a folder deletes all of its contents as well. This action cannot be reversed.

This option is not available when you right-click a standard folder.

Rename a subfolder or item Right-click a subfolder or item and select Rename. The folder or item is put into an editable state for you to rename.

This option is not available when you right-click a standard folder.

View a report definition Right-click a report and select View Definition. The report definition opens in a new window.
Add a folder Right-click in the white space of the list and select New Folder. Once you name the folder and press Enter, the new folder displays in the list and also under the parent folder in the tree.
Reorganize folders and items Drag and drop a folder and its contents into another folder and move items from one folder to another using drag-and-drop. You can also drag folders or items in the list and drop them onto a folder in the tree. (You cannot, however, drag from the tree to the list, since dragging a folder into one of its descendants is never permitted.)

Certain explorers may not permit drag-and-drop operations.

Resize and re-sort columns Drag the left column boundaries to resize columns. Click a column header to re-sort the data in ascending or descending order.

Selecting actions from the ribbon

Many of the actions you initiate from the explorer list can also be selected by clicking a button on the ribbon.

The explorer ribbon contains only the Home tab. Clicking certain buttons, such as New and Open, changes the tabs and buttons that are available. The Help button is located on the far right of the ribbon. Click this button to access help for the current task.

Shortcut keys are also available for all ribbon buttons so you can type a key combination to perform an action rather than clicking a ribbon button. Press Alt plus the first letter of the ribbon tab that you want to display shortcut keys for. (For instance, press Alt+h to display the shortcut keys for buttons on the Home tab.) This is a one-time action. Once you use a shortcut key, the ribbon returns to its default display.

The buttons described in the following table are available on the explorer ribbon.

Table Explorer Ribbon

Group/Button Description
Record
Edit Click this button to edit the selected item in the list. You can also right-click the item and select Edit or double-click the item.
Open Click this button to open the selected item in the list. You can also right-click the item and select Open.
New Report Click this button to create a custom report.

This button appears only on the Reports explorer ribbon. Other explorers contain a New button.

New Dashboard Click this button to create a dashboard.

This button appears only on the Reports explorer ribbon.

Queue Click this button to manually schedule the report to run in the background. When a queued report has been generated, a toast notification displays with a link to open the report. (This option is useful for reports or dashboards that you think may query or return a large amount of data.) You can also right-click the report and select Queue.

This button appears only on the Reports explorer ribbon.

View Definition Click this button to view the report definition in a new window. You can also right-click the report and select View Definition.

This button appears only on the Reports explorer ribbon.

Copy Click this button to copy the selected item in the list. You can also right-click the item and select Copy.
Delete
Caution: Deleting a folder deletes all of its contents as well. This action cannot be reversed.

Click this button to delete the selected item or folder in the list. You can also right-click the item or folder and select Delete or select the item and press Delete.

You cannot delete a root or standard folder.

Rename Click this button to rename the selected subfolder or item in the list. You can also right-click the item or subfolder and select Rename.

You cannot rename a root or standard folder.

Navigation
Back Click this button to return to the last folder you accessed. The list on the right populates with the folder’s contents, just as if you had manually selected a folder in the tree. Initially, this button is disabled. You can also click the arrow on the far right of the address bar to display the paths of the last ten folders and items accessed. The most recent entry is at the top of the list.
Forward Click this button to move forward in the history of recently accessed folders and items. The forward list is populated as soon as you click the Back button. You can also click the arrow on the far right of the address bar to display the paths of the last ten folders and items in the Forward list. The most recent entry is at the top of the list.
Up Click this button to access the parent of the selected folder. When the selected folder has no parent (that is, it is a root folder), the Up button is disabled.
Refresh Click this button to refresh the tree and list.
Find Click this button to change the explorer state to Search On. See Explorer display states.
Display
Folders Click this button to switch between showing the tree and hiding it. See Explorer display states.
Views Click the arrow on this button to change the way the subfolders and items display in the list. Options include Tiles, Icons, List, and Details. The default is Details (subfolders and items display in column format).
Choose Details Click this button to select which database columns you want to display and which you want to hide. The columns that are displayed have a check next to them. This button is available only when the Details view is active. (See the Views button description above.)

The Name column can never be hidden and therefore does not appear in the list of columns. However, you can display the ID column, which is hidden by default.

Changing folders from the address bar

You can also change folders and focus in the tree by typing a path, or partial path, in the address bar.

As you work in the tree, the address bar is updated with the path of the selected folder whenever you change folders. Clicking Back or Forward also updates the path in the address bar.

Tip: You can type just a few characters in the address bar and the system will present you with possible path completions. Use your mouse or other pointing device or the arrow key to select the path you want. Then press Enter or click Go to change folders.

Save an item in an explorer

When you create or edit an item in an explorer, you have more than one option for saving the item. No matter which explorer you are working with, the steps are essentially the same.

Procedure

  1. Click the Home tab on the ribbon.

    Note: When saving a custom report, click the arrow on Save on the Quick Access toolbar and select a save option.

  2. To save changes to the item without closing it, click Save.

  3. To save changes to the item and close it, click Save and Close. This option is faster than saving a change and then manually closing the window.

  4. To save a new item or save a copy of the item you are editing with a different name, click Save As. The Save As window opens.

    Note: Not all explorers contain a Save As button.
    1. To save the item in a custom folder, navigate to the folder. You cannot save custom items in the standard folders in either the Reports or Images explorers.

    2. Type a name for the item in the Name field.

    3. Click OK.

Session Management and Login Controls

Session Management and Login Controls

Oracle Service Cloud provides a number of security measures to assist you in safeguarding your organization’s data and that of your customers.

As your organization’s administrator, you can expire sessions to help reduce session exploitation, control both active and inactive desktop user sessions to lower seat usage for licensing compliance, and control and track login behavior on the administration interface.

Forcing session expiration

Reducing session exploitation can help your organization protect its data. And Oracle Service Cloud is set up to automatically expire sessions so you can control the length of time before staff sessions expire.

Although you have other ways to force staff members to reauthenticate, the session hard timeout feature should be the primary method you use since it requires no manual intervention on your part.

The SESSION_HARD_TIMEOUT configuration setting (RightNow User Interface/General/Security) can be set for a time value between a minimum of 1 hour and a maximum of 8,760 hours (1 year). The default value is 12 hours.

A warning message alerts staff members five minutes before their current session is set to expire and tells them to reauthenticate.

After entering login credentials, the staff member will be authenticated, a new session will be created, and the session ID will be updated throughout the product. The staff member can continue working without any loss of data.

Note: Oracle RightNow Desktop Add-Ins Cloud Service (desktop add-ins), Oracle RightNow Connect Desktop Integration (JavaScript API), and cobrowse will receive a notification when a new session has been created.

If a staff member dismisses the warning message (by clicking Cancel), the Service Console locks when the session expires. After the staff member enters login credentials and is authenticated, a new session is created and the staff member can proceed without losing any work.

Agents who are chatting with customers must also enter their password to reauthenticate. If an agent does not reauthenticate, any open chat sessions are sent back into the queue for assignment to the next available agent.

Controlling desktop usage

Contact your Oracle account manager for information about desktop usage metering and licensing compliance.

Our desktop usage administration feature is controlled by SESSION_MANAGEMENT_ENABLED. The setting is enabled by default and provides ways for you to control and manage both active and inactive sessions.

Manually log out a staff member

While session hard timeout is the preferred way to force staff members to reauthenticate, you can also manually log out individual staff accounts when the situation warrants.

This action terminates the staff member’s session, locks the Service Console, and forces the staff member to reauthenticate in order to continue working. When an agent is engaged in a chat and is logged out, but then does not reauthenticate, the chat is sent back into the queue for assignment to the next available agent.

In order to manually log out staff accounts, staff members must have the Groups/Accounts/Distribution Lists permission on the Administration tab of the Profiles editor. Refer to Select Administration permissions to assign this permission.

When you manually log out a staff account, the server sends the information to the client. When the staff member then tries to perform an action, like saving an open record or clicking a button, a Console Locked message displays. After the staff member enters login credentials and is authenticated, a new session is created and the staff member can proceed without losing any work. Also, the end date and time are updated in the User Transactions (user_trans) table in the Oracle database, enabling you to view and track your desktop user sessions.

Using the Logged In Staff Accounts standard report, you can see which staff members are currently logged in, the date and time they logged in, and how long they have been logged in. You’ll also see a Force Logout button on the Record group of the ribbon for logging out a selected staff account. (You can also right-click a staff account in the list and select Force Logout.)

Note: If you prefer, you can create your own custom report to manually log out staff members. You’ll need to use fields from the Accounts (accounts) and User Transactions (user_trans) tables to display currently logged-in staff accounts and their login start and end times.

Procedure

  1. Do one of the following:

    • From the configuration list, double-click Logged In Staff Accounts in Staff Management.
    • From the Reports explorer, double-click Staff Management in Common > Site Administration.

  2. Select a staff account in the list and click Force Logout on the ribbon. A message asks you to confirm the action and warns you that all of the staff member’s unsaved changes will be lost.

  3. Click OK. A message tells you that the staff member’s session has been terminated.

  4. Click OK.

  5. Repeat the previous steps as necessary to log out additional staff accounts.

When a staff member tries to perform an action after being logged out, a Console Locked message displays.

Once the staff member reauthenticates (by entering the correct password), a new session is created and the staff member can proceed without losing any work.

Automatically logging out inactive sessions

In addition to manually logging out active sessions, you can also set up your application to automatically log out inactive sessions.

You’ll configure automatic logout of inactive sessions using a configuration setting and a profile setting, which work together to give you more flexibility in managing your desktop user sessions and maintaining site security.

  • CLIENT_SESSION_EXP—Use this configuration setting to specify the time in one-minute intervals that a session can be inactive before a staff account is automatically logged out. The default value of CLIENT_SESSION_EXP (RightNow User Interface/General Security) is 15 minutes and the maximum value is 1440 (24 hours).

Even if you disable desktop usage administration, you can still use CLIENT_SESSION_EXP to maintain security on your site.

  • Session Timeout field—Use this field on the Profiles editor to specify a time (0–1440 minutes) other than the time defined in CLIENT_SESSION_EXP that a session can be inactive before a staff account is automatically logged out, or set this field so that staff members with a particular profile are exempt from being automatically logged out due to inactivity. By default, this field is null, meaning that the value in CLIENT_SESSION EXP will be used for automatic logout. Entering any value in this field overrides the value defined in CLIENT_SESSION_EXP.

Note: Even if you exempt certain staff members from being automatically logged out due to inactivity, staff member sessions will still expire and staff must reauthenticate when the time set in SESSION_HARD_TIMEOUT expires.

Here’s how automatic logout of inactive sessions works. Once the time of inactivity has been exceeded, the client sends a logout request to the server, which will update the end date and time in the User Transactions (user_trans) table in the Oracle database.

Staff members will receive a Console Locked message asking for their password to reauthenticate. After a staff member enters login credentials and is authenticated, a new session is created and the staff member can continue working without any loss of data.

For staff members who choose to exit the application, all their unsaved work will be lost. In addition, after entering four incorrect passwords, a staff member will be locked out of the console and must re-launch the application. Any unsaved work will be lost.

Agents who are chatting with customers when they are automatically logged out must also enter their password to reauthenticate. If an agent does not reauthenticate, any open chat sessions are sent back into the queue for assignment to the next available agent.

Note: Staff members who log in through an identity provider (that is, using the single sign-on process) will not have the opportunity to re-enter their password to continue working in the application. Any unsaved work will be lost.

Configure automatic logout by profile

You may want to exempt certain personnel from an automatic logout, or you may want to change the time that a session can be inactive before a staff account is automatically logged out.

Either way, you can customize automatic logout by profile to override the time set in CLIENT_SESSION_EXP.
Note: When SESSION_MANAGEMENT_ENABLED is disabled, this profile setting is disregarded.

Procedure

  1. From the configuration list, double-click Profiles in Staff Management. The report opens on the content pane.

  2. Select the profile you want to edit and click Open.

  3. Click the Other tab to display the Session Timeout field. The default value of the Session Timeout field is null, meaning that the value specified in CLIENT_SESSION_EXP will be used for automatic logout. Change the null default only if you want to override the value in CLIENT_SESSION_EXP.

  4. To exempt staff members associated with this profile from being automatically logged out, type 0 in the field.

  5. To set another value, which will override the value specified in CLIENT_SESSION_EXP, type the number of minutes in the field.

    Note: Even if the value in CLIENT_SESSION_EXP is set to 0, any value other than 0 in the Session Timeout field will be used to automatically log out staff members associated with this profile when the minutes of inactivity have been exceeded.

  6. Click Save.

  7. Repeat this procedure for all the profiles you want to configure for automatic logout.

Configuring Login Help

You have a number of options that can be added to your application to control login behavior and assist staff members when logging in. You can also add your organization’s branding to the Login window to communicate a message to your staff members.

Oracle Service Cloud contains an account self-service feature to assist staff members who are having problems logging in. Staff members access this feature using the Login Help link on the Login window.

Using ACCT_RECOVER_ALT and ACCT_RECOVER_STATUS (RightNow User Interface/Tool Bar/General), you can configure your application to perform one of the following actions when staff members click Login Help.

  • Open the login procedure in online help—In addition to providing the steps required to log in, this procedure directs staff members to their organization’s administrator for their login information and explains the default behavior of the account self-service feature.

  • Send staff an email if they have forgotten their user name or password—This is the default in ACCT_RECOVER_STATUS. When staff members click Login Help, the Account Self Service window opens.

Staff members who have forgotten their user name simply type their email address and click Submit. If their email address is unique, they will receive an email containing their user name. If not unique, they will receive an email telling them to contact their administrator.

Staff members who have forgotten their password select I Forgot My Password. An additional field displays.

Staff members must type their email address and user name. If both email address and user name match what’s defined in their staff account, they will receive an email containing a link to the Password Reset page for entering a new password. As a security measure, if either user name or email is incorrect, no email is sent.

Note: Use the Accounts email messages (Site Configuration > Message Templates > Administrator Emails > Accounts) to customize the emails sent to staff members when they have forgotten either their user name or their password.
  • Show alternate message—If you want to display an alternate message to staff members when they click Login Help, change the value in ACCT_RECOVER_STATUS to 2 and type your new message in ACCT_RECOVER_ALT.

Adding your branding on the Login window

The Login window is an ideal place for you to communicate a message to your staff.

Using our branding feature, you can include any message content you want when staff members log in to your application. And if your site is configured for multiple interfaces, you can customize each interface’s Login window according to its audience and the message you want to convey.

Two areas can be customized using the following configuration settings (Site Configuration > Configuration Settings > RightNow User Interface > Tool Bar > General).

BRAND_CONTENT_URL—Specifies the URL used to display content on the banner area of the Login window. The default contains Oracle content announcing releases, webinars, and events.

Tip: Make sure to enter a fully qualified domain name to display the web page you want. Also, the web page must use fully qualified paths to images, or the images will not display.

BRAND_WELCOME_MSG—Specifies the welcome message displayed on the Login window. Default is blank.


This figure shows a Login window that displays a customized brand content URL and brand welcome message.

Supplying login information to staff members

You can provide staff members with details about their login activity for the previous sixty days.

My Account Login Statistics, located at Common > Site Administration > Staff Management, lists when the staff member last logged in successfully, the IP address of the last successful login, when the last login attempt failed, and the IP address of the last failed login attempt. A drill-down is also available that lists all the unsuccessful login attempts since the last successful login.


This figure is described in the surrounding text.

You may also want to add the My Account Login Statistics report to your staff members’ navigation sets. In addition, if you set this report as the default in a navigation list, and that navigation list displays when staff members log in, the report will automatically open on the content pane. In this way, your staff can track their own login activity on a regular basis.

The staff member’s name in the Account column on the My Account Login Statistics report links to the Unsuccessful Login Attempts by Account report, another standard report in Oracle Service Cloud. While staff members can see their individual unsuccessful login attempts in this report, you can run the report to see all failed login attempts throughout your system and spot any trends or problems that may exist.


This figure is described in the surrounding text.

Limiting concurrent administration logins

Another feature you will want to know about is the ability to control the number of concurrent administration logins per site.

Any range between 1 and 40,000 is allowed, and 40,000 is the default. Limiting the number of allowed sessions per site can help you manage system resources. Contact your Oracle account manager to change the default setting.

Refer to Controlling desktop usage to learn about the other ways to manage and control desktop user sessions.

Staff account locking

By default, the system locks a staff account after the staff member enters an incorrect password five times.

This measure can help you and your organization maintain site security. You can change any of the password requirements at Staff Management > Password Configuration.

Login agreement functionality

You can distribute a terms of use agreement, a security statement, or any login message you choose to staff members accessing the administration interface.

Your message or statement will display after staff members click Login on the Login window. Staff members must agree to the statement or message before the Service Console opens. To review or customize this setting, see LOGIN_SECURITY_MSG (RightNow User Interface/Tool Bar/General).

Saving login credentials

For security purposes, staff members must enter their user name and password each time they log in.

If you want to provide staff members with the option to save their login credentials, enable ACCT_ALLOW_REMEMBER_ME (RightNow User Interface/Tool Bar/General). Thereafter, each staff member’s browser control will handle the user’s login credentials using auto complete.

Navigation Sets

About Navigation Sets

Navigation sets control the navigation lists and buttons that staff members see on the navigation pane of the agent desktop.

Every staff member has a profile, and every profile must include a navigation set that all staff members with that profile use when they work in Oracle Service Cloud. A navigation set is a combination of navigation buttons and their associated navigation lists. If you do not create navigation sets and assign them to profiles, staff members will not have access to navigation buttons and lists.

You can configure navigation sets to provide access to only areas of the system that staff members need to perform their job. For example, an agent working in your technical support group probably does not need access to marketing campaigns or sales opportunities. In that case, navigation lists for Campaigns and Opportunities can be left off their navigation sets.

You can create as many navigation sets as your organization needs. Then, when you add a profile, you select the navigation set that staff members with the profile will use. The staff members assigned to the profile have access to only those reports and items defined in their profile’s navigation set unless you allow staff members with that profile to customize their navigation set. Refer to Add or edit a profile and profilenavigation set.

To understand how navigation sets, profiles, and staff accounts work together, see Navigation sets, profiles, and staff accounts.

If your installation of Oracle Service Cloud contains multiple interfaces, also see Managing staff member accessibility.

Creating navigation sets

When you create navigation sets, you specify the buttons you want to appear on the navigation pane, and add reports and components to the navigation buttons. You can also add Quick Search reports to navigation sets to allow searching for contacts, incidents, or other types of records directly from the navigation pane.

The first time you open the Navigation Sets explorer, the right side is generally empty because no navigation sets have been created.

After you create navigation sets, the explorer displays the tree structure on the left and navigation sets on the right. The explorer includes options to copy, edit, delete, and rename any navigation set that you create. Public and private reports and dashboards can be added to navigation buttons. However, staff members must have the appropriate Analytics permissions in their profile to open them.

The Navigation Sets explorer does not contain standard folders, but you can create custom folders to help keep your navigation sets organized. For information about working with folders, refer to custom fieldsstandard textvariablesproduct catalogquote templates. For detailed information about explorer functionality, refer to Open the Reports explorer.

Create a navigation set

Follow this procedure to create a navigation set.

Procedure
  1. Click Configuration on the navigation pane.

  2. Double-click Navigation Sets under Application Appearance. The Navigation Sets explorer opens.

  3. Click New. The Navigation Sets editor opens on the content pane.

    By default, the File Menu component is selected on the right side of the content pane and New Items displays on the left. When any other component or record type is selected on the right, the left side of the content pane displays Public Reports and Components.

  4. To enter information about the navigation set, type a description in the Summary field. You name the navigation set when you save it.

  5. To set the options available through the file menu, refer to Configure the file menu.

  6. On the right side of the content pane, select the check boxes next to the types of records or components you want to include in the navigation set. All are selected by default. Separate navigation lists can be created for each type of record or component you select. For example, select the Incidents check box to include a navigation list staff members can use when they work on incidents. You cannot clear the check box next to the File Menu component, because the file menu is always available.

  7. Click one of the selected record types or components to begin creating a navigation list for the record type or component.

    Note: Most navigation lists for the navigation buttons you select are initially empty when creating a navigation set. However, the navigation list for the Configuration button is populated with default configuration items. The items in this list can be customized using the same functionality used to customize the other navigation lists. Refer to Create a navigation set for the administrator.

  8. On the left side of the content pane, expand Public Reports and Components and then expand the subfolders to see the available items. If you know the name of a report or component (or part of the name) you want to add to a navigation list, you can quickly locate it by clicking Find in List and searching for the item.

  9. To add reports and dashboards to the navigation list do one of the following:

    • Select the reports you want to add from the left column and drag them to the lower portion of the right column.
    • Double-click or select the reports or components you want to add and click Add.
    To add more than one item at the same time, press Ctrl while selecting each item.

  10. To add explorers to the navigation list, select the navigation item you want to add the explorer to from the right column, expand Components in the left column, expand the folder for the explorer you want to add, and drag it to the lower portion of the right column.

  11. To add notifications to the navigation list, expand the Common folder under Components in the left column, select Notifications, and drag it into the lower portion of the right column. This lets staff members open any notifications they receive. Refer to content panenavigation list.

  12. To add a folder to the navigation list to help organize items in the list, click New Folder.

    1. Type the name you want for the folder.

    2. Drag explorers, reports, or other items to the folder.

    3. To rename a folder, click the folder, click the Rename button, type the new name for the folder, and click outside the folder name to save the new name.

  13. To set a report, explorer, or other item as the default for this navigation list, right-click it and select Set As Default. Refer to content pane.

    Note: The default item for a navigation list opens on login only if the navigation list was the active list when the staff member logged out last time. See navigation buttonsConfiguration button for how staff members can change this behavior.

  14. To create a navigation list for each type of record that you want to be available in the navigation set, repeat steps 7 through 13.

  15. To choose the order in which the navigation buttons display on the navigation pane, click a record type or component on the upper portion of the right column and click Move Up or Move Down to position it in the list.

  16. To add Quick Search reports to the navigation set, refer to Add Quick Search reports to a navigation set.

  17. Click Save. The Save As window opens where you can type a name for the navigation set in the Name field.

  18. Click OK.

Configure the file menu

The file menu, accessed by clicking File next to the ribbon’s Home tab, includes a section on the right for creating records and items. This list is blank until you configure the file menu in navigation sets.

Once you have configured it, staff members can click File and use the shortcuts you have added.


This figure shows the options in the File menu once it has been configured.

If you do not set any options for the file menu in the navigation set, staff members with profiles that use that navigation set do not have the option to create items using this shortcut. Also, if you set menu options for items that the staff member’s profile does not grant permission for, those options do not appear in the file menu.

Procedure
  1. Click Configuration on the navigation pane.

  2. Double-click Navigation Sets under Application Appearance. The Navigation Sets explorer opens on the content pane.

  3. Right-click the navigation set you want to configure the file menu for and select Open.

  4. If File Menu is not selected at the top of the upper portion of the right column, click it.

  5. Expand New Items in the left column.

  6. Select the items you want to add to the file menu and click Add. You can also double-click items to add them. To add more than one item at the same time, press Ctrl while selecting each item.

  7. To add a folder to the file menu to help organize menu items, click New Folder.

    1. Type the name you want for the folder.

    2. Drag menu items to the folder.

    3. To rename a folder, select the folder, click Rename, type the new name for the folder, and click outside the folder name to save the new name.

  8. To choose the order in which the menu options appear when File is selected, click an item in the lower portion of the right column and then click Move Up or Move Down to position it in the list.

  9. To group menu options, select File Menu, expand New Items on the left, and then select Horizontal Separator from the bottom of the list.

    1. Click Add.

    2. Click Move Up and Move Down to position the horizontal separators.

  10. Click Save.

Add Quick Search reports to a navigation set

You can add Quick Search reports to a navigation set so that staff members can access Quick Search from any navigation list on the agent desktop.

Using these reports, staff members can open records, even with limited information and regardless of the type of record they are working on.

When you create a navigation set, you can define which Quick Search reports appear on the Quick Search drop-down menu on the navigation pane. The same Quick Search menu appears for every navigation button in the navigation set.

Note: Remember that staff members can move or hide the Quick Search tool window and other tool windows on the navigation pane. For information about changing what appears on the navigation pane, refer to Change tool window visibility.

Oracle Service Cloud includes the following predefined Quick Search reports.

  • Answer Quick Search

  • Asset Search

  • Campaign Search

  • Contact Quick Search

  • Contact Quick Search for Dashboard

  • Contact to Channel Type Quick Search

  • Document Search

  • Incident Search

  • Mailing Search

  • Outreach Task Search

  • Opportunity Search

  • Organization Quick Search

  • Quick Search Dashboard

  • Service Task Search

  • Survey Search

Procedure
  1. Click Configuration on the navigation pane.

  2. Double-click Navigation Sets under Application Appearance. The Navigation Sets explorer opens.

  3. On the right side of the explorer, right-click the navigation set you want to add Quick Search reports to and select Open.

  4. Do one of the following:

    • If the Quick Search component check box on the upper portion of the right column is cleared, select it.
    • If the Quick Search component check box is already selected, click it.

    You may need to scroll down to locate Quick Search. If any reports are defined, they appear in the lower portion of the right column.

    The Quick Search component is highlighted.

  5. On the left side of the content pane, expand the list under Public Reports.

  6. Drag a search report from the left column and drop it in the lower portion of the right column. You can also add search reports by double-clicking them or by selecting them and clicking Add.

  7. Click Save.

Copy a navigation set

After you create a navigation set, you can copy it to use as the starting point for another navigation set.

Procedure
  1. Click Configuration on the navigation pane.

  2. Double-click Navigation Sets under Application Appearance. The Navigation Sets explorer opens.

  3. On the right side of the explorer, right-click the navigation set you want to copy and select Copy. The Copy As window opens.

  4. To add the copied navigation set to a folder, click the folder name.

  5. Type the name of the copied navigation set in the Name field.

  6. Click the OK. The copy you added appears on the explorer in the folder you selected.

Edit a navigation set

After you create a navigation set, you can edit it to meet changing needs. For example, you might want to include additional reports in a navigation set or remove a component from it.

Note: Remember that editing a navigation set used in a profile does not impact staff members who have permission to customize their navigation sets. Refer to Customizing navigation sets.
Procedure
  1. Click Configuration on the navigation pane.

  2. Double-click Navigation Sets under Application Appearance. The Navigation Sets explorer opens.

  3. Right-click the navigation set you want to edit and select Open. The navigation set opens on the Navigation Sets editor.

  4. Click the record type or component you want to edit. Its navigation list displays in the lower portion of the right column on the content pane.

  5. To add a report, explorer, or other item to the navigation list, expand the list of Public Reports or Components, drag the item from the left column, and drop it in the lower portion of the right column.

  6. To remove a report or item from the navigation list, right-click it and select Remove.

  7. Repeat these steps for each navigation list you want to modify.

  8. Click Save.

Delete a navigation set

Occasionally, you might find that a navigation set is no longer required so you decide to delete it.

Procedure
  1. Click Configuration on the navigation pane.

  2. Double-click Navigation Sets under Application Appearance. The Navigation Sets explorer opens.

  3. Right-click the navigation set you want to delete and select Delete.

    Note: If you try to delete a navigation set used in a profile, a message informs you that deletion is permanent and cannot be undone. If you delete the navigation set, you must edit the profile to select a different navigation set.
    A message opens asking you to confirm deletion of the navigation set.

  4. Click Yes to confirm deletion.

Assign a navigation set to a profile

After you create navigation sets, you assign them to profiles used by your staff members. You can also assign permission allowing staff members to customize the navigation set to their individual needs.

Procedure

  1. Click Configuration on the navigation pane.

  2. Double-click Profiles under Staff Management. The report opens on the content pane.

  3. Double-click the profile you want to assign the navigation set to. The Profiles editor opens.

  4. Click Search in the Navigation Set field, select the navigation set you want staff members with this profile to use, and click OK.

  5. To give staff members permission to change the items in their navigation lists, select Customize Navigation Sets. Staff members with this permission can add reports, dashboards, and explorers to their navigation lists and remove items they do not use. Changes that staff members make to their own navigation set do not impact other staff members’ navigation sets. However, there are some additional considerations when this permission is granted. For information about the impacts of assigning this permission, see Customizing navigation sets.

  6. Click Save.

Customizing navigation sets

If you assign the Customize Navigation Sets permission in a profile, it is important that you understand what happens when you edit the navigation set associated with the profile.

Some changes you make to the navigation set automatically override changes made by staff members, while other changes have no effect on the custom navigation set.

Tip: Staff members can reset their navigation set to their profile’s default navigation set by accessing their navigation pane settings (File > Options > Navigation Pane), and then selecting the Reset Navigation Set to Profile Default check box. Refer to navigation buttonsConfiguration button.

We recommend that you consider the following implications when updating navigation sets.

  • Changing the default navigation set for a profile resets all navigation lists. All custom navigation lists are removed.

  • Changing the profile for a specific staff account removes the staff member’s custom navigation lists.

  • Adding or removing buttons from navigation sets determines what buttons are available on staff members’ navigation sets, even if those staff members have permission to customize their navigation set. After buttons are added to or removed from navigation sets, the changes are applied to staff members’ navigation sets the next time they log in to the agent desktop.

  • Editing navigation sets to add or remove items, such as reports or explorers, from navigation lists, has no effect on staff members’ navigation sets if their profiles include the Customize Navigation Sets permission. To apply the changes to those staff members’ navigation sets, you must edit their profiles and clear the Customize Navigation Sets check box. When you do so, all personalized navigation lists are removed and staff members use the navigation set defined in their profile.

Staff Management

About Staff Management

Every staff member who accesses or works in Oracle Service Cloud requires a staff account.

Staff accounts are organized in folders according to groups defined by job duties or other criteria, though you can also define secondary groupings by manager. When creating staff accounts, you specify staff member information, including the account login, phone number, and assigned profile. Profiles are created before creating staff accounts to define what products and information staff members can work with when logged in to Oracle Service Cloud.

When creating a staff account, you can also specify an initial password, which can later be changed by you or the staff member after log in. You control the requirements passwords must conform to by defining the minimum password length, format, expiration options, and the number of invalid logins allowed.

Customizing profiles

Profiles let you control what areas of Oracle Service Cloud your staff members can access and what specific actions they can perform in those areas.

Profiles contain general options for Oracle Service Cloud administration functions and more specific options for each of the products within the system. For example, profiles define whether your staff members can view and edit business rules. They also define whether your agents can respond to customers, assign incidents, conduct chat sessions in Oracle RightNow Chat Cloud Service (Chat), and perform other activities.

Navigation sets and custom workspaces are associated with profiles on the Profiles editor. While creating and using custom workspaces is optional, navigation sets must be created and associated with profiles before you add staff accounts. Otherwise, staff members will not have access to any records, reports, or components. Refer to About Navigation Sets and Quick Access toolbar.

You may decide to define your profiles based on the structure of your organization. For example, you may want separate profiles for administrators, managers, agents, sales representatives, marketing personnel, and knowledge engineers. Once you create profiles, you can add staff accounts and assign a profile to each account.

Create the following items before adding profiles.

  • Navigation sets—Profiles without navigation sets do not allow access to reports and other components. See Creating navigation sets.

  • Custom workspaces (optional)—If you use custom workspaces, we recommend creating them before creating profiles so you can assign workspaces to specific profiles. See Create a workspace.

Add or edit a profile

Profiles let you control what areas of Oracle Service Cloud your staff members can access and what specific actions they can perform in those areas.

Procedure
  1. Click Configuration on the navigation pane.

  2. Double-click Profiles under Staff Management. The report opens on the content pane, listing the profiles that have already been created.

    Tip: If a profile already exists that is similar to the profile you want to create, you can copy the existing profile and edit the copy to create the new profile.

  3. To add a profile, click New on the ribbon. The Profiles editor opens.

  4. To edit an existing profile, double-click the profile.

  5. Type the name of the profile in the Name field. When you move to another field on the content pane, the name you type is automatically added to the Label field.

  6. From the Interfaces section, select the check boxes next to the interfaces you want the profile to access under the Access column.

  7. If your site has multiple interfaces, click the interface you want to configure the profile for. The permissions granted for the first interface you configure are also granted for all other interfaces the profile can access.

  8. Click the Search icon under the Navigation Set column to specify the navigation set you want to use for the profile. The Select Navigation Set window opens.

    1. Select the navigation set from the list.

    2. Click OK.

  9. To allow the staff accounts associated with the profile to customize their navigation set, select the Customize Navigation Sets check box.

  10. By default, standard workspaces are selected in new profiles. To assign custom workspaces or workflows to the profile, click the Search icon next to the workspace you want to change. The Workspaces / Workflows window opens.

    1. Select the workspace you want to use.

    2. Click OK.

    Note: If you do not assign a workspace to a browser editor slot, the workspace or workflow from the non-browser editor will be used. If the non-browser editor row is blank, the standard desktop console workspace will be used.

  11. To grant access to add-ins that are installed on the site, click the Agent Desktop Add-Ins tab.

    Note: Options on this tab are active when add-ins are installed using the Add-in Manager. For information about add-ins, refer to Add-ins: Overview.
    1. To let staff members with this profile install add-ins on their workstations without uploading the add-in to the server, select Developer Access.

      This option lets developers test add-ins without the add-ins being downloaded to other staff members’ workstations. Add-ins must be placed in subdirectories of the %APPDATA%/RightNow_Technologies/your_site/version/Users/profile_number/AddIns directory. Each add-in must be contained in a separate subdirectory.

    2. To let staff members with this profile use add-ins, select the check boxes next to the add-ins they can access.

  12. To grant access to Agent Browser UI extensions that are installed on the site, click the Agent Browser UI Extensions tab.

    Note: Options on this tab are active when extensions are installed using the Add-in Manager. For information about browser extensions, refer to Agent Browser UI extensions overview.
    1. To let staff members with this profile use extensions, select the check boxes next to the extensions they can access.

  13. To grant access to installer options, click the Deployment tab.

  14. To change the automatic logout setting for staff members with this profile, click the Other tab and type a value (in minutes) in the Session Timeout field.

  15. To create a profile for external users to have collaboration-only access, click the Other tab and select the External User check box. Service Collaboration must be enabled for this check box to appear.

  16. To set the .NET browser control to run in IE11 emulation mode rather than the default IE7 mode, click the Other tab and select the Set Browser Controls to use IE11 emulation mode check box. Contact your Oracle account manager to enable this option if you are a new customer. A warning message appears indicating that this option will change the registry key of the user’s computer so .NET browser controls in the Oracle Service Cloud application will use IE11 emulation mode, and that the option should be thoroughly tested before used in production. Click Yes to continue with this option. Agents must log out and log in again for the registry key to be set.

    Note: If the Set Browser Controls to use IE11 emulation mode check box has been previously selected, but is cleared, a warning will be shown indicating that once set, the registry will need to be manually cleared.

    In addition, the Open Pop-ups in New Browser Control and Send URL as Post Data options in workspaces should be cleared, and No Application should be selected. See Add a browser to a workspace or script.

  17. To grant permissions to the profile, click Permissions on the ribbon. The Profiles Permissions editor opens displaying the following tabs.

  18. To select Analytics permissions, click Analytics and refer to Select Analytics permissions.

  19. To view an audit log of changes made to the profile, click Audit Log.

  20. To add notes to the profile, click Notes.

  21. Click Save.

Select Administration permissions

The Administration tab is the default tab of the Profiles editor’s Permissions page. By enabling options on this tab, you can grant staff members permissions related to administrative functions of the system.

You can give permission to configure staff accounts and distribution lists, create and edit agent scripts, access business process settings, and add and edit business rules. Hover over the permissions on this tab to view the product areas the permissions impact.

Procedure
  1. Click Configuration on the navigation pane.

  2. Double-click Profiles under Staff Management and double-click the profile you want to edit. The Profiles editor opens.

  3. Click Permissions on the ribbon. The Profile Permissions editor opens with the Administration tab selected.

  4. Enter the following field information to configure administration profile permissions.

    Table Administration Tab

    Field Description

    Administration

    These options define administration permissions for staff members with this profile.

    Select All

    Select this check box to select all check boxes in the Administration section.

    Administration

    Select this check box to let staff members with this profile access the following options:
    • Custom Fields

    • Messages

    • Mailboxes

    • Currencies and Exchange Rates

    • Service Level Agreements

    • Response Requirements

    • Chat Hours

    • Channels

    • Channel Accounts

    • Quote Templates

    • Territories

    • Promotions

    • Strategies

    • Sales Periods

    • External Suppression List

    • Thread Type Correction

    Groups/Accounts/Distribution Lists

    Select this check box to let staff members with this profile access the following options:
    • Staff Accounts and Groups

    • Distribution Lists

    Staff members who have Groups/Accounts/Distribution Lists permissions can assign only those profiles with the same or lesser permissions as their profile.

    System Error Log

    Select this check box to let staff members with this profile access the log files under Site Configuration.

    Workspace Designer

    Select this check box to let staff members with this profile access the Workspaces and Workflows explorer and designer.

    Scripting

    Select this check box to let staff members with this profile create and edit agent scripts.

    Agent scripting must be enabled on your site to use this feature. Contact your Oracle account manager.

    Object Designer

    Select this check box to let staff members with this profile create and manage custom objects using the object designer. For information about the Custom Objects tab on the Profiles Permissions editor, see Select Custom Objects permissions.

    Custom objects must be enabled on your site to use this feature. Contact your Oracle account manager.

    Message Templates

    Select this check box to let staff members with this profile edit message templates used to customize administrator notifications, administrator email, and contact email.

    CP Promote

    Select this check box to let staff members with this profile promote pages from the staging area to the production area of the customer portal site, where customers can view them. For this check box to display, MOD_CP_DEVELOPMENT_ENABLED must be enabled on your site.

    Staff members with CP Promote permission automatically have CP Edit and CP Stage permissions.

    CP Stage

    Select this check box to let staff members with this profile copy development files to the staging area of the customer portal site. For this check box to display, MOD_CP_DEVELOPMENT_ENABLED must be enabled on your site.

    Staff members who have CP Stage permission automatically have CP Edit permission.

    CP Edit

    Select this check box to let staff members with this profile access the Customer Portal Administration site and edit customer portal pages in the development area using WebDAV. For this check box to display, MOD_CP_DEVELOPMENT_ENABLED must be enabled on your site.

    Staff members with CP Edit permission, but not CP Stage or CP Promote permission, cannot access the Customer Portal editor. Nor can they access the Deploy tab on the Customer Portal Administration site.

    Rules View

    Select this check box to let staff members with this profile view business rules.

    Data Import

    Select this check box to let staff members with this profile import records through the Data Import Wizard and manage Data Import templates.

    Process Designer

    Select this check box to let staff members with the profile create custom processes (object event handlers) that run when events occur on objects in the system.

    Virtual Assistant Edit

    Select this check box to let staff members with this profile configure the virtual assistant.

    For this check box to display, your site must be integrated with Oracle RightNow Virtual Assistant Cloud Service (Virtual Assistant).

    Broadcast Notification

    Select this check box to let staff members with this profile send notifications to other staff members. If cleared, the New button is grayed out on the notifications ribbon.

    Configuration

    Select this check box to let staff members with this profile access the following options:
    • Password Configuration

    • Configuration Settings

    • Configuration Wizard

    • Message Bases

    • File Manager

    • Interfaces

    • Add-In Manager

    • Email Address Sharing

    If cleared, these options are not available.

    If selected, staff members with this profile can edit message bases for all interfaces on a site, including interfaces that they do not have permission to access.

    Business Process Settings

    Select this check box to let staff members with this profile access the following options:
    • Navigation Sets

    • Customizable Menus

    • Countries

    • Products/Categories/Dispositions

    • Standard Text

    • Variables

    • Holidays

    • Product Catalog

    • Price Schedules

    • Tracked Link Categories

    If cleared, these options are not available.

    Rules Edit

    Select this check box to let staff members with this profile edit business rules.

    Profiles

    Select this check box to let staff members with this profile add and edit profiles.

    Staff members who have access to the Profiles permission also have access to all other profiles and can add, edit, or delete those profiles without any restrictions.

    SSO Login (SAML 2.0)

    Select this check box to let staff members with this profile log in only through an external identity provider, that is, using a single sign-on process. Several restrictions apply to staff members whose profile includes this permission.
    • CP permissions (CP Promote, CP Stage, and CP Edit) are disabled if they have been enabled.

    • Staff members cannot edit development pages in WebDAV.

    • Staff members cannot deploy the customer portal.

    • Public SOAP API is disabled if it has been enabled.

    • Password options on the Account Details page are disabled.

    Oracle Service Cloud uses the SAML 2.0 protocol for single sign-on. For this check box to display, SSO Login (SAML 2.0) must be enabled on your site. Contact your Oracle account manager.

    Skill Edit

    Select this check box to let staff members with this profile configure advanced routing.

    For this check box to display, Chat and Smart Interaction Hub must be enabled.

    Access Control

    Select this check box to let staff members with this profile access the Access Control editor to configure permissions for Community Self Service.

    Agent Browser User Interface

    The permission in this section lets staff members with this profile access Oracle Service Cloud using the Agent Browser UI through account authentication.

    Account Authentication

    Select this check box to let staff members with this profile access Oracle Service Cloud using the Agent Browser UI.

    For this check box to display, Agent Browser UI must be enabled on your site. Contact your Oracle account manager.

    Public SOAP API

    Permissions in this section let staff members with this profile access the public SOAP API through account or session authentication.

    Select All

    Select this check box to select all check boxes in the Public SOAP API section.

    Account Authentication

    Select this check box to let staff members with this profile access the public SOAP API using their staff account login user name and password.

    Session Authentication

    Select this check box to let staff members with this profile access the public SOAP API using their staff account login user name and session ID from the agent desktop when agents are logged in.

    Public Knowledge Foundation API

    Permissions in this section let staff members with this profile access the public Knowledge Foundation API through account or session authentication.

    Select All

    Select this check box to select all check boxes in the Public Knowledge Foundation API section.

    Account Authentication

    Select this check box to let staff members with this profile access the public Knowledge Foundation API using their staff account login user name and password.

    Session Authentication

    Select this check box to let staff members with this profile access the public Knowledge Foundation API using their staff account login user name and session ID from the agent desktop when agents are logged in.

  5. Click Save.

Select Organizations permissions

The Organizations tab lists the possible Service, Outreach, and Opportunities states for organizations. It defines permissions for the staff members with this profile to read, edit, or delete organizations that are in the selected states.

The state of an organization can be manually set by staff members when adding or editing an organization, or automatically by the system based on how the organization was added. For example, an organization that has been added while creating an incident defaults to the Service state.

There are seven states:

  • Service

  • Outreach

  • Opportunities

  • Opportunities & Outreach

  • Service & Outreach

  • Service & Opportunities

  • Service & Opportunities & Outreach

When you define the permissions by state on the Organizations tab, consider which staff members should be able to take actions on organizations in the various states. For example, you might give agents read and edit access to organizations in any state that includes Service. However, you may decide that you do not want them to delete any organizations in the Service & Opportunities, Service & Outreach, and Service & Opportunities & Outreach states.

Procedure
  1. Click Configuration on the navigation pane.

  2. Double-click Profiles under Staff Management and double-click the profile you want to edit. The Profiles editor opens.

  3. Click Permissions on the ribbon. The Profile Permissions editor opens.

  4. Click the Organizations tab.

  5. Enter the following field information to configure organization profile permissions.

    Table Organizations Tab

    Field Description

    Organizations

    These options define the organization permissions for staff members with this profile.

    Select All

    Select this check box to select all check boxes in the Organizations section.

    Add Organizations

    Select this check box to let staff members with this profile add organizations.

    Permission by organization state

    Organizations are classified by their state, which can be Service, Outreach, Opportunities, or any combination of the three. In this section, set the permissions for staff members with this profile to view, edit, and delete organizations in these states and combinations of states.

    Click the Read, Edit, or Delete button above a column to select or clear all check boxes in the column.

    Read

    Select these check boxes to let staff members with this profile view organizations in the specified state.

    Edit

    Select these check boxes to let staff members with this profile edit organizations in the specified state.

    Delete

    Select these check boxes to let staff members with this profile delete organizations in the specified state.

    Thread

    These options determine if staff members can modify notes in organization records.

    Select All

    Select this check box to select all check boxes in the Thread section.

    Edit/Delete Notes created by logged in user

    Select this check box to let staff members with this profile edit and delete notes they have added to an organization record.

    Edit/Delete Notes created by any user

    Select this check box to let staff members with this profile edit and delete notes other staff members have added to an organization record.

  6. Click Save.

Select Contacts permissions

The Contacts tab lists the possible Service, Outreach, and Opportunities states for contacts. It defines permissions for the staff members with this profile to read, edit, delete, or move contacts that are in the selected states.

The state of a contact can be manually set by staff members when adding or editing a contact record, or automatically by the system based on how the contact was added. For example, a contact who enters the system needing customer support would initially be classified in the Service state. If the contact expresses interest in a sales product and an opportunity is created, the contact’s state changes to Service & Opportunities.

Procedure
  1. Click Configuration on the navigation pane.

  2. Double-click Profiles under Staff Management and double-click the profile you want to edit. The Profiles editor opens.

  3. Click Permissions on the ribbon. The Profile Permissions editor opens.

  4. Click the Contacts tab.

  5. Enter the following field information to configure contact profile permission settings.

    Table Contacts Tab

    Field Description

    Contacts

    These options define the contact permissions for staff members with this profile.

    Select All

    Select this check box to select all check boxes in the Contacts section.

    Add Contacts

    Select this check box to let staff members with this profile add contacts.

    Email Contacts

    Select this check box to let staff members with this profile email contacts from an open contact record or from the Contacts tab of an associated record.

    With this permission, a staff member can click Send Email to the right of the Email field on a contact record or the Contacts tab to open a new message in their default email client (outside of Oracle Service Cloud). The To field in the new message is populated with the contact’s email address.

    Access Control

    Select this check box to let staff members with this profile assign role sets to contacts for Community Self Service.

    Permission by contact state

    Contacts are classified by their state, which can be Service, Outreach, Opportunities, or any combination of the three. In this section, set the permissions for staff members with this profile to view, edit, delete, and move contacts in these states and combinations of states.

    Click the Read, Edit, Delete, or Move column headers to select or clear all check boxes in the column.

    Read

    Select these check boxes to let staff members with this profile view contacts in the specified state.

    Edit

    Select these check boxes to let staff members with this profile edit contacts in the specified state.

    Delete

    Select these check boxes to let staff members with this profile delete contacts in the specified state.

    Move

    Select these check boxes to let staff members with this profile move contacts to different organizations.

    Thread

    These options determine if staff members can modify notes in contact records.

    Select All

    Select this check box to select all check boxes in the Thread section.

    Edit/Delete Notes created by logged in user

    Select this check box to let staff members with this profile edit and delete notes they have added to a contact record.

    Edit/Delete Notes created by any user

    Select this check box to let staff members with this profile edit and delete notes other staff members have added to a contact record.

  6. Click Save.

Select Service permissions

Profile settings on the Service tab let you define permissions for handling incidents, answers, assignments, assets, social monitoring, SLAs, and guided assistance guides.

They also let you specify the queues staff members can access, the queue rank, pull policies and quantities, and inbox limits. If Chat is enabled, additional profile permissions display on the Service tab. See Add Chat permissions to a profile.

Procedure
  1. Click Configuration on the navigation pane.

  2. Double-click Profiles under Staff Management and double-click the profile you want to edit. The Profiles editor opens.

  3. Click Permissions on the ribbon. The Profile Permissions editor opens.

  4. Click the Service tab.

  5. Enter the following field information to configure Service profile permissions.

    Table Service Tab

    Field Description

    Incidents

    These options define the incident permissions for staff members with this profile.

    Select All

    Select this check box to select all check boxes in the Incidents section.

    Read

    Select this check box to let staff members with this profile view incidents.

    Add/Edit

    Select this check box to let staff members with this profile add incidents and modify existing incidents. If cleared, incidents are read-only when opened and staff members cannot edit fields or send responses.

    Send Response

    Select this check box to let staff members with this profile respond to incidents through email. If cleared, staff members can add responses to an incident, but cannot send responses to contacts through email.

    Delete

    Select this check box to let staff members with this profile delete incidents. If cleared, the Delete button is unavailable and staff members cannot delete incidents.

    Propose

    Select this check box to let staff members with this profile propose incidents as answers. If cleared, the Propose button is unavailable on the incidents ribbon.

    Collaboration

    Select this check box to let staff members with this profile collaborate with other staff members on incidents.

    For this check box to display, Service Collaboration must be enabled on your site.

    Incident Queues

    Select a queue you want to be available for this profile from the drop-down menu and click Add (+). If needed, you can then select additional queues to associate with this profile, delete queues, or change their order to reflect queue priority ranking.

    Pull Policy

    Click this drop-down menu to select a pull policy that determines the queues that incidents are retrieved from and their order. The pull policies include:

    Manual—Lets staff members manually pull incidents from any queues available to them, allowing them to select a particular queue. Incidents are pulled from the selected queue in order of due date.

    Strict priority—Uses the priority ranking of the available queues to determine which queue to pull incidents from, starting with the highest ranking queue. Incidents are pulled from this queue until the staff member’s pull quantity is met, the staff member’s inbox limit is met, or the queue is empty. If the queue is empty before the staff member’s pull quantity is met, then incidents are pulled from the queue with the next highest priority ranking.

    First due—Uses the incident due date to determine which incidents to retrieve, pulling incidents that are nearest to their due date first. Incidents are pulled from all the staff member’s available queues in the order of due date until the staff member’s pull quantity is met, the staff member’s inbox limit is met, or all queues are empty. Queue ranking does not affect the pull order.

    Pull Quantity

    Type the number of incidents to be retrieved from the queues at one time when a staff member with this profile pulls incidents. The maximum pull quantity is 99.

    Inbox Limit

    Type the number of incidents that can be in a staff member’s inbox at one time. The maximum inbox limit is 999.

    Pull From Single Round Robin Logged In Queue

    Select this check box to specify that staff members with this profile will be assigned new incidents from the same round-robin logged-in queue in which the most recently solved incident originated. When the check box is not selected, all round-robin logged-in queues are considered when assigning incidents.

    This setting has no effect when staff members manually pull incidents using the Fill Inbox feature.

    Advanced Routing - Incident Queues Click to select the advanced routing incident queue you want to be available for this profile, and click +. After selecting a queue, click the drop-down menu to designate it as Primary or Overflow and its order of priority. The queue can be moved up or down in the queue list. If needed, you can then select additional advanced routing incident queues to associate with this profile.

    Pull policy must be set to strict priority or first due for advanced routing of incidents.

    Advanced routing must be enabled for this option to appear.

    Answers

    These options define the answer permissions for staff members with this profile.

    Select All

    Select this check box to select all check boxes in the Answers section.

    Add/Edit

    Select this check box to let staff members with this profile add and update answers.

    With this check box selected, you must also select HTML Design Mode and/or Source Mode.

    Delete

    Select this check box to let staff members with this profile delete answers. If cleared, the Delete button is unavailable and staff members cannot delete answers.

    Set to Public Status

    Select this check box to let staff members with this profile set answers to the Public status and make them available to customers. If cleared, the Public option in the Status drop-down menu is not available when adding or editing answers.

    While a staff member without this permission cannot change an answer’s status to Public, existing public answers can still be edited as long as the staff member has the Add/Edit permission.

    HTML Design Mode

    Select this check box to let staff members with this profile create an HTML answer in design mode. If cleared, the Design tab does not display and staff members cannot edit in this mode.

    With this check box selected, you must also select Add/Edit.

    Source Mode

    Select this check box to let staff members with this profile create an answer in HTML source code. If cleared, the Source tab does not display and staff members cannot edit in this mode.

    With this check box selected, you must also select Add/Edit.

    Model Questions

    Select this check box to let staff members with this profile add and delete model questions when creating answers.

    Your site must be integrated with Oracle RightNow Virtual Assistant Cloud Service (Virtual Assistant) in order to use this feature. Contact your Oracle account manager.

    Answer Thread

    These options determine if staff members can modify notes in answers.

    Select All

    Select this check box to select all check boxes in the Answer Thread section.

    Edit/Delete Notes created by logged in user

    Select this check box to let staff members with this profile edit and delete notes they have added to answers.

    Edit/Delete Notes created by any user

    Select this check box to let staff members with this profile edit and delete notes other staff members have added to answers.

    Assignment

    These options define whether staff members with this profile are available for record assignment and whether they can assign records to other groups.

    Select All

    Select this check box to select all check boxes in the Assignment section.

    Appears in Menus

    Select this check box to display staff accounts associated with this profile in assignment menus when adding or editing incidents and answers. If cleared, staff members with this profile are not available in the Assigned drop-down menu.

    Assign to Other Groups

    Select this check box to let staff members with this profile assign incidents and answers to other groups. If cleared, the Assigned drop-down menu when adding and editing incidents and answers contains only those selections from the staff member’s group.

    Asset

    These options define the asset permissions for staff members with this profile.

    Select All

    Select this check box to select all check boxes in the Asset section.

    Read

    Select this check box to let staff members with this profile view assets.

    Add

    Select this check box to let staff members with this profile add assets.

    Edit

    Select this check box to let staff members with this profile update existing assets. If cleared, assets are read-only when opened and staff members cannot edit fields.

    Delete

    Select this check box to let staff members with this profile delete assets. If cleared, the Delete button is unavailable and staff members cannot delete assets.

    Social Monitor

    These options define the social monitoring permissions for staff members with this profile.

    Select All

    Select this check box to select all check boxes in the Social Monitor section.

    Social Monitor—Search

    Select this check box to give staff members access to the social monitor controls to search the social cloud.

    Oracle RightNow Social Monitor Cloud Service must be enabled on your site to use this feature. Contact your Oracle account manager.

    Ignore Results

    Select this check box to let staff members with this profile ignore social cloud search results. If cleared, the Ignore Result button is unavailable and staff members cannot ignore social cloud search results.

    More Options

    These options define whether staff members with this profile can apply SLAs and guides to records.

    Select All

    Select this check box to select all check boxes in the More Options section.

    SLA—Add/Disable/Delete

    Select this check box to let staff members assign SLA instances to contacts and organizations, and deactivate and delete SLA instances.

    Guided Assistance—Add/Edit

    Select this check box to let staff members add the guided assistance control to an incident workspace or customer portal pages, and to edit the guided assistance control.

    Guided assistance must be enabled to use this feature. Contact your Oracle account manager.

  6. Click Save.

Select Opportunities permissions

Options on the Opportunities tab include permissions for adding and editing opportunities, adding and editing sales periods and quotas, and permissions to access additional features with opportunities and leads.

Procedure
  1. Click Configuration on the navigation pane.

  2. Double-click Profiles under Staff Management and double-click the profile you want to edit. The Profiles editor opens.

  3. Click Permissions on the ribbon. The Profile Permissions editor opens.

  4. Click the Opportunities tab.

  5. Enter the following field information to configure opportunity profile permissions.

    Table Opportunities Tab

    Field Description

    Opportunities/Leads

    These options define the opportunity and lead permissions for staff members with this profile.

    Select All

    Select this check box to select all check boxes in the Opportunities/Leads section.

    Read

    Select this check box to let staff members with this profile view opportunities.

    Edit

    Select this check box to let staff members with this profile edit existing opportunities. If cleared, opportunities are read-only when opened and staff members cannot edit fields or send quotes.

    Send Quote

    Select this check box to let staff members with this profile send quotes with opportunities.

    Edit Sent Quote

    Select this check box to let staff members with this profile edit a sent quote.

    Delete

    Select this check box to let staff members with this profile delete opportunities. If cleared, the Delete button is not available and staff members cannot delete opportunities.

    Add

    Select this check box to let staff members with this profile add opportunities. If cleared, the New button is not available and staff members cannot add opportunities.

    Edit Closed

    Select this check box to let staff members with this profile update the closed date and closed value fields of opportunities.

    Selecting the Edit Closed check box automatically activates the Read and Edit check boxes if they are not already selected.

    Mark Quote as ‘Accepted’

    Select this check box to let staff members with this profile select Accepted as the status of a quote when adding or editing quotes. If cleared, the Accepted option is not available.

    Reject Leads

    Select this check box to let staff members with this profile reject leads.

    Edit Sales Period

    Select this check box to let staff members with this profile add and edit sales periods, including quotas on the Sales Periods editor. If cleared, staff members cannot access the Sales Periods editor unless their profile has the Administration permission enabled on the Administration tab.

    Thread

    These options determine if staff members can modify notes in opportunity records.

    Select All

    Select this check box to select all check boxes in the Thread section.

    Edit/Delete Notes created by logged in user

    Select this check box to let staff members with this profile edit and delete notes they have added to an opportunity.

    Edit/Delete Notes created by any user

    Select this check box to let staff members with this profile edit and delete notes other staff members have added to an opportunity.

    Assignment

    The option in this section defines whether opportunities can be assigned to staff members with this profile.

    Appear in Menus

    Select this check box to display staff accounts associated with this profile in the Assigned drop-down menu when adding or editing leads and opportunities, as well as the Salesperson drop-down menu when adding or editing contacts and organizations.

  6. Click Save.

Select Outreach permissions

You can set options on the Outreach tab to grant permissions to add, update, and delete mailings, campaigns, and documents.

You can also allow staff members with this profile to create templates, snippets, file attachments, and tracked links.

Procedure
  1. Click Configuration on the navigation pane.

  2. Double-click Profiles under Staff Management and double-click the profile you want to edit. The Profiles editor opens.

  3. Click Permissions on the ribbon. The Profile Permissions editor opens.

  4. Click the Outreach tab.

  5. Enter the following field information to configure Outreach profile permissions.

    Table Outreach Tab

    Field Description

    Mailings

    These options define the mailing permissions for staff members with this profile.

    Select All

    Select this check box to select all check boxes in the Mailings section.

    Read

    Select this check box to let staff members with this profile view mailings.

    Add/Edit

    Select this check box to let staff members with this profile create mailings and modify existing mailings. If cleared, mailings are read-only when opened and staff members cannot edit fields.

    Delete

    Select this check box to let staff members with this profile delete mailings. If cleared, the Delete button is not available and staff members cannot delete mailings.

    Launch/Suspend/Close

    Select this check box to let staff members with this profile launch or suspend a mailing, relaunch a suspended mailing, and cancel a mailing.

    Modify Opt-in Setting

    Select this check box to let staff members with this profile change the Honor Global Opt-in setting when creating or editing a mailing.

    Modify Frequency Setting

    Select this check box to let staff members with this profile change the Limit Frequency of Communication setting when creating or editing a mailing.

    Modify Recency Setting

    Select this check box to let staff members with this profile change the Limit Recency of Communication setting when creating or editing a mailing.

    Modify Suppression Setting

    Select this check box to let staff members with this profile change the Honor External Suppression List setting when creating or editing a mailing.

    Campaigns

    These options define the campaign permissions for staff members with this profile.

    Select All

    Select this check box to select all check boxes in the Campaigns section.

    Read/Add/Edit/Delete

    Select this check box to give staff members with this profile access to campaigns, including the ability to add, edit, and delete campaigns.

    Edit Campaign Status

    Select this check box to let staff members with this profile modify the status of campaigns.

    Edit Launched

    Select this check box to let staff members with this profile edit launched campaigns.

    Thread

    These options determine if staff members can modify notes in campaigns, mailings, or documents.

    Select All

    Select this check box to select all check boxes in the Threads section.

    Edit/Delete Notes created by logged in user

    Select this check box to let staff members with this profile edit and delete notes they have added to a campaign, mailing, or document.

    Edit/Delete Notes created by any user

    Select this check box to let staff members with this profile edit and delete notes other staff members have added to a campaign, mailing, or document.

    Documents

    These options define the document permissions for staff members with this profile.

    Select All

    Select this check box to select all check boxes in the Documents section.

    Read/Add/Edit/Delete

    Select this check box to let staff members with this profile read, add, edit, and delete documents.

    Approve

    Select this check box to let staff members with this profile approve documents. If cleared, the Approved check boxes cannot be selected by staff members when adding or editing documents.

    Edit Approved

    Select this check box to let staff members with this profile edit a document that has been approved. If cleared, staff members cannot edit documents if the Approved check box has been selected.

    HTML Design Mode

    Select this check box to let staff members with this profile use the HTML editor in design mode. If cleared, the Design tab does not display and staff members can edit only in source mode.

    Content Library

    These options define the content library permissions for staff members with this profile.

    Select All

    Select this check box to select all check boxes in the Content Library section.

    Templates

    Select this check box to let staff members with this profile view, add, edit, and delete templates.

    Snippets

    Select this check box to let staff members with this profile view, add, edit, and delete snippets.

    File Attachments

    Select this check box to let staff members with this profile view, add, edit, and delete files.

    Tracked Links

    Select this check box to let staff members with this profile view, add, edit, and delete tracked links.

    Audiences

    These options define the audience permissions for staff members with this profile.

    Select All

    Select this check box to select all check boxes in the Audiences section.

    Segments

    Select this check box to let staff members with this profile add, edit, and delete segments.

    Contact Lists

    Select this check box to let staff members with this profile add, edit, and delete contact lists.

    Assignment

    The option in this section defines whether records related to Outreach can be assigned to staff members with this profile.

    Appear in Menus

    Select this check box to display accounts associated with this profile in the Assigned drop-down menu when adding or editing campaigns, mailings, or documents.

  6. Click Save.

Select Feedback permissions

You can use the Feedback options to give staff members permission to add, edit, and delete surveys and questions.

You can also specify permissions for enabling and disabling surveys and editing questions that have already been answered by customers.

Procedure
  1. Click Configuration on the navigation pane.

  2. Double-click Profiles under Staff Management and double-click the profile you want to edit. The Profiles editor opens.

  3. Click Permissions on the ribbon. The Profile Permissions editor opens

  4. Click the Feedback tab.

  5. Enter the following field information to configure Feedback profile permissions.

    Table Feedback Tab

    Field