When to Use Multiple Interfaces

The decision to use multiple interfaces depends on what you want to accomplish with each interface.

The following list summarizes the procedures involved in creating and configuring an additional interface. After you have completed the first two procedures, you need to decide which of the remaining procedures listed in this section you need to implement. Your decision depends on what you want to accomplish, but it is likely that you will want to implement many, if not all of them.

1. How You Determine Interface Needs—Decide how your staff and customers are going to use the new interface to determine how it must be configured. Your Oracle account manager can assist you in defining your objectives.
2. Change the Interface Display Name—Change the interface name that appears on the agent desktop.
3. Staff Member Accessibility—Use navigation sets, workspaces, and profiles to establish the interfaces staff members have permission to access and work on.
4. How You Manage Visibility in Configuration Items—Customize configuration items with specific visibility settings such as custom fields and products.
5. How You Configure and Customize the Interface—Customize the interface-specific configuration settings for each new interface through the Configuration Settings editor.
6. How You Manage Multiple Interfaces by Creating Business Rules—Define rules to automatically assign incidents and opportunities to the proper interface and queue or staff member.
7. How You Configure Mailboxes for Multiple Interfaces—Customize your Service and Outreach mailboxes for each interface.
8. How You Customize Message Templates for Multiple Interfaces—Customize the notifications and emails that can be sent to your staff members and your customers from each interface.
9. How You Add Answers for Multiple Interfaces—Determine the content you want to provide to your customers through the customer portal and create your answers.