Optional Configuration Items

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

Although B2C Service 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.

Note: Configuring your application so your staff can work in B2C Service 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 Overview of Session Management and Login Controls to learn about your options.

The following table describes the items that display under Components after 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.

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. You can add any Analytics explorers to this button for your own navigation set or any of the other navigation sets you create.
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 doesn’t 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.
External Suppression List	Add a list of email addresses that you want to exclude 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. 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 the MOD_CP_DEVELOPMENT_ENABLED configuration setting in Common/Oracle Products/Modules in order to make changes to your development site. If you don’t enable this setting, you can’t 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. After 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 the KF_SA_OPTIMIZATION_ENABLE configuration setting 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’re updating 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. This component doesn’t 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 B2C Service. Single sign-on integrations let you use B2C Service 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. This component doesn’t 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 virtual assistant 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. 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.
Product Catalog	Add your organization’s sales products for use with quotes in Opportunity Tracking in Service.
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 (subterritories) 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. You don't have to enable this item, 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 phone numbers. You can also define up to five custom patterns that are masked from view when new thread entries are created. You must enable incident thread masking for this item to be available. When enabled, you can add it to your list of items for the Configuration button. Contact your Oracle account manager to enable incident thread masking.