Configure Co-browse on an Incident Workspace

Co-browse configuration for incident workspaces consists of creating a custom incident workspace with a tab where agents can co-browse with customers.

Before you start

You must add the CobrowsePremium widget to the customer portal before agents can co-browse with customers. See Add the CoBrowsePremium Widget.

Note: Before you can configure Co-browse, it must be enabled. To enable Co-browse, contact your Oracle account manager.

Here's what to do

1. Click Configuration on the navigation pane.
2. Expand Application Appearance, and then double-click Workspaces.
3. Expand the Standard folder, right-click the incident workspace, and select Copy.
   The Copy Incident As window opens.
4. Enter a name for the copied workspace in the Name field and click OK.
5. Open the copy of the incident workspace.
6. Right-click next to the Audit Log tab and select Add Tab.
7. Click the Design tab.
8. In the Label section of the ribbon, click the Text drop-down list and rename the tab Co-browse.
9. Click the Insert Control tab.
10. In the Relationship Items section, drag the Co-browse control onto the Co-browse tab on the workspace.
11. Click Save.

What to do next

Now you need to assign this custom incident workspace to profiles. See Profiles. For information about using Co-browse on incident workspaces, see Co-browse with a Customer from an Incident Workspace.