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 include the Configuration button. This contains the configuration items you’ll need to configure and modify your application. We focus on adding items to the Configuration button in this procedure. The same steps apply when adding reports and other items to any navigation button you want in your navigation set. See Overview of Navigation Sets.

Log in to your application using the administrator login.
Click Configuration on the navigation pane.
The default list of configuration items displays.
Expand Application Appearance, and then double-click Navigation Sets.
Click New.
The Navigation Sets editor opens.
Notice that File Menu displays first in the list. While this isn’t a navigation button, it's part of every navigation set, and you can configure it with the items you want to create from the application menu. Click File next to the Home tab on the ribbon to access the File Menu.

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.
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.
Expand each folder to view its items.
File Menu always appears 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.
On the left side of the content pane, click the plus sign next to Components to expand the list of configuration items.

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, you must enable them before you create your navigation set. Contact your Oracle account manager.

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. When you access any report in this folder, you can double-click a staff account or profile in the Profiles report to open it. You can also select one and click Open. You can 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 logged in staff members. You can use this report to manage your desktop usage administration. See Log Out a Staff Member Manually.
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. See Profiles.
Password Configuration	Define requirements for password expiration, number of invalid logins allowed, and password length for staff accounts. See Configure 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 modify the information that displays 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 Chat. You can also create custom workspaces for the Quote, Quote Product, and Service Opportunity windows. See Overview of Workspaces.
Client Workflow Images	Create images to use in workspaces and in questions for guided assistance. See Images Explorer.
Navigation Sets	Create navigation sets containing the navigation buttons and associated navigation lists staff members can access. See Create a Navigation Set.
Customizable Menus	Create menu items to keep your knowledge base organized and up-to-date. See Overview of 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 object feature before creating your navigation set, the tree won’t contain any folders and only the default menu items will be listed in the tree. See Menu-Only Custom Objects.
System Menus	Customize any of the following default menu items in this folder. When you enable Opportunity Tracking and Chat, 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. These give agents a more complete understanding of all incidents submitted by each contact. See Overview of Channels.
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 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 Overview of the Answer and Question Details Pages). 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 Overview of Chat Configuration.
Message Templates	Customize your B2C 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 How the Message Templates Editor Works.
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.
Mailboxes	Add Service and Outreach mailboxes (when Outreach is enabled) and customize mailbox settings. You can configure both outgoing and incoming email options. See How Mailboxes Work. 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 Add or Edit a Distribution List. Distribution lists can also be used to schedule and send reports. See How You Schedule Reports.
Rules	Configure your application with business rules to automate workflow and handle routine tasks. See Create a Rule Base.
Configuration Settings	Customize configuration settings for each interface. See How You Customize Configuration Settings. 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 How You Customize 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 Log File Errors and Information.
Process Designer	Create custom processes (object event handlers) that run when events occur on an object in B2C Service. See 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 Overview of Finding Content on the Customer Portal.
Answer Stopwords	View or change the list of stopwords for answers that will be excluded from indexing and searching. See B2C Service and Your 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. See B2C Service and Your 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 Overview of Service Level Agreements (SLAs).
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 Overview of Service Level Agreements (SLAs).
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 Overview of Service Level Agreements (SLAs).
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 (subproducts) and categories (subcategories). 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. See Search Optimization Using 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 is available to staff: Incident Text and Rule Text. See Overview of Content Library. 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 Overview of Content Library.
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 Overview of 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 Overview of Channels.
Database	This folder contains options to add and update items in your database to ensure that 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. See View Your Database Data Dictionary.
Custom Fields	Gather additional information about answers, contacts, incidents, opportunities, organizations, quotes, sales products, staff accounts, and tasks. See Custom Field Types.
Object Designer	Create custom objects in order to integrate your organization’s data with B2C Service. 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 Custom Object Types. If you disable the custom objects feature before creating your navigation set, the Object Designer won’t display in the default list.
Incident Thread Correction	Convert an incident response thread into a note thread. Customers never see note threads in their incident responses. If you’ve Edit/Delete Committed Thread Content permission set in your profile, you can edit incident thread content, including deleting images. See Edit or 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 How Data Import Works.
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 Email Address Sharing.

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 finds items in folders that aren’t expanded.
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.
To remove an item from the configuration list, select it and click Remove.
To group your items into more categories than currently exist in the configuration list, click New Folder.
1. Enter the name of the folder.
2. Drag items to the folder.
To rename a folder, including one of the default folders, right-click it and select Rename. Then enter a new name.
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.
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.
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 click File Menu. See Configure the File Menu.
Click Save.
The Save As window opens.
Enter a name for the navigation set in the Navigation Set Name field and click OK.

What to do next

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. See Profiles and Staff Accounts Editor.

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 click the Gear button in the Configuration list to add items to a list directly from the navigation pane. When you add items this way, you’re changing only your lists, not the original navigation set. See How You Customize Navigation and Configuration Lists. To examine the implications of customizing your navigation set from the navigation pane, see Overview of Navigation Sets.