Field Assist groups provide a structured way for users to submit, track, and resolve support requests within Collaboration. Field Assist groups help organizations manage operational issues, technical support requests, and escalations through dedicated queues and operators.
Before you begin, ensure that Collaboration permissions are enabled for the
appropriate user types. For more information, see Enable Collaboration
Permissions for User Types.
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Go to .
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Click the Add new group icon.
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Complete the following fields:
- Name: Specify a name for the Field Assist.
- Type: Select Field
Assist.
- Active: Select this option to make the Field
Assist available immediately after it is created.
- Description: Enter a brief description of the
Field Assist group.
- Enable Oracle Digital Assistant: Select this
option to enable Oracle Digital Assistant as a virtual operator for the
Field Assist. Oracle Digital Assistant can answer user questions and
automate support interactions before operator involvement. A valid
Oracle Digital Assistant subscription is required.
- Collaboration with groups: Specify which
collaboration groups can communicate and share information with this
Field Assist group.
- Supporting Field Assists (formerly Assisting
Helpdesks): Specify the other Field Assist groups that
this group can contact for additional assistance or escalation.
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Click Save.