Configure Screen Pop Rules for Help Desk, Fusion Sales, and CX for Utilities

You can configure screen pop pages to display pages of information that can aid an agent in starting a customer interaction efficiently. For example, you can configure a screen pop page to display information about an open ticket logged by the call-in customer.

You can create screen pop pages for ready-to-use standard business objects or user-defined objects. You can also screen pop for custom objects you've created, in Application Composer.

Here's a high level overview of how you configure screen pop pages in Setup and Maintenance:

1. Configure business objects: These business objects are associated with standard or custom objects. Standard objects include ready-to-use objects, such as Service Requests or Queues, and the custom objects are created by you.
2. Create tokens: You associate tokens with business object attributes. For example, you can create a token called SVC_INVOICE_DATE and associate it with the Invoice_Date field of the Invoices business object.
3. Map pages: Mapping associates a screen pop page with the pages of the underlying standard or custom object.
4. Create rules : Rules identify the page that's displayed when passing a token. Rules are defined in order of priority. For example, if a service request number is available, display the service request page. If no service request number is available, but there's a contact identified, display the Edit Contact page. If no service request or contact information is available, display the Create Contact page.

Manage Screen Pop Configuration

Business object configuration enables you to specify the business objects that can be used for reverse lookup and screen pop.

1. Sign in to your Fusion application as an administrator.
2. In the Setup and Maintenance work area, go to the following:
   • Offering: Service.
   • Functional Area: Communication Channels (select All Tasks from the Show drop-down list)
   • Task: Manage Screen Pop Configuration
3. On the Screen Pop Page Configuration page, click the Business Objects tab.
4. Click the Systems Objects tab.
5. View the objects in the Mapped System Objects list.
6. Click Save.

Create Business Objects

Configuring business objects enables you to specify those business objects that can be used for reverse lookup and screen pop. You can configure a standard business object or a user business object. A standard object is based on a ready-to-use business object and a user business object is based on a user-defined business object that's created using the Application Composer.

Business objects are associated with standard or user-defined objects. Standard objects include ready-to-use objects, such as Service Requests or Queues, and the user-defined objects are created by the user.

A standard business object is based on a preconfigured business object, such as Service or Queue. The standard or the predefined objects can't be changed or deleted.

Here's how you create a business object:

1. On the Screen Pop Page Configuration page, click the Business Objects tab.
2. Click the User Business Objects tab.
3. Click Add.
4. Select object type as User-Defined.
5. Select the application in which you created an object. For example, select Service application.
6. Type the name of the user-defined object that you created and click Validate. For example, type SRTickets.

   If the object name is valid, the object's full path is displayed.

7. Click Add, then click Save or Save and Close.

Create your own token

Tokens are associated with the attributes of a business object. This tasks assumes you're using a provided business object or a custom object you've created.

1. On the Screen Pop Page Configuration page, click the Tokens tab.
2. Click the System Token tab and view the predefined tokens. You can't change or delete these tokens.
3. Now, to create a new token, click the User-Defined Tokens tab.
4. Click the Add (+) icon.
5. Use the following list to specify your values for the new token:
   • Name: Enter a name for the token.
   • Token Code: A unique code that's used to represent a token.
   • Description: Provide any extra information about the token.
   • Object Name: Optional. The business object to which the token is associated.
   • Object Attribute: Optional. The attribute of the business object that's associated with the token.
6. Click Save.

Map a page

Mapping associates a screen pop page with the pages of the underlying standard or custom object.

1. On the Screen Pop Page Configuration page, click the Pages tab.
2. Deselect Show only used.
3. You can view the list of pages available for mapping. Standard pages can't be changed or deleted.
4. To create a new mapping, click the Add (+) icon.
5. Click the User Interface Type drop-down list and select Redwood, then do the following:
   1. Business Object: Click the drop-down list and select the business object you want to map to.
   2. Page Name: Enter a name for your page.
   3. Page Title: Enter a title for the screen pop page. A title can contain a title prefix, the name of the token, and a title suffix. One of these values is required.
   4. Page Path: If you've selected a user-defined type of mapping, the page path is displayed automatically when you select the page. However, for a standard mapping, you must specify the page path. After specifying a page path, click Inspect to validate the page path and to list the page parameters.
6. In the Page Parameters Mapping section, associate required parameters with a token or a user-defined value. Based on the information passed to one or more page parameters, the result is displayed in the page. For example, based on the invoice number parameter, the invoice details screen is displayed.
7. Click Save.

Overview of creating an defining rules

Rules identify the page that's displayed when passing a token. Rules are defined in order of priority. For example, if a service request number is available, display the service request page. If no service request number is available, but there's a contact identified, display the Edit Contact page. If no service request or contact information is available, display the Create Contact page.

Screen pop configuration rules identify which set of rules must be applied when a screen pop logic is called. Different screen pop rules can be called based on several different variables, such as application classification and channel. Based on the input parameters, you can choose from several different pages to screen pop to the agent. For example, pages such as the Contact Edit, Account Edit, and Service Request edit pages can be displayed to the customer. Also, you can choose to create an object, such as a service request. This framework also allows for user-defined objects to be presented to the agent as part of the screen pop process.

Define rules in order of priority to display a screen pop page, when an associated token value is available. If a rule in a higher priority isn't satisfied, the next in the order is checked.

Note: There can be only one active Rule set for a combination of application classification and UI. If there are multiple active rule sets with the same combination of application classification and UI, you'll receive an error.

View standard ready-to-use rules

1. On the Screen Pop Page Configuration page, Click the Rules tab.
2. View list of all ready-to-use Rule set for Redwood and ADF interface
3. To activate ready-to-use Rule set, check the checkbox 'Active' for the required Rule specific to App classification and UI
4. View the list of ready-to-use rules of each rule set. By clicking on Rule set a table will be displayed below with details like channel, priority, token, and page to pop

Define new rules

1. On the Screen Pop Page Configuration page, click the Rules tab.

   We'll now create a rule set. A rule set consists of one or more rules that are defined in an order of priority.

2. Create a rule set: by doing the following:
   1. Click the Add (+) icon.

      You can also select Duplicate from the Actions menu to duplicate an existing rule set.

   2. Enter a name for the rule set.
   3. Select an application classification to which the rule set belongs.
   4. Click the User Interface Type drop-down list, and select Redwood depending on your implementation.
   5. A rule set is Active by default. To deactivate a rule set, clear the Active option.
   6. Enter a description for the rule set.
3. Next, add rules to the rule set by doing the following:
   1. Click the Add (+) icon.

      The priority column displays the order of priority in which the rules are checked. You can change the priority by clicking up arrow and down arrow icons.

   2. A rule is enabled by default. Clear the Enable option to disable a rule.
   3. Select the communication channel to which the rule is applied.

      For example, a rule is applied only when an agent receives a service phone call or when there's a chat alert from a customer. You can add or change the channels list by changing the associated lookup values.

   4. Select a token name.

      You can select ready-to-use token or select the created token as specified in the previous section.

   5. Select a page to display, when a token value is available.

      You can select ready-to-use page or select the created page as specified in the previous section.

   6. You can change the priority of a rule by clicking on the up or down arrow.
   7. Click Save.
4. When you're finished creating the rule sets, click Done.