Implementation overview

Use Digital Customer Service to provide your customer account users with a self-service web interface where they can access their service requests along with relevant knowledge articles.

With a configurable user interface and Oracle Visual Builder integration, you can create a user interface to reflect your company brand, and depending on your business needs, you can use Visual Builder to define root pages and styles. You can also implement Embedded Service, a syndicated widget, which provides users with multifunctional help at a point of need, where you can implement modular components such as Search Knowledge, Popular Articles, Live Chat, and others. For more information on implementing Embedded Service, see the Embedded Service playbook "How do I implement Embedded Service?"

A graphic showing the implementation overview of Digital Customer Service in Fusion Service

Use this playbook to get Digital Customer Service up and running. Here's a high level overview of what you need to do to get started:

Set Up Oracle Identity Cloud Service
Set up Fusion Service
Set Up Administrators and Developers
Set Up Oracle Visual Builder
Create a Digital Customer Service application

What you can do after completing these steps

Give your customer account users self-service access to their service requests and relevant knowledge articles through a web interface.
Configure the user interface to reflect your company brand. If you want, you can also define root pages and styles, and include various UI components.
Help your customers to search for knowledge articles, and solve problems through the self-service application.
Enable your customers to register as Digital Customer Service self-service users so they can interact with your customer service representatives through service requests, work orders, or by chatting.

About the case study

This Playbook uses a case study to define the scope of the implementation tasks and illustrate their interdependence.

The case study is based on a fictitious company named Vision Corp, a global high-tech company that sells laptop and multiple server product lines to businesses and other organizations. Vision Corp would like to provide their customer account users self-service access to their service requests and relevant knowledge articles through a web interface to take advantage of the previously mentioned benefits.