How do I configure the presence and availability privilege?

To set the presence and availability, an agent must be given the Manage Omnichannel Presence and Availability privilege.

This privilege is available by default to the following job roles:

• Next Gen Human Resource Help Desk Agent
• Next Gen Human Resource Help Desk Manager
• Internal Service Request Help Desk Agent
• Internal Service Request Help Desk Manager

To grant the Manage Omnichannel Presence and Availability privilege to any other role, do one of the following in the Security Console:

• Create a role and provide the privilege to the role.

• Copy one of the default job roles with the privilege and create a role to add the privilege.

For more information about copying job roles, see the Oracle Fusion Cloud Customer Experience Securing Sales and Fusion Service guide.

Note:

After you add the privilege to the new role, you must associate a user to the new role.

Configure the Presence Toolbar

In addition, for the Presence toolbar to be visible for Help Desk in the Redwood Experience, the Profile Option with the name SVC_HD_SHOW_AVAILABILITY is required.

There are two steps to configure this:

1. Create a new profile option to enable the latest version and set the value to 'Y'.
2. Add the new profile option to the profile categories so it is available for REST queries.

Create a New Profile Option

1. Navigate to Setup and Maintenance.
2. Click Tasks.
3. Search for the task Manage Profile Options.
4. Click Search.
5. Click the Manage Profile Options task link.
6. On the Manage Profile Options page, in the Search Results region click Add .
7. On the Create Profile Option page, enter the following:
   • Profile Option Code: SVC_HD_SHOW_AVAILABILITY
   • Profile Display Name: Help Desk Show Availability
   • Application: Service
   • Module: Service
   • Description: Enables Help Desk agent to set availability.
   • Start Date: 12-Dec-2022
   • End Date: blank
8. Click Save and Close.
9. On the Manage Profile Options page, select the Enabled and Updatable checkboxes for the Site level.
10. Click Save and Close.
11. Click Done.

Set the Profile Option Value on the Newly Created Profile Option

1. Navigate to Setup and Maintenance.
2. Click Tasks.
3. Search for the Manage Administrator Profile Values task.
4. Click Search.
5. Click the link for the Manage Administrator Profile Values task.
6. On the Manage Administrator Profile Values page,enter the Profile Option Code: SVC_HD_SHOW_AVAILABILITY
7. Click Search.
8. In the Profile Values region, set the Profile Value for Site to Y.
9. Click Save and Close.
10. Click Done.

Note: It can take a few minutes for the new Profile Option to take effect. You can verify you're seeing the new UI version by the URL patch. The new version contains 'fscmUI/redwood/helpdesk'. If the URL contains 'crmUI/helpdesk' then the previous version is still enabled.