How do I enable Help Desk to use Intelligent Advisor?

You can integrate Help Desk with Intelligent Advisor to help make decisions on what information agents should collect to update and close help desk requests. Agents access your Intelligent Advisor interviews through Smart Actions in the Action Bar.

The interview can provide step-by-step guidance to help make sure agents are following the defined process, performing all the necessary tasks, and collecting all information before taking the next action like closing the request or escalating it to a case.

Note: This feature requires a license for Oracle Intelligent Advisor. The Oracle Intelligent Advisor administrator and Help Desk Administrator should work together to configure this feature.

Prerequisites

Before you can use Intelligent Advisor, you need to create an interview using Oracle Policy Modeler and deploy the interview to your Oracle Intelligent Advisor hub. When you create the interview, make sure you note the URL of the Intelligent Advisor Hub for your environment, and the name of the Interview that you'll be using for existing help desk requests.

For more information, see Prerequisites for Adding an Interview to Fusion Interfaces and Add an Interview to Fusion Help Desk.

Steps to Enable

After you Opt In to the feature, configure the Smart Action to use Intelligent Advisor in Help Desk.

1. On the Navigator, expand the Configuration Section and click Application Composer.
2. Go to the Smart Actions Page.
3. If you're not already in a sandbox:
   1. Activate a sandbox by selecting the link in the warning at the start of the page.
   2. Check the Application Composer tool.
   3. Click Create Sandbox.
   4. Give the sandbox a name and description
   5. Click Create and Enter.
   6. In Tools, choose Application Composer.
   7. Navigate to the Smart Actions page.
4. Type Assess in the Search box and hit enter on your keyboard.
5. Highlight Assess Help Desk Request.
6. Click the Duplicate icon to create a Smart Action (You need to define it to use the Intelligent Advisor Hub and Interview Name as noted in the introduction of this procedure.
7. In the UI-Based Action Details section of the Smart Action Edit page, click the Edit icon.
8. Click the Edit icon for Deployment Name and enter the name of the Intelligent Advisor interview to be run by this Smart Action.

   No full path is required.

9. Click the Edit icon for opaSiteURL and enter the Intelligent Advisor URL for your environment.

   No URL paths following the .com is required.

10. Click Continue.
11. Click Submit.
12. Follow all the steps above for each of the interviews you want to run from the Help Desk action bar.
13. Publish the sandbox.