1. Implementing Digital Customer Service
  2. Application Configuration Settings

Application Configuration Settings

Digital Customer Service application settings are configured using application level variables in the Digital Customer Service web application. This topic describes how to configure settings, followed by descriptions of the application variables.

Modify the Application Variables

This topic describes how to modify application variables for your Digital Customer Service application in the Oracle Visual Cloud Builder Service. The variables that are available for configuration are described in the topics that follow.

To modify the application variables:

  1. Sign in to Oracle Visual Builder.

  2. Open your Digital Customer Service application.

  3. Click the Web Applications tile.

  4. Click dcs.

    Note: This is the default name when using the Digital Customer Service Reference Implementation. If you have changed the name in Oracle Visual Builder, click on the modified name.

    The dcs tab appears.

  5. Click the (x) icon (Variables).

  6. Click a variable, and make your modifications.

Linking

This topic describes application variable related to Service Request and Knowledge Management article linking.

All of the application variables related to Service Request and Knowledge Management article linking are contained in the linkConfig application variable. When you use the Digital Customer Service Reference Implementation template, the article linking section is configured as follows:

{
    "SERVICE_REQUEST_CRM": {
        "pattern": "\\b(SR|Bug)(\\d{10})\\b"
    },
    "KNOWLEDGE_LINK": {
        "pattern": "\\b((?:SOL|FAQ)\\d+)\\b",
        "keyProperty": "IMDocumentId"
    },
    "SERVICE_REQUEST_HCM": {
        "pattern": "\\b(Ticket)(\\d{10})\\b"
    }
}

The SERVICE_REQUEST_CRM, and SERVICE_REQUEST_HCM object type lines control the Service Request linking. The KNOWLEDGE_LINK object type line controls the Knowledge Management article linking.

By default in the Digital Customer Service Reference Implementation template, SR and Bug are defined as the case insensitive prefix that identify CRM Service Requests. Similarly, Ticket is defined as the case-insensitive prefix that identifies HCM Service Requests. For Knowledge Management articles, SOL and FAQ can be used interchangeably as the case-insensitive prefix that identifies articles. These prefixes are defined in the pattern application variable in each object type.

For example, if you want to change the prefix for Service Requests specifically to include both SR and Service Request as the prefix patterns, modify the SERVICE_REQUEST object type as follows:

"SERVICE_REQUEST_CRM": { "pattern": "\\b((?:SR|Service Request)\\d{10})\\b"},

Configure Product and Category Filtering

This topic describes the application variables related to product and category filtering.

  • dcsCategoriesOnly Specifies the categories to display in your Digital Customer Service application. When set to true, categories with the CSSFlag set to false in the REST API won't be displayed in the Category Selector.

  • dcsProductsOnly Specifies the products to display in your Digital Customer Service application. When set to TRUE, only products with Enable for Customer Self Service set to YES will be displayed in the Product Selector. When set to FALSE, all products in the Oracle Fusion Service product catalog are displayed.

Configure Product and Category Recent Selections

This topic describes the application variables related to product and category recent selections.

  • recent-selections Contains the recent selections. This variable should be mapped to an application level variable. Up to five recent selections are displayed, with the most recent listed first.

  • recent-list-limit Determines the number of rows that are displayed.

  • show-recent Determines if recent selections are displayed.

Configure Language Defaults in Knowledge Management

This topic describes the application variables related to language defaults in Knowledge Management.

This configuration is required when more than one region is supported for the same language, because the default from the configuration file is used. Also for the API that retrieves the Knowledge Management locales, a localeId must be provided in the kmauthtoken, so that value is taken from the configuration file.

Oracle Knowledge Management supports a predetermined set of locales for knowledge searches. If the Accept-Language header element of the knowledge search REST request doesn't match one of the supported locales, an HTTP 400 error is returned. To prevent this, the locale specified in the Accept-Language header is overridden. This logic that determines the override locale is as follows:

  1. Query the Server for all the supported locales and cache it.

  2. Get the locale preference from the Oracle JET locale configuration using oj.Config.getLocale();

    Note: Oracle JET determines the locale for locale-sensitive operations in the following order: locale specification in the RequireJS configuration, lang attribute of the HTML tag, navigator.language browser property or navigator.userLanguage Internet Explorer property.

    • If the locale preference is on the supported locale list, use it.

    • If the locale preference isn't a supported locale, extract the language from it.

  3. Search the supported locale list by language. If only one match is found, use it.

  4. Search kmLanguageDefaults in the kmConfig application variable. If a match is found, use it.

  5. Pick the default locale for any language not on the list and use it.

The kmLanguageDefaults variable is the child of kmConfig variable. It maintains a mapping of language to locale.

The Interface ID for Knowledge Requests

This topic describes the application variables related to Interface ID defaults for Knowledge Management articles.

Use the kmInterfaceId variable , which is a child of the kmConfig top level application variable, to control what type of Knowledge Management articles appear in your Digital Customer Service application.

kmInterfaceId Variable Value

Effect

1

Only Oracle Fusion Service articles appear.

2

Only Oracle HCM Cloud articles appear.

-1

Both Oracle Fusion Service and Oracle HCM Cloud articles appear.

Application Configuration Settings

The Digital Customer Service application determines whether or not the user registration request requires an account key based on the value of the application variable userRegistrationType. This variable can have one of two values:

  • Contact. Users registering as self-service users must provide an account key. When the user registration request is approved, the contact representing the user is associated with a specific account.

  • Consumer. Users registering as self-service users do not have to provide an account key. When the user registration request is approved, the contact representing the user is created as a standalone contact.

The default value is contact.

To set the value of the userRegistrationType variable:

  1. Open your Digital Customer Service application in the Visual Builder designer.

  2. Select Web Applications.

  3. Select dcs.

  4. Select Variables and Types.

  5. Select userRegistrationType.

  6. Change the default value to either contact or consumer based on the requirements of your application.