1. Implementing Digital Customer Service
  2. How do I configure multiple business units with Digital Customer Service

How do I configure multiple business units with Digital Customer Service

When you have multiple business units, additional configuration is required once you have created your Digital Customer Service applications. Each business unit must have its own Digital Customer Service application.

Note: Only one business unit is supported per Digital Customer Service application.

Once you have created your Digital Customer Service applications, follow the instructions in the following sections of this topic:

  1. Locate the business unit ID in Oracle Fusion Service.

  2. Specify the business unit ID in the Digital Customer Service application.

  3. Configure the Business Unit ID for the Open Service Requests list.

Locate the Business Unit ID

To locate the business unit ID for your Digital Customer Service application:

  1. Sign in to Oracle Fusion Service as an administrator or a setup user.

  2. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Company Profile

    • Task: Manage Business Unit

  3. Locate your business unit in the Search Results list and copy the value in the BusinessUnitId column.

    If you don't see a BusinessUnitId column, click the View menu to access the Columns menu, and then select the columns to display.

    Note: You will need to use the value that you copied in "Specifying the Business Unit ID and Product Catalog Usage Code in the Digital Customer Service Application" later in this answer.

Locate the Product Catalog Usage Code

To locate the Product Catalog Usage Code for your Digital Customer Service application:

  1. Sign in to Oracle Fusion Service as an administrator or a setup user.

  2. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Business Units

    • Task: Manage Service Product Group Usage for Business Unit

  3. Copy the value in the Business Unit Profile Value text box.

    You will need to use the value that you copied in "Specifying the Business Unit ID and Product Catalog Usage Code in the Digital Customer Service Application" later in this answer.

    Note: If you haven't yet set the scope for tasks, the Select Scope dialog box appears.

Specify the Business Unit ID and Product Catalog Usage Code in the Digital Customer Service Application

Once you have located the business unit ID and product catalog usage code in Oracle Fusion Service, you must specify them in your Digital Customer Service application.

To specify the business unit ID and product catalog usage code:

  1. Sign in to Oracle Visual Builder.

  2. Open your Digital Customer Service application.

  3. Click the Web Apps tile.

  4. In the Web Apps tree, click dcs.

    A dcs tab appears.

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

  6. Set the business unit ID:

    1. Click businessUnitId.

    2. In the Default Value text box, specify the value that you copied in Step 3 of the Locating the Business Unit ID task.

  7. (Optional) Set the non-default usage code:

    1. Click usageCode.

    2. In the Default Value text box, specify the value that you copied in Step 5 of the Locating the Product Catalog Usage Code task.

  8. Refresh your Digital Customer Service application.

Note: When adding the Chat or Category Selector to a page, you must ensure that your businessUnitId property is bound to $application.variables.businessUnitId. Moreover, when adding the Product Selector to a page, its usageCode property must be bound to $application.variables.usageCode.