1. Implementing Digital Customer Service
  2. Overview of Digital Customer Service

Overview of Digital Customer Service

Oracle Digital Customer Service is an offering within Oracle Fusion Service that lets you provide your customer account users self-service access to their service requests and relevant knowledge articles through a web interface.

You can configure the Digital Customer Service application user interface to reflect a company brand. Using Oracle Visual Builder, you define root pages and styles, and include various UI components, depending on your business needs.

Note: To use Chat inlays in Oracle Fusion Service, you must configure some profile options. For more information, see "Configure Chat Inlay" in Oracle Fusion Service Implementing Digital Customer Service.

Once configured and deployed, your customers can self-serve through the application and search for knowledge articles to solve their problems. Additionally, your customers can register as Digital Customer Service self-service users so they can interact with your customer service representatives through service requests, work orders, by chatting, or by cobrowsing.

Here are general overviews of the design time and of the run time architecture. The Digital Customer Service application relies on the following APIs:

  • crmRestApi. Provides the connection to Fusion Service.

  • fscmRestApi. Provides the connection to the Oracle Application Cloud topology manager and functional setup.

  • idcsRestApi. Provides the connection to Oracle Identity Cloud Service.

  • knowledge-service. Provides the connection to knowledge content and search.

  • attachmentDocTrackerRestApi. Used by the file attachment upload mechanism.
  • attachmentUploadRestApi. Used by the file attachment upload mechanism.
  • kmRestApi. Used to access the Knowledge Management v2 REST API
  • utilityRestApi. Used by ODCS Knowledge Attachment download mechanism.

At design time, when developing a Digital Customer Service application, the developer logs into Oracle Identity Cloud Service to access the Visual Builder Designer and selects available application templates and components from the Component Exchange. The source code for the application can be maintained in a Git repository provided through the Visual Builder Studio (formerly known as Developer Cloud Service). The application is built to interact with various REST services from the associated Fusion Service instance. Here's a look at the design time architecture:

A graphic of the design time architecture.

At run time, a self service user interacts with the Digital Customer Service application that's served up from the Visual Builder runtime environment, and can make requests for a self-service account that's created for the user on Oracle Identity Cloud Service. The user can then log in to Oracle Identity Cloud Service to get authenticated access to the application and use the full functionality of the application enabled by the various REST services from Fusion Service. The application may also expose Chat functionality and the ability to Cobrowse the customer's website with a customer service representative. Here's a look at the run time architecture:

Diagram of run time architecture.

For more information, refer to Implementing Digital Customer Service.