Contents
1 About This Guide
2 About Digital Customer Service
- What's the Digital Customer Service design time and runtime architecture?
- Digital Customer Service Terminology
- What are the Digital Customer Service roles?
- Overview of Self-Service Users
- Benefits of Self Service Optimization
- The Proxy User
- Self-Service Optimization Architecture
- Self-Service Optimization Security
- Technical Compatibility
3 Mandatory Setup Tasks
- Overview of Required Setup Tasks
- Considerations for Setting Up Cloud Accounts
- How do I activate Digital Customer Service as a new customer?
- How do I activate Digital Customer Service as an existing user?
- Set Up Oracle Identity Cloud Service
- Required Role for Identity Cloud Service Setup
- Locate the Oracle Identity Cloud Service URLs
- Set Up Oracle Identity Cloud Service for authenticating your VBCS Application
- Create a Client application
- Configure the Resend Welcome and Password Recovery email templates
- Set up Self-Service registration when IDCS is configured as a service provider
- How do I add Visual Builder roles?
- Set Up Oracle Fusion Service
- Enable Digital Customer Service
- Configure a user category for proxy users
- Create the proxy users
- How do I set profile options for Self-Service Optimization?
- Set the Oracle Identity Cloud Service endpoint
- Configure the client ID and client secret
- Create groups in Fusion Service
- Manage the proxy user configuration data
- How do I set proxy user credentials in DCS?
- Validate Self-Service Optimization setup
- Set Up Administrators and Developers
- Set Up Oracle Visual Builder
4 Create a Basic Digital Customer Service Application
- Create a New Digital Customer Service application
- Stage and Publish the Digital Customer Service Application
5 Develop Your Digital Customer Service Application
- Overview of Developing Your Digital Customer Service Application
- How do I configure DCS profile options?
- Configure Source Control for Applications
- Secure Pages
- Use custom job roles
- Application Configuration Settings
- Apply Themes to your Digital Customer Service Application
- Change the Appearance of your Digital Customer Service Application
- Custom Objects
6 Additional Feature Configuration
- How do I configure multiple business units with Digital Customer Service?
- Configure Installed Base Asset Components
- Disable Asset Management
- Configure Cobrowse
- Integrate Chat in Your Digital Customer Service Application
- Map Roles for Digital Customer Service
- Set Up Products, Categories and Knowledge Articles
- Create a Digital Customer Service Icon in Oracle B2B Service
- Configure Proactive Knowledge
- How do I set up Digital Customer Service self-service registration?
- How do I configure the Self-Service Registration object in Digital Customer Service?
- Set Up Visual Navigator
- Automatically Populate Key Information in Pre-Chat Form
- Set Up Vanity URLs
- Post-Configuration Verification Tasks
- Add a Fusion Service Field to the Service Request Page
- How do I enable my own sign in pages?
- Enable Automatic Login for Authenticated Identity Cloud Service Users
- Enable Your Own Forgotten Password Page
- Localize Digital Customer Service for Multilingual Support
- Propagate Attribute Changes of Fusion Service Contacts to IDCS Users Accounts
- Overview of Steps to Propagate Attribute Changes of Fusion Service Contacts to IDCS Users Accounts
- Setup for Coding
- Create a Trusted Client Application in Identity Cloud Service
- Create a User
- Create Web Services
- Create Global Functions
- Create an Object Function on the Contact Object
- Create Object Workflow on the Contact Object
- Test the Global Methods using Triggers
- Test the Object WorkFlow
7 Users and Accounts
- Self-Service Registration
- How do I set up Self-Service Registration without an account key requirement?
- Assign Roles to Digital Customer Service Users
- Create and Manage Custom Self-Service Roles
- Grant Self-Service Access to Resources
- Set Up Customer Accounts
- Manage Registration Requests
- Manage Self-Service Users
- How do I Import Self-Service users?
- Self-Service Contact or Account Merge
8 Knowledge User Groups
- Create a Knowledge User Group
- Create a Custom Job Role and Assign Two Data Security Policies
- Create a Proxy User and Grant the Job Role
- Add the New Proxy User to the FND_IDP_PROXY_USER_WHITELIST Profile Option
- Verify that Identity Cloud Service has a Corresponding Group
- Modify Existing Self-Service Optimization Configuration Data
- Create Knowledge Articles in Fusion Service and Assign them to a User Group
9 Components
- Overview of Components
- Installed Base Asset Components
- Interaction Methods Components
- Product and Category Components
- Knowledge Management Components
- Service Requests Components
- What are the work order components?
- Sign In and Sign Out Components
- User Components
- Integrate Composite Component Architecture Components
- View Information about Components
10 Life Cycle Management
- Determine Component Versions
- Determine Template Version
- Updates and Upgrades
- Promote Your Application to Another Instance
- Promote Your Fusion Service Proxy User Data to Another Instance
11 Migrating to Self-Service Optimization
- Overview of Migrating Users to Self-Service Optimization
- Pre-Migration Tasks
- Overview of Pre-Migration Tasks
- Pre-Migration Tasks for Setting Up Oracle Identity Cloud Service
- Pre-Migration Tasks to Set Up Oracle Fusion Service
- Pre-Migration Tasks to Set Up Administrators and Developers
- Specify Fusion Service Details to Visual Builder Cloud Service
- Prepare Your Current Application for Self-Service Optimization
- User Migration
- Self-Service Optimization User Migration Prerequisites
- Overview of the User Migration Process
- Partition Users for Self-Service Optimization
- Create a Custom Object for the Migration
- Overview of the IdpMigrationManager
- Create Custom Object Functions
- Create a Data Model from a Custom Query
- Create a Custom Report Based on a Data Model
- Schedule the Job for Users for Self-Service Optimization
- View the Migration Report
- Post-Migration Tasks
12 Alternative Implementation Options
- Implement Your Digital Customer Service Experience with REST APIs
- Overview of the Digital Customer Service Experience with REST APIs
- Get Started with the Digital Customer Service Experience with REST APIs
- Add Self-Service Registration
- Set Up Oracle Identity Cloud Service Applications
- Set Up the JSON Web Token Application
- Referenced Third-Party Libraries
- Run the Oracle JET Application
- Configure the Oracle JET Application
- Implement Web Chat
- Create an Application for Self-Service Optimization with Pre-20C Template
- Create an Application with the Standard Digital Customer Service Configuration with a 20C Template or Later