Implementing Service Center with the Redwood User Experience

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1 About This Guide
- Audience and Scope
- Related Guides
2 Access Service Center
- How do I enable Service Center?
- What are the ready-to-use privileges and roles?
3 Profile Options, Lookups, and Scheduled Processes for Service Requests
- What are Profile Options, Lookups, and Scheduled Processes?
- Overview of Profile Options
- Lookup Types
- How do I change lookups?
- Modify Channel Type Visibility
- FAQs for Lookups and Lookup Types
- What are scheduled processes?
- Profile Options and Scheduled Processes for SR Management
- Purge SRs and Related Objects When You Purge Contacts
  - Decide Which Related Objects to Purge When You Purge Contacts
  - Configure Profile Option for Actions to Take When Contacts Are Purged
- Audit Trail for Service Requests
  - How do I enable users to create an audit trail?
- FAQs About SR Management
4 Users and Security
- Overview of Defining Setup Users
- Overview of Setting Up Users and Security
- What are resources?
- Setting Up Resource Teams
- FAQs for Define Resource Team Information
- About Security Roles
- Set Up Service Request Visibility Based on Queue
- Set Up Service Request Visibility Based on BU
- Data Security Policies on SRs
- Set Up Read-Only Access to the Service Request Header
  - How You Set Up a Role With Read-Only Access to a Service Request
  - How do I set up a role with read-only access?
- Set Up Read-Only Access to the Service Request Header and Service Request Messages
  - How You Set Up a Role With Read-Only Access to Service Request and Service Request Messages
  - How do I set up a role with read-only access?
5 Set Up Activities Configurations
- What Service Request Activities Track and Display
- What are the Activities setup tasks?
- Required Job Roles and Privileges for Creating Activities Configurations
- How You Enable and Display Activities
- How do I create and activate a service request activities configuration?
- Before You Run Activities Initialization Jobs
- Specify What Displays in Activities
- How do I run the Publish Feed Elements job to index activities?
- How do I migrate an index of activities from production to test?
6 Extend Service Center
- How do I extend my Service Center application?
- Extensibility at a Glance
- Set Up Visual Builder Studio
- How to Provision a VB Studio Project Using an Application Template
- Service Request Standard Pages Extensibility Matrix
- Work with Dynamic UI
  - Get to Know Layouts
  - What dynamic forms can I extend?
- Work with Dynamic Forms
- Work with Dynamic Tables
  - Extend Dynamic Tables
- Work with Dynamic Containers
- Service Request Categories
  - Manage Parent and Child Service Request Categories
- UI Events Framework
7 Catalog Management
- How do I define a catalog for Service?
- Overview of Sales Catalogs
- Sales Catalog High-Level Setup Steps
- Add Products to the Catalog
- Validate the Service Catalog
8 Configure Service Request Outcomes and Resolutions
- Outcomes and Resolutions
- Manage Outcomes and Resolutions
- Ready to Use Outcomes and Resolutions
- Manage Resolutions
9 Work Assignment and Routing
- Overview of Assignments, Mappings, and Rules
- Implementation Concepts for Work Assignment
  - What are work assignments?
- Assignment Mappings
  - How do I export and import assignment objects and rules setup data?
  - Points to Consider to Export and Import Setup Data
- Assignment Rules
- Tips for Creating Assignment Rules and Rule Sets
- Work Assignments
- Omnichannel
- Prevent Work Starvation
- FAQs About Service Requests and Queues
10 Service Entitlements
- Overview of Service Entitlements
  - What are entitlements?
  - Overview of the Milestone Lifecycle
- Milestones and Coverages
- Set Up Additional Condition Columns for Standard Coverage Entitlement Rules
- Set Up Administrator-Defined Milestones
- Configure Milestones for Multiple Business Units
- Troubleshoot with Milestone Diagnostics
  - Overview of Milestone Diagnostics
  - How do I view the milestone diagnostics report?
11 Set Up Service Business Units
- How are business units for set up for Service and Help Desk?
- How do I enable multiple Business Units Fusion Service?
- Manage Internal Resource Organizations for Service BUs
- Manage Resource Organization Hierarchies for Service BUs
- Create a Business Unit for Service
- Associate Resource Organizations with Business Units
- Create Employees for a Service BU
- How do I set the scope in Service BU setup?
- Overview of optional setup tasks for Service BU
- Secure the Business Unit Field on a Service Request
- Export and Import the Functional Setup Data for Business Units
- Overview of BU-Based Service Request Visibility
- Migrate Business Objects Between Different Business Units
- Associate Different Catalogs with Different Business Units
12 Import and Export
- What's Import and Export Management?
- Use Functional Setup Manager to Import, Export, and Compare Categories Between Environments
- Before You Import
- Import Objects
- Overview of Bulk Data Export
13 Real-Time Channels
- Chat
- Computer Telephony Integration (CTI)
- CTI Media Toolbars APIs
- Configuration APIs
- Interaction APIs
- Event Listener APIs
- Configure Screen Pop Pages
- Call Flow Parameter Settings
  - Call Flow Parameter Settings
  - Configure Call Flow Parameters
- Configure Wrap Up
  - Populate Wrap Up Parameters Automatically
  - Overview of Extending Wrap Up
14 Set Up Digital Assistant as a Chat Bot
- How do I create Oracle Digital Assistant as an agent?
- Create a User Agent for Digital Assistant
- Configure Chat Options and Enable Notifications
- Set Up Queues and Agent Capacity for the Bot User
- Extend the Universal Work Object
- How do I create routing rules?
- How do I synchronize users and roles to Oracle Identity Cloud Service?
- Link with Oracle Identity Cloud Service
- Create a Resource Application
- Configure a Client Application
- Provision Chat Service
- Configure Oracle Digital Assistant
- Create and Extend an ODA Skills
- Create a New Authentication Service
- Set Up Digital Assistant as an Agent in Oracle Digital Assistant
15 Email Channels
- How are inbound messages processed?
- How do I set up inbound and outbound email?
- Enable Configuration of Email Communications
- How do I configure an email channel?
- Inbound Message Filters
  - How do I use inbound message filters?
  - How do I create an inbound message filter?
  - Update an Inbound Message Filter
  - What are some examples of inbound message filters?
- How do I configure profile options for inbound and outbound email?
- How do I enable the ability to add all contacts and team members or add additional email recipients?
- How do I set the From Name in outbound emails?
- How do I define email templates?
- How do I change acknowledgment messages for inbound email?
- Decide Whether to Add Email Recipients as Service Request Contacts or Team Members
- How do I enable deep links to KM articles in outbound emails?
- Access Point Setup for Inbound Emails
  - Overview of Access Point Setup for Inbound Emails
  - How do I validate my inbound and outbound email setup?
  - How do I register or unregister access points for inbound email?
  - Overview of Times Displayed for the Access Points
  - How You Interpret the Times Displayed for the Access Points
  - Summary of Tips to Interpret the Times Displayed for Access Points
  - Troubleshoot Access Point Issues
  - Example of a Scenario Where Inbound Email Fails
- Job to Process Inbound Emails
  - How do I configure a job to process inbound emails?
- Display Email Thread in Preview and Outbound Email
  - How do I display email thread of past conversations?
  - How do I configure profile options to display an email thread?
  - How do I change email templates to display the email thread?
  - Configure Email Templates to Control When to Include Past Conversations
  - Include Messages of Only Some Channel Types in Past Conversations
- Purge Inbound Email Messages
  - Purge Inbound Email Messages
  - Configure Profile Options to Purge Inbound Email Messages
  - Schedule a Job to Purge Inbound Email Messages
- Send Bulk Emails
  - Optimize Sending Emails in Bulk
- Detect Unprocessed Emails
  - Detect Your Unprocessed Inbound Emails
  - Configure Profile Options to Detect Unprocessed Emails
- FAQs for Service Email
  - Frequently Asked Questions (FAQs) for Service Email
  - What happens when a customer sends a service email?
  - How can I detect and prevent email loops?
  - Why do some emails show as delivered in the configuration menu, but the SRs aren't created?
  - Can I use the problem description of an SR as the subject in an outbound email?
  - Why is the channel ID set to the default email channel for some of my inbound emails?
  - How can I prevent a new SR from being created when a customer replies to an email notification that’s set up using Groovy scripts or object workflow?
  - How can I facilitate customers to reply to email notifications created using object workflow?
  - How can the errors be logged and tracked when a service request is not created through email?
- Notes
  - How do I enable users to edit their internal notes and customer entry messages?
  - Enable Users to Mark a Message as Containing Personal Information (PII) and Set the Message Subtype Value
  - Configure Message Sub Type Values
16 Integrate with Microsoft Exchange Server
- Overview of the Integration with Microsoft Exchange Server
- Register an App in Microsoft Azure
- Limit Access of Mailboxes Using REST API
- Configure Fusion Email
- How do I create a job to read messages?
- Create a Job to Delete Messages
- How do I schedule deletion of inbound emails that were previously retrieved from Exchange Server?
17 Interactions
- Interactions
  - Overview of Interactions
- Configure Cross-Channel Interactions
- Data Security Policies for Interactions
  - How do I define data security policies for custom roles?
18 Action Plans
- Set Up Action Plans
- Use Oracle Process Automation with Action Plans
  - Overview of Using Oracle Process Automation with Actions and Plans
  - Configure Oracle Identity Cloud Service and Oracle Process Automation
- Configure Oracle Process Automation with Oracle Fusion Service
19 Integrate with Intelligent Advisor
- Oracle Intelligent Advisor
- Create a Fusion Sales and Fusion Service Connection in Intelligent Advisor
- Download and Install Policy Modeling
- Connect the Policy Modeling Project to Intelligent Advisor Hub
- Map Data to and from Fusion Sales and Fusion Service to Policy Modeling
- Configure Intelligent Advisor Interviews
  - How do I create cases or SRs by interview?
20 Set Up Agent Insights
- Overview of the Insights Panel
- Set Up the Agent Insights Panel
21 Enable Productivity Tools
- How do I enable productivity tools?
- How do I manage SmartText entries?
- How do I create and edit private SmartText entries?
- How do I create and edit public SmartText entries?
- What are the SmartText naming conventions?
22 Channels for Collaboration
- How do I control the display of channels used only for internal conversations?
- How do I create an email channel for collaboration or internal conversations?
- Translate the Communication Channel Display Names
  - Translate Display Name of Communication Channels into Installed Languages
23 Slack Channels
- Overview
  - Use the Slack Channel for Collaboration
  - How do I set up a Slack channel?
- Set Up a Slack Channel: Method 1
- Set Up a Slack Channel: Method 2
- Slack Notifications
- User Credentials for Executing Commands
  - Set Up User Credentials for Executing Commands from a Collaboration Network
- FAQs About Slack Integration
  - Frequently Asked Questions (FAQs) for Slack Integration
  - Why is there a banner recommending I update the permission scopes for my Slack app?
24 Collaborate with Slack
- How do I collaborate with Slack?
- Create a Collaboration Action for Slack
- Create a Child Action for a Collaboration Action for Slack
- Create a Second-Level Child Action for a Collaboration Action for Slack
- Add an Event to Capture Messages Mentioning Your Slack App
25 Collaborate with Microsoft Teams
- Prerequisites for Setting Up a Microsoft Teams Channel for Fusion Service
- How do I Set Up a Microsoft Teams Channel?
- Create a Microsoft Teams App
- Set Up a Bot User for Your Microsoft Teams App
- Register Your Microsoft Teams App in the Azure Portal
- Enable Collaboration With Microsoft Teams in Functional Setup Manager
- Update Functional Setup Manager with Credentials of Your Microsoft Teams App
- Create a Microsoft Teams Channel
- Send and Receive Attachments from Microsoft Teams Channel Users
- Enable Notifications to Microsoft Teams
- Create a Collaboration Action
- Create a Child Action for a Collaboration Action
- Create a Child Action for the Reply to Request Child Action
- Configure the FND_IDP_PROXY_USER_WHITELIST Profile Option
- Upload Your Microsoft Teams App
- How do I install the Microsoft Teams app and add it to my team?
26 Configure Notifications
- Set Notification Triggers and Preferences
- Sample Groovy Scripts for Notifications
- Set Push Notifications
  - Configure Push Notifications
27 Adaptive Intelligence
- Overview of Adaptive Intelligence
- Configure Service Request Similarity
- Configure Service Request Classification
  - What's Service Request Similarity?
  - Prerequisites for Classifying Requests
  - Required Roles
  - Required Connections and Validations
  - Set Up Fusion Service for Service Request Classification
  - Test Service Request Classification
    - Test the Classification for New Requests
  - Insights Dashboard to Evaluate Accuracy
    - About the Insights Dashboard
    - Use the Insights Dashboard
28 Set Up Service Work Orders
- Enable Work Orders
- Extend Work Orders UI Elements
29 Set Up Survey Integration
- Can I use surveys?
- Survey Requirements and Licensing
- Use the Survey Framework with Oracle Integration
- Create the Fusion Service Administrator User for Connecting to Oracle Integration
- Download and Save the Oracle Integration Mapping Package
- Configure the Integration Connections
- Configure the Decision Model
- Activate the Survey Integration Flow
- Note Your Integration Endpoints
- Create Your Survey
- Supported Survey Question Types
- Enable Surveys in Fusion Service
- Manage Survey Products
- Manage Survey Objects
- Manage Survey Configurations
- Manage Survey Templates Task
- Schedule Jobs for Sending Surveys and Collecting Survey Responses
- Verify the Survey Integration is Working
- How to Include an Administrator-Defined Attribute in the Decision Model
- Export and Import the Functional Setup Data for Surveys
- How to Change an Active Decision Model
- What are the prerequisites for survey integration using SurveyMonkey?
- FAQs About Survey Integration
  - Frequently Asked Questions (FAQs) for Survey Integration
  - What happens if there are failures with Oracle Integration jobs?
  - What happens if there is a failure testing one of the Oracle Integration connections?
  - What happens if there is a failure with the Oracle Integration activation?
  - Isn't there a built-in survey tool in Fusion Service?
  - Can I use the survey integration feature without a paid SurveyMonkey account?
  - Where can I find a sample survey package for Fusion Service?
  - Which survey template is sent if an SR qualifies for more than one decision model?
  - Can I have more than one decision model?
  - Can I have more than one Friendly Enough expression in a decision model?
  - Can a decision model be based on any object?
  - How can I deactivate a decision model?
  - How can I map a nonstandard attribute to my email template?
  - Which SR attributes are mapped ready to use?
  - Can I have multiple survey templates when I set up surveys in Fusion Service?
  - What happens if I don't specify an end date on a survey template?
  - What happens if a job doesn't run?
  - What happens if a job fails?
  - How can I extend the survey object?
  - Are there pre-built BI reports for Surveys?
30 Service Analytics
- How do I view analyses using OTBI?
- Service Analytics Roles
- Analytics Subject Areas
- Overview of Parent and Child Interactions in Analytics
- Service Analytics Saved Queries
- Where do I find resources for Oracle Fusion Service Analytics?
31 Set Up Additional Service Features
- Installed Base Assets
  - How do I enable Installed Base Assets for service requests and work orders?
  - FAQs About Installed Base Assets
- Case Management
  - What's Case Management?
  - Opt Out of Case Management
- Service Request Parts Ordering for Service Oracle Service Logistics Cloud Users
  - How can I give users access to create parts orders using service requests?
  - Configure the Cancel and Delete Behavior for Service Requests with Parts Orders
- Copy Maps
  - How do I create a copy map?
32 Integrate Oracle Internet of Things Service Monitoring for Connected Assets
- Overview of Oracle Internet of Things Service Monitoring for Connected Assets
- Integrate Engagement Cloud with Internet of Things Service Monitoring for Connected Assets