How do I enable Service Center Console?

Service Center Console is an enhanced mode of user experience for service agents who handle live customer communications such as phone and chat and require a higher level of multitasking tending to service issues. Using provided in-app navigation tabs, agents can stay within a single browser tab while at the same time quickly and easily navigating between off-line work and real-time communications.

This workspace also features a purpose-built landing page that allows agents to view the most critical customer information at a glance when they receive a screen pop for an inbound communication. This feature allows agents to quickly review customer data as well as their recent interactions and service requests so they can provide more knowledgeable, personalized service as they begin their conversation with the customer.

If you have the appropriate privileges to access the Redwood User Experience, Service Center Console is enabled by default. The console is enabled by setting the ORA_SVC_ENABLE_MSI_WORKSPACE profile option to Yes.