Configure the Intelligent Advisor Control

To configure the Intelligent Advisor control:

  1. Log in to your CX Console. Note: Ensure that you have sufficient permissions within your Oracle B2C Service instance to make configuration changes.
  2. In the Configuration navigation pane on the left, open the Application Appearance folder. Double-click Workspaces.
  3. In the Folders view, click Workspaces.
  4. In the Workspaces folder, double-click the custom workspace created earlier (for example, CustomContact).
  5. On the workspace tab, select the tab created earlier.
  6. Select the Design tab.
  7. In the Options group, click Policy Model.
  8. In the text entry field which appears, type the exact name of the deployed policy model that contains the interview you want to expose to agents (for example, StudentBenefits). Note: The policy model must have the mapping settings set to load the same object that the workspace is for. For information on the mapping settings for agent interviews, see Load Data for Contact Center Agents.

    Set the value of Policy Model on the Design tab
  9. (Optional) In the Options group, click Locale. In the text entry field which appears, type the locale for the interview (for example, en-US for United States English or pt-BR for Brazilian Portuguese). This must match a valid locale name for the deployed interview. Leave this field blank to use the default locale for the interview.

    Set the value of Locale on the Design tab
  10. (Optional) Select the Refresh when new record is saved option, if you want the Intelligent Advisor control to be automatically refreshed whenever you save the new record (see note below).

    Set the Refresh option on the Design tab
  11. Click the Save button.

Note: The loading of the workspace record is delayed until focus is switched to the Intelligent Advisor control. The Refresh option works with the delay loading feature in a way that if you are already on the Intelligent Advisor control before the workspace record is saved, you would see a loading error, but as soon as the record is saved, the Intelligent Advisor control is refreshed and interview session is started with the record loaded. However, if you are part way through the interview, updating and saving the record in B2C Service will not do anything to the already loaded data.