Specify Who the B2C Service Interview Is for

Intelligent Advisor interviews in Oracle B2C Service can be for contact center agents (Account), Customer Portal users (Contact) or anonymous users. Interviews can be for a single channel (Account or Contact or anonymous) or for multiple channels (Account and Contact and anonymous). Both contact center agents and Customer Portal users have data that can be pre-seeded into the interview. Anonymous users do not have any data that can be pre-seeded into the interview.

To select who the interview is for:

1. On the Data tab, click the Mapping settings button. If you are not already logged in to an Intelligent Advisor Hub, you will be prompted to log in. This enables object information and metadata to be retrieved from Intelligent Advisor Hub (based on the Oracle B2C Service connection that is configured in Intelligent Advisor Hub). The Mapping Settings dialog opens.
2. In the Who is this interview for? section, select:
   • Anonymous users
   • Customer Portal users (Contact)
   • Contact center agents (Account)
     
     

Note: If you wish to restrict access to the Intelligent Advisor interview by requiring a username and password, you must specify that the interviews is for either Customer Portal users or Contact center agents. For more information, see Overview of Restricting User Access to Interviews.

After specifying who the interview is for in the Mapping Settings dialog, the Entity Structure view on the Data tab will display the names of the B2C Service objects that are mapped (for example, Contact/Incident).