1. Administering Live Experience
  2. Log Callbacks as B2C Service Incidents

Log Callbacks as B2C Service Incidents

You can configure Live Experience callbacks to be logged in B2C Service as incidents.

A callback is an option you provide to your customers so they don't need to wait in a call queue. See Manage Engagement Scenarios.
  1. In the Live Experience Admin Console, on the Activate Service Cloud Integration page, set Log Callbacks as Incidents to On.
    If set to Off, and if you enable callbacks, then callback routing is handled in Live Experience.
  2. Export the Live Experience identity provider (IdP) meta-data file and import it into B2C Service.
    1. In B2C Service, expand Navigation > Site Configuration, and then double-click Single Sign-On Configuration.
    2. On the ribbon, click Import IDP Metadata and choose the file you downloaded from Live Experience.
    3. On the OAuth tab, select the Live Experience IDP file.
    4. Select the Activate checkbox, and enter the Live Experience tenant name in the Custom Audience URL field.
  3. Create a profile and user account to access the Live Experience REST API.
    Give the profile a meaningful name, such as LX-Rest, and only assign it the SSO Login (SAML 2.0) permission. Give the user account a meaningful name, such as LX-Rest. Give the account permission to add contacts and services, and assign it the LX-Rest profile.
  4. In Live Experience, click the Verify button to confirm you imported the Live Experience IDP properly into B2C Service.
  5. Download the Live Experience click-to-call extension file and import it into B2C Service.
    1. In B2C Service, expand Navigation > Site Configuration, and then double-click Add-In Manager.
    2. In the Open window, select the click-to-call extension file.
    3. Enter details about the Add-in. At a minimum, give it a meaningful name, such as click2call. For Extension Type, choose Workspace.
    4. Using the Workspace Designer, modify the incident workspace. On the ribbon, select Insert Control, and then drag-and-drop click2call somewhere on the incident workspace.
  6. In Live Experience, click Continue.

What to do next

Next, Set Up One-Click Meeting Support in B2C Service.