Embedded Service 24A Enhancements

Embedded Service is a syndicated widget that you can deploy on your Digital Customer Service application or any web page through the Engagement Engine single tag. Embedded Service provides multi-functional help at the point of need and allows you to insert a full support experience in any page with modular components like Search Knowledge, Popular Articles, Top Actions, Digital Assistant as an Agent (ODA), and Live Chat with a human agent.

What's new:

  • Service Request creation - A new modular component with a form has been added that creates an SR.  This only works for an authenticated user in this release.
  • Conditional Chat - The web chat screen is shown or hidden based on agent availability and polling for available agents is supported

What's improved:

  • Web Chat for Service - More Web Chat properties and custom strings are exposed in Engagement Engine when using Web Chat integrated in Embedded Service.
  • Additional rules actions in Engagement Engine - Rules actions for Embedded Service Top Actions, Search and Chat
  • Engagement Engine will conform to the third-party cookie policy from Google Chrome

Business Enablement:

  • Drive More Deflection: Enable richer, more flexible and contextual self-service options at the point of need.
  • Business Agility: Easily meet changing business requirements while enabling highly personalized user experiences
  • Low code: Make available on any page with single tag deployment
  • Simplified Administration: Centralized administration in Engagement Engine offers complete configuration and branding options via a point and click interface

Steps to Enable

  1. Request Engagement Engine with the “Embedded Service” feature via Service Request against Digital Customer Service
  2. Create a new Embedded Service component in the Settings area of Engagement Engine
  3. Create a new Site in Engagement Engine where you want to enable Embedded Service
  4. Create a new Rule in Engagement Engine to ”load Embedded Service” on your website
  5. Optionally configure and test connection to DA as Agent in Oracle Digital Assistant (if you are using ODA)
  6. Setup Engagement Engine tag on your website

Tips And Considerations

You will need the Engagement Engine Editor to set up Embedded Service.

Key Resources

Check out the Playbook How do I implement Embedded Service?

If you are licensed for Oracle Digital Assistant and you want to learn how to set up Digital Assistant as an Agent to use a chatbot in your Fusion Service implementation, please refer to the Oracle Fusion Service Documentation.

Access Requirements

Request Engagement Engine via Service Request against Digital Customer Service.