Interview Authoring
Create guided service and advice experiences for common scenarios
- Author interviews directly in Fusion Service to create interactive guides
- Templates for each use case
- Inbuilt lifecycle management with approval workflow as needed
Included in this release is a template for creating Troubleshooting interviews;
- Rich control palette including inline rich text
- Branching questions and answers
- Multi-solution navigation and endpoints
For Fusion Interviews:
- Users can create interviews from directly within Fusion Service
- Minimal to no training required to build interactive advice interviews
- Go live and push updates quickly and easily to agents and end users
For Troubleshooting specifically;
- Enable business experts to quickly and independently create troubleshooting flows
- Present detailed guidance to agents on how to resolve or create tickets for follow-up
- Provide agents with the flexibility to explore alternative resolution paths where appropriate
Steps to Enable
To enable this feature you need to log a Service Request (SR).
This feature requires:
- Enabling via promotional code. Please contact Oracle Support for the promotional code if you would like to use this feature, and
- Opt-in via Functional Setup Manager. Click Navigator > My Enterprise > Offerings and opt-in to Interview Authoring.