Assess, Update, and Close Help Desk Requests using Intelligent Advisor

Help Desk users in the Redwood Experience can now use Intelligent Advisor as a way to process requests.

Integrating with Intelligent Advisor allows decisions to be made on what information to collect, based on answers previously provided, and can be as simple or as complex as necessary for the particular situation. To use Intelligent Advisor to assess existing requests, the Help Desk agent will enter the Smart Action name in the Action Bar for the Intelligent Advisor interview to be run.

The interview can provide step-by-step guidance which can help make certain that agent is following the defined process and is performing all necessary tasks or collecting all necessary information before taking the next action, such as closing the request or escalating to a Case.

Steps to Enable

Pre-requisites

Create an interview using Oracle Policy Modeling and deploy the interview to your Oracle Intelligent Advisor hub.

Note the URL of the Intelligent Advisor Hub for your environment, and the name of the Interview that you will be using for existing help desk requests.

Steps to Enable

You will need to configure the Smart Action that should be available in Help Desk to use Intelligent Advisor to progress a particular help desk request.

  1. Go to the Navigator, expand the Configuration Section, and click on Application Composer.
  2. Go to the Smart Actions page.
  3. If you are not already in a Sandbox:
    1. You will need to Activate a sandbox by clicking the link in the warning at the top of the page.
      • Choose an existing Sandbox to use and Enter Sandbox.
      • Check the Application Composer tool.
      • Click Create Sandbox.
      • Give it a name and Description.
      • Click Create and Enter.
    2. Under Tools, choose Application Composer.
    3. Navigate back to the Smart Actions page.
  4. Type "Assess" in the Search box and hit Enter.
  5. Highlight the Assess Help Desk Request.
  6. Click on the Duplicate icon to create a custom Smart Action. (You will need to customize it to use the Intelligent Advisor Hub and Interview Name noted in the pre-requisites.)
  7. Scroll down the Smart Action Edit page to the UI-Based Action Details section and click the Edit pencil icon.
  8. Click the pencil Edit icon for Deployment Name and enter the name of the Intelligent Advisor interview to be run by this Smart Action. (No full path is required.)
  9. Click the pencil (Edit) icon for opaSiteURL and enter the Intelligent Advisor URL for your environment. (No additional URL paths following the .com is required.)
  10. Click Continue.
  11. Enter the Confirmation Message, if desired.
  12. Click Continue.
  13. Now click Submit.
  14. Do this for each of the interviews that you would like to be able to run from the Help Desk action bar.
  15. Publish the Sandbox.

Next, the User Interface must be changed to allow for Intelligent Advisor to be used on an existing Request.

  1. Enter Visual Builder Studio.
  2. On the left, navigate to Oracle CX Help Desk UI Extension App -> helpdesk -> agent -> service-request-detail-start-page.
  3. Duplicate the custom-action-layout.
  4. Add the template> Edit Interview Template.
  5. Use the variable customSmartActionAttribute to add a rendering condition, such as:

customSmartActionAttribute.Params && customSmartActionAttribute.Params.deploymentName && customSmartActionAttribute.Params.opaSiteURL

  1. Preview the changes to verify the functionality.
  2. Publish the changes.

Tips And Considerations

Note that Intelligent Advisor is licensed separately, and this feature requires a license for Oracle Intelligent Advisor.

Key Resources

Refer to the Implementing Help Desk guide. For more information about Oracle Intelligent Advisor, see the "Configuring Oracle Intelligent Advisor" chapter of the Implementing Your Cloud Integrations guide.

Access Requirements

Your Oracle Intelligent Advisor administrator and Help Desk Administrator should work together to configure this feature.