Embedded Service 24C 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, Create Service Request, Digital Assistant as an Agent (ODA) and Live Chat with a human agent (Web Chat for Service).

Embedded Service has some enhancements in 24C.  Embedded Service is now the default Chat component for Digital Customer Service Portal and Fusion Service.

  • Embedded Service with Web Chat for Fusion Service
    • Embedded Service supports the Web Chat for Service 24.07 (24C) version
      • Web Chat can now fully or partially mask sensitive information.  We support built-in regular expressions and you can now use your own ones.
      • The start new conversation button as part of the Post Conversation Message in Web Chat can now be hidden.
      • The name of the bot can be added and customized in the Web Chat conversation.
  • Engagement Engine (EE)
    • Customers can upgrade an existing Component to the latest release
    • Customers can copy an existing Component
    • We have added a new VB (Visual Builder) component called oj-dcs-ee-variable-publish that makes it easier to expose VB variables as window variables to be used in EE rules.

Request Engagement Engine with the “Embedded Service” feature via Service Request against Digital Customer Service.

Business Benefit:

  • Drive More Deflection: Enable richer, more flexible and contextual self-service options at the point of need.
  • Design chat experience: Adapt the behavior of Web Chat to your desired customer experience.
  • 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.
  • Save time and avoid errors upgrading or duplicating your Embedded Service components.

Steps to Enable

You don't need to do anything to enable this feature.

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?  To use Embedded Service, you'll first need to follow the Mandatory Setup Tasks for DCS in Playbook How do I enable Digital Customer 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.