Improve the Agent experience for phone and chat by extending the Contact Verification UI

You can now extend the Contact Verification UI in the Service application for the Redwood user experience.

Here are the UI extensions you can make with this feature:

  • Add or remove standard or custom fields
  • Display fields conditionally
  • Configure a conditional Wrap Up UI layout based on attributes like Application Classification, Channel, and Communication Direction

Enhance the functionality of the application with the ability to configure the Contact Verification UI to meet your business flows.

Steps to Enable

Leverage Visual Builder Studio to expose and adjust page layout and attributes. To learn more about extending your application using Visual Builder, visit Oracle Help Center > Oracle Cloud Infrastructure Documentation > Infrastructure Services > Visual Builder.

Add or remove the desired fields to the "Contact Verify" Rule Set in the "Contacts" object layout. Below are the steps to add or remove the fields:

Step 1: Edit the page in Visual Builder Studio from Layouts -> Oracle CX Service UI Extension App -> Contacts

Edit the page under Layouts, then Oracle CX Service UI Extension App, and then Contacts

Edit the page under Layouts, then Oracle CX Service UI Extension App, and then Contacts

Step 2: From Dynamic Form (Layouts -> Oracle CX Service UI Extension App -> Contacts -> Rule Sets -> Dynamic Form), click "Contact Verify"

From Dynamic Form, click Contact Verify

From Dynamic Form, click Contact Verify

Step 3: You can add any fields from the Contacts object including custom fields added to the object. This is a read-only layout .i.e. all fields are read only.

Add fields to the Contacts object

Add fields to the Contacts object

Tips And Considerations

The scope of the extensibility is limited to the Contacts within Fusion. The extensibility does not include Employees or Contacts that are not in Fusion.

Key Resources

See the "Real Time Channels" section in the Implementing Fusion Service guide.

Access Requirements

These roles have access to VB Studio as either a VB Studio administrator (DEVELOPER_ADMINISTRATOR) or VB Studio user (DEVELOPER_USER) in IDCS:

  • Application Administrator (ORA_FND_APPLICATION_ADMINISTRATOR_JOB)
  • Service Administrator (ORA_ZBS_SALES_ADMINISTRATOR_JOB)
  • Customer Relationship Management Application Administrator (ORA_ZCA_CUSTOMER_RELATIONSHIP_MANAGEMENT_APPLICATION_ADMINISTRATOR_JOB)
  • Application Developer (ORA_FND_APPLICATION_DEVELOPER_JOB)