Extensible navigation enhancement

The Enhanced Service Center Extensibility Framework simplifies customization of the Service Center navigation. This version introduces two key features: the cxSvcNavigation event, which allows the deployment to listen to navigation events across the service center application, and new CX Actions that enables your administrator to define navigation to a new Service Console tab by easily setting action properties.

Both features allow for flexibility and consistency when customizing Service Center navigation and reduce technical dependency by enabling low-code solutions

Steps to Enable

Here are the actions introduced:

  • Using 'Open Service Console Tab' and 'Close Service Console Tab' for custom page navigation.
  • Using 'Open Page Inline' and 'Close Page Inline' for custom secondary tab navigation.
  • Using 'Set Service Console Tab Properties' to update tab labels, icons, and other attributes.

Here's an example of how to combine cxSvcNavigation and CX Action to Open Service Console Tab. This setup allows direct navigation from the Service Home Page to the Service Request Details Page.

Extension

Extension

In Oracle Visual Builder Studio, navigate to Service under the Customer Experience (CX) group.

  1. Open the service application and navigate to the 'Event Listener' tab.
  2. Create a new cxSvcNavigation Listener and drill into the create action chain.
  3. Add an if condition and test it using one of the payload attributes:
    • application: string
    • navigationType: string
      • DRILLDOWN
      • SCREENPOP
    • flow: string
    • page: string
    • pageParams: object
    • engagementData: object
    • extraAttributes: object
    • sourcePageInfo: object
  4. From the Action Palette, find "CX Service: Open Service Console Tab" and add it to the Action Chain.
    • Define the properties to navigate directly to the details page:
      • Application: service
      • Flow: sr
      • Page: edit
      • Page Input Parameter: { srNumber: event.pageParams.srNumber, view: 'detail' }
      • Tab Label: {{ event.pageParams.Title }}
      • JET CSS Icon Class: oj-ux-ico-accessor-more

  5. Remember to set stopPropagation to true when you want to prevent the standard behavior.

Tips And Considerations

Make sure you have a targeted condition so the action will not fire in all pages, unless by intention. In above example, if you wanted to ensure the custom navigation happened only for the service home page.

if (event.sourcePageInfo.page === "service-home" && event.application === "service" && event.page === "edit")

Key Resources

n/a

Access Requirements

Oracle Visual Builder Studio