Improve Agent Efficiency with the Button Bar

The new Button Bar on the Help Desk Request Detail page enables Help Desk Agents with easy one-click access to common SmartActions like Assign to Me, Create Appointment, or Compose Internal Note. In the extensible button bar area, administrators can configure any number of new or additional SmartAction buttons to meet the Help Desk team's needs.

Button Bar

The Button Bar reduces the think=time and clicks required by a Help Desk Agent, by clearly displaying frequent actions on the Help Desk Details page. This enhances the user experience in three ways:

More Discoverable - Makes it easier to learn and understand what to do and how to do it
Easier Repetition - Take advantage of "muscle memory" to quickly perform actions because buttons are always in the same place
Better Productivity - one-click for the most common actions

Steps to Enable

To configure the button bar to have the buttons of your choice,

Under the Navigator, go to Configuration -> Visual Builder.
Navigate to Customer Experience (CX) -> Help Desk -> helpdesk -> agent -> service-request-detail-start.
Click on the Action Chains tab.
Create an Action Chain
1. Create a new action chain and provide a descriptive name such as "buttonBar"
2. Add the action Assign Variable.
  1. Give the step an ID / Name such as defineButtonBar.
  2. Choose the array variable $base.variables.ext_quickActionsMetadata.
  3. Set Type = Array
  4. Set Array Item Type = Object
  5. Click on the f(x) symbol for the expression editor for the Value.
  6. Enter something like the following. Note that the UserActionName can be found in the SmartAction Codes Table under Tips & Considerations
```
[
  {
    DisplayLabel: 'Assign to Me',
    UserActionName: 'SDA-AssignToMe-hrHelpDeskRequests',
  },
  {
    DisplayLabel: 'Show Interactions',
    UserActionName: 'SDA-showInteractions-hrHelpDeskRequests',
  },
  {
    DisplayLabel: 'Audit History',
    UserActionName: 'SDA-AuditHistory-hrHelpDeskRequests',
  },
]
```
  7. Click Save
Click on the Event Listeners tab.
1. Create a Custom Event Listener for vbEnter.
2. Add the Action Chain created in the step above ("buttonBar").
3. Go to the Action Chain to verify the Action Chain is correct.
Preview to make certain that the change is working as expected.
Publish your changes.

Tips And Considerations

Administrators can configure new or additional SmartActions using Visual Builder Studio. Supported out-of-the-box SmartActions include the following.

Smart Action Codes

DisplayLabel	HRHD UserActionName	ISR UserActionName
Add Attachment	SDA-AddAttachment-hrHelpDeskRequests	SDA-AddAttachment-internalServiceRequests
Assign to Me	SDA-AssignToMe-hrHelpDeskRequests	SDA-AssignToMe-internalServiceRequests
Capture Customer Message	SDA-CaptureCustomerMessage-hrHelpDeskRequests	SDA-CaptureCustomerMessage-internalServiceRequests
Compose Email	SDA-ComposeEmail-hrHelpDeskRequests	SDA-ComposeEmail-internalServiceRequests
Compose Internal Note	SDA-AddInternalNote-hrHelpDeskRequests	SDA-AddInternalNote-internalServiceRequests
Compose Message	SDA-ComposeMessage-hrHelpDeskRequests	SDA-ComposeMessage-internalServiceRequests
Compose Web Message	SDA-ComposeWebMessage-hrHelpDeskRequests	SDA-ComposeWebMessage-internalServiceRequests
Copy Help Desk Request	SDA-CopyServiceRequest-hrHelpDeskRequests	SDA-CopyServiceRequest-internalServiceRequests
Create Appointment	SDA-CreateAppointment-hrHelpDeskRequests	SDA-CreateAppointment-internalServiceRequests
Create Relationship	SDA-RelateServiceRequests-hrHelpDeskRequests	SDA-RelateServiceRequests-internalServiceRequests
Create Task	SDA-CreateTask-hrHelpDeskRequests	SDA-CreateTask-internalServiceRequests
Delete Help Desk Request	SDA-DeleteServiceRequest-hrHelpDeskRequests	SDA-DeleteServiceRequest-internalServiceRequests
Resolve Help Desk Request	SDA-ResolveServiceRequest-hrHelpDeskRequests	SDA-ResolveServiceRequest-internalServiceRequests
Show Audit History	SDA-AuditHistory-hrHelpDeskRequests	SDA-AuditHistory-internalServiceRequests
Show Interactions	SDA-showInteractions-hrHelpDeskRequests	SDA-showInteractions-internalServiceRequests
Start Internal Conversation	SDA-startConversation-hrHelpDeskRequests	SDA-startConversation-internalServiceRequests
Start Internal Conversation with Details	SDA-ForwardServiceRequest-hrHelpDeskRequests	SDA-ForwardServiceRequest-internalServiceRequests
Transfer Help Desk Request	SDA-ReassignServiceRequest-hrHelpDeskRequests	SDA-ReassignServiceRequest-internalServiceRequests
Update Related Objects	SDA-UpdateRelatedServiceRequests-hrHelpDeskRequests	SDA-UpdateRelatedServiceRequests-internalServiceRequests

Note that Smart Actions that require entry of a manual parameter are not supported at this time.

Key Resources

After the release is available, a video showing how to configure your environment and a demonstration of the functionality will be found on Oracle Video Hub: Fusion Help Desk.

Access Requirements

If the Help Desk Agent does not have the corresponding privilege for a SmartAction shown in the Button Bar, that button will not be actionable.