1Core Features

Getting Started for Administrators

Auto Upgrade Program

The Auto Upgrade Program is for organizations that want the latest version of Oracle Service Cloud by upgrading to each new quarterly release.

By upgrading automatically, you get access to the latest features of Oracle Service Cloud while streamlining the upgrade process.

Sites that use standard product functionality and configuration options qualify for the Auto Upgrade Program. Sites that use customizations can qualify for the Auto Upgrade Program if the custom capability is built within the Connect APIs. To see if your site qualifies, contact your Oracle technical migration manager or account manager for a review of your implementation.

After your site is enrolled in the Auto Upgrade Program, an upgrade will be initiated for the site each quarter. An upgrade site and cutover date will be automatically generated, with notifications to your organization sent through an incident generated on our support site. The upgrade site will be available for you to test before cutover. You can change the upgrade cutover date if necessary. Any questions or problems during testing can be reported to customer support, which will be available to assist you during each upgrade cycle.

Starting with the May 2014 release, new sites are automatically enrolled in the Auto Upgrade Program. For more information, see Answer ID 6409 on our support site.

After your site is enrolled in the AUP, an upgrade will be initiated for the site each quarter. Prior to an upgrade, be sure to review all Oracle Service Cloud upgrade documentation including release notes, the Upgrade Guide, Workstation Specifications, and System Requirements. The process is as follows:

  1. An email will be sent alerting you to General Availability of the new Oracle Service Cloud version. All notifications are sent to your organization contacts who have opted into AUP messaging via https://cx.rightnow.com/app/account/profile.

  2. A reminder notification will be sent after General Availability indicating that the Auto Upgrade cycle will be starting soon and a date for the start of the upgrade cycle will be provided.

  3. Your upgrade site will be created and a notification sent which contains the cutover date and upgrade site URLs. Your site is now locked into this version and must upgrade to this version. The cutover date is automatically set two weeks in the future.

  4. Your organization conducts acceptance testing on the upgrade site. Report questions or problems to Oracle Technical Support via http://cx.righthnow.com/app/ask. If you have any outstanding projects that will conflict with the upgrade, you can reschedule the cutover date or time as desired at https://hms.custhelp.com.

  5. Your site is upgraded to the new version of Oracle Service Cloud. Site downtime is typically five to fifteen minutes. A notification is sent to confirm the start and completion of cutover.

A few notes to consider when using the Auto Upgrade Program:

  • Support for service requests submitted during the upgrade cycle will be subject to the normal service level targets specified for your organization and service request severity.

  • Oracle customers are responsible for addressing deprecations within their site before the deprecated capability is removed and the site’s readiness to upgrade is lost. Deprecations are described in Answer ID 5974.

  • The Auto Upgrade Program does not override any other existing contractual agreements between your organization and Oracle.

  • If you have any questions or concerns about the Auto Upgrade Program, please contact Auto Upgrade Program management at maup_upgrade@mailca.custhelp.com.

Download the Oracle Service Cloud client and log in

Oracle Service Cloud, the customer experience suite, delivers comprehensive customer experience applications that drive revenue, increase efficiency, and build loyalty. Download the client and log in to begin working in Oracle Service Cloud.

After you download Oracle Service Cloud, all of the necessary components are automatically installed so you can begin configuring and customizing your application immediately. However, before you get started, you will want to review the system requirements and the environmental configuration information in Answer ID 31.

Note: Cookies must be enabled on your workstation in order to work in the application.
  1. Open your web browser and navigate to http://your_site.custhelp.com/cgi-bin/your_interface.cfg/php/admin/launch.php.

  2. Click Install Oracle Service Cloud.

    A security message warns you that the application should not be installed unless you know that it is from a trusted source.
  3. Click Install.

    After Oracle Service Cloud downloads to your workstation, the Login window opens.
  4. To view all deployment files and processes, click View Log File.

    You can configure several login options for your application, including login help and Login window customizations. Other login options can help you control and track login behavior. See Configuring Login Help.
  5. Type administrator in the Username field.

    You must enter this user name the first time.
  6. Type the password assigned when your site was created. After logging in the first time, you must change your password. See Change your password.

    User names and passwords are case sensitive. Keep this in mind as you add staff accounts. See Managing staff accounts.

    Tip: The Interface field displays the name of the interface from which you launched the installer. This drop-down menu will also contain the names of any additional interfaces you install for this site, beginning with the first interface installed.
  7. Click Login.

    The Service Console opens after the system updates and loads all necessary support files.

Initial setup

Before you get started, it’s important to understand how navigation sets, profiles, and staff accounts work together as you initially configure your application.

The administrator login you used to download Oracle Service Cloud is a special account, meaning it is not a defined staff account and has no profile or navigation set associated with it. Consequently, your access to functionality is limited to the Analytics explorers, the administrator’s notifications, and a default configuration list. This list contains essential items for initially configuring your application so your staff can begin working.

Navigation sets, profiles, and staff accounts

No staff members can work in your application without a navigation set. Navigation sets control the navigation lists and buttons that staff members see on the console’s navigation pane.

You can create unique navigation sets for staff members who have any combination of responsibilities, such as working with incidents, maintaining answers in your knowledge base, and creating mailings and surveys.

Staff members must also be associated with a profile to give them permission to add and edit reports, records, and other items. You can create as many profiles as you need based on the areas that staff members will work in and the functionality they need to access. When you create profiles, you must assign a default navigation set to each profile.

The final element all staff members need is a staff account, which contains the login information they’ll need to access the application.

Configure the initial setup for your staff in this order.

Note: It’s important to consider the security of your site when granting staff members permissions. See Configuring the administration interface for information about protecting your site when assigning staff member profile permissions. To learn how you can develop a security plan that fits the needs of your organization, see Developing a security plan.
  1. Create navigation sets consisting of navigation buttons and their associated navigation lists.

  2. Create profiles and assign a navigation set to each profile.

  3. Create a staff account for each staff member and assign a profile to each staff account.

    Since you need access to all functionality, the first navigation set and profile you’ll create is your own (see Create a navigation set for the administrator). Then, add a staff account for yourself and begin using your new login information.
    Tip: If you intend to use custom workspaces instead of the default standard workspaces, you might want to create your custom workspaces before creating profiles, since you assign the workspaces staff members use in their profiles. However, if you decide to create your profiles and staff accounts first, you can always update profiles later with the custom workspaces. See Overview: Workspaces.

Determining the functionality your organization needs

In order to configure your application with all the functionality your organization needs, it makes sense to identify those needs before creating your own navigation set.

While you can update any navigation set after you create it, we recommend doing it beforehand to save time and work.

Answers to the following questions can help determine what additional functionality beyond the defaults you want to use. If you answer Yes to any question, contact your Oracle account manager to enable the product or component.

  1. Do you plan to use Oracle RightNow Outreach Cloud Service (Outreach) to communicate with your customers through mailings and campaigns and Oracle RightNow Feedback Cloud Service (Feedback) to survey your customers and prospects? If Yes, enable Outreach and Feedback. See Overview: Mailings, Overview: Campaigns, and Overview: Surveys.

  2. Do you want your sales staff to be able to manage and track all opportunity and related organization and contact information, and track quote interactions sent to customers and prospects? If Yes, enable Opportunity Tracking. See Overview: Opportunities and Managing quotes.

  3. Do you want your customers to interact with one another and your staff from a single location? If Yes, leverage the peer-to-peer support using Community Self Service in Oracle RightNow Customer Portal Cloud Service. See Overview: Community Self Service.

  4. Do you want your staff to be able to monitor conversations taking place on the social web regarding your organization and its products and services? If Yes, enable Oracle RightNow Social Monitor Cloud Service (Social Monitor). See Overview: Social Monitor.

    Those products that are not enabled by default, Outreach and Opportunity Tracking, must be enabled in order for certain items to appear in the default list of configuration items for the administrator special account. For instance, if you want tracked link categories and the external suppression list to appear in your list of configuration items, contact your Oracle account manager to enable Outreach before you start this procedure. Likewise, if you want the product catalog, price schedules, strategies, quote templates, territories, and sales periods in your list of configuration items, Opportunity Tracking must be enabled. If you create navigation sets before Outreach and Opportunity Tracking are enabled, you will have to manually add those items to the list of configuration items for the Configuration button after the products are enabled.

    Additionally, Feedback is not enabled by default, and while there are no configuration items associated with Feedback, it must be enabled in order to access the Surveys and Questions explorers and create questions and surveys.

Create a navigation set for the administrator

Your navigation set must contain all the navigation buttons you want to access. For instance, if you want to add and edit incidents, add the Incidents button to your navigation set and select the reports you want associated with this button.

Your navigation set will include the Configuration button, which will contain the configuration items you’ll need to configure and customize your application. We focus on adding items to the Configuration button in this procedure, but the same steps apply when adding reports and other items to any navigation button you want in your navigation set. See Overview: Navigation sets.
  1. Log in to your application using the special administrator account.

  2. Click Configuration on the navigation pane.

    The default list of configuration items displays.
  3. Expand Application Appearance, and then double-click Navigation Sets.

    The Navigation Sets explorer opens.
  4. Click New.

    The Navigation Sets editor opens.

    Notice that File Menu displays first in the list. While this is not a navigation button, it is part of every navigation set, and you can configure it with the items you want to be able to create from the file menu (accessed by clicking File next to the Home tab on the ribbon).

    Keep in mind, however, that you must also have the corresponding permission in your profile for every item or record type you add to this menu. See Configure the file menu.

  5. On the content pane, scroll and select Configuration in the list of buttons.

    The folders display containing default configuration items associated with the Configuration button for the administrator special account.
  6. Expand each folder to view its items.

    File Menu will always appear first in the list, but since it isn’t a button that appears on the navigation pane, you can move the Configuration button under the File Menu and it will appear first on the navigation pane. Just click the button in the top portion and then click Move Up to position it where you want it in the list.
  7. On the left side of the content pane, click the plus sign next to Components to expand the list of configuration items.

    1. Expand the Common and Service subfolders.

      Items appear in alphabetical order.

      Note that Outreach and Opportunity Tracking folders don’t appear in the default list. In order for them to appear, they need to be enabled before you create your navigation set. Contact your Oracle account manager.

      The following table describes the default folders and items associated with the Configuration button.

      Table Default Configuration Items in a New Navigation Set

      Folder/Configuration Item Description
      Staff Management This folder contains options to configure your application for profiles, staff accounts, and password requirements.
      Staff Accounts by Group This report lists your organization’s staff accounts by group. See Add or edit a staff account.

      When you access any report in this folder, you can double-click a staff account (or profile in the Profiles report) to open it or select one and click Open. You can also click New to add a staff account or profile, depending on the active report.

      Staff Accounts by Manager This report lists staff accounts by manager.
      Staff Accounts by Profile This report lists staff accounts by profile.
      Logged In Staff Accounts This report lists the staff members who are currently logged in. You can use this report to manage your desktop user sessions. See Manually log out a staff member.
      Profiles This report lists all profiles in your application. From this report you can add profiles that define the permissions staff members need to configure areas in your application and work with reports, records, and components. See Overview: Profiles.
      Password Configuration Define requirements for password expiration, number of invalid logins allowed, and password length for staff accounts. See Configuring staff member passwords.
      Tip: If you intend to require staff members to have a password to log in to the application, you must configure your organization’s password requirements before adding staff accounts.
      Application Appearance This folder contains options to customize the information that is displayed to staff members, determine what navigation buttons and navigation lists staff members can access, create images for workspaces, and customize your application with tools to ensure that your knowledge base contains accurate and consistent data.
      Workspaces Create custom workspaces to define the way fields, tabs, buttons, and reports display on the content pane when working with records (answers, assets, contacts, incidents, opportunities, organizations, and tasks) and when working in Oracle RightNow Chat Cloud Service (Chat). You can also create custom workspaces for the Quote, Quote Product, and Service Opportunity windows. See Overview: Workspaces.
      Client Workflow Images Create images to use in workspaces and in questions for guided assistance. See Images explorer.
      Navigation Sets Create navigation sets containing the navigation buttons and associated navigation lists staff members can access. See Create a navigation set.
      Customizable Menus Create menu items to keep your knowledge base organized and up-to-date. See Overview: Customizable menus.

      By default, the Customizable Menus tree contains a System Menus folder, consisting of default menu items, and a Custom Menus folder, which will contain the menu-only custom objects you create. If you disable the custom objects feature before creating your navigation set, the tree will not contain any folders and only the default menu items will be listed in the tree. See Creating menu-only custom objects.

      System Menus Customize any of the following default menu items in this folder.

      When Opportunity Tracking and Chat are enabled, this list will also contain the following items.

      • Opportunity Tracking—Competitors, Contact Roles, Industry Types, Lead Rejection Types, Opportunity Statuses, and Win/Loss Reasons

      • Chat—Chat Agent Statuses and Chat Queues

      • Answer Access Levels

      Add custom answer access levels to control what information is visible to staff members and customers on each interface. The two default answer access levels are Help and Everyone. See Add or edit an answer access level.
      • Answer Statuses

      Add custom answer statuses to control which public answers are visible to customers and staff members. The four default answer statuses are Private, Proposed, Public, and Review. See Add or edit an answer status.
      • Asset Statuses

      Add custom asset statuses to more accurately represent the status of assets (products and services) registered and tracked in your application. The default asset statuses are Active, Retired, and Unregistered. See Add or edit an asset status.
      • Billable Tasks

      Add billable tasks so you can record the time agents spend working on incidents. The default billable task is Miscellaneous. See Add or edit a billable task.
      • Channel Types

      Configure your application so you can store your contacts’ Twitter, YouTube, and Facebook user names in their contact record. When user names are available, incidents created from these channels are associated with the appropriate contact, giving agents a more complete understanding of all incidents submitted by each contact. See Overview: Channels.
      • Contact Types

      Add contact types to organize the contacts in your knowledge base into classifications, such as a contact’s position or function with respect to your organization. See Add or edit a contact type.
      • Incident Queues

      Add incident queues to automatically route incoming incidents when used with business rules. Adding incident queues lets you also control which incidents agents work on, the order incidents are worked on, and how many incidents agents can have in their inbox at one time. See Add or edit an incident queue.
      • Incident Severities

      Add incident severity levels to record the importance or urgency of individual incidents. See Add or edit an incident severity level.
      • Incident Statuses

      Add custom incident statuses to show a more complete representation of the state of incidents in your knowledge base. The four default incident statuses are Solved, Unresolved, Updated, and Waiting. See Add or edit an incident status.
      • Organization Address Types

      Add organization address types to store multiple addresses for the organizations in your knowledge base. The default address types are Billing and Shipping. See Add or edit an organization address type.
      Custom Menus While this folder is initially empty, it will contain any menu-only custom objects you define for your application. Using menu-only custom objects, you can store options for populating menu fields in other custom objects. You can then use the same menu lists to populate menu fields in multiple custom objects. See Creating menu-only custom objects.
      Site Configuration This folder contains options to configure and customize all elements of your interfaces.
      Interfaces Change the display name of the interface (see Change the interface display name) and identify the answers report that displays on your customer portal (see Overview: Answer and Question details page).

      When Chat is enabled, the ribbon on the Interfaces editor contains a Chat Hours button for setting the hours your agents are available to chat with customers. See Overview: Chat configuration.

      Message Templates Customize your Oracle RightNow Cloud Service (Service) email, including messages used in administrator notifications and emails and in contact emails. You can also standardize the look and feel of all your outgoing email to present a unified image to your customers. See Working with the Message Templates editor.
      Contact Password Configuration Set requirements, such as minimum password length and the maximum number of character repetitions and occurrences allowed, to strengthen customer passwords when accessing your customer portal. See Configuring Oracle Service Cloud for the customer portal.
      Mailboxes Add Service and Outreach mailboxes (when Outreach is enabled) and customize mailbox settings. You can configure both outgoing and incoming email options. See Adding and editing mailboxes.

      If Oracle has added an Oracle-managed Service mailbox for your application, you can edit some of the settings associated with this mailbox, while other settings are read-only. See Edit an Oracle-managed Service mailbox.

      Distribution Lists Add mailing lists consisting of non-staff members’ email addresses. See Add or edit a distribution list. Distribution lists can also be used to schedule and send reports. See Scheduling reports.
      Rules Configure your application with business rules to automate workflow and handle routine tasks. See Creating rule bases.
      Configuration Settings Customize configuration settings for each interface. See Customizing configuration settings.

      When you change a configuration setting, you must log out and log back in for the change to take effect.

      Message Bases Customize the headings, labels, and text on the administration interface and your customer portal. See Customizing message bases.
      File Manager Modify Chat images, custom scripts, wordlist files, dictionary files, and certificate directories. See Manage files with the File Manager.
      Add-In Manager Upload add-ins and allow access to individual add-ins for each profile and interface. See Install a new add-in.
      Logs View the error log, info log, security log, and the external search log. You can also access the rule log from this option. See Viewing log files.
      Process Designer Create custom processes (object event handlers) that run when events occur on objects in Oracle Service Cloud. See Accessing the process designer.
      Internationalization This folder contains an option to configure your application with the countries in which you do business.
      Countries Add countries and provinces to maintain accurate address information for the organizations and contacts in your knowledge base. See Add or edit a country or province.
      Service This folder contains configuration options specific to Service.
      Knowledge Base Configure options so search results are more effective for customers when searching for answers and to broaden the scope of search capabilities for both customers and staff.
      External Search Configuration Configure the Web Indexer to index and search documents that are not part of your knowledge base (for example, web pages and entire websites). See Overview: Web Indexer.
      Answer Stopwords View or change the list of stopwords for answers that will be excluded from indexing and searching. See Configuring Oracle Service Cloud for the customer portal.
      Search Priority Words Create words that are associated with a public answer or a web document that will always display when the word is included in the search text. See Configuring Oracle Service Cloud for the customer portal.
      Topic Browse Test the cluster groups for the Browse search method or schedule clustering for the next run of the Agedatabase utility.
      Incident Stopwords View or change the list of stopwords for incidents that will be excluded from indexing and searching. See Add or edit an incident stopword.
      Service Level Agreements Track the effectiveness of your customer service and control the service and support you provide to your customers.
      Response Requirements Define the time (in minutes) that agents have to initially respond to incidents and the time (in minutes) allowed to solve incidents. By defining response requirements, you can monitor how agents are meeting your organization’s service goals. See Overview: Service level agreements.
      Service Level Agreements Create SLAs (service level agreements) to assign to the contacts and organizations in your knowledge base. You choose the duration of each SLA, the number of incidents that can be submitted through the SLA, and the response requirements based on the support you want to offer customers. See Overview: Service level agreements.
      Holidays Add all the holidays your organization observes, per interface. Response requirements, including any custom response requirements you have created, are suspended during holidays. See Overview: Service level agreements.
      Products/Categories/Dispositions Add service products and categories to group the answers and incidents in your knowledge base. You can add products and categories to each interface you have configured as well as add additional levels of products (subproducts) and categories (subcategories).

      Add dispositions to record how incidents were resolved (what was done for the status to change to Solved). You can add up to six levels of dispositions and require that agents select a disposition before an incident’s status can change to Solved.

      Link products to categories and products to dispositions so that only the categories and dispositions that have been linked to a product appear when the product is selected on the administration interface or your customer portal.

      See Adding and editing products, categories, and dispositions and Product linking.

      Standard Text Define text and responses for agents to insert when responding to incidents or engaged in chat sessions, or to add as a business rule action. When you define standard text, you designate where it will be available to staff: Incident Text and Rule Text. See Overview: Content Library.

      When Chat is enabled, Chat Text and Chat URL options are also available.

      Variables Define shortcuts instead of entering long strings of text. Variables can be inserted in the Question and Answer fields of answers or inline when responding to customers during a chat. When customers view the answer or receive a response from an agent during a chat, the variable is replaced with the value you define. See Overview: Content Library.
      Channels Customize all the channels customers use to communicate with your organization, including the standard channels through which incidents are created (Service Email, Outreach Email, Phone, Fax, Post, Service Web, Outreach Web, Chat, and Email) as well as the social channels (Twitter, YouTube, RSS, and Facebook). You can also create custom channels for RSS, and Facebook. The remaining standard and social channels can be edited, including updating their name and disabling them. See Overview: Channels.

      Social Monitor must be enabled in order to monitor the social channels.

      Channel Accounts Configure your application so staff members can respond to contacts through Facebook or Twitter. Without a channel account, your staff can respond only through email. See Overview: Channels.

      Social Monitor must be enabled in order to create a channel account for communities.

      Database This folder contains options to add and update items in your database to ensure the information is complete and up-to-date.
      Data Dictionary View a list of all the tables in the Oracle database and all columns in each table. See View the data dictionary.
      Custom Fields Gather additional information about answers, contacts, incidents, opportunities, organizations, quotes, sales products, staff accounts, and tasks. See Adding and editing custom fields.
      Object Designer Create custom objects in order to integrate your organization’s data with Oracle Service Cloud. You can manage and report on the data in the same way you manage and report on incidents, answers, contacts, tasks, and other standard objects. See Creating custom objects.

      If you disable the custom objects feature before creating your navigation set, the Object Designer will not display in the default list.

      Incident Thread Type Correction Convert an incident response thread into a note thread. Note threads are never seen by customers in their incident responses. See Convert a response thread.
      Data Import Templates Add data import templates to map columns in a CSV file to columns in your database. You can then skip the column mapping process when uploading records from a CSV file with the same column ordering. See Add or edit a data import template.
      Data Import Wizard Upload multiple records using the Data Import Wizard. See Importing data.
      Email Address Sharing Enable email address sharing so a group of related contacts (such as a family or a team) can maintain individual contact records while sharing one email address. See Email address sharing.
  8. Select the configuration item and click Add. You can also drag the item and place it where you want it in the list or double-click the item.

    1. To add more than one item at the same time, press Ctrl while selecting each item and click Add.

    2. To search for a specific item to add, click Find in List. This feature also locates items in folders that aren’t expanded.

  9. To set an item as the default for the configuration list, right-click it and select Set As Default.

    The item you set as the default will automatically open on the content pane when the configuration list displays when you log in.
  10. To remove an item from the configuration list, select it and click Remove.

  11. To group your items into more categories than currently exist in the configuration list, click New Folder.

    1. Type the name of the folder.

    2. Drag items to the folder.

  12. To rename a folder, including one of the default folders, right-click it and select Rename. Then type a new name.

  13. To move an item in the list, select it and click Move Up or Move Down, or drag it where you want it in the list.

  14. To create a navigation list for each type of record and item that you want to be available in your navigation set (such as answers, incidents, contacts, and organizations), repeat the previous steps.

    The check box next to each button is selected by default. To remove a button from your navigation set, just clear its check box.
  15. To add items to the file menu so you can use this shortcut to add records and items to the knowledge base, scroll to the top of your list and select File Menu. See Configure the file menu.

  16. Click Save.

    The Save As window opens.
  17. Type a name for the navigation set in the Navigation Set Name field and click OK.

Next, create a profile with full administration permissions and associate your navigation set with this profile. Then add your staff account assigned to the full access profile. Thereafter, use your staff account information (name entered in the Username field and password, if you define one) to log in. See Overview: Profiles and Managing staff accounts.

Tip: There’s another way to customize your configuration list or any navigation list after you create your navigation set. With the Customize Navigation Sets permission in your profile, you can add items to a list directly from the navigation pane (by clicking the Gear button in the Configuration list). When you add items this way, you are changing only your lists, not the original navigation set. See Customizing navigation and configuration lists. To examine the implications of customizing your navigation set from the navigation pane, see Overview: Navigation sets.

Optional configuration items

There are several optional configuration items you may want to enable.

Although Oracle Service Cloud contains a default configuration list for the special administrator account, there are more items you can add to your configuration list depending on what functionality you want. However, the majority of the items won’t be available for you to add until the associated product or component is enabled. Contact your Oracle account manager to enable products and components listed in this section.

The following table describes the items that display under Components after their associated product or component is enabled. The alphabetical list is organized in folders: Analytics, Audiences, Common, Content Library, Feedback, Opportunity Tracking, Outreach, and Service items. Unless specifically noted, all items appear in the default configuration list if you enable the product or component before creating a navigation set. Otherwise, you must manually add the item to your configuration list.

Table Additional Configuration Items in the Components List

Folder/Item Description
Analytics The Analytics folder contains all Analytics explorers and the Report Management item.

The Analytics explorers are available to you with your special administrator account from the Analytics button on the navigation pane. In addition, the Analytics navigation button is part of new navigation sets, and you can add any Analytics explorers to this button for your own navigation set or any of the other navigation sets you create. See Create a navigation set.

Explorers Analytics explorers include Chart Styles, Color Schemes, Images, Reports, Styles, and Text Fields.
Report Management Manage reports more easily and gain insight into where and how reports are being used in your application. Using the Report Management item, you can identify certain types of reports to help make system and report maintenance easier.

This item does not have to be enabled, but you must manually add it to your navigation set. You can add it to the Analytics button, the Configuration button, or any other navigation button.

Audiences The following configuration items appear in the Audiences folder after you enable Outreach and Feedback.
Contact Lists Explorer Add the Contact Lists explorer to a navigation list in order to access and create static lists of contacts for use in mailings and surveys. You must manually add this explorer to one of your navigation lists or the configuration list. See Overview: Audiences.
External Suppression List Add a list of email addresses that will be excluded from mailings.

The External Suppression List displays in the Outreach folder in the default configuration list if you enable Outreach before creating your navigation set.

Segments Explorer Add the Segments explorer to a navigation list in order to access and create dynamic lists of contacts for use in mailings and surveys. You must manually add this explorer to one of your navigation lists or the configuration list.
Common Common items apply to all products: Feedback, Opportunity Tracking, Outreach, and Service.
Access Control Add Access Control to a navigation list in order to define community users’ access to the community.
Currencies/Exchange Rates Add currencies for all the countries in which you do business and add exchange rates for each currency so your sales representatives have up-to-date rates when sending quotes to customers. See Add or edit a currency.

This item appears in the Internationalization folder in the default configuration list if you enable Opportunity Tracking before creating your navigation set.

Customer Portal Access the Customer Portal Administration site to perform administrative tasks, including staging and deploying your customer portal pages.

You must enable MOD_CP_DEVELOPMENT_ENABLED in Common/Oracle Products/Modules in order to make changes to your development site. If you do not enable this setting, you cannot make changes to your customer portal, and your customers will see the default reference implementation with no customization.

Engagement Engine Rules Create rules to give your organization greater control over where, when, and how proactive and reactive chats are provided to your customers.

After this component is enabled, you must manually add it to your list of items for the Configuration button.

Language Skills Add language skills to your application so you can route incoming chats to the agent with the most appropriate skill set.

Chat and Smart Interaction Hub must be enabled before you can add this item to your configuration list. Contact your Oracle account manager.

Product Skills Add product skills to your application so you can route incoming chats to the agent with the most appropriate skill set.

Chat and Smart Interaction Hub must be enabled before you can add this item to your configuration list. Contact your Oracle account manager.

SA Auto Tuner Fine-tune SmartAssistant to provide more relevant results to your customers and help reduce the incidents submitted to your support site. In addition to improving incident deflection rates, information produced by the autotuning feature can be useful for refining the knowledge base and providing guidance to agents.

You must enable KF_SA_OPTIMIZATION_ENABLE and manually add this component to your list of items for the Configuration button.

Scripts Explorer Create scripts for workspaces that can contain fields and controls and branching logic to guide agents to different pages based on actions they take on a script page.

This item appears in the Application Appearance folder if you enable agent scripting before creating your navigation set.

Service Update Notifications View changes that have been made in this version that may affect your organization if you are upgrading from an earlier version. You can view compatibility exceptions and deprecations and make changes inline to help you track how service updates affect your site. See Service update notifications.

This component does not have to be enabled, but you must manually add it to your list of items for the Configuration button.

Single Sign-On Configurations Administer single sign-on (SSO) integrations with external applications that reside outside Oracle Service Cloud. Single sign-on integrations let you use Oracle Service Cloud as an identity provider to store and authenticate customer credentials. After configuring an SSO service provider and application, staff members can then access the external application without being asked for their login credentials. See Setting up single sign-on (SSO) using an external IdP.

This component does not have to be enabled, but you must manually add it to your list of items for the Configuration button.

Virtual Assistant Editor Route incoming chats to a simulated agent that uses knowledge base data to respond to customer questions. Virtual assistant chats can ease the volume of chats requiring an agent.

Your site must be integrated with Oracle RightNow Virtual Assistant Cloud Service in order to use a virtual assistant.

Workspaces/Workflows When the desktop workflow feature is enabled, Workspaces changes to Workspaces/Workflows in the Application Appearance folder. No action on your part is required. You can then create desktop workflows that can be used in place of a single workspace for each editor.
Content Library When Outreach or Feedback is enabled, this folder displays in the list of configuration items and contains Documents, File Attachments, Snippets, Templates, and Tracked Links explorers. You’ll use these explorers to access and manage mailings, campaigns, questions, surveys, audiences, and content library items (documents, file attachments, snippets, templates, and tracked links).

The Content Library navigation button also appears in a new navigation set when Outreach or Feedback is enabled, and you can add these explorers to the Content Library button (or any other button in new navigation sets).

Feedback When Feedback is enabled, this folder displays in the list of configuration items and contains the Questions and Surveys explorers.

The Surveys navigation button also appears in a new navigation set when Feedback is enabled, and you can add these explorers to the Surveys button (or any other button in new navigation sets).

Opportunity Tracking The following items appear under Opportunity Tracking after Opportunity Tracking is enabled.
Price Schedules Add price schedules to assign to your sales products. You can add multiple price schedules for greater flexibility when sending quotes to customers. See Add or edit a price schedule.
Product Catalog Add your organization’s sales products for use with quotes in Opportunity Tracking and Offer Advisor in Service. See Add or edit a sales product.
Promotions Add promotions to offer to customers and automatic recommendations based on customer attributes and purchase history. You can also add target rules, which define groups of customers called targets, for use in promotions and product suggestions.

Offer Advisor must be enabled before this item will be available. If enabled before you create your navigation set, Promotions will appear in the Opportunity Tracking folder in the default list for the special administrator account. If enabled after you create your navigation set, you will need to manually add it to your list.

Quote Templates Add quote templates and organize them into folders to automate and standardize quote generation.
Sales Periods Add sales periods to track how sales representatives are meeting their sales quotas.
Strategies Add strategies to track your sales processes. Also add the stages and tasks specific to each strategy.
Territories Add territories and assign each sales representative to a territory for opportunity assignments. You can add additional levels of territories (subterritories) to cover all the geographical areas in which you do business.
Outreach The following configuration items appear in the Outreach folder after Outreach is enabled.
Campaigns Explorer The Campaigns explorer also displays in the Outreach folder.

The Campaigns navigation button appears in new navigation sets when Outreach is enabled, and you can add this explorer to the Campaigns navigation button (or any other navigation button).

Mailings Explorer The Mailings explorer also displays in the Outreach folder.

The Mailings navigation button appears in new navigation sets when Outreach is enabled, and you can add this explorer to the Mailings navigation button (or any other navigation button).

Tracked Link Categories Add tracked link categories to group and classify your tracked links so your staff can quickly find particular tracked links. You can also generate reports to evaluate their effectiveness.
Service Optional items in this folder apply to Service.
Archived Incidents Access outdated incidents that have been removed from your knowledge base.

This item does not have to be enabled, but you must manually add it to your list of items for the Configuration button.

Guided Assistance Explorer Configure your application with an alternate search method for agents to quickly find information when working with customers on the phone or when responding to an incident and for customers when searching for answers on your customer portal.

This item appears in the Service folder if you enable guided assistance before creating your navigation set.

Incident Thread Masking Automatically mask incident thread content that matches certain common patterns, such as credit card, social security, and telephone numbers. You can also define up to five custom patterns that will be masked from view when new thread entries are created.

Incident thread masking must be enabled for this item to be available. When enabled, you can add it to your list of items for the Configuration button. Contact your Oracle account manager to enable incident thread masking.

Social Monitor Interact with your customers by searching social media services, create incidents in Service, and include social media in your Outreach and Feedback messages.

Social Monitor must be enabled for this item to be available. When enabled, the Social Monitor button appears in a new navigation set, and you can add this item to the Social Monitor navigation button.

Note: Configuring your application so your staff can work in Oracle Service Cloud is an important first step in the setup process. Another important element is managing staff sessions for site security and desktop usage metering and licensing compliance. See Session management and login controls to learn about your options.

Open a configuration item

Before you begin customizing your site, it’s a good idea to look at the key elements on the console from the perspective of customer service agents, sales representatives, and marketing personnel.

  1. Click Configuration on the navigation pane. The configuration list displays.

  2. Double-click an item in the list. The item’s tree displays on the content pane.

    The tree displays the text and responses defined for your application. Some configuration items, including standard text, can be organized in folders. If the configuration item contains folders, as the standard text item does in our example, you can expand all of them by clicking the arrow in the tree.

    You can also add folders to custom fields across all products, variables in Service, and the product catalog and quote templates in Opportunity Tracking.

    Tip: Tabs on the content pane display all of the items you currently have open. When more than one item is open, just click a tab to return to that item or right-click a tab and select from the following options: Open in New Window, Close, Close All But This, and Close All. You can also press Ctrl+w or Ctrl+F4 to close the active tab or click Close (X) on any content pane tab. See Close multiple records simultaneously.

    Right-click options differ for records in a workgroup. When you right-click the content pane tab of the primary record, your only option is to close all associated records in the workgroup. When you right-click an associated record that is the active tab, your options include Accept Changes, Cancel Changes, and Undock. See Creating and using workgroups.

    On administration editors, you can undock any editor by clicking Undock on the active tab. This action opens the editor in a separate window and lets you move between the window and console without having to close the window first.

  3. To expand a single folder in the tree, click the arrow to expand the folder contents.

  4. To change the name of a folder, click the folder.

    To quickly locate an item in the tree, click the Search arrow. The search menu displays.

    You can search by whole word or case and also search the list from the bottom up. If your tree contains folders, results will return a folder matching the text you enter. Clicking Next returns any items within the folder that contain the search text.

  5. To edit one of the standard text entries, click it in the tree. The editor displays the fields for the standard text.

    1. Make any changes you want and click Save. This saves your changes and leaves the editor open.

    2. To save your changes and close the editor, click Save and Close.

    Note: If another staff member makes changes to the same entry and saves it before you save your changes, you will receive a message to refresh or reload the editor in order to view the most current data.
  6. To add a standard text entry, click New. Your new entry will appear in the active folder.

    You can access the following options from a configuration item’s tree and ribbon.

    Table Options from a Configuration Item’s Tree and Ribbon

    Action Description
    Add a folder Right-click in the tree and select New Folder or right-click a folder to add a subfolder.
    Add an item Click New. The editor opens.
    Delete folders and items To delete a folder, right-click it and select Delete. Be aware that when you delete a folder, all items in the folder are also deleted.

    To delete an item, select it and click Delete on the ribbon. The item is removed from the knowledge base.

    If the item you want to delete contains sub-items, you must delete the sub-items first. Sub-items can be added to those configuration items that offer additional levels of functionality. This includes products, categories, and dispositions in Service; tracked link categories in Outreach; and territories in Opportunity Tracking.

    Expand and collapse folders Click the arrow in the tree to expand all folders, and click it again to collapse them.

    To expand or collapse a single folder in the tree, click the arrow to expand or collapse the folder contents.

    Edit an item Click an item in the tree. The item’s information displays on the editor.
    Reorganize folders and items Drag an item and drop it in the new position. When you move a folder, all items in the folder also move. You can reorder within a folder or move items to another folder. You can also drop a folder onto another folder to create a hierarchy.
    Save folders and items To save a new folder or item or save changes to an existing item and remain on the editor, click Save.

    To save a new folder or item or save changes to an existing item and close the editor, click Save and Close.

    Search the tree Click the Search arrow to display a menu for searching folders and items.

Adding folders

Folders and subfolders provide a way to organize items in Service Cloud.

Certain configuration items can be organized in folders ( custom fields across all products, standard text and variables in Service, and the product catalog and quote templates in Opportunity Tracking).

Adding folders gives you more flexibility in organizing your data. For instance, you might want to add a folder for each type of sales product your organization sells or add folders to organize your quote templates by quote types. And after you add folders, you can move them in the tree to create the hierarchy you want.

  1. Double-click the item in the configuration list.

    The item’s tree displays on the content pane.
  2. Right-click in the tree and select New Folder.

    The Folder editor opens and a New Folder entry appears in the tree.
  3. Type the folder name and press Enter. The new folder displays in the tree and the Label field on the editor populates with the name of the new folder.

    Tip: You can click Save or you can save the new folder and close the editor simultaneously by clicking Save and Close.
  4. To add a subfolder, right-click a folder and select New Folder.

Reordering items in the tree

In addition to adding folders to certain configuration items to better organize and group your data, you can also rearrange folders and items in the tree using drag-and-drop operations.

When you move a folder, all items in the folder also move. You can also drag a folder onto another folder to create an additional level in the hierarchy and reorder within a folder or move items to another folder.

Tip: Remember that you can also add subfolders by right-clicking a folder and selecting New Folder.

Getting Started for Users

Download Oracle Service Cloud and log in

No matter which channel you use to interact with customers, you need to quickly and accurately respond to them.

With Oracle Service Cloud, you have a variety of powerful tools to help ensure that every customer interaction is a positive experience.
  1. Open your web browser and navigate to http://your_site.custhelp.com/cgi-bin/your_interface.cfg/php/admin/launch.php.

  2. Click Install Oracle Service Cloud.

    A security message warns you that the application should not be installed unless you know that it is from a trusted source.
    Note: If Oracle Service Cloud has been configured to use an external identity provider (IdP) for agent authentication, an additional button ( Install Oracle Service Cloud–Internal Login) displays on the Launch page. Clicking this button opens the Oracle Service Cloud Login window without embedding the IdP’s login page. This lets accounts that do not have the SSO Login (SAML 2.0) profile permission log in without using the external IdP. See Logging in to Oracle Service Cloud using external identity providers.
  3. Click Install.

    After Oracle Service Cloud downloads to your workstation, the Login window opens. (This can take a few minutes.)
    This figure shows the Oracle Service Cloud Login window.

    To view all deployment files and processes, click View Log File.

    The Login window may look different from the one shown here if your administrator has customized it.

  4. If you need help logging in, for example, if you’ve forgotten your password, click Login Help.

  5. Type your user name in the Username field.

    Your user name and password are defined in your staff account and both are case sensitive.

    • If you attempt to log in to this application using the same user name and interface name as another staff member who is already logged in on a different workstation, and the cache files are stored in the same location for the two instances, you will receive a message that the application is already running and the subsequent session will not be started. However, if you are using the same user name and interface as another staff member, but the cache files are not stored in a shared location (in a non-virtualized environment), the cache files will not be overwritten and the second session will start, overriding and ending the first session.

    • If you attempt to log in to the same site you are already logged in to on the same workstation using the same user name and interface, or another staff member is already logged in on that workstation with the same user name and interface, the initial instance will be brought to focus and no message appears.

    • Although user names and passwords are case sensitive, two staff accounts with user names that are identical except for case cannot be logged in on the same workstation at the same time. If you attempt to do so, the Login window closes and the console for the first staff member logged in will be brought to focus and no message appears.

  6. If you have been assigned a password, type it in the Password field. (Passwords are optional in Oracle Service Cloud.)

    The Interface field displays the name of the interface you entered in step 1. The drop-down menu contains the names of any additional interfaces installed for this site, beginning with the first interface installed.
  7. Click Login.

    The Service Console opens after the system updates and loads all necessary support files.

    The application icon now appears in your system tray. Hover over the icon to view your site name.

    What displays when you initially log in depends on how your application is configured and what permissions have been assigned in your profile.

After downloading Oracle Service Cloud and logging in the first time, access your application from Start/All Programs/RightNow/your site name.

After logging in

Oracle Service Cloud is set up to automatically log you out after a specific period of inactivity on the console (by default, fifteen minutes).

After your session expires, you will receive a Console Locked message, and you must re-enter your password to resume work without any loss of data.

If you choose to exit the application, all your unsaved work will be lost. In addition, after entering four incorrect passwords, you will be locked out of the console and must re-launch the application. Any unsaved work will be lost.

Note: If you log in through an identity provider (that is, using the single sign-on process), you will not have the opportunity to re-enter your password to continue working in the application. Any unsaved work will be lost.

Overview: Service Console

The Service Console (also called the agent desktop) is where you will work with Oracle Service Cloud.

Whether you respond to incidents to answer customer questions, create and send mailings to contacts, or work opportunities and send quotes to customers, you can access everything you need from the Service Console.

And while the interface is easy to navigate, we recommend that you take the time to learn about the key areas on the Service Console and how to perform some basic tasks.

File menu

Many of the options you will need to access when working in your application are accessed from the File menu.

Click File on the ribbon to access a menu of options for working in your application.

The file menu is divided into two panels. The left panel contains content-dependent options at the top, meaning that the options you see depend on what is currently displayed on the content pane (for example, a Print option appears when a report is open). Below this section are global options, meaning they are constant and will always appear on the file menu no matter what is displayed on the content pane (Community, Links, Help, Add-In Logging, Options, and Exit). The panel on the right side of the menu contains shortcuts for adding records and items to the knowledge base.

The options described in the following table are available from the file menu.

Table File Menu

Section and Option Description
Content-dependent Options The top section on the left panel contains options for performing actions on what is displayed on the content pane. These options will change to reflect the active tab on the content pane.

You can add content-dependent options to the Quick Access toolbar. See Customize the Quick Access toolbar.

Global Options This section on the left panel contains options for accessing other areas in the application. Global options display no matter what is displayed on the content pane.

You can also add global options to the Quick Access toolbar.

Community Select Community to access the following options.
Discussion Forum Select this option to participate in discussion forums with other customers.
Idea Lab Select this option to access a feedback forum where you and other customers can submit ideas, collaborate on development, vote for your favorite ideas, and see which ideas are being implemented.
Support Knowledge Base Select this option to search for answers on our support site, submit questions, and access your account information.
Documentation Select this option to access documentation for all Oracle Service Cloud products.
Tutorials Select this option to take any of our tutorials, which walk you through product functionality and features based on user personas (administrators, users, and sales representatives). You can choose tutorials for any supported release of Oracle Service Cloud.
Best Practices Select this option to explore our best practice guides to improve the customer experience you deliver.
Training Select this option to access the Oracle University website for information about training classes and available delivery channels.
Developer Resources Select this option to access our developer community to help you configure, manage, and extend Oracle Service Cloud beyond the enterprise.
Links Select Links and choose from the following options.
Oracle Service Cloud Interfaces Select this option to access any of the interfaces defined for your application and their associated Service Console and customer portal. (The link for the customer portal is called End-user.)
Office Integration Choose from the following options.
  • Install Outlook Integration—Select this option to install Outlook Email Sync, Outlook Contact Sync, and Outlook Task Sync.

  • Install Incident Reference Number Smart Tag—Select this option to install the Oracle Service Cloud SmartTag so you’ll be able to open incidents on the agent desktop from email messages in Microsoft Outlook.

Outlook integration must be enabled for these options to be available.

Oracle Service Cloud Customer Portal The Site Administration option lets you access the Customer Portal Administration site.

The development area must be enabled in order for this option to appear (MOD_CP_DEVELOPMENT_ENABLED in Common/Oracle Products/Modules).

  • Site Administration

Select this option to set a cookie for viewing the development pages or one of the other available page sets (production, staging, and reference implementation). From this option you can also create custom widgets and view documentation about all widgets.

Other functions include page set mapping, defining data fields, identifying framework and widget versions, viewing logs, and staging and deploying your customer portal.

You must also have customer portal permissions in your profile for this option to appear.

  • External Links

Select this option to access any custom links defined for your application. Custom links can include commonly used URLs or any website you may need to access.
Help Select Help to access the help contents, help index, help search, documentation and tutorials for all Oracle Service Cloud products, and product version information.

Context-sensitive help is available throughout the application when working with reports, records, editors, and explorers. (The context-sensitive Help button is located on the far right of the ribbon.)

Add-in Logging Select Add-in Logging to view the current or previous log file. See View add-in log messages.
Options Select Options to change your staff account settings, local settings, and password. You can also customize the content pane and navigation pane display, set tool windows visibility, and return tool windows to their default locations. See Accessing application options.
Exit Select Exit to log out of the application.
Create new items On the right panel is a list of all the records and items you can add to the knowledge base. The order of records and items in your list is selected by your administrator in your navigation set and the products and components that are enabled.

The options in this list are added to your navigation set for the file menu. If a record or item hasn’t been added, then it won’t appear in the list even if you have permission in your profile to create the record or item. Likewise, if your navigation set contains options to create records and items from the file menu, but you haven’t been assigned permissions in your profile, then those options will not appear in the list.

Dashboard (Ctrl+Shift+b) Select this option to create a dashboard. See Overview: Dashboards.
Report (Ctrl+Shift+r) Select this option to create a custom report. See Overview: Custom reports.
Image Select this option to create a report image. See Images explorer.
Style Select this option to create a report style. See Styles explorer.
Chart Style Select this option to create a chart style. See Chart Styles explorer.
Color Scheme Select this option to create a color scheme. See Create a color scheme.
Text Field Select this option to create a text field to add to a custom report or dashboard. See Create a text field.
Contact (Ctrl+Shift+c) Select this option to add a contact. See Add a contact.
Organization (Ctrl+Shift+o) Select this option to add an organization. See Add an organization.
Task (Ctrl+Shift+t) Select this option to add a task. See Add a task.
Answer (Ctrl+Shift+a) Select this option to add an answer. See Overview: Answers.
Incident (Ctrl+Shift+i) Select this option to add an incident. See Add an incident.
Asset (Ctrl+Shift+n) Select this option to add an asset. See Add or edit a sales product for asset management and product registration.
Opportunity (Ctrl+Shift+p) Select this option to add an opportunity. See Overview: Opportunities.
Campaign (Ctrl+Shift+g) Select this option to create a campaign. See Overview: Campaigns.
Surveys Select this option to create a survey or survey question. See Overview: Surveys and Overview: Questions.
Mailing (Ctrl+Shift+m) Select this option to create a mailing. See Overview: Mailings.
Audience Select this option to create a contact list or segment. See Add a contact list and Create a segment.
Content Library Select this option to create a document, template, snippet, tracked link, or file. See Overview: Content Library.
Guided Assistance Guide (Ctrl+Shift+e) Select this option to create a guide to assist staff members and customers in locating answers. See Overview: Guided assistance and Find answers using guided assistance. Guided assistance must be enabled for this option to appear in the list and you must have permission in your profile to create guides.

Console ribbon

The console ribbon displays tabs and buttons associated with the report, editor, or explorer you are working with.

Next to the file menu is the ribbon, which displays on all reports, records, and explorers.

The ribbon consists of tabs and buttons for performing actions on an entire report, individual records in a report, or items in an explorer tree or list. See Working with the ribbon.

Tip: If nothing opens on the content pane when you log in, the ribbon will be empty. See Change your navigation pane settings to define what opens on the content pane when you log in.

    Navigation pane

    On the left side of the console is a navigation pane containing Recent Items and Navigation tool windows.

    There’s also a navigation pane on the right containing the Quick Search tool window, which you can use to search for any record or item in the knowledge base. Although this setup is part of the default configuration, the tool windows can be put in any order or displayed in separate, floating windows. Tool windows can also be removed from the console. See Moving tool windows.

    The following figure shows the default configuration for the left navigation pane. The Answers navigation list is the active list in this example, displayed by clicking Answers on the navigation pane.


    This figure is described in the surrounding text. The following items have call-outs associated with them: Minimize icon, Customize List icon, Close icon, and the Navigation set buttons.

    The majority of your work will begin on the left navigation pane where you can select the reports, records, and other items you need. At the top is Recent Items, which lists the records and items you have recently opened. Next is the Navigation tool window, which contains all of the navigation buttons in your navigation set.

    Each record type (answers, assets, contacts, incidents, opportunities, organizations, and tasks) and component (such as analytics, campaigns, mailings, and surveys) has a corresponding navigation button. Your administrator has created a navigation set containing the navigation buttons you can access and assigned it to your profile. This determines the buttons and associated navigation lists that appear on the navigation pane. (Configuration may also be part of your navigation set if your administrator added it.)

    Note: By default, the navigation list that appears when you log in will be the navigation list that was active when you logged out.

    Navigation lists are organized in a tree and can contain any of the following items.

    • Folders—Folders are used to organize reports, dashboards, and other items in a navigation list.

    • Reports—Reports include records reports (answers, assets, contacts, incidents, opportunities, organizations, or tasks), standard reports, and custom reports.

    • Dashboards—Dashboards are any combination of individual reports shown together in one report on the content pane.

    • Explorers—Explorers display information on the content pane in hierarchical folders and are available for certain components and configuration items. Explorers can be added to any navigation list. See Associate products and categories to an answer.

    • Miscellaneous itemsNotifications, archived incidents, and the social monitor component are just a few of the other items that can be placed in a navigation list.

    Tool window buttons

    Tool window buttons let you customize the display of windows.

    The buttons next to each tool window title let you customize a single window or all windows. For instance, the top tool window on each navigation pane (both left and right in the default console configuration) contains a Minimize button, which collapses the navigation pane so all tool windows on that navigation pane run down the side of the console.


    This figure is described in the surrounding text.

    In this example, only the left navigation pane is collapsed. The right navigation pane, containing Quick Search, is maximized. To maximize the left navigation pane, click the right arrow at the top.

    You can also close individual tool windows by clicking X (Close) next to a window title and customize the items in any navigation list and the Quick Search menu by clicking the Gear (Customize List) icon. See Customizing navigation and configuration lists.

      Moving tool windows

      Being able to move tool windows gives you the flexibility to arrange your console to suit your own work preferences.

      You might want all windows to remain on the navigation pane but want them in a different order. Or you might want to move all tool windows to the left or right navigation pane or to the status bar to create more space on the content pane. Plus, you can return the windows to their default locations at anytime. Click File and select Options > Reset Tool Windows or see Change your personal settings and select the Reset Local Settings check box.

      In the default console configuration, Recent Items and Navigation display on the left navigation pane and Quick Search displays on the right.

      When you drag a window to another area on the console, the content pane momentarily changes to light gray, the area where you can dock the window is highlighted in blue, and a docking area indicator displays. In the following example, we’re moving the Quick Search tool window to the left navigation pane.


      This figure is described in the surrounding text.

      When you release your mouse, Quick Search is docked on the left navigation pane.


      This figure is described in the surrounding text.

      Using the same technique, you can move all tool windows to the status bar.


      This figure shows all tool windows in the status bar after having been moved.

      When a tool window is docked to the status bar, just click its button to display a full flyout. For the Quick Search tool window, the first docked filter displays on the button. Simply type an entry and click Search. If you want to change to another Quick Search report, click the arrow next to Search to display the full Quick Search menu.

      Tip: To move a tool window from the status bar, move your pointer to the dotted divider line to the left of the tool window you want to move and drag it to its new location.
        Selecting actions from a navigation or configuration list

        The actions available from a navigation or configuration list vary depending on the item you have selected and your profile permissions. This topic describes actions available.

        When you display the list you want, just double-click a report or other item to open it on the content pane. You can also right-click any item to select other actions. Be aware that certain actions require one or more profile permissions.

        Table Available Actions from Navigation and Configuration Lists

        Right-Click Available Actions
        Report or Other Item Select from the following actions.
        Open Select this action to open the report or item on the content pane.

        This is the only right-click option available for configuration items.

        Open in New Tab Select this action to open a second copy of a currently open report in a new tab on the content pane.

        This action is available only when you right-click a report that is already open.

        Queue Select this action to manually schedule the report to run in the background.
        View Report Definition Select this action to view the report definition in a new window.
        Edit Report Definition Select this action to edit the report. If you select this action for a standard report, the report does not open. Instead, the content pane displays options for creating a schedule to generate and distribute the report and for changing profile permissions for the report if your profile allows you to assign permissions. Also, a message displays at the top of the content pane telling you that this is a read-only report.

        This action will not display if you do not have appropriate Analytics permissions in your profile.

        The remaining right-click actions appear only if you have the Customize Navigation Sets permission in your profile.
        Remove from List Select this action to remove the report or item from your navigation or configuration list. You will be prompted to confirm the removal.
        Set as Default Select this action to set the report or item as the default for this list. Default items have Default appended to their name. When you right-click a default item, this option changes to Unset as Default.

        The item you set as the default will automatically open on the content pane when the item’s navigation or configuration list displays when you log in. For information about the other options available when you log in, see Change your navigation pane settings.

        Folder Select from the following actions.

        Folder options do not apply to the configuration list. However, folders can be renamed and removed from a configuration list on the Navigation Sets editor.

        Rename Select this action to rename a folder in a navigation list.
        Remove from List Select this action to remove a folder and all of its contents from the navigation list.

          Reordering items

          Using drag-and-drop functionality, you can reorder the items in your navigation and configuration lists.

          You can also move a folder and its contents or move an item from one folder to another. You can reorder items from the navigation pane or from the Customize List window, described in Customizing navigation and configuration lists. Keep in mind, however, that you must have the Customize Navigation Sets permission in your profile to change the order of items in your lists.

          Customizing navigation and configuration lists

          You can customize what displays in your navigation and configuration lists to help you work more efficiently.

          If your profile lets you customize your navigation set, a Gear icon (Customize List) displays at the top of the Navigation tool window.

          You can add any report or dashboard you have permission to run, search for items to add, search for a report or item to add, add multiple items at the same time, remove items, and rearrange items in your list. You can add items only from the Available Items list, not folders. (Folders do not apply to Quick Search reports.)

          Add items to or remove items from a navigation or configuration list

          This procedure customizes only your navigation list, not the navigation set assigned in your profile.

          1. Display the list you want to change.

          2. Click the Gear icon.

            The Customize List window opens. The tree under Available Items on the left lists all the folders for the reports and components you have permission to access. The tree under Selected Items on the right displays the contents of your list.
          3. To add an item, expand the appropriate folder under Available Items.

            1. Select the item and click Add.

              You can also double-click the item or drag the item to your list and drop it where you want it to display.
            2. To add multiple items at the same time, press Ctrl while making your selections and click Add.

              Tip: To set an item as the default for the list, right-click the item under Selected Items and select Set as Default. The item will automatically open on the content pane when that item’s list displays when you log in.
          4. To remove an item, select it and click Remove.

            Other ways to remove items include right-clicking an item and selecting Remove from List or selecting an item and pressing Delete.
          5. Click OK.

            Your changes are saved and the window closes.

          Search for an item to add to your navigation list

          You can search for items you want to add to your navigation list.

          1. Click Find in List next to Available Items.

            The Find window opens.
          2. Type your search term in the Find What field.

          3. Click Find Next.

          4. To match case or whole word, select the appropriate check box.

          5. To specify the direction of the search in Available Items, select the Up or Down option.

            As you type, the system highlights the first item in the list that begins with the letters you enter. If this is the item you want, close the window. Otherwise, continue typing or click Find Next to scan for the next occurrence. If no match is found, a message displays on the bottom of the window.
          6. If your search returns a match and you want to add it to your list, close the window and click Add.

          7. Click OK.

            Your changes are saved and the window closes.

          Organize items in a navigation list

          You can organize items in your navigation list to more easily access the items you use most.

          1. To reorder items in the list, select an item and click Move Up or Move Down. This action moves the item up or down one position. You can also drag an item to where you want it in the list.

            Tip: The Move Up and Move Down buttons are context-sensitive. For instance, if you select the first item in your list, the Move Up button is disabled. Likewise, if you select the last item in your list, the Move Down button is disabled.
          2. To add a folder to your list, click New Folder and name the folder.

            If no item in your list is selected, the new folder is placed at the end of the list. If an item is selected, the new folder is placed immediately after the selected item. And if a folder is selected, the new folder is placed beneath the parent folder. This button is disabled when you have multiple items selected in your list.

          3. To rename a folder, select a folder, click Rename, and type the new name.

          4. Click OK.

            Your changes are saved and the window closes.

          Selecting actions from the recent items list

          The records and items you’ve recently opened are listed in the Recent Items tool window.

          Records and items are grouped into four categories, including Pinned, Today, Yesterday, and Older. Only the categories that have recent items display (for example, if only one record or item was opened today, the Today category will be the only one listed in the recent items list. By default, the last ten items you opened are listed, but you can increase or decrease that number if you want. See Change your navigation pane settings.

          Tip: Configuration items are not tracked in the recent items list.

          You can double-click an item to open it or right-click an item to display additional actions. Unlike navigation lists, which require a profile permission for certain actions, all staff members can perform the actions listed in the following table from the recent items list.

          Table Available Actions from Recent Items

          Right-Click Available Actions
          Open Select this action to open the item on the content pane.
          Copy Tooltip to Clipboard Select this action to copy the item’s tooltip to the clipboard. You can then insert the tooltip in another record or item. Tooltips vary according to the item or record type. For instance, an incident tooltip contains the reference number, subject, contact name, contact ID, contact email address, contact phone number, and organization name; the tooltip for an answer contains the answer summary, answer ID, language, and answer access levels; and the tooltip for a mailing contains the mailing name.
          Copy Text to Clipboard Select this action to copy the item’s name or summary information to the clipboard. You can then insert the text in another record or item. For instance, copying text to the clipboard for an answer copies the text in the Summary field. Copying text to the clipboard for an incident copies the number in the Reference # field. And copying text to the clipboard for a mailing copies the mailing name.
          Remove from List Select this action to remove the item from the recent items list.

          Recent items also appear in other areas of the product to help you quickly select commonly used items when updating record fields. See Searching from open records and Assign a record from a report.

          Searching recent items

          You can search for recent records and items using a text search and filter by type (for example, incident record type).

          Click the Search field drop-down menu to view all record types available to search in your recent items.

          Note: Only record and item types recently opened will appear in the drop-down menu. For example, if you recently opened a contact record and an incident but not an organization, only Contact and Incident will appear in the drop-down menu.

          Pinning recent items

          By default, the last ten records and items you opened appear in your recent items list, but you can increase or decrease that number whenever you want.

          There might be times when you have an item that you don’t want to scroll off the recent items list, no matter how many items you’ve set to appear in your list. For those instances, you can pin one or more items to ensure they remain in your recent items list for as long as you need.

          Click the Pin icon that appears when you hover over an item. Pinned items appear at the top of the Recent Items tool window.


          This figure shows pinned items in the Recent Items tool window.

          When you no longer want an item pinned, just hover over it and click the Unpin icon.

          Displaying buttons in your navigation set

          By default, one row of buttons displays at the end of the Navigation tool window no matter which navigation list is active.

          Clicking Configure Buttons, indicated by the right arrow next to the row of buttons, displays the remaining buttons in your navigation set and options to show more or fewer buttons.

          • Show More Buttons—Select this option to add a navigation button in a large format. As you add a button, its smaller version is removed from the bottom of the navigation pane. This action adds large buttons one at a time.

          • Show Fewer Buttons—Select this option to show fewer navigation buttons in the large format. Selecting this option removes the buttons one at a time. As each large button is removed, its smaller version is added to the bottom of the navigation pane.

          You can also change the number of buttons that display by pointing to the slider bar and dragging the bar up or down when the pointer becomes a double-headed arrow.

          To change the order of the buttons on the Navigation tool window, see Change your navigation pane settings.

          Overview: Content pane

          The content pane is the area of the console that displays the report or other item you select from a navigation list, from your list of recent items, or from the file menu.

          The content pane also displays results from a search. The exact placement of the content pane depends on whether you have one or two navigation panes on the Service Console. In the default configuration, the content pane displays in the middle of the console.

          You may work with any of the following items on the content pane.

          To change the way information displays on the content pane, including the content pane tabs, see Accessing application options.

          Content pane tabs

          Tabs on the top of the content pane display all the items you currently have open.

          When more than one item is open, just click a tab to return to that item or right-click a tab and select from the following options: Open in New Window, Close, Close All But This, and Close All. You can also press Ctrl+w or Ctrl+F4 to close the active tab or click Close (X) on any content pane tab. See Close multiple records simultaneously.

          Right-click options differ for records in a workgroup. When you right-click the content pane tab of the primary record, your only option is to close all associated records in the workgroup. When you right-click an associated record that is the active tab, your options include Accept Changes, Cancel Changes, and Undock. See Creating and using workgroups.

          Tip: On certain workspaces editors, including incidents, contacts, organizations, and tasks, you can undock an open record by clicking Undock on the active tab or Undock on the ribbon. This action opens the record in a separate window and lets you move between the window and console without having to close the window first.

          Accessing application options

          After you become familiar with the agent desktop, you may want to customize certain areas based on your personal preferences and what works best for you.

          You can change settings specific to your staff account that will be reflected when you add certain records to the knowledge base, change your password, and customize how the navigation pane, content pane, and tool windows display.

          Click File and select Options on the left. The application options display on the right.

          Application options are described in the following table.

          Table Application Options

          Option Description
          Personal Settings Select this option to change settings in your staff account and certain local settings. See Change your personal settings.
          View Options Select this option to change how information displays on the content pane, including content pane tabs; change the color and tint of the interface; and display the date, server time, and time zone in the status bar. See Change your view options.
          Navigation Pane Select this option to change the order of the buttons on the navigation pane, change the number of items that display in the recent items list, and choose what displays on the content pane when you log in. See Change your navigation pane settings.
          Tool Windows Select this option to choose which tool windows (Recent Items, Navigation, and Quick Search) are visible. See Change tool window visibility.
          Add-Ins Select this option to view the list of add-ins that are active (enabled) for your profile and the interface you are logged in to. Inactive add-ins are also displayed in the list. See View add-ins enabled for your profile.
          Communication Center Select this option to customize your chat notification settings. See Overview: Chat for agents, supervisors, and customers.

          Oracle RightNow Chat Cloud Service (Chat) must be enabled for the Communication Center option to be available.

          Reset Tool Windows Select this option to return the tool windows to their default locations.

          You can also return tool windows to their default locations by selecting the Reset Local Settings check box in your personal settings. See Change your personal settings.

            Change your personal settings

            Some personal settings apply to options in your staff account and some settings apply to local settings, the interface defaults in Oracle Service Cloud.

            Any staff account changes you make from the Personal Settings option will also be made to the corresponding settings in your staff account.
            1. Click File and select Options > Personal Settings.

            2. Select from the options described in the following table.

              Table Personal Settings

              Field/Button Description
              Notification Options This section contains options for changing how you receive notifications.

              Changes you make here will also be made to the corresponding settings in your staff account.

              Send Email Notification Select this check box if you want an email sent to your default email client (your external email application) when you receive a notification while you are not logged in to Oracle Service Cloud. An email will be sent to your email client the first time a notification is delivered while you are logged out. Subsequent notifications won’t generate an email until you log in and out of the system.

              This check box is disabled if you don’t have an email address specified in your staff account. In addition, you must select this check box in order to select the Send Detailed Email Notification and Notify Always check boxes that follow.

              Send Detailed Email Notification Select this check box if you want an email containing detailed information sent to your default email client (your external email application) when you receive a notification while you are not logged in to Oracle Service Cloud. An email will be sent to your email client the first time a notification is delivered while you are logged out. Subsequent notifications won’t generate an email until you log in and out of the application.
              Notify Always Select this check box if you want to receive an email for every event that triggers a notification even if you are logged in to Oracle Service Cloud.
              Display Toast Notifications Clear this check box if you don’t want to receive notifications in a desktop alert, or toast. By default, when you log in to Oracle Service Cloud, you will receive a desktop alert listing new notifications. The message displays for several seconds in a window on the lower right of the screen. See Opening your notifications.

              This is a local setting, an interface default setting.

              Localizations Options in this section let you change settings that apply when you add certain records such as opportunities.

              Changes you make here will also be made to the corresponding settings in your staff account.

              Default Country Click this drop-down menu to change the default country in your staff account. United States is the default.
              Default Currency Click this drop-down menu to change the default currency in your staff account. U.S. Dollar is the default.
              Time Zone Click this drop-down menu to select the time zone in which you are working.

              This setting does not apply to all staff members and therefore may not appear.

              Email The option in this section lets you edit your email signature.
              Email Signature If you have an email address specified in your staff account and the permission to customize your signature, make your changes in this text box.
              Application Behavior Options in this section let you select application behavior settings.
              Automatically Sign Out when Last Console is Closed Select this check box to prevent the Exit message from displaying when you close the last console or select Exit on the file menu.

              This is a global setting stored on your workstation and applies to all the interfaces on this site that you can access.

              Always Correctly Refresh Editors when Application is Resized Clear this check box to ensure that editors load faster on the console. This option displays only when Oracle Service Cloud is installed on 64-bit operating systems.
              Note: This option is designed to compensate for a Windows limitation when resizing one or more windows on 64-bit operating systems. However, when this option is enabled, which it is by default, you may experience more screen flickering and editors may load more slowly. Also, be aware that when you clear this option, editors that have been resized may not refresh properly.
              Disable Rich Client Visual Experience Select this check box to use software rendering instead of hardware rendering on the console display.

              This option is effective if you have limited hardware, such as a slow graphics card, which might cause repainting or display issues. However, if you have adequate hardware, selecting this check box may slow down operations.

              Local Data This section contains options for resetting your local settings and refreshing your local cache.
              Reset Local Settings Select this check box to reset local settings to the interface defaults.
              Rebuild Local Data Cache Select this check box to remove your local cache entries and request current copies from the server.
              Authentication The option in this section lets you change the password for logging in to your application.
              Change Password Click this button to change your password. See Change your password.
            3. Click OK.

            Rebuild your local cache

            You can remove your local cache entries while logged in and request current copies from the server without manually deleting the files.

            Your local cache files store all option lists data (any data accessed from a drop-down menu or menu list, such as customizable menu items) plus additional data such as report and workspace definitions, questions, documents, and standard text. If you aren’t sure whether your local copy of common data matches the data on the server, rebuild your local cache to retrieve the most up-to-date data.
            Note: Contact your administrator or supervisor before rebuilding your local cache.
            1. Click File and select Options > Personal Settings.

            2. Select the Rebuild Local Data Cache check box under Local Data.

            3. Click OK.

              A prompt asks you to confirm your request.
            4. Click Yes.

              A progress bar displays on the content pane. After all data is received from the server and written to the cache, the progress bar and window close.

              Change your password

              Although passwords are optional in Oracle Service Cloud, your organization may have security policies that require all staff to use a password to log in.

              If this is the case, your staff account contains a password you must use each time you log in. You may also need to change your password at regular intervals.

              If your profile contains the SSO Login (SAML 2.0) permission for single sign-on, you cannot change your password in Oracle Service Cloud. See Agent login using an IdP-initiated SSO.

              1. Click File and select Options > Personal Settings.

                Your personal settings display.
              2. Click Change Password.

              3. Type your current password and press Tab. Don’t forget that your password is case sensitive.

              4. Type the new password and press Tab.

                If an entry does not meet your organization’s password requirements, such as password length or character repetition, the system highlights the incorrect entry.
              5. Retype your new password.

              6. Click OK.

                The Oracle server verifies your password history (both current and new passwords) and, if errors are found, displays the requirements that were not met.

                Change your view options

                As you become familiar with your application and navigating the console, you may want to change the way information displays on the content pane.

                By default, when you open an item, it appears in full window display.

                You can change the default content pane display to a split window or pop the content pane in a new window. You can also change the placement of the content pane tabs, change how information displays in records, change the interface color, and display date, time, and time zone in the status bar.

                Tip: All view options are local settings.
                1. Click File and select Options > View Options.

                2. Select from the view options described in the following table.

                  Table View Options

                  Field Description
                  Appearance The options in this section apply to the interface color.
                  Color Scheme Click this drop-down menu to change the interface color scheme.
                  Tint Click this color box to select a tint for the interface color. You can also define a custom color.
                  Content Pane View Mode This section contains options for changing how information displays on the content pane.
                  Full Screen Leave the default, Full Screen, if you want the report or item to appear in full window display.
                  Split Window Select this option to display your items in a split window. In split window, explorers always open on the top half of the window and all other items open on the bottom. Drag the divider in the middle of the content pane up or down to show more of one record or item.
                  Display Content Editors in Popup Windows Select this option to pop the content pane in a new window. For instance, if you add a record or open one to edit, the record opens in a separate window. Selecting this option applies to the next editor you open, not any that are currently open.

                  Selecting this option places the window on top of the console, which prevents the window from disappearing behind other applications, but you must close the window before returning to work on the console. As an alternative to this option, you can undock administration and workspaces editors from the console and work between the console and a separate window without having to close the window first. See Content pane tabs and Creating and using workgroups.

                  Content Editors This section contains a setting for changing how records display on the content pane.
                  Display Content Editors in Expanded Mode Select this check box so you can scroll through all of a record’s fields rather than clicking tabs to access specific field information.
                  Content Pane Tab Alignment This section contains options for choosing where the content pane tabs appear.
                  Top By default, content pane tabs display at the top of the content pane.
                  Bottom Select this option to display content pane tabs on the bottom of the content pane.
                  Status Bar This section contains options for displaying the server time and time zone in the status bar.
                  Show Server Time in the Status Bar Select this check box to display the date and server time in the status bar of the console.

                  Selecting this check box enables the Display Time Zone check box so you can select that option as well.

                  Display Time Zone Select this check box to display the time zone next to the server time in the status bar.
                  Show Recent Items in Fields By default, recent items display in workspace menus and search fields. For example, if a contact record is opened from an incident, the contact displays under Recent when you click in the Contact search field of the incident record. Clearing this check box prevents recent items from displaying in workspace menus and search fields.
                3. Click OK.

                  Change your navigation pane settings

                  Navigation pane settings determine the order of the navigation buttons and the Configuration button on the navigation pane, which buttons display, and what opens on the content pane when you log in.

                  You can customize these and other settings to suit your specific work responsibilities and preferences.
                  Note: Navigation pane settings are local settings. Consequently, any customizations you make from this option, except for resetting your navigation set, will be removed if you select the Reset Local Settings check box from the Personal Settings option. See Change your personal settings.
                  1. Click File and select Options > Navigation Pane.

                  2. Select from the navigation pane options described in the following table.

                    Table Navigation Pane Settings Description

                    Field/Button Description
                    Navigation Set Order and Visibility This section contains a list of all the navigation buttons in your navigation set and the order in which they display on the navigation pane. All buttons are selected by default.

                    Depending on your profile permissions, you may also have the Configuration button in your navigation set and it will display in this list as well.

                    Buttons List Clear the check box next to any button that you do not want to appear on the navigation pane. Clearing a check box does not remove the button from your navigation set. It just prevents the button from displaying, and you can display it again at any time.
                    Move Up After selecting a navigation button, click this button to move the navigation button up one position in the list.
                    Move down After selecting a navigation button, click this button to move the navigation button down one position in the list.
                    Reset Click this button to reset the order of the buttons that appear on the navigation pane to the order defined in your navigation set.
                    Reset Navigation Set to Profile Default Select this check box to remove all customizations you have made to your navigation lists and reset to your profile’s default navigation set. See Customizing navigation and configuration lists.

                    This check box won’t appear unless you have the Customize Navigation Sets permission set in your profile.

                    Recent Items This section contains an option for defining how many items you want in the recent items list. Recent items are interface specific and include those records and items you have recently opened. Keep in mind that the system does not track configuration items in the list.

                    If you make a change to a field on the Contacts or Organization tab of an incident, the contact or organization record will not appear in this list. However, if you open the contact from the incident or the organization from the contact record (by clicking the contact or organization and selecting Open), the record will appear in your recent items list.

                    Items Shown in Recent Items List Type a number or click the arrows to change the number of items to show in this list. The default is 10 items and the maximum is 40.
                    Note: If you are working on the Agent Browser UI, the maximum number of items to show in the list is 20.

                    Recent items associated with disabled products will not appear in the list. For instance, if you edit an opportunity and then Opportunity Tracking is disabled, the opportunity will no longer appear in your list.

                    Behavior This section contains options for choosing how to open items on the content pane and what, if anything, opens when you log in.
                    Double Click to Open Items Clear this check box to open items with a single click. By default, you must double-click a report or any item in your navigation list to open it on the content pane.

                    This setting also affects the way you open configuration items.

                    At Startup Open: The options in this section determine what displays on the content pane when you log in.

                    By default, the navigation list or configuration list that appears when you log in will be the same list that was displayed when you logged out.

                    Nothing Select this option if you want the last selected item in the navigation list to be selected but not opened.
                    Default Navigation Item for Current Page Clear this option if you don’t want the default item for the navigation list to automatically open on the content pane.

                    This option is selected by default. When the navigation list or configuration list does not have a default item, nothing will open.

                    Last Navigation Item Opened in Previous Session Select this option if you want the last item that was open when you logged out to automatically open when you log in, even if it is not in the list that displays when you log in.
                  3. Click OK.

                    Change tool window visibility

                    In addition to manually closing tool windows from the navigation pane, you can also change tool window visibility from your application options.

                    1. Click File and select Options > Tool Windows.

                    2. Clear the check box next to any tool window you want to hide. All tool windows are visible by default.

                    3. Click OK.

                      Tip: You also have the option to add a custom tool window to the Service Console. Using NAVPANE_CUSTOM_WEB_CONTROL_URL configuration setting ( RightNow User Interface/Tool Bar/General), you can embed a web page on the navigation pane. After you add a fully qualified domain name in the Value field, a Custom Web Control tool window will display in the Tool Window Visibility list. However, you must select the check box in the list in order to display your custom tool window on the console. You can then move it just like any of the default tool windows.

                    Open the Reports explorer

                    Certain components and configuration items display data in hierarchical folders similar to Windows Explorer.

                    The main elements and basic functionality of explorers in Oracle Service Cloud are the same, but options may differ slightly from one explorer to another.

                    Explorers can be added to any navigation list or your configuration list, just like any report or other item. For instance, the list of campaigns in your application display in an explorer, yet you can add the Campaigns explorer to a navigation list other than the Campaigns navigation list.

                    1. Click Analytics on the navigation pane.

                    2. Double-click Reports Explorer in the navigation list. The explorer opens on the content pane.

                      Tip: Although the default requires that you double-click an item to open it, you can change the default so that items open with a single click. See Change your navigation pane settings to select this option.

                      The following explorers are available in Oracle Service Cloud. Certain components contain multiple explorers.

                      • Analytics

                      • Campaigns

                      • Mailings

                      • Surveys

                      • Content Library

                      • Audiences

                      • Navigation Sets

                      • Workspaces/Workflows

                      • Client Workflow Images

                      • Scripts

                      • Guided Assistance

                    Explorer display states

                    Explorers display in one of three states: Folders On, Folders Off, and Search On. The display state determines what information you see and what functionality is available. You change states using the Folders and Find buttons on the ribbon.

                    Folders On—In the default Folders On state, explorers display a folders tree on the left and a detailed list of the selected folder’s contents (subfolders and items) on the right. The columns that display in the list are specific to each explorer. For instance, the Reports explorer shows Created, Updated, Initial Run, and Refresh on Edit columns, while the Mailings explorer might show Last Launched, Sent, and Clicked columns.

                    Folders Off—When you turn off folders, the tree is hidden and the content pane displays only the detailed list of the selected folder’s contents. However, the folder hierarchy is maintained. Depending on where you are in the hierarchy when you turn off folders, you can double-click a folder to drill down or click Up to move up one level.

                    Click Folders to turn off folders. (You can also click X on the top right of the folders tree to turn off folders.) Click Folders again to display the tree and turn folders on.

                    Search On—The third explorer display state is Search On. The left side of the content pane displays the Find menu. Click Find to change to Search On. Click it again to turn off search. (You can also click X on the top right of the Find menu to turn off search.)

                    Tip: Turning off search puts the explorer in the Folders Off state. To turn off search and display the folders list, click Folders instead of closing the Find menu.

                    Search for a report from the Reports explorer

                    The steps for searching are the same in all explorers. You can search any of the available columns in the list by selecting a column from the Find Using drop-down menu.

                    Three data types are supported in explorer searches: strings (words), dates, and integers (numbers). The data type of the column you select determines the available search criteria.

                    • String—The Name column is the default search column in all explorers. Because this is a string data type, you can search for strings that start with, contain, end with, or match the value you enter in the search box. You can also match the case by selecting the Case Sensitive check box.

                    • Date—If the column you select is a date data type, you can search for dates before, on, or after today’s date. You can also click the calendar to display the current month’s calendar and select another day, or click the arrows at the top of the calendar to change months.

                    • Integer—If the column you select is an integer data type, you can search for values that are less than, equal to, or greater than a number. Either type a number in the search box or select one using the arrows.

                    1. Double-click Reports Explorer in your navigation list.

                      The explorer opens on the content pane.
                    2. Click Find.

                      The left side of the content pane displays a Find menu, hiding the folders tree.
                    3. Click the Find Using drop-down menu and select a column to search.

                    4. Select an option for your search criteria.

                    5. Type your search text in the text box and click Find.

                      The search results display in the list on the right side of the content pane. You will receive a message when no matches are found.
                    6. To remove the text entered from the previous search, click Clear.

                    Performing actions on search results

                    The actions you can perform after a search vary according to the search results and your profile permissions.

                    In addition to the common actions you can initiate from the ribbon or by right-clicking a file, you have an additional option, Open Containing Folder, when you right-click a file returned in an explorer search.

                    Select Open Containing Folder to display the folder containing the selected file. This automatically closes the Find menu and returns the explorer to the Folders On display state.

                    Right-clicking a folder returned in your search provides another option in addition to Open Containing Folder.

                    • Open Containing Folder—Select this option to display the parent folder in the tree.

                    • Open Folder—Select this option to display the folder in the tree.

                    Both actions close the Find menu and return the explorer to the Folders On display state.

                    Advanced search options

                    You can use advanced search options to remove the results from your search, search your current results, or keep your current results and add results from your next search.

                    By default, conducting a new search removes the previous search results.

                    Click Show Advanced Options on the bottom of the Find menu. (You can click anywhere on the line to display the advanced options.) The option then changes to Hide Advanced Options.

                    The options described in the following table are available for conducting an advanced search.

                    Table Advanced Search Options

                    Option Description
                    Search globally, replace results Select this option to remove the results from the previous search and replace with results from this search. This is the default option.
                    Search within results, replace results Select this option to search only the current results and keep only those that match this search.
                    Search globally, append to results Select this option to keep results from the previous search and add results from this search.
                    Tip: You can also select the Return Non-Matching Items check box to return all files that do not match your search criteria.

                    Selecting actions from the tree

                    The primary way of moving around explorers is from the tree, although you can also select actions and change focus in the explorer from the list, ribbon, and address bar.

                    Depending on the permissions in your profile and the explorer you are working in, certain actions may not be available. For instance, if you select a standard report in the Reports explorer, the Delete action from the list and the button on the ribbon are not available since you can’t delete standard reports.

                    The explorer tree options available are described in the following table.

                    Table Explorer Tree Options

                    Option Action
                    Change the list Select a folder in the tree to change the list of subfolders and items that appear.
                    Expand or collapse all folders Right-click a folder to expand or collapse all folders in the tree. You can also click the plus or minus sign next to a folder to expand or collapse a single folder.
                    Add a folder Right-click a folder and select New Folder. A new folder is created under the selected folder and you are given the opportunity to name it.

                    This option is not available when you right-click a root or standard folder.

                    Delete a folder Right-click a folder and select Delete. When you select this action, you will be asked to confirm the deletion.
                    Caution: Deleting a folder deletes all of its contents as well. This action cannot be reversed.

                    This option is not available when you right-click a root or standard folder.

                    Rename a folder Right-click a folder and select Rename. The selected folder is put into an editable state.

                    This option is not available when you right-click a root or standard folder.

                    Reorganize folders Drag and drop a folder and its contents into another folder and move items from one folder to another.

                    Drag-and-drop may be restricted by permissions in your profile. Also, you cannot execute a drag-and-drop that would result in a folder containing more than 12 levels.

                    Selecting actions from the list

                    The actions available when working with the list depend on the explorer and the list of items.

                    Some actions can also be initiated from the ribbon. The actions available also depend on whether you right-click a subfolder or an item.

                    The following table describes the options available from the explorer list.

                    Table Explorer List Options

                    Option Action
                    Open a subfolder Right-click a subfolder and select Open Folder. This action causes the parent folder to be selected in the tree and its contents to display in the list. This option is available only when you right-click a folder. You can also double-click a folder to open it.
                    Edit an item Right-click an item and select Edit. This action is available only when you right-click an item. You can also double-click the item to open it for editing.

                    In the Reports explorer, double-clicking will run the report.

                    Open an item Right-click an item and select Open to view the item. This action is available only when you right-click an item.
                    Queue a report Right-click a report and select Queue. This action manually schedules the report to run in the background.

                    This option is available only on the Reports explorer.

                    Copy an item Right-click an item and select Copy. Select this action when you want to add an item that contains many of the same attributes as the item you right-click. This option is not available when you right-click a folder.
                    Delete a subfolder or item Right-click a subfolder or item and select Delete. You will be asked to confirm the deletion.
                    Caution: Deleting a folder deletes all of its contents as well. This action cannot be reversed.

                    This option is not available when you right-click a standard folder.

                    Rename a subfolder or item Right-click a subfolder or item and select Rename. The folder or item is put into an editable state for you to rename.

                    This option is not available when you right-click a standard folder.

                    View a report definition Right-click a report and select View Definition. The report definition opens in a new window.
                    Add a folder Right-click in the white space of the list and select New Folder. After you name the folder and press Enter, the new folder displays in the list and also under the parent folder in the tree.
                    Reorganize folders and items Drag and drop a folder and its contents into another folder and move items from one folder to another using drag-and-drop. You can also drag folders or items in the list and drop them onto a folder in the tree. (You cannot, however, drag from the tree to the list, since dragging a folder into one of its descendants is never permitted.)

                    Certain explorers may not permit drag-and-drop operations.

                    Resize and re-sort columns Drag the left column boundaries to resize columns. Click a column header to re-sort the data in ascending or descending order.

                    Selecting actions from the ribbon

                    Many of the actions you initiate from the explorer list can also be selected by clicking a button on the ribbon.

                    The explorer ribbon contains only the Home tab. Clicking certain buttons, such as New and Open, changes the tabs and buttons that are available. The Help button is located on the far right of the ribbon. Click this button to access help for the current task.

                    Shortcut keys are also available for all ribbon buttons so you can type a key combination to perform an action rather than clicking a ribbon button. Press Alt plus the first letter of the ribbon tab that you want to display shortcut keys for. (For instance, press Alt+h to display the shortcut keys for buttons on the Home tab.) This is a one-time action. When you use a shortcut key, the ribbon returns to its default display.

                    The buttons described in the following table are available on the explorer ribbon.

                    Table Explorer Ribbon

                    Group/Button Description
                    Record
                    Edit Click this button to edit the selected item in the list. You can also right-click the item and select Edit or double-click the item.
                    Open Click this button to open the selected item in the list. You can also right-click the item and select Open.
                    New Report Click this button to create a custom report.

                    This button appears only on the Reports explorer ribbon. Other explorers contain a New button.

                    New Dashboard Click this button to create a dashboard.

                    This button appears only on the Reports explorer ribbon.

                    Queue Click this button to manually schedule the report to run in the background. When a queued report has been generated, a toast notification displays with a link to open the report. (This option is useful for reports or dashboards that you think may query or return a large amount of data.) You can also right-click the report and select Queue.

                    This button appears only on the Reports explorer ribbon.

                    View Definition Click this button to view the report definition in a new window. You can also right-click the report and select View Definition.

                    This button appears only on the Reports explorer ribbon.

                    Copy Click this button to copy the selected item in the list. You can also right-click the item and select Copy.
                    Delete
                    Caution: Deleting a folder deletes all of its contents as well. This action cannot be reversed.

                    Click this button to delete the selected item or folder in the list. You can also right-click the item or folder and select Delete or select the item and press Delete.

                    You cannot delete a root or standard folder.

                    Rename Click this button to rename the selected subfolder or item in the list. You can also right-click the item or subfolder and select Rename.

                    You cannot rename a root or standard folder.

                    Navigation
                    Back Click this button to return to the last folder you accessed. The list on the right populates with the folder’s contents, just as if you had manually selected a folder in the tree. Initially, this button is disabled. You can also click the arrow on the far right of the address bar to display the paths of the last ten folders and items accessed. The most recent entry is at the top of the list.
                    Forward Click this button to move forward in the history of recently accessed folders and items. The forward list is populated as soon as you click the Back button. You can also click the arrow on the far right of the address bar to display the paths of the last ten folders and items in the Forward list. The most recent entry is at the top of the list.
                    Up Click this button to access the parent of the selected folder. When the selected folder has no parent (that is, it is a root folder), the Up button is disabled.
                    Refresh Click this button to refresh the tree and list.
                    Find Click this button to change the explorer state to Search On. See Explorer display states.
                    Display
                    Folders Click this button to switch between showing the tree and hiding it.
                    Views Click the arrow on this button to change the way the subfolders and items display in the list. Options include Tiles, Icons, List, and Details. The default is Details (subfolders and items display in column format).
                    Choose Details Click this button to select which database columns you want to display and which you want to hide. The columns that are displayed have a check next to them. This button is available only when the Details view is active. (See the Views button description above.)

                    The Name column can never be hidden and therefore does not appear in the list of columns. However, you can display the ID column, which is hidden by default.

                    Changing folders from the address bar

                    You can change folders and focus in the tree by typing a path, or partial path, in the address bar.

                    As you work in the tree, the address bar is updated with the path of the selected folder whenever you change folders. Clicking Back or Forward also updates the path in the address bar.

                    Tip: You can type just a few characters in the address bar and the system will present you with possible path completions. Use your mouse or other pointing device or the arrow key to select the path you want. Then press Enter or click Go to change folders.

                    Save an item in an explorer

                    When you create or edit an item in an explorer, you have more than one option for saving the item. No matter which explorer you are working with, the steps are essentially the same.

                    1. Click the Home tab on the ribbon.

                      Note: When saving a custom report, click the arrow on Save on the Quick Access toolbar and select a save option.
                    2. To save changes to the item without closing it, click Save.

                    3. To save changes to the item and close it, click Save and Close.

                      This option is faster than saving a change and then manually closing the window.
                    4. To save a new item or save a copy of the item you are editing with a different name, click Save As. The Save As window opens.

                      Note: Not all explorers contain a Save As button.
                      1. To save the item in a custom folder, navigate to the folder. You cannot save custom items in the standard folders in either the Reports or Images explorers.

                      2. Type a name for the item in the Name field.

                      3. Click OK.

                    Session management and login controls

                    Session management and login controls

                    Oracle Service Cloud provides a number of security measures to assist you in safeguarding your organization’s data and that of your customers.

                    As your organization’s administrator, you can expire sessions to help reduce session exploitation, control both active and inactive desktop user sessions to lower seat usage for licensing compliance, and control and track login behavior on the administration interface.

                    Forcing session expiration

                    Reducing session exploitation can help your organization protect its data. And Oracle Service Cloud is set up to automatically expire sessions so you can control the length of time before staff sessions expire.

                    Although you have other ways to force staff members to reauthenticate, the session hard timeout feature should be the primary method you use since it requires no manual intervention on your part.

                    The SESSION_HARD_TIMEOUT configuration setting (RightNow User Interface/General/Security) can be set for a time value between a minimum of 1 hour and a maximum of 8,760 hours (1 year). The default value is 12 hours.

                    A warning message alerts staff members five minutes before their current session is set to expire and tells them to reauthenticate.

                    After entering login credentials, the staff member will be authenticated, a new session will be created, and the session ID will be updated throughout the product. The staff member can continue working without any loss of data.

                    Note: Oracle RightNow Desktop App Builder Add-Ins Cloud Service (desktop add-ins), Oracle RightNow Connect Desktop Integration (JavaScript API), and cobrowse will receive a notification when a new session has been created.

                    If a staff member dismisses the warning message (by clicking Cancel), the Service Console locks when the session expires. After the staff member enters login credentials and is authenticated, a new session is created and the staff member can proceed without losing any work.

                    Agents who are chatting with customers must also enter their password to reauthenticate. If an agent does not reauthenticate, any open chat sessions are sent back into the queue for assignment to the next available agent.

                    Controlling desktop usage

                    Contact your Oracle account manager for information about desktop usage metering and licensing compliance.

                    Our desktop usage administration feature is controlled by SESSION_MANAGEMENT_ENABLED. The setting is enabled by default and provides ways for you to control and manage both active and inactive sessions.

                    Manually log out a staff member

                    While session hard timeout is the preferred way to force staff members to reauthenticate, you can also manually log out individual staff accounts when the situation warrants.

                    This action terminates the staff member’s session, locks the Service Console, and forces the staff member to reauthenticate in order to continue working. When an agent is engaged in a chat and is logged out, but then does not reauthenticate, the chat is sent back into the queue for assignment to the next available agent.

                    In order to manually log out staff accounts, staff members must have the Groups/Accounts/Distribution Lists permission on the Administration tab of the Profiles editor. See Select Administration permissions to assign this permission.

                    When you manually log out a staff account, the server sends the information to the client. When the staff member then tries to perform an action, like saving an open record or clicking a button, a Console Locked message displays. After the staff member enters login credentials and is authenticated, a new session is created and the staff member can proceed without losing any work. Also, the end date and time are updated in the User Transactions (user_trans) table in the Oracle database, enabling you to view and track your desktop user sessions.

                    Using the Logged In Staff Accounts standard report, you can see which staff members are currently logged in, the date and time they logged in, and how long they have been logged in. You’ll also see a Force Logout button on the Record group of the ribbon for logging out a selected staff account. (You can also right-click a staff account in the list and select Force Logout.)

                    Note: If you prefer, you can create your own custom report to manually log out staff members. You’ll need to use fields from the Accounts ( accounts) and User Transactions ( user_trans) tables to display currently logged-in staff accounts and their login start and end times.
                    1. Do one of the following:

                      • From the configuration list, double-click Logged In Staff Accounts in Staff Management.
                      • From the Reports explorer, double-click Staff Management in Common/Site Administration.
                    2. Select a staff account in the list and click Force Logout on the ribbon.

                      A message asks you to confirm the action and warns you that all of the staff member’s unsaved changes will be lost.
                    3. Click OK.

                      A message tells you that the staff member’s session has been terminated.
                    4. Click OK.

                    5. Repeat the previous steps as necessary to log out additional staff accounts.

                    When a staff member tries to perform an action after being logged out, a Console Locked message displays.

                    After the staff member reauthenticates (by entering the correct password), a new session is created and the staff member can proceed without losing any work.

                    Automatically logging out inactive sessions

                    In addition to manually logging out active sessions, you can also set up your application to automatically log out inactive sessions.

                    You’ll configure automatic logout of inactive sessions using a configuration setting and a profile setting, which work together to give you more flexibility in managing your desktop user sessions and maintaining site security.

                    • CLIENT_SESSION_EXP—Use this configuration setting to specify the time in one-minute intervals that a session can be inactive before a staff account is automatically logged out. The default value of CLIENT_SESSION_EXP (RightNow User Interface/General Security) is 15 minutes and the maximum value is 1440 (24 hours).

                    Even if you disable desktop usage administration, you can still use CLIENT_SESSION_EXP to maintain security on your site.

                    • Session Timeout field—Use this field on the Profiles editor to specify a time (0–1440 minutes) other than the time defined in CLIENT_SESSION_EXP that a session can be inactive before a staff account is automatically logged out, or set this field so that staff members with a particular profile are exempt from being automatically logged out due to inactivity. By default, this field is null, meaning that the value in CLIENT_SESSION EXP will be used for automatic logout. Entering any value in this field overrides the value defined in CLIENT_SESSION_EXP.

                    Note: Even if you exempt certain staff members from being automatically logged out due to inactivity, staff member sessions will still expire and staff must reauthenticate when the time set in SESSION_HARD_TIMEOUT expires.

                    Here’s how automatic logout of inactive sessions works. When the time of inactivity has been exceeded, the client sends a logout request to the server, which will update the end date and time in the User Transactions (user_trans) table in the Oracle database.

                    Staff members will receive a Console Locked message asking for their password to reauthenticate. After a staff member enters login credentials and is authenticated, a new session is created and the staff member can continue working without any loss of data.

                    For staff members who choose to exit the application, all their unsaved work will be lost. In addition, after entering four incorrect passwords, a staff member will be locked out of the console and must re-launch the application. Any unsaved work will be lost.

                    Agents who are chatting with customers when they are automatically logged out must also enter their password to reauthenticate. If an agent does not reauthenticate, any open chat sessions are sent back into the queue for assignment to the next available agent.

                    Note: Staff members who log in through an identity provider (that is, using the single sign-on process) will not have the opportunity to re-enter their password to continue working in the application. Any unsaved work will be lost.

                    Configure automatic logout by profile

                    You may want to exempt certain personnel from an automatic logout, or you may want to change the time that a session can be inactive before a staff account is automatically logged out.

                    Either way, you can customize automatic logout by profile to override the time set in CLIENT_SESSION_EXP.
                    Note: When SESSION_MANAGEMENT_ENABLED is disabled, this profile setting is disregarded.
                    1. Click Configuration on the navigation pane.

                    2. Expand Staff Management, and then double-click Profiles.

                      The report opens on the content pane.
                    3. Select the profile you want to edit and click Open.

                    4. Click the Other tab to display the Session Timeout field.

                      The default value of the Session Timeout field is null, meaning that the value specified in CLIENT_SESSION_EXP will be used for automatic logout. Change the null default only if you want to override the value in CLIENT_SESSION_EXP.
                    5. To exempt staff members associated with this profile from being automatically logged out, type 0 in the field.

                    6. To set another value, which will override the value specified in CLIENT_SESSION_EXP, type the number of minutes in the field.

                      Note: Even if the value in CLIENT_SESSION_EXP is set to 0, any value other than 0 in the Session Timeout field will be used to automatically log out staff members associated with this profile when the minutes of inactivity have been exceeded.
                    7. Click Save.

                    8. Repeat this procedure for all the profiles you want to configure for automatic logout.

                    Configuring Login Help

                    You have a number of options that can be added to your application to control login behavior and assist staff members when logging in. You can also add your organization’s branding to the Login window to communicate a message to your staff members.

                    Oracle Service Cloud contains an account self-service feature to assist staff members who are having problems logging in. Staff members access this feature using the Login Help link on the Login window.

                    Using ACCT_RECOVER_ALT and ACCT_RECOVER_STATUS (RightNow User Interface/Tool Bar/General), you can configure your application to perform one of the following actions when staff members click Login Help.

                    • Open the login procedure in online help—In addition to providing the steps required to log in, this procedure directs staff members to their organization’s administrator for their login information and explains the default behavior of the account self-service feature.

                    • Send staff an email if they have forgotten their user name or password—This is the default in ACCT_RECOVER_STATUS. When staff members click Login Help, the Account Self Service window opens.

                    Staff members who have forgotten their user name simply type their email address and click Submit. If their email address is unique, they will receive an email containing their user name. If not unique, they will receive an email telling them to contact their administrator.

                    Staff members who have forgotten their password select I Forgot My Password. An additional field displays.

                    Staff members must type their email address and user name. If both email address and user name match what’s defined in their staff account, they will receive an email containing a link to the Password Reset page for entering a new password. As a security measure, if either user name or email is incorrect, no email is sent.

                    Note: Use the Accounts email messages ( Site Configuration/Message Templates/Administrator Emails/Accounts) to customize the emails sent to staff members when they have forgotten either their user name or their password.
                    • Show alternate message—If you want to display an alternate message to staff members when they click Login Help, change the value in ACCT_RECOVER_STATUS to 2 and type your new message in ACCT_RECOVER_ALT.

                    Adding your branding on the Login window

                    The Login window is an ideal place for you to communicate a message to your staff.

                    Using our branding feature, you can include any message content you want when staff members log in to your application. And if your site is configured for multiple interfaces, you can customize each interface’s Login window according to its audience and the message you want to convey.

                    Two areas can be customized using the following configuration settings (expand Site Configuration, and then double-click Configuration Settings and locate RightNow User Interface/Tool Bar/General).

                    BRAND_CONTENT_URL—Specifies the URL used to display content on the banner area of the Login window. The default contains Oracle content announcing releases, webinars, and events.

                    Tip: Make sure to enter a fully qualified domain name to display the web page you want. Also, the web page must use fully qualified paths to images, or the images will not display.

                    BRAND_WELCOME_MSG—Specifies the welcome message displayed on the Login window. Default is blank.


                    This figure shows a Login window that displays a customized brand content URL and brand welcome message.

                    Supplying login information to staff members

                    You can provide staff members with details about their login activity for the previous sixty days.

                    My Account Login Statistics, located in Common/Site Administration/Staff Management, lists when the staff member last logged in successfully, the IP address of the last successful login, when the last login attempt failed, and the IP address of the last failed login attempt. A drill-down is also available that lists all the unsuccessful login attempts since the last successful login.


                    This figure is described in the surrounding text.

                    You may also want to add the My Account Login Statistics report to your staff members’ navigation sets. In addition, if you set this report as the default in a navigation list, and that navigation list displays when staff members log in, the report will automatically open on the content pane. In this way, your staff can track their own login activity on a regular basis.

                    The staff member’s name in the Account column on the My Account Login Statistics report links to the Unsuccessful Login Attempts by Account report, another standard report in Oracle Service Cloud. While staff members can see their individual unsuccessful login attempts in this report, you can run the report to see all failed login attempts throughout your system and spot any trends or problems that may exist.


                    This figure is described in the surrounding text.

                    Limiting concurrent administration logins

                    You can control the number of concurrent administration logins per site.

                    Any range between 1 and 40,000 is allowed, and 40,000 is the default. Limiting the number of allowed sessions per site can help you manage system resources. Contact your Oracle account manager to change the default setting.

                    See Controlling desktop usage to learn about the other ways to manage and control desktop user sessions.

                    Staff account locking

                    By default, the system locks a staff account after the staff member enters an incorrect password five times.

                    This measure can help you and your organization maintain site security. You can change any of the password requirements using the Password Configuration editor accessed when you click Configuration on the navigation pane and expand Staff Management.

                    Login agreement functionality

                    You can distribute a terms of use agreement, a security statement, or any login message you choose to staff members accessing the administration interface.

                    Your message or statement will display after staff members click Login on the Login window. Staff members must agree to the statement or message before the Service Console opens. To review or customize this setting, see LOGIN_SECURITY_MSG (RightNow User Interface/Tool Bar/General).

                    Saving login credentials

                    For security purposes, staff members must enter their user name and password each time they log in.

                    If you want to provide staff members with the option to save their login credentials, enable ACCT_ALLOW_REMEMBER_ME (RightNow User Interface/Tool Bar/General). Thereafter, each staff member’s browser control will handle the user’s login credentials using auto complete.

                    Navigation Sets

                    Overview: Navigation sets

                    Navigation sets control the navigation lists and buttons that staff members see on the navigation pane of the agent desktop.

                    Every staff member has a profile, and every profile must include a navigation set that all staff members with that profile use when they work in Oracle Service Cloud. A navigation set is a combination of navigation buttons and their associated navigation lists. If you do not create navigation sets and assign them to profiles, staff members will not have access to navigation buttons and lists.

                    You can configure navigation sets to provide access to only areas of the system that staff members need to perform their job. For example, an agent working in your technical support group probably does not need access to marketing campaigns or sales opportunities. In that case, navigation lists for Campaigns and Opportunities can be left off their navigation sets.

                    You can create as many navigation sets as your organization needs. Then, when you add a profile, you select the navigation set that staff members with the profile will use. The staff members assigned to the profile have access to only those reports and items defined in their profile’s navigation set unless you allow staff members with that profile to customize their navigation set. See Add or edit a profile and Customizing navigation and configuration lists.

                    You can add reports and components to the navigation buttons. You also can add Quick Search reports to navigation sets to allow searching for contacts, incidents, or other types of records directly from the navigation pane. The first time you open the Navigation Sets explorer, the right side is generally empty because no navigation sets have been created.

                    After you create navigation sets, the explorer displays the tree structure on the left and navigation sets on the right. The explorer includes options to copy, edit, delete, and rename any navigation set that you create. Public and private reports and dashboards can be added to navigation buttons. However, staff members must have the appropriate Analytics permissions in their profile to open them.

                    The Navigation Sets explorer does not contain standard folders, but you can create custom folders to help keep your navigation sets organized. For information about working with folders, see Adding folders. For detailed information about explorer functionality, see Open the Reports explorer.

                    To understand how navigation sets, profiles, and staff accounts work together, see Navigation sets, profiles, and staff accounts.

                    If your installation of Oracle Service Cloud contains multiple interfaces, also see Managing staff member accessibility.

                    Create a navigation set

                    Follow this procedure to create a navigation set.

                    1. Click Configuration on the navigation pane.

                    2. Expand Application Appearance, and then double-click Navigation Sets.

                      The Navigation Sets explorer opens.
                    3. Click New.

                      The Navigation Sets editor opens on the content pane.

                      By default, the File Menu component is selected on the right side of the content pane and New Items displays on the left. When any other component or record type is selected on the right, the left side of the content pane displays Public Reports and Components.

                    4. To enter information about the navigation set, type a description in the Summary field.

                      You name the navigation set when you save it.
                    5. To set the options available through the file menu, see Configure the file menu.

                    6. On the right side of the content pane, select the check boxes next to the types of records or components you want to include in the navigation set.

                      All are selected by default. Separate navigation lists can be created for each type of record or component you select. For example, select the Incidents check box to include a navigation list staff members can use when they work on incidents. You cannot clear the check box next to the File Menu component, because the file menu is always available.
                    7. Click one of the selected record types or components to begin creating a navigation list for the record type or component.

                      Note: Most navigation lists for the navigation buttons you select are initially empty when creating a navigation set. However, the navigation list for the Configuration button is populated with default configuration items. The items in this list can be customized using the same functionality used to customize the other navigation lists. See Create a navigation set for the administrator.
                    8. On the left side of the content pane, expand Public Reports and Components and then expand the subfolders to see the available items. If you know the name of a report or component (or part of the name) you want to add to a navigation list, you can quickly locate it by clicking Find in List and searching for the item.

                    9. To add reports and dashboards to the navigation list do one of the following:

                      • Select the reports you want to add from the left column and drag them to the lower portion of the right column.
                      • Double-click or select the reports or components you want to add and click Add.
                      To add more than one item at the same time, press Ctrl while selecting each item.
                    10. To add explorers to the navigation list, select the navigation item you want to add the explorer to from the right column, expand Components in the left column, expand the folder for the explorer you want to add, and drag it to the lower portion of the right column.

                    11. To add notifications to the navigation list, expand the Common folder under Components in the left column, select Notifications, and drag it into the lower portion of the right column.

                      This lets staff members open any notifications they receive. See Opening your notifications.
                    12. To add a folder to the navigation list to help organize items in the list, click New Folder.

                      1. Enter the name you want for the folder.

                      2. Drag explorers, reports, or other items to the folder.

                      3. To rename a folder, click the folder, click Rename, type the new name for the folder, and click outside the folder name to save the new name.

                    13. To set a report, explorer, or other item as the default for this navigation list, right-click it and select Set As Default. See Selecting actions from a navigation or configuration list.

                      Note: The default item for a navigation list opens on login only if the navigation list was the active list when the staff member logged out last time. See Change your navigation pane settings for how staff members can change this behavior.
                    14. To create a navigation list for each type of record that you want to be available in the navigation set, repeat steps 7 through 13.

                    15. To choose the order in which the navigation buttons display on the navigation pane, click a record type or component on the upper portion of the right column and click Move Up or Move Down to position it in the list.

                    16. To add Quick Search reports to the navigation set, see Add Quick Search reports to a navigation set.

                    17. Click Save.

                      The Save As window opens where you can enter a name for the navigation set in the Name field.
                    18. Click OK.

                    Configure the file menu

                    The file menu, accessed by clicking File next to the ribbon’s Home tab, includes a section on the right for creating records and items. This list is blank until you configure the file menu in navigation sets.

                    After you have configured it, staff members can click File and use the shortcuts you have added.


                    This figure shows the options in the File menu after it has been configured.

                    If you do not set any options for the file menu in the navigation set, staff members with profiles that use that navigation set do not have the option to create items using this shortcut. Also, if you set menu options for items that the staff member’s profile does not grant permission for, those options do not appear in the file menu.

                    1. Click Configuration on the navigation pane.

                    2. Expand Application Appearance, and then double-click Navigation Sets.

                      The Navigation Sets explorer opens on the content pane.
                    3. Right-click the navigation set you want to configure the file menu for and select Open.

                    4. If File Menu is not selected at the top of the upper portion of the right column, click it.

                    5. Expand New Items in the left column.

                    6. Select the items you want to add to the file menu and click Add.

                      You can also double-click items to add them. To add more than one item at the same time, press Ctrl while selecting each item.
                    7. To add a folder to the file menu to help organize menu items, click New Folder.

                      1. Type the name you want for the folder.

                      2. Drag menu items to the folder.

                      3. To rename a folder, select the folder, click Rename, type the new name for the folder, and click outside the folder name to save the new name.

                    8. To choose the order in which the menu options appear when File is selected, click an item in the lower portion of the right column and then click Move Up or Move Down to position it in the list.

                    9. To group menu options, select File Menu, expand New Items on the left, and then select Horizontal Separator from the bottom of the list.

                      1. Click Add.

                      2. Click Move Up and Move Down to position the horizontal separators.

                    10. Click Save.

                    Add Quick Search reports to a navigation set

                    You can add Quick Search reports to a navigation set so that staff members can access Quick Search from any navigation list on the agent desktop. These reports allow staff members to open records, even with limited information and regardless of the type of record they are working on.

                    When you create a navigation set, you can define which Quick Search reports appear on the Quick Search drop-down menu on the navigation pane. The same Quick Search menu appears for every navigation button in the navigation set.

                    Note: Remember that staff members can move or hide the Quick Search tool window and other tool windows on the navigation pane. For information about changing what appears on the navigation pane, see Change tool window visibility.

                    Oracle Service Cloud includes the following predefined Quick Search reports.

                    • Answer Quick Search

                    • Asset Search

                    • Campaign Search

                    • Contact Quick Search

                    • Contact Quick Search for Dashboard

                    • Contact to Channel Type Quick Search

                    • Document Search

                    • Incident Search

                    • Mailing Search

                    • Outreach Task Search

                    • Opportunity Search

                    • Organization Quick Search

                    • Quick Search Dashboard

                    • Service Task Search

                    • Survey Search

                    1. Click Configuration on the navigation pane.

                    2. Expand Application Appearance, and then double-click Navigation Sets.

                      The Navigation Sets explorer opens.
                    3. On the right side of the explorer, right-click the navigation set you want to add Quick Search reports to and select Open.

                    4. Do one of the following:

                      • If the Quick Search component check box on the upper portion of the right column is cleared, select it.
                      • If the Quick Search component check box is already selected, click it.

                      You may need to scroll down to locate Quick Search. If any reports are defined, they appear in the lower portion of the right column.

                      The Quick Search component is highlighted.
                    5. On the left side of the content pane, expand the list under Public Reports.

                    6. Drag a search report from the left column and drop it in the lower portion of the right column.

                      You can also add search reports by double-clicking them or by selecting them and clicking Add.
                    7. Click Save.

                    Copy a navigation set

                    After you create a navigation set, you can copy it to use as the starting point for another navigation set.

                    1. Click Configuration on the navigation pane.

                    2. Expand Application Appearance, and then double-click Navigation Sets.

                      The Navigation Sets explorer opens.
                    3. On the right side of the explorer, right-click the navigation set you want to copy and select Copy.

                      The Copy As window opens.
                    4. To add the copied navigation set to a folder, click the folder name.

                    5. Type the name of the copied navigation set in the Name field.

                    6. Click the OK.

                      The copy you added appears on the explorer in the folder you selected.

                    Editing a navigation set

                    After you create a navigation set, you can edit it to meet changing needs. For example, you might want to include additional reports in a navigation set or remove a component from it.

                    Note: Remember that editing a navigation set used in a profile does not impact staff members who have permission to customize their navigation sets. See Overview: Assigning Custom Navigation Sets to a profile.
                    1. Click Configuration on the navigation pane.

                    2. Expand Application Appearance, and then double-click Navigation Sets.

                      The Navigation Sets explorer opens.
                    3. Right-click the navigation set you want to edit and select Open.

                      The navigation set opens on the Navigation Sets editor.
                    4. Click the record type or component you want to edit. Its navigation list displays in the lower portion of the right column on the content pane.

                    5. To add a report, explorer, or other item to the navigation list, expand the list of Public Reports or Components, drag the item from the left column, and drop it in the lower portion of the right column.

                    6. To remove a report or item from the navigation list, right-click it and select Remove.

                    7. Repeat these steps for each navigation list you want to modify.

                    8. Click Save.

                    Delete a navigation set

                    Occasionally, you might find that a navigation set is no longer required so you decide to delete it.

                    1. Click Configuration on the navigation pane.

                    2. Expand Application Appearance, and then double-click Navigation Sets.

                      The Navigation Sets explorer opens.
                    3. Right-click the navigation set you want to delete and select Delete.

                      Note: If you try to delete a navigation set used in a profile, a message informs you that deletion is permanent and cannot be undone. If you delete the navigation set, you must edit the profile to select a different navigation set.
                      A message opens asking you to confirm deletion of the navigation set.
                    4. Click Yes to confirm deletion.

                    Assign a navigation set to a profile

                    After you create navigation sets, you assign them to profiles used by your staff members.

                    You can also assign permission allowing staff members to customize the navigation set to their individual needs.

                    1. Click Configuration on the navigation pane.

                    2. Expand Staff Management, and then double-click Profiles.

                      The report opens on the content pane.
                    3. Double-click the profile you want to assign the navigation set to.

                      The Profiles editor opens.
                    4. Click Search in the Navigation Set field, select the navigation set you want staff members with this profile to use, and click OK.

                    5. To give staff members permission to change the items in their navigation lists, select Customize Navigation Sets.

                      Staff members with this permission can add reports, dashboards, and explorers to their navigation lists and remove items they do not use. Changes that staff members make to their own navigation set do not impact other staff members’ navigation sets. However, there are some additional considerations when this permission is granted. For information about the impacts of assigning this permission, see Overview: Assigning Custom Navigation Sets to a profile.
                    6. Click Save.

                      Overview: Assigning custom navigation sets to a profile

                      Custom navigation sets give staff members permission to change the items in their navigation lists.

                      If you assign the Customize Navigation Sets permission in a profile, it is important that you understand what happens when you edit the navigation set associated with the profile. Some changes you make to the navigation set automatically override changes made by staff members, while other changes have no effect on the navigation set you define.

                      Tip: Staff members can reset their navigation set to their profile’s default navigation set by accessing their navigation pane settings ( File > Options > Navigation Pane), and then selecting the Reset Navigation Set to Profile Default check box. See Change your navigation pane settings.

                      We recommend that you consider the following implications when updating navigation sets.

                      • Changing the default navigation set for a profile resets all navigation lists. All personalized navigation lists are removed.

                      • Changing the profile for a specific staff account removes the staff member’s personalized navigation lists.

                      • Adding or removing buttons from navigation sets determines what buttons are available on staff members’ navigation sets, even if those staff members have permission to personalize their navigation set. After buttons are added to or removed from navigation sets, the changes are applied to staff members’ navigation sets the next time they log in to the agent desktop.

                      • Editing navigation sets to add or remove items, such as reports or explorers, from navigation lists, has no effect on staff members’ navigation sets if their profiles include the Customize Navigation Sets permission. To apply the changes to those staff members’ navigation sets, you must edit their profiles and clear the Customize Navigation Sets check box. When you do so, all personalized navigation lists are removed and staff members use the navigation set defined in their profile.

                        Staff Management

                        Overview: Staff management

                        Every staff member who accesses or works in Oracle Service Cloud requires a staff account.

                        Staff accounts are organized in folders according to groups defined by job duties or other criteria, though you can also define secondary groupings by manager. When creating staff accounts, you specify staff member information, including the account login, phone number, and assigned profile. Profiles are created before creating staff accounts to define what products and information staff members can work with when logged in to Oracle Service Cloud.

                        When creating a staff account, you can also specify an initial password, which can later be changed by you or the staff member after log in. You control the requirements passwords must conform to by defining the minimum password length, format, expiration options, and the number of invalid logins allowed.

                        Overview: Profiles

                        Profiles let you control what areas of Oracle Service Cloud your staff members can access and what specific actions they can perform in those areas.

                        Profiles contain general options for Oracle Service Cloud administration functions and more specific options for each of the products within the system. For example, profiles define whether your staff members can view and edit business rules. They also define whether your agents can respond to customers, assign incidents, conduct chat sessions in Oracle RightNow Chat Cloud Service (Chat), and perform other activities.

                        Navigation sets and custom workspaces are associated with profiles on the Profiles editor. While creating and using custom workspaces is optional, navigation sets must be created and associated with profiles before you add staff accounts. Otherwise, staff members will not have access to any records, reports, or components. See Overview: Navigation sets and Overview: Workspaces.

                        You may decide to define your profiles based on the structure of your organization. For example, you may want separate profiles for administrators, managers, agents, sales representatives, marketing personnel, and knowledge engineers. After you create profiles, you can add staff accounts and assign a profile to each account.

                        Create the following items before adding profiles.

                        • Navigation sets—Profiles without navigation sets do not allow access to reports and other components. See Create a navigation set.

                        • Custom workspaces (optional)—If you use custom workspaces, we recommend creating them before creating profiles so you can assign workspaces to specific profiles. See Create a workspace.

                          Add or Edit a Profile

                          Profiles let you control what areas of Oracle Service Cloud your staff members can access and what specific actions they can perform in those areas.

                          1. Click Configuration on the navigation pane.

                          2. Expand Staff Management, and then double-click Profiles.

                            The report opens on the content pane, listing the profiles that have already been created.
                            Tip: If a profile already exists that is similar to the profile you want to create, you can copy the existing profile and edit the copy to create the new profile.
                          3. To add a profile, click New on the ribbon.

                            The Profiles editor opens.
                          4. To edit an existing profile, double-click the profile.

                          5. Enter the name of the profile in the Name field.

                            When you move to another field on the content pane, the name you type is automatically added to the Label field.
                          6. From the Interfaces section, select the check boxes next to the interfaces you want the profile to access under the Access column.

                          7. If your site has multiple interfaces, click the interface you want to configure the profile for. The permissions granted for the first interface you configure are also granted for all other interfaces the profile can access.

                          8. Click the Search icon under the Navigation Set column to specify the navigation set you want to use for the profile. The Select Navigation Set window opens.

                            1. Select the navigation set from the list.

                            2. Click OK.

                          9. To allow the staff accounts associated with the profile to customize their navigation set, select the Customize Navigation Sets check box.

                          10. By default, standard workspaces are selected in new profiles. To assign custom workspaces or workflows to the profile, click the Search icon next to the workspace you want to change. The Workspaces / Workflows window opens.

                            1. Select the workspace you want to use.

                            2. Click OK.

                            Note: If you do not assign a workspace to a browser editor slot, the workspace or workflow from the non-browser editor will be used. If the non-browser editor row is blank, the standard desktop console workspace will be used.
                          11. To grant access to add-ins that are installed on the site, click the Agent Desktop Add-Ins tab.

                            Note: Options on this tab are active when add-ins are installed using the Add-in Manager. For information about add-ins, see Overview: Add-ins.
                            1. To let staff members with this profile install add-ins on their workstations without uploading the add-in to the server, select Developer Access.

                              This option lets developers test add-ins without the add-ins being downloaded to other staff members’ workstations. Add-ins must be placed in subdirectories of the %APPDATA%/RightNow_Technologies/your_site/version/Users/profile_number/AddIns directory. Each add-in must be contained in a separate subdirectory.

                            2. To let staff members with this profile use add-ins, select the check boxes next to the add-ins they can access.

                          12. To grant access to Agent Browser UI extensions that are installed on the site, click the Agent Browser UI Extensions tab.

                            Note: Options on this tab are active when extensions are installed using the Add-in Manager. For information about browser extensions, see Agent Browser UI extensions.
                            1. To let staff members with this profile use extensions, select the check boxes next to the extensions they can access.

                          13. To grant access to installer options, click the Deployment tab.

                          14. To change the automatic logout setting for staff members with this profile, click the Other tab and type a value (in minutes) in the Session Timeout field.

                          15. To create a profile for external users to have collaboration-only access, click the Other tab and select the External User check box.

                            Service Collaboration must be enabled for this check box to appear.
                          16. To set the .NET browser control to run in IE11 emulation mode rather than the default IE7 mode, click the Other tab and select the Set Browser Controls to use IE11 emulation mode check box. Contact your Oracle account manager to enable this option if you are a new customer.

                            A warning message appears indicating that this option will change the registry key of the user’s computer so .NET browser controls in the Oracle Service Cloud application will use IE11 emulation mode, and that the option should be thoroughly tested before used in production. Click Yes to continue with this option. Agents must log out and log in again for the registry key to be set.
                            Note: If the Set Browser Controls to use IE11 emulation mode check box has been previously selected, but is cleared, a warning will be shown indicating that once set, the registry will need to be manually cleared.

                            In addition, the Open Pop-ups in New Browser Control and Send URL as Post Data options in workspaces should be cleared, and No Application should be selected. See Add a browser to a workspace or script.

                          17. To grant permissions to the profile, click Permissions on the ribbon.

                            The Profiles Permissions editor opens displaying the following tabs.
                          18. To select Analytics permissions, click Analytics and see Select Analytics permissions.

                          19. To view an audit log of changes made to the profile, click Audit Log.

                          20. To add notes to the profile, click Notes.

                          21. Click Save.

                          Select Administration permissions

                          The Administration tab is the default tab of the Profiles editor’s Permissions page. By enabling options on this tab, you can grant staff members permissions related to administrative functions of the system.

                          You can give permission to configure staff accounts and distribution lists, create and edit agent scripts, access business process settings, and add and edit business rules. Hover over the permissions on this tab to view the product areas the permissions impact.

                          1. Click Configuration on the navigation pane.

                          2. Expand Staff Management, double-click Profiles, and then double-click the profile you want to edit.

                            The Profiles editor opens.
                          3. Click Permissions on the ribbon.

                            The Profile Permissions editor opens with the Administration tab selected.
                          4. Enter the following field information to configure administration profile permissions.

                            Table Administration Tab

                            Field Description

                            Administration

                            These options define administration permissions for staff members with this profile.

                            Select All

                            Select this check box to select all check boxes in the Administration section.

                            Administration

                            Select this check box to let staff members with this profile access the following options:
                            • Custom Fields

                            • Messages

                            • Mailboxes

                            • Currencies and Exchange Rates

                            • Service Level Agreements

                            • Response Requirements

                            • Chat Hours

                            • Channels

                            • Channel Accounts

                            • Quote Templates

                            • Territories

                            • Promotions

                            • Strategies

                            • Sales Periods

                            • External Suppression List

                            • Thread Type Correction

                            Groups/Accounts/Distribution Lists

                            Select this check box to let staff members with this profile access the following options:
                            • Staff Accounts and Groups

                            • Distribution Lists

                            Staff members who have Groups/Accounts/Distribution Lists permissions can assign only those profiles with the same or lesser permissions as their profile.

                            System Error Log

                            Select this check box to let staff members with this profile access the log files under Site Configuration.

                            Workspace Designer

                            Select this check box to let staff members with this profile access the Workspaces and Workflows explorer and designer.

                            Scripting

                            Select this check box to let staff members with this profile create and edit agent scripts.

                            Agent scripting must be enabled on your site to use this feature. Contact your Oracle account manager.

                            Object Designer

                            Select this check box to let staff members with this profile create and manage custom objects using the object designer. For information about the Custom Objects tab on the Profiles Permissions editor, see Select Custom Objects permissions.

                            Custom objects must be enabled on your site to use this feature. Contact your Oracle account manager.

                            Message Templates

                            Select this check box to let staff members with this profile edit message templates used to customize administrator notifications, administrator email, and contact email.

                            CP Promote

                            Select this check box to let staff members with this profile promote pages from the staging area to the production area of the customer portal site, where customers can view them. For this check box to display, MOD_CP_DEVELOPMENT_ENABLED must be enabled on your site.

                            Staff members with CP Promote permission automatically have CP Edit and CP Stage permissions.

                            CP Stage

                            Select this check box to let staff members with this profile copy development files to the staging area of the customer portal site. For this check box to display, MOD_CP_DEVELOPMENT_ENABLED must be enabled on your site.

                            Staff members who have CP Stage permission automatically have CP Edit permission.

                            CP Edit

                            Select this check box to let staff members with this profile access the Customer Portal Administration site and edit customer portal pages in the development area using WebDAV. For this check box to display, MOD_CP_DEVELOPMENT_ENABLED must be enabled on your site.

                            Staff members with CP Edit permission, but not CP Stage or CP Promote permission, cannot access the Customer Portal editor. Nor can they access the Deploy tab on the Customer Portal Administration site.

                            Rules View

                            Select this check box to let staff members with this profile view business rules.

                            Data Import

                            Select this check box to let staff members with this profile import records through the Data Import Wizard and manage Data Import templates.

                            Process Designer

                            Select this check box to let staff members with the profile create custom processes (object event handlers) that run when events occur on objects in the system.

                            Bulk Delete

                            Select this check box to let staff members with this profile delete up to 1000 contact or custom object records at a time.

                            Virtual Assistant Edit

                            Select this check box to let staff members with this profile configure the virtual assistant.

                            For this check box to display, your site must be integrated with Oracle RightNow Virtual Assistant Cloud Service (Virtual Assistant).

                            Broadcast Notification

                            Select this check box to let staff members with this profile send notifications to other staff members. If cleared, the New button is grayed out on the notifications ribbon.

                            Configuration

                            Select this check box to let staff members with this profile access the following options:
                            • Password Configuration

                            • Configuration Settings

                            • Configuration Wizard

                            • Message Bases

                            • File Manager

                            • Interfaces

                            • Add-In Manager

                            • Email Address Sharing

                            If cleared, these options are not available.

                            If selected, staff members with this profile can edit message bases for all interfaces on a site, including interfaces that they do not have permission to access.

                            Business Process Settings

                            Select this check box to let staff members with this profile access the following options:
                            • Navigation Sets

                            • Customizable Menus

                            • Countries

                            • Products/Categories/Dispositions

                            • Standard Text

                            • Variables

                            • Holidays

                            • Product Catalog

                            • Price Schedules

                            • Tracked Link Categories

                            If cleared, these options are not available.

                            Rules Edit

                            Select this check box to let staff members with this profile edit business rules.

                            Profiles

                            Select this check box to let staff members with this profile add and edit profiles.

                            Staff members who have access to the Profiles permission also have access to all other profiles and can add, edit, or delete those profiles without any restrictions.

                            SSO Login (SAML 2.0)

                            Select this check box to let staff members with this profile log in only through an external identity provider, that is, using a single sign-on process. Several restrictions apply to staff members whose profile includes this permission.
                            • CP permissions (CP Promote, CP Stage, and CP Edit) are disabled if they have been enabled.

                            • Staff members cannot edit development pages in WebDAV.

                            • Staff members cannot deploy the customer portal.

                            • Public SOAP API is disabled if it has been enabled.

                            • Password options on the Account Details page are disabled.

                            Oracle Service Cloud uses the SAML 2.0 protocol for single sign-on. For this check box to display, SSO Login (SAML 2.0) must be enabled on your site. Contact your Oracle account manager.

                            Skill Edit

                            Select this check box to let staff members with this profile configure advanced routing.

                            For this check box to display, Chat and Smart Interaction Hub must be enabled.

                            Access Control

                            Select this check box to let staff members with this profile access the Access Control editor to configure permissions for Community Self Service.

                            Agent Browser User Interface

                            The permission in this section lets staff members with this profile access Oracle Service Cloud using the Agent Browser UI through account authentication.

                            Account Authentication

                            Select this check box to let staff members with this profile access Oracle Service Cloud using the Agent Browser UI.

                            For this check box to display, Agent Browser UI must be enabled on your site. Contact your Oracle account manager.

                            Public SOAP API

                            Permissions in this section let staff members with this profile access the public SOAP API through account or session authentication.

                            Select All

                            Select this check box to select all check boxes in the Public SOAP API section.

                            Account Authentication

                            Select this check box to let staff members with this profile access the public SOAP API using their staff account login user name and password.

                            Session Authentication

                            Select this check box to let staff members with this profile access the public SOAP API using their staff account login user name and session ID from the agent desktop when agents are logged in.

                            Public Knowledge Foundation API

                            Permissions in this section let staff members with this profile access the public Knowledge Foundation API through account or session authentication.

                            Select All

                            Select this check box to select all check boxes in the Public Knowledge Foundation API section.

                            Account Authentication

                            Select this check box to let staff members with this profile access the public Knowledge Foundation API using their staff account login user name and password.

                            Session Authentication

                            Select this check box to let staff members with this profile access the public Knowledge Foundation API using their staff account login user name and session ID from the agent desktop when agents are logged in.

                          5. Click Save.

                          Select Organizations permissions

                          The Organizations tab lists the possible Service, Outreach, and Opportunities states for organizations. It defines permissions for the staff members with this profile to read, edit, or delete organizations that are in the selected states.

                          The state of an organization can be manually set by staff members when adding or editing an organization, or automatically by the system based on how the organization was added. For example, an organization that has been added while creating an incident defaults to the Service state.

                          There are seven states:

                          • Service

                          • Outreach

                          • Opportunities

                          • Opportunities & Outreach

                          • Service & Outreach

                          • Service & Opportunities

                          • Service & Opportunities & Outreach

                          When you define the permissions by state on the Organizations tab, consider which staff members should be able to take actions on organizations in the various states. For example, you might give agents read and edit access to organizations in any state that includes Service. However, you may decide that you do not want them to delete any organizations in the Service & Opportunities, Service & Outreach, and Service & Opportunities & Outreach states.

                          1. Click Configuration on the navigation pane.

                          2. Expand Staff Management, double-click Profiles, and then double-click the profile you want to edit.

                            The Profiles editor opens.
                          3. Click Permissions on the ribbon.

                            The Profile Permissions editor opens.
                          4. Click the Organizations tab.

                          5. Enter the following field information to configure organization profile permissions.

                            Table Organizations Tab

                            Field Description

                            Organizations

                            These options define the organization permissions for staff members with this profile.

                            Select All

                            Select this check box to select all check boxes in the Organizations section.

                            Add Organizations

                            Select this check box to let staff members with this profile add organizations.

                            Permission by organization state

                            Organizations are classified by their state, which can be Service, Outreach, Opportunities, or any combination of the three. In this section, set the permissions for staff members with this profile to view, edit, and delete organizations in these states and combinations of states.

                            Click the Read, Edit, or Delete button above a column to select or clear all check boxes in the column.

                            Read

                            Select these check boxes to let staff members with this profile view organizations in the specified state.

                            Edit

                            Select these check boxes to let staff members with this profile edit organizations in the specified state.

                            Delete

                            Select these check boxes to let staff members with this profile delete organizations in the specified state.

                            Thread

                            These options determine if staff members can modify notes in organization records.

                            Select All

                            Select this check box to select all check boxes in the Thread section.

                            Edit/Delete Notes created by logged in user

                            Select this check box to let staff members with this profile edit and delete notes they have added to an organization record.

                            Edit/Delete Notes created by any user

                            Select this check box to let staff members with this profile edit and delete notes other staff members have added to an organization record.

                          6. Click Save.

                          Select Contacts permissions

                          The Contacts tab lists the possible Service, Outreach, and Opportunities states for contacts. It defines permissions for the staff members with this profile to read, edit, delete, or move contacts that are in the selected states.

                          The state of a contact can be manually set by staff members when adding or editing a contact record, or automatically by the system based on how the contact was added. For example, a contact who enters the system needing customer support would initially be classified in the Service state. If the contact expresses interest in a sales product and an opportunity is created, the contact’s state changes to Service & Opportunities.

                          1. Click Configuration on the navigation pane.

                          2. Expand Staff Management, double-click Profiles, and then double-click the profile you want to edit.

                            The Profiles editor opens.
                          3. Click Permissions on the ribbon.

                            The Profile Permissions editor opens.
                          4. Click the Contacts tab.

                          5. Enter the following field information to configure contact profile permission settings.

                            Table Contacts Tab

                            Field Description

                            Contacts

                            These options define the contact permissions for staff members with this profile.

                            Select All

                            Select this check box to select all check boxes in the Contacts section.

                            Add Contacts

                            Select this check box to let staff members with this profile add contacts.

                            Email Contacts

                            Select this check box to let staff members with this profile email contacts from an open contact record or from the Contacts tab of an associated record.

                            With this permission, a staff member can click Send Email to the right of the Email field on a contact record or the Contacts tab to open a new message in their default email client (outside of Oracle Service Cloud). The To field in the new message is populated with the contact’s email address.

                            Access Control

                            Select this check box to let staff members with this profile assign role sets to contacts for Community Self Service.

                            Permission by contact state

                            Contacts are classified by their state, which can be Service, Outreach, Opportunities, or any combination of the three. In this section, set the permissions for staff members with this profile to view, edit, delete, and move contacts in these states and combinations of states.

                            Click the Read, Edit, Delete, or Move column headers to select or clear all check boxes in the column.

                            Read

                            Select these check boxes to let staff members with this profile view contacts in the specified state.

                            Edit

                            Select these check boxes to let staff members with this profile edit contacts in the specified state.

                            Delete

                            Select these check boxes to let staff members with this profile delete contacts in the specified state.

                            Move

                            Select these check boxes to let staff members with this profile move contacts to different organizations.

                            Thread

                            These options determine if staff members can modify notes in contact records.

                            Select All

                            Select this check box to select all check boxes in the Thread section.

                            Edit/Delete Notes created by logged in user

                            Select this check box to let staff members with this profile edit and delete notes they have added to a contact record.

                            Edit/Delete Notes created by any user

                            Select this check box to let staff members with this profile edit and delete notes other staff members have added to a contact record.

                          6. Click Save.

                          Select Service permissions

                          Profile settings on the Service tab let you define permissions for handling incidents, answers, assignments, assets, social monitoring, SLAs, and guided assistance guides.

                          They also let you specify the queues staff members can access, the queue rank, pull policies and quantities, and inbox limits. If Chat is enabled, additional profile permissions display on the Service tab. See Add Chat permissions to a profile.

                          1. Click Configuration on the navigation pane.

                          2. Expand Staff Management, double-click Profiles, and then double-click the profile you want to edit.

                            The Profiles editor opens.
                          3. Click Permissions on the ribbon.

                            The Profile Permissions editor opens.
                          4. Click the Service tab.

                          5. Enter the following field information to configure Service profile permissions.

                            Table Service Tab

                            Field Description

                            Incidents

                            These options define the incident permissions for staff members with this profile.

                            Select All

                            Select this check box to select all check boxes in the Incidents section.

                            Read

                            Select this check box to let staff members with this profile view incidents.

                            Add/Edit

                            Select this check box to let staff members with this profile add incidents and modify existing incidents. If cleared, incidents are read-only when opened and staff members cannot edit fields or send responses.

                            Send Response

                            Select this check box to let staff members with this profile respond to incidents through email. If cleared, staff members can add responses to an incident, but cannot send responses to contacts through email.

                            Delete

                            Select this check box to let staff members with this profile delete incidents. If cleared, the Delete button is unavailable and staff members cannot delete incidents.

                            Propose

                            Select this check box to let staff members with this profile propose incidents as answers. If cleared, the Propose button is unavailable on the incidents ribbon.

                            Collaboration

                            Select this check box to let staff members with this profile collaborate with other staff members on incidents.

                            For this check box to display, Service Collaboration must be enabled on your site.

                            Incident Queues

                            Select a queue you want to be available for this profile from the drop-down menu and click Add (+). If needed, you can then select additional queues to associate with this profile, delete queues, or change their order to reflect queue priority ranking.

                            Pull Policy

                            Click this drop-down menu to select a pull policy that determines the queues that incidents are retrieved from and their order. The pull policies include:

                            Manual—Lets staff members manually pull incidents from any queues available to them, allowing them to select a particular queue. Incidents are pulled from the selected queue in order of due date.

                            Strict priority—Uses the priority ranking of the available queues to determine which queue to pull incidents from, starting with the highest ranking queue. Incidents are pulled from this queue until the staff member’s pull quantity is met, the staff member’s inbox limit is met, or the queue is empty. If the queue is empty before the staff member’s pull quantity is met, then incidents are pulled from the queue with the next highest priority ranking.

                            First due—Uses the incident due date to determine which incidents to retrieve, pulling incidents that are nearest to their due date first. Incidents are pulled from all the staff member’s available queues in the order of due date until the staff member’s pull quantity is met, the staff member’s inbox limit is met, or all queues are empty. Queue ranking does not affect the pull order.

                            Pull Quantity

                            Type the number of incidents to be retrieved from the queues at one time when a staff member with this profile pulls incidents. The maximum pull quantity is 99.

                            Inbox Limit

                            Type the number of incidents that can be in a staff member’s inbox at one time. The maximum inbox limit is 999.

                            Pull From Single Round Robin Logged In Queue

                            Select this check box to specify that staff members with this profile will be assigned new incidents from the same round-robin logged-in queue in which the most recently solved incident originated. When the check box is not selected, all round-robin logged-in queues are considered when assigning incidents.

                            This setting has no effect when staff members manually pull incidents using the Fill Inbox feature.

                            Advanced Routing - Incident Queues Click to select the advanced routing incident queue you want to be available for this profile, and click +. After selecting a queue, click the drop-down menu to designate it as Primary or Overflow and its order of priority. The queue can be moved up or down in the queue list. If needed, you can then select additional advanced routing incident queues to associate with this profile.

                            Pull policy must be set to strict priority or first due for advanced routing of incidents.

                            Advanced routing must be enabled for this option to appear.

                            Answers

                            These options define the answer permissions for staff members with this profile.

                            Select All

                            Select this check box to select all check boxes in the Answers section.

                            Add/Edit

                            Select this check box to let staff members with this profile add and update answers.

                            With this check box selected, you must also select HTML Design Mode and/or Source Mode.

                            Delete

                            Select this check box to let staff members with this profile delete answers. If cleared, the Delete button is unavailable and staff members cannot delete answers.

                            Set to Public Status

                            Select this check box to let staff members with this profile set answers to the Public status and make them available to customers. If cleared, the Public option in the Status drop-down menu is not available when adding or editing answers.

                            While a staff member without this permission cannot change an answer’s status to Public, existing public answers can still be edited as long as the staff member has the Add/Edit permission.

                            HTML Design Mode

                            Select this check box to let staff members with this profile create an HTML answer in design mode. If cleared, the Design tab does not display and staff members cannot edit in this mode.

                            With this check box selected, you must also select Add/Edit.

                            Source Mode

                            Select this check box to let staff members with this profile create an answer in HTML source code. If cleared, the Source tab does not display and staff members cannot edit in this mode.

                            With this check box selected, you must also select Add/Edit.

                            Model Questions

                            Select this check box to let staff members with this profile add and delete model questions when creating answers.

                            Your site must be integrated with Oracle RightNow Virtual Assistant Cloud Service (Virtual Assistant) in order to use this feature. Contact your Oracle account manager.

                            Answer Thread

                            These options determine if staff members can modify notes in answers.

                            Select All

                            Select this check box to select all check boxes in the Answer Thread section.

                            Edit/Delete Notes created by logged in user

                            Select this check box to let staff members with this profile edit and delete notes they have added to answers.

                            Edit/Delete Notes created by any user

                            Select this check box to let staff members with this profile edit and delete notes other staff members have added to answers.

                            Assignment

                            These options define whether staff members with this profile are available for record assignment and whether they can assign records to other groups.

                            Select All

                            Select this check box to select all check boxes in the Assignment section.

                            Appears in Menus

                            Select this check box to display staff accounts associated with this profile in assignment menus when adding or editing incidents and answers. If cleared, staff members with this profile are not available in the Assigned drop-down menu.

                            Assign to Other Groups

                            Select this check box to let staff members with this profile assign incidents and answers to other groups. If cleared, the Assigned drop-down menu when adding and editing incidents and answers contains only those selections from the staff member’s group.

                            Asset

                            These options define the asset permissions for staff members with this profile.

                            Select All

                            Select this check box to select all check boxes in the Asset section.

                            Read

                            Select this check box to let staff members with this profile view assets.

                            Add

                            Select this check box to let staff members with this profile add assets.

                            Edit

                            Select this check box to let staff members with this profile update existing assets. If cleared, assets are read-only when opened and staff members cannot edit fields.

                            Delete

                            Select this check box to let staff members with this profile delete assets. If cleared, the Delete button is unavailable and staff members cannot delete assets.

                            Social Monitor

                            These options define the social monitoring permissions for staff members with this profile.

                            Select All

                            Select this check box to select all check boxes in the Social Monitor section.

                            Social Monitor—Search

                            Select this check box to give staff members access to the social monitor controls to search the social cloud.

                            Oracle RightNow Social Monitor Cloud Service must be enabled on your site to use this feature. Contact your Oracle account manager.

                            Ignore Results

                            Select this check box to let staff members with this profile ignore social cloud search results. If cleared, the Ignore Result button is unavailable and staff members cannot ignore social cloud search results.

                            More Options

                            These options define whether staff members with this profile can apply SLAs and guides to records.

                            Select All

                            Select this check box to select all check boxes in the More Options section.

                            SLA—Add/Disable/Delete

                            Select this check box to let staff members assign SLA instances to contacts and organizations, and deactivate and delete SLA instances.

                            Guided Assistance—Add/Edit

                            Select this check box to let staff members add the guided assistance control to an incident workspace or customer portal pages, and to edit the guided assistance control.

                            Guided assistance must be enabled to use this feature. Contact your Oracle account manager.

                          6. Click Save.

                          Select Opportunities permissions

                          Options on the Opportunities tab include permissions for adding and editing opportunities, adding and editing sales periods and quotas, and permissions to access additional features with opportunities and leads.

                          1. Click Configuration on the navigation pane.

                          2. Expand Staff Management, double-click Profiles, and then double-click the profile you want to edit.

                            The Profiles editor opens.
                          3. Click Permissions on the ribbon.

                            The Profile Permissions editor opens.
                          4. Click the Opportunities tab.

                          5. Enter the following field information to configure opportunity profile permissions.

                            Table Opportunities Tab

                            Field Description

                            Opportunities/Leads

                            These options define the opportunity and lead permissions for staff members with this profile.

                            Select All

                            Select this check box to select all check boxes in the Opportunities/Leads section.

                            Read

                            Select this check box to let staff members with this profile view opportunities.

                            Edit

                            Select this check box to let staff members with this profile edit existing opportunities. If cleared, opportunities are read-only when opened and staff members cannot edit fields or send quotes.

                            Send Quote

                            Select this check box to let staff members with this profile send quotes with opportunities.

                            Edit Sent Quote

                            Select this check box to let staff members with this profile edit a sent quote.

                            Delete

                            Select this check box to let staff members with this profile delete opportunities. If cleared, the Delete button is not available and staff members cannot delete opportunities.

                            Add

                            Select this check box to let staff members with this profile add opportunities. If cleared, the New button is not available and staff members cannot add opportunities.

                            Edit Closed

                            Select this check box to let staff members with this profile update the closed date and closed value fields of opportunities.

                            Selecting the Edit Closed check box automatically activates the Read and Edit check boxes if they are not already selected.

                            Mark Quote as ‘Accepted’

                            Select this check box to let staff members with this profile select Accepted as the status of a quote when adding or editing quotes. If cleared, the Accepted option is not available.

                            Reject Leads

                            Select this check box to let staff members with this profile reject leads.

                            Edit Sales Period

                            Select this check box to let staff members with this profile add and edit sales periods, including quotas on the Sales Periods editor. If cleared, staff members cannot access the Sales Periods editor unless their profile has the Administration permission enabled on the Administration tab.

                            Thread

                            These options determine if staff members can modify notes in opportunity records.

                            Select All

                            Select this check box to select all check boxes in the Thread section.

                            Edit/Delete Notes created by logged in user

                            Select this check box to let staff members with this profile edit and delete notes they have added to an opportunity.

                            Edit/Delete Notes created by any user

                            Select this check box to let staff members with this profile edit and delete notes other staff members have added to an opportunity.

                            Assignment

                            The option in this section defines whether opportunities can be assigned to staff members with this profile.

                            Appear in Menus

                            Select this check box to display staff accounts associated with this profile in the Assigned drop-down menu when adding or editing leads and opportunities, as well as the Salesperson drop-down menu when adding or editing contacts and organizations.

                          6. Click Save.

                            Select Outreach permissions

                            You can set options on the Outreach tab to grant permissions to add, update, and delete mailings, campaigns, and documents.

                            You can also allow staff members with this profile to create templates, snippets, file attachments, and tracked links.

                            1. Click Configuration on the navigation pane.

                            2. Expand Staff Management, double-click Profiles, and then double-click the profile you want to edit.

                              The Profiles editor opens.
                            3. Click Permissions on the ribbon.

                              The Profile Permissions editor opens.
                            4. Click the Outreach tab.

                            5. Enter the following field information to configure Outreach profile permissions.

                              Table Outreach Tab

                              Field Description

                              Mailings

                              These options define the mailing permissions for staff members with this profile.

                              Select All

                              Select this check box to select all check boxes in the Mailings section.

                              Read

                              Select this check box to let staff members with this profile view mailing.

                              Add/Edit

                              Select this check box to let staff members with this profile create mailings and modify existing mailings. If cleared, mailings are read-only when opened and staff members cannot edit fields.

                              Delete

                              Select this check box to let staff members with this profile delete mailings. If cleared, the Delete button is not available and staff members cannot delete mailings.

                              Launch/Suspend/Close

                              Select this check box to let staff members with this profile launch or suspend a mailing, relaunch a suspended mailing, and cancel a mailing.

                              Modify Opt-in Setting

                              Select this check box to let staff members with this profile change the Honor Global Opt-in setting when creating or editing a mailing.

                              Modify Frequency Setting

                              Select this check box to let staff members with this profile change the Limit Frequency of Communication setting when creating or editing a mailing.

                              Modify Recency Setting

                              Select this check box to let staff members with this profile change the Limit Recency of Communication setting when creating or editing a mailing.

                              Modify Suppression Setting

                              Select this check box to let staff members with this profile change the Honor External Suppression List setting when creating or editing a mailing.

                              Campaigns

                              These options define the campaign permissions for staff members with this profile.

                              Select All

                              Select this check box to select all check boxes in the Campaigns section.

                              Read/Add/Edit/Delete

                              Select this check box to give staff members with this profile access to Campaign, including the ability to add, edit, and delete campaigns.

                              Edit Campaign Status

                              Select this check box to let staff members with this profile modify the status of campaigns.

                              Edit Launched

                              Select this check box to let staff members with this profile edit launched campaigns.

                              Thread

                              These options determine if staff members can modify notes in campaigns, mailings, or document.

                              Select All

                              Select this check box to select all check boxes in the Threads section.

                              Edit/Delete Notes created by logged in user

                              Select this check box to let staff members with this profile edit and delete notes they have added to a campaign, mailing, or document.

                              Edit/Delete Notes created by any user

                              Select this check box to let staff members with this profile edit and delete notes other staff members have added to a campaign, mailing, or document.

                              Documents

                              These options define the document permissions for staff members with this profile.

                              Select All

                              Select this check box to select all check boxes in the Documents section.

                              Read/Add/Edit/Delete

                              Select this check box to let staff members with this profile read, add, edit, and delete documents.

                              Approve

                              Select this check box to let staff members with this profile approve documents. If cleared, the Approved check boxes cannot be selected by staff members when adding or editing documents.

                              Edit Approved

                              Select this check box to let staff members with this profile edit a document that has been approved. If cleared, staff members cannot edit documents if the Approved check box has been selected.

                              HTML Design Mode

                              Select this check box to let staff members with this profile use the HTML editor in design mode. If cleared, the Design tab does not display and staff members can edit only in source mode.

                              Content Library

                              These options define the content library permissions for staff members with this profile.

                              Select All

                              Select this check box to select all check boxes in the Content Library section.

                              Templates

                              Select this check box to let staff members with this profile view, add, edit, and delete templates.

                              Snippets

                              Select this check box to let staff members with this profile view, add, edit, and delete snippets.

                              File Attachments

                              Select this check box to let staff members with this profile view, add, edit, and delete files.

                              Tracked Links

                              Select this check box to let staff members with this profile view, add, edit, and delete tracked links.

                              Audiences

                              These options define the audience permissions for staff members with this profile.

                              Select All

                              Select this check box to select all check boxes in the Audiences section.

                              Segments

                              Select this check box to let staff members with this profile add, edit, and delete segments.

                              Contact Lists

                              Select this check box to let staff members with this profile add, edit, and delete contact lists.

                              Assignment

                              The option in this section defines whether records related to Outreach can be assigned to staff members with this profile.

                              Appear in Menus

                              Select this check box to display accounts associated with this profile in the Assigned drop-down menu when adding or editing campaigns, mailings, or documents.

                            6. Click Save.

                              Select Feedback permissions

                              You can use the Feedback options to give staff members permission to add, edit, and delete surveys and questions.

                              You can also specify permissions for enabling and disabling surveys and editing questions that have already been answered by customers.

                              1. Click Configuration on the navigation pane.

                              2. Expand Staff Management, double-click Profiles, and then double-click the profile you want to edit.

                                The Profiles editor opens.
                              3. Click Permissions on the ribbon.

                                The Profile Permissions editor opens
                              4. Click the Feedback tab.

                              5. Enter the following field information to configure Feedback profile permissions.

                                Table Feedback Tab

                                Field Description

                                Survey

                                These options define the survey permissions for staff members with this profile.

                                Select All

                                Select this check box to select all check boxes in the Survey section.

                                Read/Add/Edit

                                Select this check box to let staff members with this profile view, create, and edit surveys.

                                Delete

                                Select this check box to let staff members with this profile delete surveys. If cleared, the Delete button is not available and staff members cannot delete surveys.

                                Disable/Enable

                                Select this check box to let staff members with this profile enable and disable surveys.

                                Launch/Suspend/Close

                                Select this check box to let staff members with this profile launch or suspend a survey, relaunch a suspended survey, and cancel a survey.

                                Modify Opt-in Setting

                                Select this check box to let staff members with this profile change the Honor Global Opt-in setting when creating or editing a survey.

                                Modify Frequency Setting

                                Select this check box to let staff members with this profile change the Limit Frequency of Communication setting when creating or editing a survey.

                                Modify Recency Setting

                                Select this check box to let staff members with this profile change the Limit Recency of Communication setting when creating or editing a survey.

                                Modify Suppression Setting

                                Select this check box to let staff members with this profile change the Honor External Suppression List setting when creating or editing a survey.

                                Response Exclusion

                                Select this check box to let staff members with this profile exclude specific survey responses from reports.

                                Questions

                                These options define the question permissions for staff members with this profile.

                                Select All

                                Select this check box to select all check boxes in the Questions section.

                                Read/Add/Edit

                                Select this check box to let staff members with this profile access questions, including the ability to add and edit questions.

                                Delete

                                Select this check box to let staff members with this profile delete questions.

                                Thread

                                These options determine if staff members can modify notes in surveys or documents.

                                Select All

                                Select this check box to select all check boxes in the Thread section.

                                Edit/Delete Notes created by logged in user

                                Select this check box to let staff members with this profile edit and delete notes they have added to a survey or document.

                                Edit/Delete Notes created by any user

                                Select this check box to let staff members with this profile edit and delete notes other staff members have added to a survey or document.

                                Documents

                                These options define the document permissions for staff members with this profile.

                                Select All

                                Select this check box to select all check boxes in the Documents section.

                                Read/Add/Edit/Delete

                                Select this check box to let staff members with this profile read, add, edit, and delete documents.

                                Approve

                                Select this check box to let staff members with this profile approve documents. If cleared, the Approved check box cannot be selected by staff members when adding or editing documents.

                                Edit Approved

                                Select this check box to let staff members with this profile edit a document that has been approved. If cleared, staff members cannot edit documents if the Approved check box has been selected.

                                HTML Design Mode

                                Select this check box to let staff members with this profile use the HTML editor in design mode. If cleared, the Design tab does not display and staff members can edit only in source mode.

                                Content Library

                                These options define the content library permissions for staff members with this profile.

                                Select All

                                Select this check box to select all check boxes in the Content Library section.

                                Templates

                                Select this check box to let staff members with this profile view, add, edit, and delete templates.

                                Snippets

                                Select this check box to let staff members with this profile view, add, edit, and delete snippets.

                                File Attachments

                                Select this check box to let staff members with this profile view, add, edit, and delete files.

                                Tracked Links

                                Select this check box to let staff members with this profile view, add, edit, and delete tracked links.

                                Audiences

                                These options define the segment and contact list permissions for staff members with this profile.

                                Select All

                                Select this check box to select all check boxes in the Audiences section.

                                Segments

                                Select this check box to let staff members with this profile add, edit, and delete segments.

                                Contact Lists

                                Select this check box to let staff members with this profile add, edit, and delete contact lists.

                                Assignment

                                Select this check box to select the check box in the Assignment section.

                                Appear in Menus

                                Select this check box to display staff accounts associated with this profile in the Assigned drop-down menu when adding or editing surveys or documents.

                              6. Click Save.

                                Select Task permissions

                                You can use the tasks options to give staff members permission to add, edit, and delete tasks.

                                1. Click Configuration on the navigation pane.

                                2. Expand Staff Management, double-click Profiles, and then double-click the profile you want to edit.

                                  The Profiles editor opens.
                                3. Click Permissions on the ribbon.

                                  The Profile Permissions editor opens.
                                4. Click the Tasks tab.

                                5. Enter the following field information to configure task profile permissions.

                                  Table Tasks Tab

                                  Field Description

                                  Tasks

                                  These options define the task permissions for staff members with this profile.

                                  Select All

                                  Select this check box to select all check boxes in the Tasks section.

                                  Read

                                  Select this check box to let staff members with this profile view tasks.

                                  Add

                                  Select this check box to let staff members with this profile add tasks.

                                  Edit

                                  Select this check box to let staff members with this profile edit existing tasks. If cleared, tasks are read-only when opened and staff members cannot edit fields or assign tasks.

                                  Delete

                                  Select this check box to let staff members with this profile delete tasks.

                                  Thread

                                  These options determine if staff members can modify notes in tasks.

                                  Select All

                                  Select this check box to select all check boxes in the Thread section.

                                  Edit/Delete Notes created by logged in user

                                  Select this check box to let staff members with this profile edit and delete notes they have added to a task.

                                  Edit/Delete Notes created by any user

                                  Select this check box to let staff members with this profile edit and delete notes other staff members have added to a task.

                                6. Click Save.

                                Select Custom Objects permissions

                                You must specify permissions for your staff members to read, delete, and perform other actions on custom object records.

                                All deployed custom objects are listed on the Custom Objects tab of the Profiles editor and are organized by the package they are contained in. Similar permissions can be granted for each object, though the Notes permissions are available only for objects with a notes field. Permissions can also be specified when editing custom objects on the Object Designer.

                                Note: Custom objects must be enabled for this tab to appear. Contact your Oracle account manager.
                                1. Click Configuration on the navigation pane.

                                2. Expand Staff Management, double-click Profiles, and then double-click the profile you want to edit.

                                  The Profiles editor opens.
                                3. Click Permissions on the ribbon.

                                  The Profile Permissions editor opens.
                                4. Click the Custom Objects tab.

                                5. Enter the following field information to configure custom object profile permissions.

                                  Table Custom Objects Tab

                                  Field Description

                                  Custom Object Permissions

                                  These options define the permissions needed to work with records for custom objects.

                                  Select All

                                  Select this check box to select all check boxes on the Custom Objects tab.

                                  Package Name

                                  This column displays package names.

                                  Object Name

                                  This column displays custom object names.

                                  Create

                                  Select check boxes in this column to let staff members with this profile create records for the custom object.

                                  Read

                                  Select check boxes in this column to let staff members with this profile read records for the custom object.

                                  Update

                                  Select check boxes in this column to let staff members with this profile update records for the custom object.

                                  Delete

                                  Select check boxes in this column to let staff members with this profile delete records for the custom object.

                                  Personal Notes

                                  Select check boxes in this column to let staff members with this profile create, edit, and delete notes in custom object records.

                                  This check box displays only for custom objects that contain note fields.

                                  All Notes

                                  Select check boxes in this column to let staff members with this profile edit and delete any notes added to custom object records, regardless of which staff member added the notes.

                                  This check box displays only for custom objects that contain note fields.

                                6. Click Save.

                                Select Analytics permissions

                                Options on the Analytics page determine the reports that staff members with this profile can access for each available interface.

                                You can also assign access to the analytics features, such as creating custom reports and dashboards.

                                1. Click Configuration on the navigation pane.

                                2. Expand Staff Management, double-click Profiles, and then double-click the profile you want to edit.

                                  The Profiles editor opens.
                                3. Click Analytics on the ribbon.

                                4. Enter the following field information to configure Analytics profile permissions.

                                  Table Analytics Page

                                  Field Description

                                  Analytics

                                  These options define the analytics permissions for staff members with this profile.

                                  Select All

                                  Select this check box to select all check boxes in the Analytics section.

                                  Create/Edit Reports

                                  Select this check box to let staff members with this profile create custom reports and edit custom reports they have access to.

                                  This permission is required to open the Reports explorer.

                                  Customize Reports

                                  Select this check box to let staff members with this profile customize a report after it has been generated.

                                  This permission is required to access Analyze options on the Reports explorer ribbon.

                                  Create/Edit Public Reports

                                  Select this check box to let staff members with this profile create and edit public reports and create public folders on the Reports explorer.

                                  Modify Inline Report Editing

                                  Select this check box to let staff members with this profile create reports with inline editing. This permission also lets staff members edit data inline on the Agent Browser UI.

                                  Print/Export/Forward Reports

                                  Select this check box to let staff members with this profile print, export, and forward reports.

                                  Administrator

                                  Select this check box to give staff members with this profile administrator all analytics permissions. This permission is required to edit standard reports.

                                  By selecting this check box, all other check boxes are automatically selected.

                                  Reports

                                  The options in this section let you select which reports staff members with this profile can run and edit.

                                  Custom folders that do not contain reports do not display in the list of reports.

                                  All

                                  Select this check box to let staff members with this profile Open or Edit all folders.

                                  Open

                                  Select this check box to let staff members with this profile run the reports in each folder. You can expand report folders to select individual reports.

                                  Edit

                                  Select this check box to let staff members with this profile edit the reports in each folder. You can expand report folders to select individual reports.

                                  Search

                                  Select this option to search for a report. This feature is useful for finding a report and setting its permissions.

                                5. Click Save.

                                  Managing staff accounts

                                  Use the Staff Accounts editor to perform a variety of staff-management tasks.

                                  You can add staff members, assign them profiles, and group them according to level, department, area of expertise, manager, or other categories that apply to your organization.

                                  These grouping options help you route incidents and opportunities to the appropriate group and to report on groups of staff members that share similar job duties or the same manager.

                                    Add or edit a staff account

                                    When you add a staff account, you define the login information for the staff member and associate a profile with the staff member.

                                    The following items must be created or configured before creating staff accounts.

                                    When adding or editing a staff account, you can also define a name for the staff member to display in Chat and a signature for responding to incidents. The Staff Accounts editor is also where you enter the default country and currency.

                                    A staff member can send S/MIME (Secure Multipurpose Internet Mail Extensions) email using a signature, encryption, or both. To send encrypted S/MIME email, the staff member must be issued a certificate that is then uploaded to the staff account. Certificates can be obtained from an authorized certification authority and must contain the staff member’s email address. To send signed S/MIME email, the Envelope From/Bounce Address of the outgoing email must be a mailbox address (rather than an individual staff member email address) that includes a certificate and a private key. See Configuring SMIME security.

                                    Note: You can only add 100,000 accounts and you cannot create a duplicate account with the same login credentials.
                                    1. Click Configuration on the navigation pane.

                                    2. Expand Staff Management, and the double-click Staff Accounts by Group (or another Accounts report).

                                      The report opens on the content pane, listing the accounts that have already been created.

                                      By default, the standard Accounts reports (Staff Accounts by Group, Staff Accounts by Manager, and Staff Accounts by Profile) display only active accounts and accounts that have been temporarily disabled. Accounts that have been permanently disabled are not displayed. To change the accounts displayed, click Search and select the accounts you want to view. When displayed on the report, temporarily disabled accounts are shown in italic text and permanently disabled accounts are displayed in gray text.

                                    3. Do one of the following:

                                      • To add a staff account, click New.
                                      • To edit a staff account, double-click the account on the report.
                                      The Staff Accounts editor opens.
                                    4. Enter the following field information to configure staff account settings.

                                      Table Staff Accounts Editor

                                      Field Description

                                      Virtual Assistant Account

                                      This read-only check box is selected if the staff account has been designated as the virtual assistant. Only one staff account can represent the virtual assistant.

                                      For this check box to display, your site must be integrated with Oracle RightNow Virtual Assistant Cloud Service (Virtual Assistant).

                                      Non-Contact Center Account

                                      Select this check box to designate this user as a non-contact center account.

                                      For this check box to display, non-contact center user accounts must be enabled. Contact your Oracle account manager.

                                      *User Name

                                      Type the staff member’s user name in this field. Staff members enter their user name on the Login window. User names are case sensitive.

                                      *First Name

                                      Type the staff member’s first name in this field. The first name and last name appear on the Service Console when the staff member is logged in.

                                      *Last Name

                                      Type the staff member’s last name in this field. The first name and last name appear on the Service Console when the staff member is logged in.

                                      Change Password

                                      Click Change Password to open the Change Password window. Type the staff member’s login password in the window’s New Password field and type the same password in the Confirm New Password field. Passwords are case sensitive and encrypted. Keep in mind, the length of the hidden password in the text box does not indicate the length of the actual password. Click OK to save the password.

                                      Passwords can be changed by staff members as long as the SSO Login permission is not enabled in the profile assigned to their staff account. If the SSO login permission is enabled, password options on the Staff Account editor are unavailable.

                                      Password Expires

                                      Select this check box to automatically expire the password after the time period specified in the password configuration.

                                      Force Password Change

                                      Select this check box to require staff members to change their password the first time they log in after you update this setting in their staff account.

                                      This check box remains selected until the staff member changes the password. After the password has been changed, the check box is automatically cleared.

                                      Invalidate Password

                                      Select this check box to invalidate the staff member’s password. Selecting this check box also disables the Change Password button.

                                      Staff members without a valid password can reset their password from the Login Help link on the Login window. The Invalidate Password check box remains selected until the staff member resets the password. After the password has been reset, the check box is automatically cleared.

                                      *Display Name

                                      Type a name for the staff member to be displayed in email communications and to customers during a chat session.

                                      Phone Number

                                      Type the phone number of the staff member in this field.

                                      *Profile

                                      Click the Search icon next to this field to open the Profiles window. Select the profile you want to associate with this staff member and click OK.

                                      *Group

                                      Click the Search icon next to this field to open the Account Groups window where you assign the staff member to a group.

                                      Disabled

                                      Click this drop-down menu to define whether the staff account is disabled. You can choose from the following options.
                                      • Not Disabled—Select this option to make the account available for assignment to incidents and other types of records and to display the account in report filters. This is the default option.

                                      • Disabled from Assignment—Select this option to exclude the account from being assigned to incidents and other types of records.

                                      • Disabled from Assignment/Report Filters—Select this option to exclude the account from being assigned to incidents and other types of records and from appearing in report filters.

                                      • Permanently Disabled—Select this option to permanently disable the account. Accounts that are permanently disabled display in reports but cannot be re-enabled. The user name of a permanently disabled account cannot be used for a different staff account.

                                      If an employee leaves your organization, we recommend disabling the employee’s staff account instead of deleting it. When staff accounts are deleted, they no longer display in reports and are not available for use in custom reports used to track staff account actions.

                                      Account Locked

                                      Select this check box to temporarily lock the staff account. You might choose to do this if, for example, a staff member takes a leave of absence. This check box is also selected automatically if a staff member has exceeded the number of invalid logins. Clear the check box to unlock the staff account.

                                      *Default Currency

                                      Click this drop-down menu to select the currency you want to associate with the staff account. The United States dollar (USD) is the only currency option in this menu until you add others through the Currencies editor.

                                      Time Zone

                                      Click this drop-down menu to select the account’s time zone.

                                      This drop-down menu is unavailable for accounts with any of the following permissions selected for their profile: Administration, Incident Add/Edit, Incident Send Response, Incident Delete, or SLA - Add/Disable/Delete.

                                      *Default Country

                                      Click this drop-down menu to select the country associated with this staff member.

                                      Territory

                                      Click this drop-down menu to select the sales territory associated with this staff member.

                                      External Screen Pop Port

                                      Type the port number that the system will listen on for external screen pop requests.

                                      This field displays only if the configuration setting EXT_CONSOLE_WS_ENABLED is enabled on the Configuration Settings editor.

                                      The EXT_CONSOLE_WS_PORT configuration setting defines the port value for all staff members. However, if a value is specified in the External Screen Pop Port field, that value overrides the value specified in EXT_CONSOLE_WS_PORT.

                                      Email Address

                                      Type the staff member’s email address. This is required to receive scheduled reports and system notifications.

                                      Email Notifications

                                      Click this drop-down menu to select the email notifications the staff member receives when an event occurs, such as an incident being assigned. The following options are available.

                                      No Notifications—Select this option to prevent email notifications from being sent to the staff member.

                                      Short Notification Once—Select this option to send a brief email notification when an event occurs and the staff member is not logged in. Subsequent events do not trigger additional notifications until the staff member logs in and logs out again.

                                      Detailed Notification Once—Select this option to send a detailed email notification when an event occurs and the staff member is not logged in. Subsequent events do not trigger additional notifications until the staff member logs in and logs out again.

                                      Detailed Notification Always—Select this option to send a detailed email notification for every event that triggers a notification, not just the first one. When this option is selected, the staff member receives email even when logged in.

                                      Email Signature

                                      Type a signature for the staff account to be appended to incident responses.

                                      User Can Customize

                                      Select this check box to let the staff member customize the email signature. When staff members who have this permission access options from the file menu (File > Options > Personal Settings), they can type their own signature in the Email Signature field.

                                      S/MIME Account Certificate

                                      Click the Folder icon to locate the file containing the public S/MIME account certificate. The certificate must contain the email address of the staff account.

                                      S/MIME security options are not available for Outreach mailboxes.

                                      Import untrusted certificates

                                      Select this check box to bypass verification that the certificate file being imported or a contact certificate extracted from a signed S/MIME email is signed by a trusted certification authority. The Techmail utility will then import public certificates from S/MIME emails sent to this staff account that are not signed by a trusted certification authority.

                                      Changing this setting does not affect previously imported and stored certificates.

                                      Import expired or not yet valid certificates

                                      Select this check box to bypass verification of the certificate date for the certificate file being imported or a contact certificate extracted from a signed S/MIME email. The Techmail utility will then accept certificates from S/MIME emails sent to this staff account that have expired or are not yet valid. This setting applies to every certificate in the certificate chain, from the root certificate through any subordinate certificates to the POP3 server’s certificate.

                                      Changing this setting does not affect previously imported and stored certificates.

                                    5. To assign the staff account to a manager, click Department on the ribbon. See Organize staff members by manager.

                                      The Department editor can also be used to assign staff accounts to groups. In addition, the page displays other staff members assigned to the same group and manager.
                                    6. To define custom field information, click Custom Fields on the ribbon.

                                      The Custom Fields editor opens. Any staff account custom fields created in your application will display.
                                    7. To enter channel information, click Channels on the ribbon see the procedure described in Understanding social channels.

                                    8. To view a log of changes that have been made to the staff account, click Audit Log.

                                    9. Click Save.

                                    Assign a staff account to a group

                                    Every staff account you create must be assigned to a group.

                                    When deciding how to group your staff members, you should plan how you want them organized for reporting. For example, groups can be based on a specialty area of agents or the region of sales representatives.

                                    1. Click Configuration on the navigation pane.

                                    2. Expand Staff Management, and then double-click Staff Accounts by Group (or another Accounts report).

                                    3. Double-click the staff account you want to assign to the group.

                                    4. Do one of the following:

                                      • Click the Search icon next to the account’s Group field.
                                      • Click the Department tab on the ribbon and click the Search icon next to the Group field.
                                      The Account Groups window opens.
                                    5. To assign the account to an existing group, select the appropriate group.

                                      Staff members with the Profiles permission enabled on the Administration tab can change group assignments by dragging staff accounts from the open report to the Group folders on the left side of the report.
                                    6. To assign the account to a new group, click New Group and type a name for the group.

                                    7. To change the groups’ display order, select the group you want to move and click the up or down arrow.

                                    8. To rename a group or add a description to a group, right-click the group and select Edit. The Edit Group window opens.

                                      1. Enter the name you want for the group in the Label field.

                                      2. Enter notes or other information you want regarding the group folder in the Description field.

                                      3. Click OK.

                                    9. To delete a group, right-click the group, select Delete, and click OK to confirm the deletion message.

                                      You can delete only those groups that do not have associated staff accounts.
                                    10. Click OK to close the Account Groups window.

                                    11. Click the Save to save the changes to the staff account and group.

                                      Sort the staff accounts in a group

                                      You can change the ordering of groups displayed in group lists or of staff accounts displayed in groups, such as in report filters.

                                      1. Open a staff account in the group you want to sort.

                                      2. Click Department on the ribbon.

                                        All staff members in the account’s group display in the Staff in Group list. See Organize staff members by manager for information about the Departments editor.
                                      3. Click Sort above the Staff in Group list. The Sort Staff in Group window opens.

                                        1. Select the option next to the sort option you want to use.

                                          • Sort by First Name, Last Name—Select this option to sort the accounts in the group by first name, starting with first names beginning with A.
                                          • Sort by First Name, Last Name (reversed)—Select this option to sort the accounts in the group by first name, starting with first names beginning with Z.
                                          • Sort by Last Name, First Name—Select this option to sort the accounts in the group by last name, starting with last names beginning with A.
                                          • Sort by Last Name, First Name (reversed)—Select this option to sort the accounts in the group by last name, starting with last names beginning with Z.
                                        2. Click OK.

                                      4. To customize the sort order, select an account you want to move in the Staff in Group list and click the up or down arrow.

                                      5. Click Save.

                                        Organize staff members by manager

                                        You can organize staff members in a manager hierarchy, listed beneath their managers or team leads.

                                        You create the manager hierarchy, which is used in Opportunity Tracking, and can also be used to help you better report on the performance of managers and their staff. You can create up to twelve levels of accounts in the hierarchy.

                                        Tip: You can also view accounts in the manager hierarchy using the standard Staff Accounts by Manager report ( Public Reports/Common/Site Administration/Staff Management).
                                        1. Click Configuration on the navigation pane.

                                        2. Expand Staff Management, and then double-click Staff Accounts by Group (or another Accounts report).

                                        3. Double-click the account you want to assign to a manager.

                                        4. Click Department on the ribbon.

                                          The Departments editor opens where you can specify the account’s group and manager hierarchy. You can also view lists displaying the other staff members in the same group and the manager hierarchy.
                                          Note: Staff groups can be managed on the Department page. See Assign a staff account to a group for information about creating and editing groups and adding and ordering staff accounts in groups. Staff members with the Profiles permission on the Administration tab can change group assignments by dragging staff accounts from the open report to the Group folders on the left side of the report.
                                        5. Click the Search icon next to the Manager field.

                                          The Account Manager Hierarchy window opens.
                                        6. Select the manager you want to assign the account to.

                                        7. Click OK.

                                        8. Click Save.

                                          Delete a staff account

                                          Staff accounts can be deleted like other types of records in Oracle Service Cloud. However, it is important that you understand what happens when you delete a staff account.

                                          Staff accounts that are deleted are completely removed from your site. They no longer display in reports and are no longer available for use in custom reports you use to track the actions of staff accounts. For this reason, when an employee leaves your organization, we recommend disabling the account instead of deleting it.

                                          1. Click Configuration on the navigation pane.

                                          2. Expand Staff Management, and then double-click Staff Accounts by Group (or another Accounts report).

                                          3. Select the staff account you want to delete.

                                          4. Click Delete.

                                            A message asks you to confirm the deletion.
                                          5. Click Yes to delete the staff account.

                                            Configuring staff member passwords

                                            You can enhance your staff members’ password security through options that allow you to prevent repeated invalid login attempts and to set password length, character requirements, and expiration options.

                                            Note: You must configure staff member passwords before adding staff accounts.

                                            Password configuration is an important part of security for your organization and for your application. To learn about the tools you can use for password security, see Password protection. Also see About forgotten passwords and About customer passwords.

                                              Configure password requirements

                                              Use the following procedure to configure password requirements.

                                              1. Click Configuration on the navigation pane.

                                              2. Expand Staff Management, and then double-click Password Configuration.

                                                The Password Configuration editor opens on the content pane.
                                              3. Enter the following field information to configure password requirement settings.

                                                Table Password Configuration

                                                Field Description

                                                Login Requirements

                                                This section contains the option to establish a limit on invalid login attempts.

                                                Number of Invalid Logins

                                                Drag the slider to the number of failed login attempts you want to allow before the system locks out the account. Alternately, type the number you want in the field to the right of the slider. A value of 0 disables this function. The default value is 5.

                                                Only administrators possessing the Groups/Accounts/Distribution Lists profile permission can unlock a staff account. After a successful login, the invalid login count is reset to 0.

                                                Password Expiration

                                                This section contains options to customize time periods that affect password expiration.

                                                If the Password Expires check box is cleared for a particular staff account, it overrides any password expirations defined in the password configuration settings.

                                                Expiration Interval

                                                Drag the slider to the number of days that passwords stay in effect. Alternately, type the number you want in the field to the right of the slider. After adding a staff account or updating the account password from the Staff Accounts editor or the Change Password window, the expiration date value is reset. A value of 0 turns password expiration off. The default value is 90.

                                                Grace Period

                                                Drag the slider to the number of days after the password expires in which staff members can enter a new password and still be allowed to log in. Alternately, type the number you want in the field to the right of the slider. After the grace period ends, staff members’ accounts are locked, and you must reset the expiration date or the password. The default value is 14.

                                                Warning Period

                                                Drag the slider to the number of days before the password expires in which staff members will be alerted to the approaching expiration date. Alternately, type the number you want in the field to the right of the slider. During the warning period, staff members can log in normally and are notified of the number of days until the current password expires. The default value is 7.

                                                Password Requirements

                                                This section contains options to customize the format of staff account passwords and limit their reuse.

                                                Password Length

                                                Drag the slider to the minimum number of characters required for a staff account password. Alternately, type the number you want in the field to the right of the slider. The default value is 8.

                                                Password length cannot exceed 20 characters.

                                                Character Repetitions

                                                Drag the slider to the maximum number of consecutive repeated characters permitted in a password. Alternately, type the number you want in the field to the right of the slider. For example, if Character Repetitions is set to 2, then a password such as 11011011 would be allowed, but 1110000 would not be allowed. The default value is 2.

                                                Character Occurrences

                                                Drag the slider to the maximum number of times a character can be used in a password. Alternately, type the number you want in the field to the right of the slider. For example, if Character Occurrences is set to 2, then a password such as 10123456 would be allowed, but 10101234 would not be allowed. The default value is 2.

                                                Lowercase Characters

                                                Drag the slider to the minimum number of lowercase characters required in a password. Alternately, type the number you want in the field to the right of the slider. The default value is 1.

                                                Uppercase Characters

                                                Drag the slider to the minimum number of uppercase characters required in a password. Alternately, type the number you want in the field to the right of the slider. The default value is 1.

                                                Special Characters

                                                Drag the slider to the minimum number of special characters required in a password. Alternately, type the number you want in the field to the right of the slider. The default value is 1.

                                                Numbers and Special Characters

                                                Drag the slider to the minimum number of special characters, including numbers, required in a password. Alternately, type the number you want in the field to the right of the slider. The default value is 1.

                                                Number of Previous Passwords

                                                Drag the slider to the number of passwords that will be stored in memory for each staff account. Alternately, type the number you want in the field to the right of the slider. Staff members cannot use any of the currently stored passwords when changing passwords. The default value is 10.

                                              4. Click Save.

                                                Customizable Menus

                                                Overview: Customizable menus

                                                Customizable menus help you develop logical, consistent ways to organize objects such as contacts, incidents, tracked links, and sales products in ways that are most useful to your organization.

                                                When you customize drop-down menus, you increase the likelihood of an organized, accurate, and up-to-date knowledge base, which is essential for providing an exceptional customer experience. The available customizable menu items on your navigation pane depend on the Oracle Service Cloud products that are enabled on your site, your navigation set, and your profile permissions.

                                                Keeping your knowledge base organized and up-to-date is an important way to provide superior customer service. When you create custom drop-down menus with the exact options you need, staff members can classify incidents and answers using those options, and customers can select specific products and categories for community posts and to refine their searches for answers. Both customers and staff members benefit from the flexibility that results when you classify incidents and answers in ways that make the most sense for your organization.

                                                Note: The Customizable Menus tree contains a System Menus folder, containing default menu items, and a Custom Menus folder, which you can use to create menu items for menu-only custom objects. If custom objects is not enabled on your site, the tree will not contain any folders and only the default menu items will be listed in the tree. Contact your Oracle account manager to enable custom objects. See Add a custom object menu item.

                                                Select one of the following customizable menu items to learn how to add and edit the item.

                                                • Answer access levels —Add custom answer access levels for increased control over the information that is visible to staff members and customers.

                                                • Answer statuses —Add custom answer statuses for increased classification of answers in the knowledge base.

                                                • Asset statuses—Add custom asset statuses for tracking which assets are in use, which are no longer used or supported, and which assets have not been associated with customers.

                                                • Billable tasks —Define billable tasks for classifying and recording how agents spend their time working on incidents.

                                                • Channel types—Add channel types for contacts so they can associate their Twitter, YouTube, and Facebook user names through the customer portal.

                                                • Chat agent statuses—Add custom statuses to describe an agent’s availability to chat with customers and assist other agents with their chat sessions.

                                                • Chat session queues—Identify queues that can be used for routing chat session requests.

                                                • Competitors—Adding competitors to your knowledge base helps your organization track won and lost opportunities by competitor.

                                                • Contact roles—Add contact roles to classify the role of contacts in opportunities. Contact roles allow staff members to identify the same contact by different roles in different opportunities.

                                                • Contact types—Add contact types to help you organize contacts in ways that are most useful to your organization.

                                                • Countries—Maintain accurate, consistent address data for contacts and organizations by adding the countries and provinces your organization does business in.

                                                • Custom object menus and Edit a custom object menu item—Use custom object menus to add, copy, and delete custom object menu items.

                                                • Incident queues —Identify queues that can be used for routing incidents automatically or manually based on the criteria you establish.

                                                • Incident severities—Define incident severity levels for classifying incidents.

                                                • Incident statuses —Add custom incident statuses to track the state of an incident.

                                                • Industry types —Use industry types to identify those your customers are associated with.

                                                • Lead rejection types—Use lead rejection types to identify reasons for rejecting prequalified opportunities.

                                                • Opportunity statuses —Use opportunity statuses to identify the current state of opportunities in the knowledge base.

                                                • Organization address types—Add organization address types when you need more flexibility than that offered by the standard billing and shipping addresses.

                                                • Price schedules—Establish various pricing schedules that can be applied to sales products.

                                                • Product catalog and Add a price schedule to a sales product—Use the product catalog to add, edit, and categorize sales products and assign price schedules to them.

                                                • Products/categories/dispositions —Add products and categories for grouping incidents and answers, resulting in more accurate search results for staff members and customers. Use dispositions as a way to record the final resolution of a solved incident.

                                                • Product linking —Link products to categories and dispositions so menus display only the links that are relevant to the selected product. This feature ensures more accurate data recording and simplified searching for incidents and answers.

                                                • Tracked link categories—Assign tracked links to categories, and enhance reporting on customer clicks of links in your mailings and surveys.

                                                • Win/loss reasons—Identify win/loss reasons to determine what contributes to the outcome of opportunities.

                                                Add or edit a country or province

                                                Adding countries and provinces to the knowledge base helps maintain accurate address information.

                                                Because the countries and provinces appear in drop-down menus when staff members enter contact and organization information, consistent names and abbreviations for unfamiliar countries are guaranteed. You can also define format masks to require that staff members use the same format when entering phone numbers and postal codes.

                                                The United States is automatically included, and you can add any other country where you have contacts and organizations. Provinces cannot be added independently, but must be associated with the appropriate country. You can add them when you add the country or at a later time when you edit the country. When staff members enter an address and select a country, the State/Prov field contains a drop-down menu of the states or provinces associated with that country.

                                                You can also delete countries and provinces on the Countries editor by clicking the Delete button on the ribbon. When you delete a country or province, any contacts and organizations that were associated with that country or province no longer have a country or province association.

                                                1. Click Configuration on the navigation pane.

                                                2. Expand Internationalization, and then double-click Countries.

                                                  The Countries tree displays on the content pane.
                                                3. Do one of the following:

                                                  • To add a country, click New on the ribbon to display the editor.
                                                  • To edit a country, click it in the tree.
                                                4. Enter the following field information.

                                                  The options available on the Countries editor are described in the following table.

                                                  Table Countries Editor

                                                  Field Description
                                                  *Name Select a country from the Country/ISO Code list at the top of the editor or type the name of the country in the field.
                                                  *Abbreviation When you select a country from the list on the editor, the Abbreviation field is populated with the country’s 2- or 3-digit abbreviation. This may or may not be the same as the ISO code for the country, which appears in parentheses after the name in the list of countries.

                                                  If you entered a country name instead of selecting one from the list, the country does not have an ISO code. As a result, the Locate Address button next to the Address field on a contact, organization, or incident is disabled.

                                                  Phone Mask Enter a mask to restrict what staff members can enter in the phone number field.
                                                  Phone Code Enter the international phone code for the country.
                                                  Postal Mask Enter a mask that restricts what staff members can enter when they enter postal codes for contacts in this country.
                                                5. To add a province, click Add (in the Provinces section on the right side of the editor) to add a field in the Name column, and type the province name in the field.

                                                6. To edit the name of a province associated with the country you are editing, select the province name and type the new name.

                                                  You can move provinces within the list using the up and down arrows next to the Provinces list.
                                                7. Click Save.

                                                Add or edit an organization address type

                                                Organization address types allow you to maintain multiple addresses for the organizations in the knowledge base.

                                                The default address types are Billing and Shipping. When your organization needs other address types, you can add as many as you need. For example, you might find it useful to have an international address type or a headquarters address type. You can delete any address type except Billing by selecting it and clicking the Delete button on the ribbon.

                                                Caution: When you delete an organization address type that has been used in an organization record, this action deletes all address data previously associated with that address type.
                                                1. Click Configuration on the navigation pane.

                                                2. Expand Application Appearance, and then double-click Customizable Menus.

                                                  The Customizable Menus tree opens on the content pane.
                                                3. Click the arrow next to the System Menus folder to expand the list.

                                                4. Select Organization Address Types to display the editor.

                                                5. Do one of the following:

                                                  • To add an address type, click New.
                                                  • To add a new address type directly under an existing address type in the tree, select the existing address type and click New.
                                                  • To edit an address type, click it in the tree.
                                                6. Enter a name for a new address type or edit an existing name in the Label column.

                                                  The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
                                                7. Click Save.

                                                Add or edit a contact type

                                                Using contact types, you can organize the contacts in your knowledge base into classifications that are important to your organization.

                                                When staff members add or edit contacts, they can select the contact type from the menu options you add. You might want to add contact types that reflect the position of a contact, such as manager, buyer, agent, and assistant. Or you could add contact types that reflect a contact’s function with respect to your organization, such as technical expert, decision maker, and reference.

                                                1. Click Configuration on the navigation pane.

                                                2. Expand Application Appearance, and then double-click Customizable Menus.

                                                  The Customizable Menus tree opens on the content pane.
                                                3. Expand the System Menus folder to view the list.

                                                4. Click Contact Types to display the editor.

                                                5. Do one of the following:

                                                  • To add a contact type, click New.
                                                  • To add a new contact type directly below an existing contact type in the tree, select the existing contact type and click New.
                                                  • To edit a contact type, click it in the tree.
                                                6. Enter a name for a new contact type or edit an existing name under the Label column.

                                                  The corresponding field under the Label column in the Interface Visibility section is populated or revised as you type.
                                                7. Click Save.

                                                Add or edit a price schedule

                                                Multiple price schedules provide greater flexibility for pricing sales products.

                                                You may price a sales product differently for preferred customers, or you may have various price schedules for customers in different countries.

                                                Because products in the product catalog can have an associated price schedule, you should add price schedules before you add sales products.

                                                Note: The Delete option is not available for price schedules that are associated with sales products. If you want to delete a price schedule associated with a sales product, first edit the sales product to remove the price schedule association.
                                                1. Click Configuration on the navigation pane.

                                                2. Expand Sales in the configuration list, and then double-click Price Schedules.

                                                  The Price Schedules tree displays on the content pane.
                                                3. Do one of the following:

                                                  • To add a price schedule, click New on the ribbon to display the editor.
                                                  • To edit a price schedule, click it in the tree.
                                                4. Enter the following field information:

                                                  The options available on the Price Schedules editor are described in the following table.

                                                  Table Price Schedules Editor

                                                  Field Description
                                                  *Price Schedule Name Type the name of the price schedule. The item name in the Price Schedules tree on the left side of the content pane and the corresponding field under the Label column in the Interface Visibility section are populated or revised as you type.
                                                  Disabled Select this check box to prevent the price schedule from appearing in the Price Schedule drop-down menu when selecting a price schedule for a sales product.
                                                  *Currency Click this drop-down menu and select a currency. Currency options are added to the Currencies/Exchange Rates editor.
                                                  Notes Enter any notes you want to add to the price schedule.
                                                  Interface Visibility Clear the check box if you do not want the sales product to be visible on the interface.
                                                5. Click Save.

                                                Add or edit a sales product

                                                When you add sales products, you define the product catalog used to create quotes and Offer Advisor promotions and suggestions.

                                                You also add sales products to use as customer assets.

                                                You can enable or disable sales products, establish visibility, add identification fields, enter product descriptions, associate price schedules, associate a service product, and enter custom field values. Since sales products can be associated with price schedules and service products, you should add price schedules and service products first.

                                                Note: If you try to delete a sales product that is used in an Offer Advisor promotion by selecting it in the tree and clicking Delete on the ribbon, a dependency conflict window opens and notifies you that deletion is not allowed.
                                                1. Click Configuration on the navigation pane.

                                                2. Expand Sales in the configuration list, and then double-click Product Catalog.

                                                  The Product Catalog tree displays on the content pane.
                                                3. Do one of the following:

                                                  • To add a sales product, click New on the ribbon to open the Product Details editor.
                                                  • To edit a sales product, click it in the tree.
                                                4. Enter the following field information:

                                                  The options available on the Product Details editor are described in the following table.

                                                  Table Product Details Editor

                                                  Field Description

                                                  *Product Name

                                                  Enter the sales product name. The item name in the Product Catalog tree on the left side of the content pane and the corresponding field in the Label column in the Interface Visibility section are populated or revised as you type.

                                                  ID

                                                  Enter an identifier for the sales product in this field. This can be a catalog number, product name, or any other identifier your organization wants to use.

                                                  Suggestion Exclude

                                                  Select this check box to exclude the sales product from being automatically suggested to a customer through Offer Advisor. If cleared, the product is eligible for suggestion to customers who match Offer Advisor’s purchase history data.

                                                  Disabled

                                                  Select this check box to prevent the sales product from displaying when creating a quote, promotion, or customer asset or from being available as a suggested product in Offer Advisor.

                                                  Sales Catalog

                                                  Select this check box to make the sales product available for use in Opportunity Tracking and Offer Advisor. If cleared, or if the Disabled check box is selected, the sales product will not be available in Opportunity Tracking or Offer Advisor.

                                                  Service Catalog

                                                  Select this check box to make the sales product available for use in Oracle RightNow Cloud Service (Service). If cleared, or if the Disabled check box is selected, the sales product will not be available in Service.

                                                  Serialized

                                                  Select this check box to prompt customers and agents to enter a serial number when using this sales product as a customer asset.

                                                  Service Product

                                                  Click this drop-down menu to associate a service product with the sales product.

                                                  Description

                                                  Enter a description of the sales product that can be viewed by sales reps when they add products to quotes.

                                                  Price Schedules

                                                  Select one or more price schedules.

                                                  Interface Visibility

                                                  Clear the check box if you do not want the sales product to display when staff members add products to quotes while creating or editing an opportunity.

                                                  The sales product will remain on the Promotions editor.

                                                5. To add information for any sales products custom fields, click Custom Fields on the ribbon and enter the information.

                                                  Depending on the type of field, you can enter text in a field, select a date from a drop-down calendar, select a menu option, or select an option.
                                                6. Click Save.

                                                Add a price schedule to a sales product

                                                Price schedules provide an additional method for classifying information about sales products, but their use is optional.

                                                If you do not create price schedules or add them to sales products, the sales products are not available to staff members creating quotes. Only those products associated with the selected price schedule can be used in a quote.

                                                1. Click Configuration on the navigation pane.

                                                2. Expand Sales in the configuration list, and then double-click Product Catalog.

                                                  The Product Catalog tree displays on the content pane.
                                                3. Click a product in the tree to open the Product Details editor.

                                                4. Click New to the right of Price Schedules.

                                                  A row is added to the table.
                                                5. Click the Price Schedule drop-down menu and select a price schedule.

                                                6. Enter the following field information:

                                                  The options available when adding a price schedule to a sales product are described in the following table.

                                                  Table Price Schedule Field

                                                  Field Description
                                                  *Price Double-click this field and enter a price.
                                                  Currency This read-only field is determined by the price schedule you select.
                                                  *Start Date Click each month, day, and year component of this date field and type an effective start date for the price schedule. Or click the calendar and select a date.

                                                  When you add a price schedule, this field is populated with the current date.

                                                  End Date This read-only field is blank if you select only one price schedule for the sales product. However, if you add the same price schedule with a different price, the start date for the later-starting price schedule becomes the end date for the earlier-starting price schedule.
                                                  Notes Enter any notes you want to add to the price schedule.
                                                7. Click Save.

                                                Add a custom object menu item

                                                After menu-only custom objects are created and deployed, you can add them in Customizable Menus.

                                                You add custom object menu items through the Custom Object Menu editor.

                                                1. Click Configuration on the navigation pane.

                                                2. Expand Application Appearance, and then double-click Customizable Menus.

                                                  The Customizable Menus tree opens on the content pane.
                                                3. Expand the Custom Menus folder.

                                                4. Select a custom menu item in the tree.

                                                  The Custom Object Menu editor opens on the content pane.
                                                5. Click New.

                                                  The new menu item is added to the Custom Object Menu editor.
                                                6. Enter a name for the menu item.

                                                7. Click Save.

                                                Edit a custom object menu item

                                                After menu-only custom objects are created and deployed, you can copy, edit and delete them in Customizable Menus.

                                                You edit, copy and delete custom object menu items through the Custom Object Menu editor.

                                                1. Click Configuration on the navigation pane.

                                                2. Expand Application Appearance, and then double-click Customizable Menus.

                                                  The Customizable Menus tree opens on the content pane.
                                                3. Expand the Custom Menus folder to view the list.

                                                4. Select a custom menu item in the tree.

                                                  The Custom Objects Menu editor displays on the content pane.
                                                5. To change the display sequence of a menu item, select it in the tree and click the up or down arrow next to the Label column.

                                                6. To rename a menu item, select it on the editor and enter the new name.

                                                7. To copy a menu item, select it on the editor and click Copy.

                                                8. To delete a menu item, select it on the editor and click Delete.

                                                Organizing information with products, categories, and dispositions

                                                When you use products and categories to group incidents and answers, your knowledge base is more organized. As a result, staff members and customers can quickly find answers to their questions.

                                                For example, a company that manufactures and sells cellular phones might add products such as Smart Phones, Camera Phones, and Accessories. Categories might include Technical Specifications and Warranty Information.

                                                Products and categories organize data in the same ways, and you can choose to use either or both when you configure Service. If you use both, incidents and answers can be organized into specific classifications, and customers can search for answers using product and category filters. Customers can select specific products and categories to refine community posts and searches. You can create up to six levels each of products and categories and specify the number of levels agents must enter when working with incidents. Although products and categories are powerful options for keeping the knowledge base well organized, you are not required to use them.

                                                An incident’s disposition refers to the way the incident is ultimately solved. You may want to require that agents select a disposition before they save an incident when they change the status to Solved. Dispositions do not appear on the customer portal.

                                                Incident dispositions can provide important information and insight about your organization’s interactions with customers. You can add as many dispositions as you need, and you can also add sub-levels of dispositions to a total of six levels. For example, you might have a top-level disposition of Sent to Regional Billing. With additional levels, you can organize incidents into specific sub-dispositions such as East Coast, Midwest, Rocky Mountain, and Pacific Northwest. Service lets you define the number of disposition levels agents must select before marking an incident solved.

                                                Use the following steps to configure product, categories, and dispositions.

                                                • Define levels of products, categories, and dispositions on the administration interface—Set the number of product, category, and disposition levels you want to require on the administration interface.

                                                • Define levels of products and categories on the customer portal—Set the number of product and category levels you want to require customers to select on the Ask a Question and community pages.

                                                • Add products, categories, and dispositions—Add the products and categories you want to use for grouping answers and incidents in the knowledge base. The products and categories you add appear to staff members who work with answers and incidents on the content pane. They also appear on the customer portal for customers to use when searching for and subscribing to answers and using the community. Add dispositions so agents can indicate how an incident was ultimately resolved.

                                                • Link products to categories—To restrict category selections to only the categories associated with a selected product, enable and configure product-category linking. Product-category linking affects staff members working with incidents and customers searching on the customer portal.

                                                • Link products to dispositions—To restrict staff member selection of dispositions based on the incident’s product, enable and configure product-disposition linking.

                                                Specify the number of required product levels for incidents

                                                You can use up to six levels of products, categories, and dispositions to classify incidents and answers in the knowledge base.

                                                By creating subproducts, for example, you can let your customers further refine their searches. This also lets staff members classify incidents and answers more precisely. If you have created multiple levels of products, categories, and dispositions, you can also define the number of levels that staff members are required to select on the administration interface.

                                                Note: Although this procedure describes how to configure the number of product levels on an incident workspace, follow these same steps to define the Minimum Level value for the Category and Disposition fields.
                                                1. Click Configuration on the navigation pane.

                                                2. Expand Application Appearance, and then double-click Workspaces.

                                                  The Workspaces explorer displays on the content pane.
                                                3. Right-click the custom incident workspace where you want to specify the number of product levels and select Open.

                                                  You cannot edit the standard incident workspace, but you can copy it and edit the copied workspace.
                                                4. Select the Product field on the design space.

                                                5. Click Minimum Level on the ribbon’s Design tab and type the number of required product levels.

                                                  Allowed values range from 0 to 6.
                                                6. Click the Save icon on the Quick Access Toolbar.

                                                7. Assign this workspace to the applicable profile. See Overview: Profiles if you need help with this process.

                                                  Adding and editing products, categories, and dispositions

                                                  Customers can use products and categories to narrow their search results on the customer portal.

                                                  Because the search results are filtered on the customer portal through these classifications, the search finds answers and community entries that are more likely to resolve customers’ questions. Likewise, agents can search for incidents and answers based on products and categories when responding to incidents. They can also classify incidents and answers when they work on them by selecting products and categories, thereby increasing the organization of information within the knowledge base.

                                                  Before you add products and categories, take some time to plan how you want use them to organize incidents and answers. For example, if you have many products that share a common set of support issues, you might want to add a top-level product name to group them instead of using individual product names. Or you might want to add subproduct levels to further filter the products. Top-level products and categories classify incidents and answers in broad groupings, but you can add five more levels of subproducts and subcategories to further refine classification.

                                                  When agents classify incidents according to their disposition, your knowledge base contains the information you need to understand how incidents have been closed. Additional levels of subdispositions allow you to further refine the classification of incidents.

                                                  The following procedures describe working with products, but the procedures to add and edit categories and dispositions are identical. Simply replace product information with category or disposition information where appropriate.

                                                    Add or edit a product

                                                    Add or edit a product to narrow customer search results on the customer portal.

                                                    The following procedure describes working with products, but the procedures to add and edit categories and dispositions are identical. Simply replace product information with category or disposition information where appropriate.

                                                    1. Click Configuration on the navigation pane.

                                                    2. Expand Service, and then double-click Products/Categories/Dispositions.

                                                      The content pane displays separate columns for products, categories, and dispositions.
                                                      Note: By default, the editor displays all three columns, indicated by the highlighted Products, Categories, and Dispositions buttons in the Show group on the ribbon. To hide one or more columns, click the associated button so that it is no longer active. The column is removed from the editor until you click the button again or until you close and reopen the editor.
                                                    3. Do one of the following:

                                                      • To add a product, click in the Products column and click New. The New Product window opens.
                                                      • To edit a product, right-click it and select Edit.
                                                      Tip: To add a product at the same level as a selected product, right-click the product and select Add Sibling. To add a subproduct, right-click and select Add Child.
                                                    4. Enter the name of the product in the Name field.

                                                      The word you enter in the Name field is a keyword for all answers associated with this product. When customers search by the product’s name, all answers associated with this product are returned.
                                                    5. To make the product visible to staff members working with incidents, select Administration.

                                                      Regardless of interface or visibility settings, all service products and categories are visible when adding or editing answers on any interface.
                                                    6. To make the product visible to customers on the customer portal, select End-user. (The End-user check box is not available when adding or editing dispositions.)

                                                      Selecting the visibility settings for a parent level does not automatically set the same settings for the parent’s sublevels. Visibility must be set individually for each. You can also make subproducts visible even if the parent product is not visible.
                                                    7. To enter a description for the product, click Description on the ribbon and enter it in the Description field.

                                                    8. Click Save.

                                                      The product appears in the Products column.
                                                      Add a subproduct

                                                      Add a subproduct to narrow customer search results on the customer portal.

                                                      The following procedure describes working with products, but the procedures to add and edit categories and dispositions are identical. Simply replace product information with category or disposition information where appropriate.

                                                      1. Click Configuration on the navigation pane.

                                                      2. Expand Service, and then double-click Products/Categories/Dispositions.

                                                        The content pane displays separate columns for products, categories, and dispositions.
                                                        Note: By default, the editor displays all three columns, indicated by the highlighted Products, Categories, and Dispositions buttons in the Show group on the ribbon. To hide one or more columns, click the associated button so that it is no longer active. The column is removed from the editor until you click the button again or until you close and reopen the editor.
                                                      3. Do one of the following:

                                                        • Right-click the product you want to add the subproduct to and select Add Child.
                                                        • Select the product you want to add the subproduct to and click New > Child on the ribbon.
                                                        The New Product window opens.
                                                      4. Enter the name of the subproduct in the Name field.

                                                      5. To enter information about the subproduct, click Description button on the ribbon and enter it in the Description field.

                                                      6. Select each visibility check box where you want the subproduct to appear.

                                                      7. Click Save.

                                                        The subproduct appears below the product you added it to.
                                                        Note: You can also define a subordinate relationship by dragging one product and dropping it onto another product. See Change the order of a product, category, or disposition.
                                                        Edit visibility settings for multiple products simultaneously

                                                        Edit product visibility for staff members and customers for multiple products simultaneously.

                                                        The following procedure describes working with products, but the procedures to edit categories and dispositions are identical. Simply replace product information with category or disposition information where appropriate.

                                                        1. In the Products column, press Ctrl while selecting each product.

                                                        2. Click Edit on the ribbon.

                                                          A multi-edit window opens.
                                                        3. Select Visibility on the ribbon.

                                                        4. To make the products visible to staff members working with incidents, select the Administration check box.

                                                          Regardless of interface or visibility settings, all service products and categories are visible when adding or editing answers on any interface.
                                                        5. To make the products visible to customers on the Oracle RightNow Customer Portal Cloud Service (Customer Portal), select the End-user check box.

                                                          The End-user check box is not available when editing the visibility of dispositions.
                                                        6. Click Save.

                                                          Change the order of a product, category, or disposition

                                                          You can reorder products, categories, and dispositions as necessary, including creating subordinate relationships.

                                                          You cannot move an item when another item of the same type is open on the editor. For example, if you are editing a product, you cannot move any other product until you close the product editor.

                                                          The following procedure describes working with products, but the procedures to reorder categories and dispositions are identical. Simply replace product information with category or disposition information where appropriate.

                                                          1. Click Configuration on the navigation pane.

                                                          2. Expand Service, and then double-click Products/Categories/Dispositions.

                                                            The content pane displays separate columns for products, categories, and dispositions.
                                                          3. Select the product you want to move and hold down the mouse button or other pointing device.

                                                          4. Drag it to its new position in the Products column. If you want to make the product a subproduct of another product, drag it onto the other product and drop it.

                                                          5. Release the mouse button.

                                                            Deleting products, categories, and dispositions

                                                            You can delete products, categories, and dispositions that do not have sublevels.

                                                            When deleting a product or other item that has sublevels, you must delete all of the sublevels first. You also cannot delete multiple products, categories, or dispositions simultaneously.

                                                            You do not receive a dependency conflict warning when you delete products, categories, or dispositions used in rules. Rules that use the deleted item may no longer function as expected, requiring you to edit the rules and reactivate the rule base. See Add a rule.

                                                            In addition, you do not receive a dependency conflict warning when deleting products or categories that are used in answers. Answers that are associated with deleted products or categories may not display as expected. We recommend viewing the Answers by Category and Answers by Product reports before deleting products or categories that may be associated with answers.

                                                              Delete a product that has subproducts

                                                              When deleting a product or other item that has sublevels, you must delete all of the sublevels first.

                                                              The following procedure describes working with products, but the procedures to delete categories and dispositions with sublevels are identical. Simply replace product information with category or disposition information where appropriate.
                                                              Note: You do not receive a dependency conflict warning when you delete products, categories, or dispositions used in rules. Rules that use the deleted item may no longer function as expected, requiring you to edit the rules and reactivate the rule base. See Add a rule. In addition, you do not receive a dependency conflict warning when deleting products or categories that are used in answers. Answers that are associated with deleted products or categories may not display as expected. We recommend viewing the Answers by Category and Answers by Product reports before deleting products or categories that may be associated with answers.
                                                              1. Expand the highest product level to display all subproducts.

                                                              2. Do one of the following:

                                                                • Right-click each subproduct and select Delete.
                                                                • Click Delete on the ribbon.
                                                                A message asks you to confirm each deletion.
                                                              3. Repeat these steps until all subproducts have been deleted.

                                                                Product linking

                                                                If your organization has large numbers of categories or dispositions, staff members and customers must review long lists of menu items to find appropriate options. You can simplify their choices with product linking.

                                                                When products are linked to categories, only the linked categories are displayed when customers select products on the customer portal or when staff members select products while working on incidents. When products are linked to dispositions, only the linked dispositions are displayed when agents select products for incidents. Product linking is a powerful tool for enhancing efficiency for both staff members and customers.

                                                                Note: When product links have not been defined or product linking has been disabled, all categories and dispositions are available, regardless of the selected product. Product-category linking is independent of product-disposition linking, so you can enable one or the other or both.

                                                                Leaf products are those products that do not have any subproducts. Similarly, leaf levels of categories have no subcategories and leaf-level dispositions have no subdispositions. Links can be created only between leaf levels of products and categories and between leaf levels of products and dispositions. However, implicit linking occurs between the parent levels of products, categories, and dispositions that are linked. Parent products implicitly contain the same links that the leaf products below them contain. In other words, a parent product’s links are “inherited” from their leaf products.

                                                                Assume, for example, you want to link a leaf-level product called Prepay to categories, and the Prepay product is a subproduct of Call Plans. Also assume that none of the other leaf products under Call Plans have category links.

                                                                When you edit the Prepay product and select the Category Links button, assume you select the General category, which creates two links, one to each of its leaf categories: Information and Help. Also assume you select Account and Billing, which is a leaf category (no subcategories).

                                                                When you save your links, return to the Products/Categories/Dispositions editor, and drill down on the Category-Links report, you see the three categories you just linked to the Prepay product. For example,
                                                                Account and Billing
                                                                General > Help
                                                                General > Information

                                                                Although you linked the leaf product, Prepay, to the categories, its parent product (Call Plans) was implicitly linked to the same categories. So even though you cannot directly link a parent product to categories, you implicitly link it by linking one or more of its leaf products.

                                                                  Linking products, categories, and dispositions

                                                                  Service can automatically create links to categories and dispositions based on answers and incidents in the knowledge base, or you can manually define the links for each product.

                                                                  When you manually link products, you can select and link products one at a time or you can select multiple products to link in one operation.

                                                                  Note: The greater the number of products, categories, and dispositions your organization uses, the more flexibility product linking can offer. However, this requires you to carefully consider how you link products to categories and dispositions. If you create too many links, you risk losing the efficiency product linking offers. If you create too few, you may prevent customers and staff members from selecting the appropriate category or disposition.

                                                                  Use the following procedures to link products with categories and dispositions.

                                                                    Enable product linking

                                                                    Enable product-category or product-disposition linking when you want to restrict the display of categories or dispositions to only those that are linked to the selected product.

                                                                    Product-category linking affects agents working with incidents and customers searching on the customer portal. Enable product-disposition linking when you want to restrict the dispositions agents can select when working with incidents to only those associated with the product they have selected.

                                                                    Product-category linking and product-disposition linking are independent, so they are enabled separately. You can enable either or both types of linking.

                                                                    1. Click Configuration on the navigation pane.

                                                                    2. Expand Service, and then double-click Products/Categories/Dispositions.

                                                                    3. To enable product-category linking, click Enable > Product-Category Linking on the ribbon.

                                                                    4. To enable product-disposition linking, click Enable > Product-Disposition Linking on the ribbon.

                                                                    5. Log out and then log back in for the changes to take effect.

                                                                      Copy product links

                                                                      If you want a product to have the same category or disposition links as another product, simply copy the category links or disposition links from the original product, and those links are applied to the product you are editing.

                                                                      If you want to copy both category and disposition links, you must copy them each separately as described in the following procedure.

                                                                      1. Click Configuration on the navigation pane.

                                                                      2. Expand Service, and then double-click Products/Categories/Dispositions.

                                                                      3. Do one of the following:

                                                                        • Right-click the product you want to copy links to and select Edit to open the product editor.
                                                                        • To select multiple products press Ctrl, right-click, and select Edit to open the multi-edit window.
                                                                      4. Do one of the following:

                                                                        • To copy category links, click Category Links on the ribbon.
                                                                        • To copy disposition links, click Disposition Links on the ribbon.
                                                                      5. Click Copy Links From on the ribbon.

                                                                        The Copy Links from Product window opens.
                                                                      6. If necessary, expand the product tree to display the product you want to copy links from.

                                                                      7. Select the product you want and click OK to close the window.

                                                                      8. Click Save.

                                                                        Note: If the product you are editing already has existing links, these links are not removed by copying links from another product. Instead, the product now contains both its original links as well as the copied links.

                                                                        Disable product linking

                                                                        Even after you have created product links, you can disable the product-linking feature.

                                                                        When the feature is disabled, staff members can select any product-category and any product-disposition combination when they work with incidents. On the customer portal, customers can select any product-category combination when they conduct a search or request notifications.
                                                                        1. Click Configuration on the navigation pane.

                                                                        2. Expand Service, and then double-click Products/Categories/Dispositions.

                                                                        3. To disable product-category linking, click Enable on the ribbon and clear the Product-Category Linking check box.

                                                                        4. To disable product-disposition linking, click Enable on the ribbon and clear the Product-Disposition Linking check box.

                                                                        5. Log out and then log back in for the changes to take effect.

                                                                          Product linking when working with answers

                                                                          Regardless of whether product linking is enabled or of what categories are linked to products, all products and all categories are available on the Products/Categories tab when you add or edit an answer.

                                                                          When you select a product that has subproducts (including one or more levels of subproducts), all subproducts below the product you selected are also selected, all the way down to the leaf level. Any parent product levels are also selected implicitly. In the following figure, selecting CA 9900 automatically selects that product’s subproducts. It also implicitly selects the two parent levels: Conversa Phones and Mobile Phones.


                                                                          This figure is described in the surrounding text.

                                                                          There may be times when you want to associate an answer with a top-level product but you do not want to associate that product’s subproducts with the answer. In that case, you can right-click the product to select it without selecting any of the subproducts. Instead of a check mark next to the product, you will see the check box filled in with the color green, as shown in the following figure, where the Conversa product is selected but its subproducts are not.


                                                                          This figure is described in the surrounding text.

                                                                          The ribbon for the standard answer workspace contains a Validate Category Links button that lets you determine if the products and categories you selected for the answer are linked. If the categories you selected are linked to selected products, a message informs you that all selected categories are linked to at least one selected product. If you select one or more categories that are not linked to the products you selected, a message lists the categories that are not linked to any of the selected products.

                                                                            View a report for products, categories, dispositions, and product linking

                                                                            You can view reports on the Products/Categories/Dispositions editor.

                                                                            This procedure describes how to display a product report, but the procedure is the same for viewing category and disposition reports.

                                                                            1. Click Configuration on the navigation pane.

                                                                            2. Expand Service, and then double-click Products/Categories/Dispositions.

                                                                            3. Select the product you want to view a report for.

                                                                            4. Click Product Reports and select one of the available options: Visibility, Answers, Incidents, Category Links, or Disposition Links.

                                                                              The report displays on the lower part of the editor.
                                                                            5. To see the answers, incidents, or category or disposition links associated with the product, click the value in the Answers column.

                                                                              A list of all records or links is displayed.
                                                                            6. To minimize the report, click the icon with two down arrows next to the Undock icon at the far right of the report header.

                                                                            7. To display the same report for a different product, select the product and click Refresh in the report header (not Refresh on the ribbon).

                                                                            8. To copy information in a report column (for example, to copy an incident reference number so you can search for the incident), right-click the item and select Copy Cell to Clipboard.

                                                                            Reports can also be viewed when you are editing an individual product, category, or disposition. The reports are available as buttons on the editor ribbon.

                                                                            The following reports are available for products.

                                                                            • Visibility—Shows the product and all subproducts with check marks in the Admin and End-user columns that indicate where the product is visible on each interface.

                                                                            • Answers—Shows the product, including any subproducts, and the number of answers associated with each. You can then drill down on the number of answers to view all answers associated with the specific product.

                                                                            • Incidents—Shows the product, including any subproducts, and the number of incidents associated with each. You can then drill down on the number of incidents to view all incidents associated with the specific product.

                                                                            • Category Links—Shows the number of category links for the selected product. (If the selected product is a parent product, category links are displayed for each of the subproducts that is linked to a category.) You can drill down on the number of links to view the category links for each product.

                                                                            • Disposition Links—Shows the number of disposition links for the selected product. (If the selected product is a parent product, disposition links are displayed for each of the subproducts that is linked to a disposition.) You can drill down on the number of links to view the disposition links for each product.

                                                                            The following reports are available for categories.

                                                                            • Visibility—Shows the category and all subcategories with check marks in the Admin and End-user columns that indicate where the category is visible on each interface.

                                                                            • Answers—Shows the category, including any subcategories, and the number of answers associated with each. You can then drill down on the number of answers to view those answers.

                                                                            • Incidents—Shows the category, including any subcategories, and the number of incidents associated with each. You can then drill down on the number of incidents to view those incidents.

                                                                            • Category Links—Shows the number of product links for the selected category. You can drill down on the number of links to view the products linked to each category.

                                                                            The following reports are available for dispositions.

                                                                            • Visibility—Shows the disposition and all subdispositions with check marks in the Admin column that indicate where the disposition is visible on each interface. (Dispositions are not visible on the customer portal so End-user visibility is not an option.)

                                                                            • Incidents—Shows the disposition, including any subdispositions, and the number of incidents associated with each. You can then drill down on the number of incidents to view those incidents.

                                                                            • Disposition Links—Shows the number of product links for the selected disposition. You can drill down on the number of links to view the products linked to each disposition.

                                                                              Add or edit an incident status

                                                                              Service has four default incident statuses: Solved, Unresolved, Updated, and Waiting.

                                                                              These four default incident statuses may be enough for your organization. However, if additional incident statuses can help you better organize the incidents in the knowledge base, you can add them.

                                                                              An incident’s status is its state in the knowledge base. Service has four default incident statuses: Solved, Unresolved, Updated, and Waiting. Additionally, there are three default status types, which are Solved, Unresolved, and Waiting. These are displayed in the drop-down menu in the Status column on the editor. Not surprisingly, the Solved incident status uses the Solved status type. Likewise, the Waiting status uses the Waiting status type, and the Unresolved status uses the Unresolved status type, which is also used by the Updated status. You can rename the default statuses, but you cannot change their types, which are disabled on the Incident Statuses editor. The following list describes the default incident statuses.

                                                                              • Solved—The incident has been resolved.

                                                                              • Unresolved—The incident has been recently added, either by an agent or a customer.

                                                                              • Updated—The incident has been updated by a customer through the Your Account page or by replying to an agent’s email.

                                                                              • Waiting—An agent has responded to the incident and is waiting for a response from the customer. If the customer does not respond within the time specified in CI_HOURS (Agedatabase Utility > Batch Processing > Close Incidents), Agedatabase sets the incident status to Solved.

                                                                              Service can automatically set an incident’s status when agents send a response. This is a property of the Incident Thread relationship item that can be set when you create an incident workspace. The property is called Status Change on Response, and you can set it for one of the following options:

                                                                              • The status does not change when an agent sends a response.

                                                                              • The status changes to Waiting.

                                                                              • The status changes to Solved.

                                                                              For information about setting properties for relationship items on workspaces, see Overview: Workspace and script elements.

                                                                              The four default incident statuses may be enough for your organization. However, if additional incident statuses can help you better organize the incidents in the knowledge base, you can add them. When you add an incident status, you must assign it to one of the three default status types.

                                                                              Note: If you delete a custom incident status, all incidents set to that status are changed to the default status with the same status type. For example, if you delete a custom incident status with the status type Solved, all incidents that were associated with that status are changed to the Solved incident status with the Solved status type.
                                                                              1. Click Configuration on the navigation pane.

                                                                              2. Expand Application Appearance, and then double-click Customizable Menus.

                                                                                The Customizable Menus tree displays on the content pane.
                                                                              3. Expand the System Menus folder.

                                                                              4. Click Incident Statuses to display the editor.

                                                                              5. Do one of the following:

                                                                                • To add an incident status, click New.
                                                                                • To add a new incident status directly below an existing incident status in the tree, select the existing incident status and click New.
                                                                                • To edit an incident status, click it in the tree.
                                                                                You can change the names of the default incident statuses, but the functionality of each remains the same. Incidents with the same status type behave the same way, regardless of their name.
                                                                              6. Enter a name for a new incident status or edit an existing one in the Label column.

                                                                                The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
                                                                              7. Click the Status drop-down menu and select a status type. Options include Unresolved, Solved, and Waiting.

                                                                                After you save an incident status, you cannot change its status type.
                                                                              8. Click Save.

                                                                              Add or edit an incident severity level

                                                                              Your organization might find it useful to classify incidents by their severity level so that agents can resolve the highest severity incidents first.

                                                                              Additionally, reports that include incident severity can be useful management tools.

                                                                              1. Click Configuration on the navigation pane.

                                                                              2. Expand Application Appearance, and then double-click Customizable Menus.

                                                                                The Customizable Menus tree opens on the content pane.
                                                                              3. Expand the System Menus folder.

                                                                              4. Click Incident Severities to display the editor.

                                                                              5. Do one of the following:

                                                                                • To add an incident severity, click New.
                                                                                • To add a new incident severity directly below an existing incident severity in the tree, select the existing incident severity and click New.
                                                                                • To edit an incident severity, click it in the tree.
                                                                              6. Enter a name for a new incident severity or edit an existing one in the Label column.

                                                                                The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
                                                                              7. If you do not want the incident severity to be visible on the interface, clear the Visible check box.

                                                                              8. Click Save.

                                                                              Incident queues

                                                                              Using incident rules, you can route unresolved incidents into different queues based on the criteria you define.

                                                                              For example, you might add incident queue for different product lines or service areas. Or you might have a first tier for basic customer service and additional tiers for problems of increasing complexity. When you create profile for staff accounts, you can assign one or more queues to each profile and specify how incidents are pulled from that queue. Based on their profile, agents can retrieve a specified number of incidents from the queues to which they have access.

                                                                              Queues also help you manage incident escalation to meet your organization’s service level agreements (SLA (service level agreement)), balance agent workload, and track agent productivity and efficiency.

                                                                              You can do any of the following when managing queues.

                                                                              • Add queues—You can select a default queue to which all new incidents are automatically routed, and you can add multiple incident queues for effective incident routing. See Add or edit an incident queue.

                                                                              • Assign queues to profiles—You can define available queues, queue ranking, pull policy, pull quantity, and inbox limit for staff members with the profile. See Overview: Profiles.

                                                                              • Create business rules to populate queues—You can create business business rules to automatically assign incoming incidents to incident queues based on conditions you specify. Incident rules have a Set Field/Queue ID action you can use to route queues based on the conditions of the rule. See Add a rule.

                                                                              • Instruct agents about queues—Agents can manually pull incidents from queues assigned in their profile. When agents log out, the unresolved incidents in their inbox remain there unless they assign them back into a queue. See Reassign or re-queue an incident.

                                                                              • Monitor queues—Agents can monitor queuing statistics through the Queues report, where queued incidents and statistics are displayed. Queue statistics can be regenerated at any time. SeeMonitoring queues.

                                                                                Add or edit an incident queue

                                                                                When adding an incident queue, you can define whether the queue uses a round-robin incident assignment and specify the queue as the default queue where unassigned incidents are routed.

                                                                                You can also delete queues from the Incident Queues editor.

                                                                                Before you can access incident queues, your profile for Service permissions must allow incident queues. In addition to queue access, Service permissions also define queue rank, pull policies and quantities, and inbox limits. See Select Service permissions.

                                                                                Note: If you try to delete an incident queue that is used in a business rule, a window opens to display the rules that depend on the queue. Before you can delete the incident queue, you must first edit the rules so they no longer use the queue.
                                                                                1. Click Configuration on the navigation pane.

                                                                                2. Expand Application Appearance, and then double-click Customizable Menus.

                                                                                  The Customizable Menus tree opens on the content pane.
                                                                                3. Expand the System Menus folder.

                                                                                4. Click Incident Queues to display the editor.

                                                                                5. Do one of the following:

                                                                                  • To add an incident queue, click New.
                                                                                  • To add a new incident queue directly below an existing incident queue in the tree, select the existing incident queue and click New.
                                                                                  • To edit an incident queue, click it in the tree.
                                                                                6. Enter a name for a new incident queue or edit an existing one in the Label column.

                                                                                  The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
                                                                                7. Click the Queue Type drop-down menu and select one of the following options: Standard, Round Robin (All), or Round Robin (Logged In).

                                                                                  Note: A round-robin queue automatically assigns incidents in this queue to agents in a rotating fashion. For example, if four agents are assigned to the round robin queue, incidents are assigned in this order: Agent 1, Agent 2, Agent 3, Agent 4, Agent 1, Agent 2, and so on. If you select Round Robin (All), incidents are assigned to all staff members whose profile includes the queue, even if they are not logged in.
                                                                                8. To designate the queue for use with advanced routing of incidents, select the Advanced Routing option and enter the following field information. Advanced Routing must be enabled for this option to appear. .

                                                                                  The Advanced Routing settings are described in the following table.

                                                                                  Table Advanced Routing Settings

                                                                                  Field Description
                                                                                  Starting Minimum Score Enter a value from 0 to 5 for each skill. Incoming chats will be first routed to those agents meeting this score.
                                                                                  Lowest Minimum Score Enter a value from 0 to 5 for each skill. Only agents meeting this minimum skill level can be assigned chats from this queue.
                                                                                  Relax Score Requirement After Enter a value in seconds for the queue. The score requirement will be relaxed after the time you specify. Skills are relaxed at the queue level. A value of 0 seconds disables skill relaxation.
                                                                                  Score Decrement Amount Enter the score value from 1 to 5 for each skill to be decremented when it meets the relaxation time.
                                                                                  Overflow Timer Enter a value in seconds after which the chat will be routed equally to agents assigned the queue as a primary or an overflow. Overflow will be disabled if this field is set to 0, and only agents assigned the queue as a primary will receive chats from this queue.
                                                                                9. If you want this incident queue to be the default queue, select the Default check box.

                                                                                  Only one queue can be the default queue. If a default queue has already been identified and you select the default check box for this queue, this queue becomes the default.
                                                                                10. Click Save.

                                                                                  Monitoring queues

                                                                                  Staff members with the appropriate permissions can monitor incident queues using the Queues report.

                                                                                  Depending on their profile, this report may appear in any navigation list designated by the administrator.


                                                                                  This figure shows a sample Queues report. The report contains three columns: Queue, Earliest Due, and #Incidents.

                                                                                  The Queues report lets staff members drill down to display the agents who are currently handling incidents and the incidents themselves. For a real-time snapshot of all queues at any time, click Refresh.

                                                                                    Add or edit an answer status

                                                                                    An answer’s status controls whether it is public and describes its state in the knowledge base.

                                                                                    If you want to organize the answers in the knowledge base with a greater level of classification than that offered by the default answer statuses in Service, you can add more answer statuses.

                                                                                    Service provides four default answer statuses, described in the following list. Every answer status is associated with a status type that is either Public or Private.

                                                                                    • Private—The Private answer status prevents answers from being displayed on the administration interface and the customer portal. It is associated with the Private status type.

                                                                                    • Proposed—Answers with the Proposed status are incidents that agents have submitted as potential answers for the knowledge base. Proposed answers are associated with the Private status type.

                                                                                    • Public—Answers with the Public status are visible on the customer portal. Public answers have a Public status type.

                                                                                    • Review—The Review answer status means the answer should be evaluated to determine if it is still necessary. An answer’s status is set to Review when it has been part of the knowledge base for a specified amount of time or when its solved count reaches zero. See Aging of Solved Count. Answers with a Review status are associated with a Private status type by default.

                                                                                    Note: If you delete a custom answer status, all answers with that status are changed to have either a Public or Private status, depending on the status type of the deleted answer status. For example, if you delete a custom answer status with a Public status type, all answers that were associated with that status are changed to Public status with the Public answer status type.
                                                                                    1. Click Configuration on the navigation pane.

                                                                                    2. Expand Application Appearance, and then double-click Customizable Menus.

                                                                                      The Customizable Menus tree opens on the content pane.
                                                                                    3. Expand the System Menus folder.

                                                                                    4. Click Answer Statuses to display the editor.

                                                                                    5. Do one of the following:

                                                                                      • To add an answer status, click New.
                                                                                      • To add a new answer status directly below an existing answer status in the tree, select the existing answer status and click New.
                                                                                      • To edit an answer status, click it in the tree.
                                                                                      Note: You can change the names of the default answer statuses, but the functionality of each remains the same. Answers with the same status type behave the same way, regardless of their name.
                                                                                    6. Enter a name for a new answer status or edit an existing one in the Label column.

                                                                                      The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
                                                                                    7. Click the Status drop-down menu and select Public or Private.

                                                                                      After you save the answer status, you cannot edit its status type. Answers set to the Private status type are not visible on the customer portal, even if you select end-user visibility on the answer’s access level. They are also not visible on the administration interface.

                                                                                    8. Click Save.

                                                                                    Add or edit an answer access level

                                                                                    Answer access levels provide a way to control which answers in the knowledge base become public and visible to customers.

                                                                                    In addition to the default answer access levels, you can add custom answer access levels to allow specific contacts and organizations to view certain groups of answers that are not available to all customers.

                                                                                    Service has the following default answer access levels.

                                                                                    • Help—The Help answer access level provides online help to customers through context-sensitive answers.

                                                                                    • Everyone—The Everyone answer access level makes answers visible to all staff members and customers.

                                                                                    You cannot delete the Help and Everyone answer access levels, although you can rename them.

                                                                                    In addition to the default answer access levels, you can add custom answer access levels to allow specific contacts and organizations to view certain groups of answers that are not available to all customers.

                                                                                    You control the answers customers can view when you create a service level agreement (SLA) and select custom access levels to associate with it. Customers with that SLA can view answers having those custom access levels. See Create an SLA for information about assigning answer access levels to an SLA.

                                                                                    In order for answers to appear on the customer portal, the Status, Language, Access Level, Product, and Category fields must be set to a visibility that allows access by customers. If even one field does not allow visibility, the answer is not visible on the customer portal. In addition, if you have sections within an answer with restricted visibility, that section must be assigned an access level associated with the answer and have end-user visibility selected. See Controlling answer visibility.

                                                                                    Sibling answers with access levels that are at or below the contact’s SLA are visible to the contact. See Sibling answers.

                                                                                    1. Click Configuration on the navigation pane.

                                                                                    2. Expand Application Appearance, and then double-click Customizable Menus.

                                                                                      The Customizable Menus tree opens on the content pane.
                                                                                    3. Expand the System Menus folder.

                                                                                    4. Click Answer Access Levels to display the editor.

                                                                                    5. Do one of the following:

                                                                                      • To add an answer access level, click New.
                                                                                      • To add a new answer access level directly below an existing answer access level in the tree, select the existing answer access level and click New.
                                                                                      • To edit an answer access level, click it in the tree.
                                                                                    6. Enter a name for a new answer access level or edit an existing one in the Label column.

                                                                                      The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
                                                                                    7. If you do not want the answer access level to be visible on the interface, clear the Visible check box.

                                                                                    8. Click Save.

                                                                                    Add or edit a billable task

                                                                                    The Time Billed feature in Service lets you track the amount of time agents spend on customer issues and questions.

                                                                                    When you enable this feature, agents can add their time to an incident as they work on it. Service contains one default billable task, Miscellaneous, and you can add any custom billable tasks that meet your organization’s needs.

                                                                                    For example, you might add a Telephone billable task to see how much time agents are spending on the telephone answering customer questions. See Add time billed to an incident learn how agents record billable time when they work on incidents.

                                                                                    Note: You cannot delete the Miscellaneous billable task. If you delete a custom billable task, all occurrences of that task in incidents have no value and you may lose valuable time-tracking information.

                                                                                    The standard incident workspace contains the Time Billed tab. To enable the feature on other workspaces, add the Time Billed relationship item to the workspace. Other Time Billed properties include the ability to require agents to enter time billed before they mark an incident solved or whenever they edit an incident. These properties are Time Required for Edit and Time Required for Solved. See Create a workspace.

                                                                                    1. Click Configuration on the navigation pane.

                                                                                    2. Expand Application Appearance, and then double-click Customizable Menus.

                                                                                      The Customizable Menus tree opens on the content pane.
                                                                                    3. Expand the System Menus folder.

                                                                                    4. Click Billable Tasks to display the editor.

                                                                                    5. Do one of the following:

                                                                                      • To add a billable task, click New.
                                                                                      • To add a new billable task directly below an existing billable task in the tree, select the existing billable task and click New.
                                                                                      • To edit a billable task, click it in the tree.
                                                                                    6. Enter a name for a new billable task or edit an existing one in the Label column.

                                                                                      The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
                                                                                    7. Click Save.

                                                                                    Editing channel types

                                                                                    Channel types are used by contacts to provide their user names for Twitter, YouTube, and Facebook through the customer portal.

                                                                                    By providing user name information, the contact’s incidents are automatically associated with the contact. This assists agents in identifying and responding to contacts who are using Twitter, YouTube, and Facebook.

                                                                                    If given the proper visibility through the Channel Types editor, contacts and staff members can add and edit channel type user names.

                                                                                    • Contacts can add and edit their Twitter, YouTube, and Facebook user names through widgets on the customer portal.

                                                                                    • Staff members can add and edit Twitter, YouTube, and Facebook user names for contacts from a custom contact workspace.

                                                                                    The standard contact workspace does not contain a field for channel usernames. If you want your agents to add information about channel user names, you must add the Channel Usernames field to a custom contact workspace and assign that workspace to the profile used by agents.

                                                                                    See Edit a channel type to rename or remove channel types.

                                                                                    Add the Channel Usernames field to a contact workspace

                                                                                    The standard contact workspace does not contain a field for channel usernames. If you want your agents to add information about channel user names, you must add the Channel Usernames field to a custom contact workspace.

                                                                                    1. Click Configuration on the navigation pane.

                                                                                    2. Expand Application Appearance, and then double-click Workspaces.

                                                                                      The Workspaces explorer opens.
                                                                                    3. Right-click the custom contact workspace you want to add the field to and select Open.

                                                                                      You cannot edit the standard contact workspace, but you can copy it and edit the copy.
                                                                                    4. Click the Insert Field tab on the ribbon.

                                                                                    5. Click the Channel Usernames field, move the cursor to where you want to position the field on the workspace, and click to place the field.

                                                                                    6. To change the field label, adjust the size, make it a read-only field, or make it a required field, click the field on the workspace and select options on the ribbon’s Design tab.

                                                                                    7. Click Save.

                                                                                    8. Assign this workspace to a profile used by your agents. See Overview: Profiles if you need help with this process.

                                                                                      Edit a channel type

                                                                                      You can permit staff members and contacts to add and edit social media user names based on the channel type visibility settings.

                                                                                      1. Click Configuration on the navigation pane.

                                                                                      2. Expand Application Appearance, and then double-click Customizable Menus.

                                                                                        The Customizable Menus tree opens on the content pane.
                                                                                      3. Click the System Menus drop-down arrow, then click Channel Types.

                                                                                        The Channel Types editor is displayed.
                                                                                      4. To rename a channel:

                                                                                        1. Click it in the Label column.

                                                                                          The Interface Visibility section displays, showing the names of all available interfaces, the languages they are implemented in, and the language-specific label of the channel.
                                                                                        2. Type the new name for the channel type. When you move to another field, the Label field in the Interface Visibility section is populated with the name you typed.

                                                                                          Note: When using multiple-language interfaces, type the label in the Label field in the language of the interface.
                                                                                      5. To remove channel type visibility for staff members and contacts, clear the Contact Visible check box next to the applicable channel type.

                                                                                        This removes staff member visibility for the channel type in the Channel Usernames field on custom contact workspaces. In addition, visibility is removed from the applicable widget on the customer portal.
                                                                                      6. To change the display sequence of channel types on the custom contact workspace and the customer portal, click the up or down arrow next to the Contact Visible column.

                                                                                      7. Click Save.

                                                                                        Add or edit a contact role

                                                                                        Contact roles allow sales representatives to identify contacts according to their role in opportunities.

                                                                                        Contacts can be associated with multiple opportunities, but their roles in each opportunity can be different. For example, a contact might be a buyer in one opportunity and a reference in another. By defining contact roles, your sales representatives can select a contact role for the contacts associated with an opportunity. Based on this information, your staff members know which contact to work with at each point in the sales cycle.

                                                                                        Contact roles are specific to Opportunity Tracking. Therefore, staff members see the Set Contact Role button only when they edit contacts that are associated with an opportunity.

                                                                                        1. Click Configuration on the navigation pane.

                                                                                        2. Expand Application Appearance, and then double-click Customizable Menus.

                                                                                          The Customizable Menus tree opens on the content pane.
                                                                                        3. Expand the System Menus folder.

                                                                                        4. Click Contact Roles to display the editor.

                                                                                        5. Do one of the following:

                                                                                          • To add a contact role, click New.
                                                                                          • To add a new contact role directly under an existing contact role in the tree, select the existing contact role and click New.
                                                                                          • To edit a contact role, click it in the tree.
                                                                                        6. Enter a name for a new contact role or edit an existing one in the Label column.

                                                                                          The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
                                                                                        7. Enter any notes regarding the contact role in the Notes field.

                                                                                        8. Click Save.

                                                                                        Add or edit an opportunity status

                                                                                        Opportunity statuses represent the current state of opportunities in your knowledge base.

                                                                                        When staff members assign a status to an opportunity, one of the seven default opportunity status types is also assigned. The seven default opportunity statuses include Lead, Reject, Active, Closed, Lost, Inactive, and Dead. You can define additional statuses if you need them. For example, if your organization uses a Pending custom opportunity status that is assigned the Active status type, any opportunities set to the Pending status will be considered active. The default status types are displayed in the drop-down menu in the Status column on the editor.

                                                                                        Note: If you delete a custom opportunity status, all opportunities set to that status are changed to the default status with the same status type. For example, if you delete a custom opportunity status with the status type Active, all opportunities that were associated with that status are changed to the Active opportunity status with the Active status type.
                                                                                        1. Click Configuration on the navigation pane.

                                                                                        2. Expand Application Appearance, and then double-click Customizable Menus.

                                                                                          The Customizable Menus tree opens on the content pane.
                                                                                        3. Expand the System Menus folder.

                                                                                        4. Click Opportunity Statuses to display the editor.

                                                                                        5. Do one of the following:

                                                                                          • To add an opportunity status, click New.
                                                                                          • To add a new opportunity status directly below an existing opportunity status in the tree, select the existing opportunity status and click New.
                                                                                          • To edit an opportunity status, click it in the tree.
                                                                                          Note: You can change the names of the default opportunity statuses, but the functionality of each remains the same. Opportunities with the same status type behave the same way, regardless of their name.
                                                                                        6. Enter a name for a new opportunity status or edit an existing one in the Label column.

                                                                                          The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
                                                                                        7. Click the Status drop-down menu and select a status type.

                                                                                          After you save an opportunity status, you cannot change its status type.
                                                                                        8. Click Save.

                                                                                        Add or edit a competitor

                                                                                        A competitor is any individual or organization who is selling goods or services in the same industry as your organization. When adding or editing an opportunity, sales representatives can select from a list of competitors that you define.

                                                                                        Using this information, you can track which other parties are competing for your opportunities and whether your organization is winning or losing to them.

                                                                                        1. Click Configuration on the navigation pane.

                                                                                        2. Expand Application Appearance, and then double-click Customizable Menus.

                                                                                          The Customizable Menus tree opens on the content pane.
                                                                                        3. Expand the System Menus folder.

                                                                                        4. Click Competitors to display the editor.

                                                                                        5. Do one of the following:

                                                                                          • To add a competitor, click New.
                                                                                          • To add a new competitor directly below an existing competitor in the tree, select the existing competitor and click New.
                                                                                          • To edit a competitor, click it in the tree.
                                                                                        6. Enter a name for a new competitor or edit an existing one in the Label column.

                                                                                          The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
                                                                                        7. If you do not want the competitor to be visible on the interface, clear the Visible check box.

                                                                                        8. Click Save.

                                                                                        Add or edit a win loss reason

                                                                                        When adding or editing an opportunity, sales representatives can select from a list of win/loss reasons that you define.

                                                                                        Using this information, you can track the main reasons why your organization is winning or losing opportunities.

                                                                                        1. Click Configuration on the navigation pane.

                                                                                        2. Expand Application Appearance, and then double-click Customizable Menus.

                                                                                          The Customizable Menus tree opens on the content pane.
                                                                                        3. Expand the System Menus folder.

                                                                                        4. Click Win/Loss Reasons to display the editor.

                                                                                        5. Do one of the following:

                                                                                          • To add a win/loss reason, click New.
                                                                                          • To add a new win/loss reason directly below an existing win/loss reason in the tree, select the existing incident win/loss reason and click New.
                                                                                          • To edit a win/loss reason, click it in the tree.
                                                                                        6. Enter a name for a new win/loss reason or edit an existing one in the Label column.

                                                                                          The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
                                                                                        7. If you do not want the win/loss reason to be visible on the interface, clear the Visible check box.

                                                                                        8. Click Save.

                                                                                        Adding and editing industry types

                                                                                        Industry types allow staff members to classify organizations according to the industry they are associated with. When adding or editing an opportunity, sales representatives can select from a list of industry types that you define.

                                                                                        Using this information, you can track which industries your customers are associated with.

                                                                                        The standard opportunity workspace does not contain a field for industry type. If you want your sales representatives to add information about industry types, you must add the Industry field to an opportunity workspace and assign that workspace to the profile used by sales representatives. See Add the Industry field to an opportunity workspace to add this field to an opportunity workspace. Also see Create a workspace.

                                                                                        To add or edit an industry type, see Add or edit an industry type.

                                                                                          Add the Industry field to an opportunity workspace

                                                                                          Industry types allow staff members to classify organizations according to the industry with which they are associated. If you want your sales representatives to add information about industry types, you must add the Industry field to an opportunity workspace and assign that workspace to the profile used by sales representatives.

                                                                                          Note: The standard opportunity workspace does not contain a field for industry type.
                                                                                          1. Click Configuration on the navigation pane.

                                                                                          2. Expand Application Appearance, and then double-click Workspaces.

                                                                                            The Workspaces explorer opens.
                                                                                          3. Right-click the custom opportunity workspace you want to add the field to and select Open.

                                                                                            You cannot edit the standard opportunity workspace, but you can copy it and edit the copy.
                                                                                          4. Click the Insert Field tab on the ribbon.

                                                                                          5. Click Opportunity Fields and select Organization Fields to view organization fields you can add to the workspace.

                                                                                          6. Click the Industry field, move the cursor to where you want to position the field on the workspace, and click to place the field.

                                                                                          7. To change the field label, adjust the size, make it a read-only field, or make it a required field, click the field on the workspace and select options on the ribbon’s Design tab.

                                                                                          8. Click Save.

                                                                                          9. Assign this workspace to the profile used by sales representatives. See Overview: Profiles if you need help with this process.

                                                                                            Add or edit an industry type

                                                                                            Industry types allow staff members to classify organizations according to the industry they are associated with. When adding or editing an opportunity, sales representatives can select from a list of industry types that you define.

                                                                                            1. Click Configuration on the navigation pane.

                                                                                            2. Expand Application Appearance, and then double-click Customizable Menus.

                                                                                              The Customizable Menus tree opens on the content pane.
                                                                                            3. Expand the System Menus folder.

                                                                                            4. Click Industry Types to display the editor.

                                                                                            5. Do one of the following:

                                                                                              • To add an industry type, click New.
                                                                                              • To add a new industry type directly below an existing industry type in the tree, select the existing industry type and click New.
                                                                                              • To edit an industry type, click it in the tree.
                                                                                            6. Enter a name for a new industry type or edit an existing one in the Label column.

                                                                                              The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
                                                                                            7. If you do not want the industry type to be visible on the interface, clear the Visible check box.

                                                                                            8. Click Save.

                                                                                              Add or edit a lead rejection type

                                                                                              A lead is an opportunity that has been prequalified by your marketing or service department, associated to a sales stage with a Lead status type, and assigned to a sales representative. Sales representatives can either accept or reject a lead.

                                                                                              When sales representatives reject leads, they must select from a list of lead rejection types. Using this information, you can track why leads are being rejected.

                                                                                              1. Click Configuration on the navigation pane.

                                                                                              2. Expand Application Appearance, and then double-click Customizable Menus .

                                                                                                The Customizable Menus tree opens on the content pane.
                                                                                              3. Expand the System Menus folder.

                                                                                              4. Click Lead Rejection Types to display the editor.

                                                                                              5. Do one of the following:

                                                                                                • To add a lead rejection type, click New.
                                                                                                • To add a new lead rejection type directly below an existing lead rejection type in the tree, select the existing lead rejection type and click New.
                                                                                                • To edit a lead rejection type, click it in the tree.
                                                                                              6. Enter a name for a new lead rejection type or edit an existing one in the Label column.

                                                                                                The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
                                                                                              7. If you do not want the lead rejection type to be visible on the interface, clear the Visible check box.

                                                                                              8. Click Save.

                                                                                              Business Rules

                                                                                              Overview: Business rules

                                                                                              Business rules are powerful tools for simplifying and automating common business tasks. They link data from all Oracle Service Cloud products in the knowledge base, resulting in a responsive, consistent customer experience.

                                                                                              Business rules help you provide a consistent, accurate, and timely experience for customers while streamlining the efficiency of staff members. When the rules engine updates information automatically and immediately, your entire organization has access to a knowledge base that is accurate and current in every customer interaction. For example, marketing staff members always know a customer’s email preferences, even when the customer changes opt-in choices. Sales representatives can be sensitive to a prospective customer when they know the customer is experiencing technical support issues. And agents can reinforce your organization’s marketing campaigns when they know what emails a customer has received.

                                                                                              Besides the many advantages of keeping the knowledge base accurate and current, business rules also let staff members work efficiently and consistently. When you create rules to answer routine customer questions, customers enjoy an immediate response. At the same time, staff members work more productively without the distraction of repetitive tasks. As a result, they can deliver more responsive customer service and follow-up.

                                                                                              Oracle Service Cloud products have eight rule types: Contact, Organization, Task, Incident, Answer, Chat, Offer Advisor, Opportunity, and Custom Object. Each of these sets of rules—including the associated states, functions, and variables—is a rule base. The entity to which a rule base applies—answer, incident, contact, chat, opportunity, organization, target (for Offer Advisor rules), task, or custom object—is known as the object type.

                                                                                              Note: Every object type has its own rule base, and every rule base is separate from other rule bases. The contacts rule base processes only contacts, the organizations rule base processes only organizations, and so on.

                                                                                              A business rule is simply an “if-then” statement: If these conditions apply, then take this action. For example, if a customer has a billing question, then route the incident to an accounting staff member. If a new contact is from the East Coast, then send a marketing email about the opening of a New York store. If an agent proposes an answer for the knowledge base, then route that answer to the knowledge engineer for review.

                                                                                              Business rules can also include an Else clause. If the conditions of the rule are not met, the Else clause specifies the action that should be taken. For example, if a customer has a billing question, a rule can route the incident to accounting. If the question is not about billing (that is, the incident does not match the rule’s condition), you can add an Else clause to route it to technical support.

                                                                                              Business rules route incidents to the suitable support person, notify an engineer when answers in the knowledge base should be reviewed, and automatically answer customer questions. They send marketing emails and surveys. They escalate overlooked opportunities and set strategies based on conditions you define. Rules also update contacts and organizations, set custom fields, and assign tasks. For specific examples of business rules with a discussion of the logic used to create them, see Examples: Business rules.

                                                                                              How are rules processed?

                                                                                              The rules engine is the software that processes the rules in a rule base.

                                                                                              The rules engine begins processing when:

                                                                                              • Staff members add or edit answers, contacts, incidents, opportunities, organizations, or tasks.

                                                                                              • Customers submit questions on the Ask a Question page.

                                                                                              • Customers update their contact records or incidents.

                                                                                              • Customers request chat sessions.

                                                                                              The rules engine looks at every new or updated object and checks to see if the conditions of any rules are met. If a rule’s conditions are met, the action associated with that rule occurs.

                                                                                              Assume, for example, that you add a contact. Adding the contact triggers the rules engine to begin processing rules in the contact rule base. The rules engine applies rules to the contact, checking to see if the contact matches the conditions of any of the rules. If the contact matches the conditions of a rule, the rules engine executes the action in that rule. The action might apply an SLA to the contact, set the state, send a marketing email, or perform any other action in the contact rule base. If the contact matches conditions in multiple rules, the actions of all those rules occur.

                                                                                              The next time the contact record is updated by the customer or a staff member, the rules engine processes the contact again.

                                                                                              Note: The rules engine is triggered when the contact (or other object) is updated, not when the rule base is updated. If you create or edit a rule, objects are not evaluated to see if they meet the conditions of the new or updated rule. Rules processing happens only when objects are added or updated.

                                                                                                Incorporating business rules in your organization

                                                                                                There are many ways you can use rules to automate workflow in your organization.

                                                                                                The following applications include common ways to use business rules.

                                                                                                Route incoming incidents—Use rules to route incoming questions to the most qualified staff member, group, or queue based on criteria you define, such as product, incident severity, or language.

                                                                                                Escalate answers, incidents, opportunities, and tasks—Assess potential problems and alert managers to critical issues by using escalation levels. Identify tasks with elapsed deadlines, and escalate incidents that have not received timely responses. Escalate answers to ensure adequate review, and follow up on opportunities to prevent ignoring potential sales.

                                                                                                Update answers, contacts, incidents, opportunities, organizations, and tasks and notify staff members—Create rules to consistently handle and track updates to answers, contacts, incidents, opportunities, organizations, and tasks and notify staff members when assignments have changed.

                                                                                                Suggest answers to incoming questions—Business rules let you suggest answers to customers’ questions before they submit them. When rules successfully answer questions, fewer incidents are added, reducing agents’ workloads.

                                                                                                Create SLA instances for contacts and organizations—Automatically apply SLA instances for contacts and organizations. For example, create a rule to apply SLA instances to all customers who submit questions about a new product. See Overview: Service level agreements.

                                                                                                Route chat requests to queues—Route requests for chat sessions to a specific queue to manage chats optimally. See Overview: Chat for agents, supervisors, and customers for information about chat sessions.

                                                                                                Send marketing email—Send email to contacts who meet specific conditions. For example, send a regional email message to all contacts within a specific geographic area or a product-specific message for opportunities with a certain status. See Overview: Mailings for complete details about creating, managing, and sending marketing email.

                                                                                                Conduct surveys—Automatically distribute surveys to customers to monitor customer satisfaction and other performance measures. See Overview: Surveys for complete details about creating, managing, and sending surveys.

                                                                                                Define target customers for promotions—Use Offer Advisor rules to assign customers who meet certain criteria to specific target groups. Then agents who are solving incidents can use Offer Advisor to present offers to eligible customers. See Overview: Offer Advisor administration for information about configuring Offer Advisor and Overview: Incidents to learn how agents use the feature.

                                                                                                Best practices: Planning business rules

                                                                                                Before you begin creating rules for your organization, it is important to examine your business processes, including how you update contacts and organizations, handle incidents and answers, route requests for chats, follow up opportunities, and define targets for marketing promotions.

                                                                                                After you have a clear idea of the processes your organization uses, you can develop an effective method for applying business rules to automate these processes. This section describes the essential steps to help you get started.

                                                                                                Identify and outline business processes—To create a more efficient system for handling routine procedures, first outline the procedures to determine what processes can be automated.

                                                                                                For example, if you routinely assign questions about one product to a certain queue, you can create a rule to automatically route those incidents to the queue. Or if opportunities are not followed up promptly, rules can escalate those opportunities after a certain amount of time.

                                                                                                Review the following list of questions to trigger ideas for designing business rules that can increase efficiency in your organization:

                                                                                                • How do you handle incoming customer questions?

                                                                                                • What is the review process when answers are created?

                                                                                                • What happens when incidents are reassigned to other agents?

                                                                                                • How does management get involved when incidents remain unresolved?

                                                                                                • What happens when sales opportunities are identified?

                                                                                                • How are prospective customers contacted?

                                                                                                • How do you identify target groups for promotions?

                                                                                                • How can you group incoming customer questions and route them most effectively?

                                                                                                • Which inquiries are not being handled properly?

                                                                                                • What other processes can you use to automatically route and manage incoming questions, responses, and updates?

                                                                                                Develop a rules flowchart—Flowcharts are useful for viewing and grouping processes to determine the best way to apply business rules. Creating a flowchart can help you:

                                                                                                • Organize business processes.

                                                                                                • Gain process consensus between management and staff.

                                                                                                • Develop a blueprint for staff training.

                                                                                                • Develop thorough testing methods with less backtracking.

                                                                                                • Create an overview of the information management process.

                                                                                                • Provide a future point of reference.

                                                                                                Review functionality of rules—After mapping your organization’s processes, review what rules can do to automate them. When you understand how rules function, you can begin planning ways to implement them.

                                                                                                Create rules—Once you understand how rules work, you can create rules to automate business processes. Begin by reviewing the flowchart of current processes to determine the most appropriate methods for automating routine processes.

                                                                                                Prioritize processes for applying rules—You must consider the organization of states, functions, and rules to ensure that rules perform as you intend them to. Rules in a state process in order until all the rules process or until a rule transitions to a function or a different state or stops processing.

                                                                                                Verify and fine-tune rules—An important part of configuring rules is verifying that they perform as expected.

                                                                                                Train staff—Once you set up rule bases, you must train your staff. They should be familiar with how your organization handles routine business procedures, how rules automate those procedures, and how their positions play a role in rules processing.

                                                                                                Evaluate processes and rules as required—Once you start adding rules to automate processes and become more familiar with them, you can consider more efficient and effective ways to route and manage data. Periodically reevaluate your business processes looking for more effective ways to handle questions, responses, updates, and opportunities. Also reevaluate when your organization experiences workflow changes. For example, update routing rules when staff accounts are added or removed.

                                                                                                As you examine your business processes and think about automating them with rules, it is helpful to understand how to design effective business rules. Elements of rules and rule bases provides an overview of the elements of business rules so you can begin designing and working with rules.

                                                                                                Elements of rules and rule bases

                                                                                                Before you create a rule base, you should be familiar with the elements of rules and rule bases and how these elements are related.

                                                                                                When you open the rules editor, the left side of the content pane displays the rules in each of the rule base’s states and functions as well as a list of the rule base’s variables. The right side of the content pane is the editor, which lets you add and edit states, functions, and variables for a rule base. This is also where you add and edit conditions and actions for individual rules.

                                                                                                States and functions—States and functions provide a way for you to organize business rules and define the sequence for processing rules. Each rule base must have at least one state—the initial state—before rules processing can begin.

                                                                                                Variables—A variable is a piece of data with a value that can change during rules processing. You define what its default, or starting, value should be. Then, based on conditions you specify, the variable can be modified by rule actions. You can also use the value of a variable as a condition of a rule. The value of the variable is temporary, existing only during the particular rules processing session. When rules processing is started the next time, the variable’s value is reset to the default value.

                                                                                                Conditions—A rule is basically an “if-then” statement. If something meets this condition, then take this action. The “if” statement is the rule’s condition. An example of a condition statement is “If the contact’s state equals Montana.” Each rule base has a unique set of conditions that the rules engine can use to evaluate the object.
                                                                                                Note: Keep in mind that having multiple conditions in a rule is more common than having only one. For the sake of simplified discussion, assume that any singular “condition” referenced in this section may actually be a set of conditions.

                                                                                                Logical expressions—When you add two or more conditions, rules processing uses a logical expression to define the relationship of the conditions. Logical expressions join conditions using an AND (&) or an OR (|) relationship between them. For example, you might want to look for customers who have purchased Product A and who have also purchased a one-year warranty. Or you might want to find customers who have purchased Product A or Product B. The default logical expression joins all conditions with AND. If you want all conditions to apply, it is not necessary to edit the logical expressions.

                                                                                                Actions—Actions comprise the “then” part of an “if-then” rule or the “then” and “else” parts of an “if-then-else” rule. If the conditions you specified in a rule are met, then the rules engine implements the rule’s actions. The list of available actions depends on the rule’s object type. An action can be as simple as stopping the rules processing or more complex, such as assigning an incident to an agent, sending that agent a notification, and defining an escalation process if the incident is not resolved within a certain time frame.

                                                                                                  States and functions in business rules

                                                                                                  States and functions provide a way for you to organize business rules and define the sequence for processing rules. Each rule base must have at least one state—the initial state—before rules processing can begin.

                                                                                                  The states and functions are listed alphabetically in the Rules tree, and the rules within each state and function are listed in the order in which you want them to execute.

                                                                                                  You can add as many states as you need for each stage of your business. You can set up rules in the initial state, for example, that are applied to all new opportunities (or other object type, depending on the rule base). Then, depending on the conditions of rules in the initial state, you can transition the opportunity into another state to continue processing the rules in that state.

                                                                                                  For example, you might want to evaluate each new opportunity and assign it to a specific sales group. You could add rules in the initial state that transition to states called Government Agencies, Educational Institutions, or Medical Groups, depending on the industry type of the organization. Those states could contain rules that are unique to opportunities in the different industries.

                                                                                                  Like states, functions are also containers for rules. Functions are useful for grouping sets of rules that you want to use in several places. You can set up many separate rules that call the same function, or set of rules, thereby reducing the number of individual rules you need. When a rule in one state calls a function, all the rules within that function process. After all the rules in the function process, the rules engine resumes processing in the original state with the next rule in that state.

                                                                                                  Note: The primary difference between states and functions is what happens when the rules engine processes the last rule. When the last rule in a state is processed, the rules engine stops processing (unless it encounters a stop processing rule before the last rule or it transitions to a function or another state). When the last rule in a function is processed, the rules engine proceeds to the next rule in the state from which the function was called.

                                                                                                  While functions are powerful tools for grouping rules, avoiding duplication, and making maintenance easier, you are not required to use them in a rule base. You can still take advantage of the powerful features of business rules by adding as many states as you need, based on the processes you want to automate, and then creating rules within each state.

                                                                                                    Variables in business rules

                                                                                                    A variable is a temporary data item that is assigned a default value at the start of rules processing. The variable can be modified by rule actions during processing.

                                                                                                    Other rules can then use it as a condition for triggering certain actions based on its value. The value of the variable is not stored in the database, so it returns to its default value the next time the rules engine begins processing.

                                                                                                    Note: A custom field can be used to accomplish the same function as a variable. If you are deciding whether to use a custom field or a variable, ask yourself whether you need the data for future reference. A variable is temporary, so it returns to the initial value each time the rules engine is run. A custom field, on the other hand, is fixed. That is, at the end of rules processing, it stores the final value in the database to be available at the start of the next round of rules processing for the object.

                                                                                                    Rule variables are useful when you want to accumulate a value and save it conditionally or perform some action based on the accumulated value. A common example of a variable is a score. You can modify a variable based on whether the object being evaluated matches rule conditions. Then you can assign different actions based on the variable’s value. For an example of a rule using a variable, see Creating a variable to measure service quality.

                                                                                                    See Add or edit a variable for the procedure to add or edit a variable.

                                                                                                    The rule actions for each type of variable are listed in the following table.

                                                                                                    Table Rule Actions for Variables

                                                                                                    Variable Data Type Actions
                                                                                                    Integer
                                                                                                    • Set equal to an absolute value.

                                                                                                    • Increment by n.

                                                                                                    • Decrement by n.

                                                                                                    • Set equal to the value of another integer variable or custom field.

                                                                                                    Text Field
                                                                                                    • Set equal to an absolute string.

                                                                                                    • Prepend character string.

                                                                                                    • Append character string.

                                                                                                    • Set equal to the value of another character variable or custom field.

                                                                                                    See Setting custom fields and variables for information about how leading and trailing spaces are handled when rule actions are used to set variables.

                                                                                                    Date Field
                                                                                                    • Set equal to an absolute value.

                                                                                                    • Increment by n days.

                                                                                                    • Decrement by n days.

                                                                                                    • Set equal to the value of another date variable or custom field or object date or date/time field.

                                                                                                    Date/Time
                                                                                                    • Set equal to an absolute value.

                                                                                                    • Increment by n days, hours, or minutes.

                                                                                                    • Decrement by n days, hours, or minutes.

                                                                                                    • Set equal to the value of another date/time variable or custom field or object date or date/time field.

                                                                                                    Rules processing order

                                                                                                    All the rules in a state process in the order you specify.

                                                                                                    Rules processing for new objects begins in the state you have designated as the initial state. (Existing objects begin in whatever rule state they were in when they were last updated.) The only way rules other than those in the initial state process is if rules in that state have actions that transition to another state or call a function. Otherwise, rules processing for new objects ends when the rules engine reaches the last rule in the initial state.

                                                                                                    Note: The Offer Advisor rule base is an exception to the requirement for an initial state. Because only one state—Targets—is permitted for this type of rule, this state is the default when you open Offer Advisor rules. You cannot add states or functions in Offer Advisor rules. See Overview: Offer Advisor administration.

                                                                                                    By default, when rules processing transitions to another state or calls a function, it begins processing all the rules in that state or function and continues until it reaches the end. However, you can stop processing by adding an action such as Stop Processing Rules, Transition State and Stop, Transition State and Continue, or Call Function.

                                                                                                    Creating rule bases

                                                                                                    An object’s rule base includes all the rules, states, functions, and variables associated with that object. The process for creating a rule base consists of creating all the elements that make up the rule base and includes the following main steps.

                                                                                                    1. Open the Rules editor and select the object type of the rule base (answer, contact, incident, chat, opportunity, organization, task, or Offer Advisor) on the ribbon.

                                                                                                    2. Create an initial state for the rule base.

                                                                                                    3. Add additional states, functions, and variables as necessary.

                                                                                                    4. Add rules to each state and function.

                                                                                                    5. Reorder the rules within states and functions as necessary.

                                                                                                    6. Activate the rule base.

                                                                                                    7. Verify that the rules are performing as expected.

                                                                                                    Note: This process, especially states and functions, does not apply to custom object business rules, which use the new business rules engine. See Creating business rules for custom objects for more information.

                                                                                                    Add a state

                                                                                                    The following procedure explains how to add a state to the contact rule base. However, the steps are the same for adding states to any rule base.

                                                                                                    1. Click Configuration on the navigation pane.

                                                                                                    2. Expand Site Configuration, then double-click Rules.

                                                                                                    3. Click Contact to view active contact rules.

                                                                                                      When viewing active rules in a rule base, you see the rules that are currently used to manage contacts or other records on your site.
                                                                                                    4. Click Edit to enter the edit mode. The rules you see in this mode are not used on your site until you activate them.

                                                                                                    5. Right-click States, then select New State.

                                                                                                    6. Type the name of the state in the State Name field.

                                                                                                      Choose meaningful names for states based on the processes you want to automate. For example, you might name the initial state Initial or Created, and name other states Updated, Work in Progress, Review, or whatever best describes the rules within the state.
                                                                                                    7. To add a note about the state, type comments in the Notes field.

                                                                                                    8. To make this state the initial state, select the Initial State check box.

                                                                                                      You must have one state (and only one) designated as the initial state before you can compile the rule base.
                                                                                                    9. Click Save to save the state.

                                                                                                      The state now appears in the Rules tree.
                                                                                                    10. To add more states, repeat this procedure from step 5.

                                                                                                    Add a function

                                                                                                    The following procedure explains how to add a function to a rule base.

                                                                                                    1. While editing a rule base, right-click Functions in the rules tree, then select New Function.

                                                                                                      The Functions editor is activated.
                                                                                                    2. Type the name of the function in the Function Name field. Use a name that identifies the function’s performance, for example, Escalation.

                                                                                                    3. To add a note about the function, type comments in the Notes field.

                                                                                                      After you save the function, you can hover over it in the tree to view the note.
                                                                                                    4. Click Save to save the function, which appears in the tree.

                                                                                                    5. To add more functions, repeat these steps.

                                                                                                      Add or edit a variable

                                                                                                      The following procedure describes the steps to add a variable or edit an existing one.

                                                                                                      1. Click Configuration on the navigation pane.

                                                                                                      2. Expand Site Configuration, then double-click Rules.

                                                                                                      3. Click the button for the rule type to which you want to add the variable.

                                                                                                        The incident rule base is selected by default.
                                                                                                      4. Click Edit.

                                                                                                      5. Do one of the following:

                                                                                                        • Right-click Variables in the Rules tree, then select New Variable.
                                                                                                        • Right-click a variable, then select Edit Variable.
                                                                                                        The editor is activated.
                                                                                                      6. Enter the field information for the rule variables described in the following table.

                                                                                                        Table Rule Variables Editor

                                                                                                        Field Description
                                                                                                        Rule Variable Name Type the name of the rule variable in this field.
                                                                                                        Data Type Select the variable’s data type. The options include Integer, Text Field (to a maximum of 255 characters), Date Field, and Date/Time. After you have saved a variable, you cannot edit its data type.
                                                                                                        Default Type a value that will be the variable’s initial value every time the rules engine is invoked in the rule base.
                                                                                                        Notes Type any note you want to add to the variable. The note will be visible when you hover over the variable in the tree.
                                                                                                      7. Click Save to save the variable.

                                                                                                      8. To delete a variable, right-click it, select Delete Variable, and then confirm that you want to delete the variable.

                                                                                                        If the variable you are trying to delete is used in any rule, a variable dependency list shows which rules use the variable. You must delete the condition or action of any rule using the variable before you can delete the variable. See Resolving dependencies.

                                                                                                        Add a rule

                                                                                                        After you add states and functions for an object type, you can add rules.

                                                                                                        Caution: An extremely high number of complex rules can cause the system to run out of memory and cause errors. If, for example, you have more than 675 highly complex rules (each with 20 conditions, 20 Then actions, and 20 Else actions), then memory errors are likely to occur. More than 1,000 rules of moderate complexity (3 conditions, 5 Then actions, and 3 Else actions) can be run without error, although it might take more than a minute to save the rule base.
                                                                                                        The basic steps for adding a rule are similar for all types of rules, although the condition and action options available vary by rule type. The procedure shown here uses opportunity rules as an example.
                                                                                                        1. Click Configuration on the navigation pane.

                                                                                                        2. Expand Site Configuration, then double-click Rules.

                                                                                                        3. Click Opportunity on the ribbon to view active opportunity rules.

                                                                                                        4. Click Edit on the ribbon to enter the edit mode.

                                                                                                        5. Right-click the state or function to which you want to add the rule, then select New Rule.

                                                                                                          The Edit Opportunity Rule window opens.
                                                                                                        6. Type the name of the rule in the Rule Name field.

                                                                                                        7. To add a note about the rule, type comments in the Notes field. Add any information or special instructions that may be helpful when staff members hover over the rule in the Rules tree.

                                                                                                        8. To add a condition, click Add IF Condition Based On.

                                                                                                          Opportunity rule conditions include Opportunity, Contact, Organization, and Rule Variables (if variables have been added), each with a drop-down menu containing the fields for the condition. (Rules for other object types have different menus for selecting conditions. See Choosing conditions for a description of the conditions for each object.)
                                                                                                          Note: You might decide you want the rule’s actions to apply to all opportunities. In that case, you can create a rule that has only actions, but no conditions. The actions must be added to the Then clause.
                                                                                                          1. Select Opportunity, Contact, Organization, or Rule Variables to display the drop-down menu of fields, and select the field for the condition. (For example, select the Contact field with the Service State to identify contacts who have entered the system through customer support.)

                                                                                                          2. Click Select Operator and select the operator that applies to the field you selected. (Using the example from the previous step, if the operator is “equals,” different operators appear in the Select Operator drop-down menu when you select different fields.)

                                                                                                          3. Type the value.

                                                                                                        9. To add another condition to the rule, repeat the previous step.

                                                                                                          You can require that only one of the conditions be met before the rule action is executed, that all of them are met, or that some combination is required. To understand the relationships when a rule contains multiple conditions, see Editing logical expressions.

                                                                                                          In our example, add a second condition using a contact custom field called “Are you a current customer?” and set the field to equal No. This identifies customers who have expressed enough interest to call customer support, but who are not yet contacts.

                                                                                                        10. To delete a condition after you have added it to a rule, select the Delete Condition check box.

                                                                                                          The editor is refreshed.
                                                                                                        11. Click Add Action–Then to choose the action that will be executed if the conditions are met. In this example, the action is sending an email to a sales manager.

                                                                                                        12. Select the To Assignee check box. You will also need to select a staff member or group from the drop down. For example, to send the opportunity email to Sales, scroll down and select Sales.


                                                                                                          This figure shows the Sales option on the To Assignee drop-down menu.
                                                                                                        13. To add an action to the Else clause, click Add Action–Else and select an action. For example, contacts that do not match the rule’s conditions have an Opportunities or Outreach state or are already contacts. In that case, you might want to add an action that sends these contacts a survey to determine customer satisfaction.

                                                                                                        14. To delete an action after adding it to a rule, select the Delete Action check box.

                                                                                                          The editor is refreshed.
                                                                                                        15. To add more actions to the rule, repeat step 10 or 11, depending on whether you want to add the action to the Then or the Else clause.

                                                                                                        16. Click Save.

                                                                                                          Rule validation prevents saving meaningless rules. For example, a rule with no condition automatically executes the actions in the Then clause. If the rule also contains an Else clause, the rule is invalid because a non-existent condition cannot be unmatched. Rules with no action are also invalid.
                                                                                                          If the rule is successfully saved, it appears in the Rules tree under the appropriate state or function. If the save is not successful, a message prompts you to replace an invalid value or add a missing value.

                                                                                                        Choosing conditions

                                                                                                        The conditions of a rule compose its “if” statement. If these conditions are met, then the rules engine performs the action specified in the rule.

                                                                                                        Examples of conditions include “If the contact’s state equals Montana,” “If the incident’s customer thread contains ‘warranty’,” or “If the forecast for the opportunity is greater than $5,000.” The basic form of a condition is “If [this object] [has this relationship to] [the basis for comparing the object].”

                                                                                                        Tip: It is not necessary to add conditions to a rule. If, for example, you want the rule’s action to be applied to all objects, then simply do not add any condition to the rule.

                                                                                                        A condition contains these primary elements:

                                                                                                        • Field—The field is the element you want to consider in the rule. In the previous examples, the fields are state, customer thread, and forecast. Each type of rule (answer, contact, incident, chat, opportunity, organization, Offer Advisor, and task) has a set of fields that are used to add conditions for its rules.

                                                                                                        • Operator—The operator is the relationship between the field and the value. In the preceding examples, the operators are equals, contains, and greater than. The selection of operators varies with the field. Some are simply “equals” and “not equals,” while others express more complex relationships.

                                                                                                        • Value—The value is the comparison you want to make with the field. In the examples, the values are Montana, warranty, and $5,000. The format of the value changes, depending on the field. You might select a menu option, type a string of text, or select a check box or option to define the value.

                                                                                                        The fields are organized according to their type. In the first example (“If the contact’s state equals Montana”), the “state” field is a contact field. The second example has the field “customer thread,” which is an incident field, and the third example’s field, “forecast,” is an opportunity field.

                                                                                                        When you click Add IF Condition Based On, a list of field types specific to the type of rule appears, each with a drop-down menu of the available fields. For example, contact rules let you select Contact and Organization fields, while incident rules let you select Incident, Contact, and Organization fields.

                                                                                                        The following table lists the available field types for each rule base.

                                                                                                        Table Field Types for Rule Bases

                                                                                                        Rule Base Field Types
                                                                                                        Answer Answers
                                                                                                        Chat
                                                                                                        • Incident

                                                                                                        • Contact

                                                                                                        • Organization

                                                                                                        Contact
                                                                                                        • Contact

                                                                                                        • Organization

                                                                                                        Incident
                                                                                                        • Incident

                                                                                                        • Contact

                                                                                                        • Organization

                                                                                                        Opportunity
                                                                                                        • Opportunity

                                                                                                        • Contact

                                                                                                        • Organization

                                                                                                        Organization Organization
                                                                                                        Offer Advisor
                                                                                                        • Incident

                                                                                                        • Contact

                                                                                                        • Organization

                                                                                                        • Purchased Products

                                                                                                        Task
                                                                                                        • Tasks

                                                                                                        • Opportunity

                                                                                                        • Incident

                                                                                                        • Answers

                                                                                                        • Contact

                                                                                                        • Organization

                                                                                                        Some conditions depend on how you have configured your site. Customizable menu items, such as products, categories, and dispositions, appear as conditions only if they have been added. If the rules engine does not detect the presence of customizable menu items, custom fields, and other items, such as SLAs, mailboxes, Outreach emails and mailings, and Feedback surveys, they do not appear in the list of conditions. If you add them while you create rules, you must close the Rules editor and reopen it for them to display.

                                                                                                        Note: You can add items to a customizable menu that already has items in it without needing to close the Rules editor for them to be visible.

                                                                                                        In addition to the fields that are specific to each type of rule, all rules can use rule variables for rule conditions. If no variables have been defined in the rule base, the Rule Variables field type is disabled.

                                                                                                        Relative time conditions

                                                                                                        Relative time calculates the number of minutes or hours from the current time or from a specific event, such as time created or time updated.

                                                                                                        Several rule conditions let you select a date and time. For example, you might want to add a rule with the condition “If the task due date is within the range from April 1 to April 30.” The following conditions allow date/time selection.

                                                                                                        • Banner Updated for answers, contacts, incidents, opportunities, and organizations

                                                                                                        • Acquired and Created for contact rules

                                                                                                        • Created, Updated, Initial Contact, Forecast Close, Date Closed, Lost Date, and Recall for opportunity rules

                                                                                                        • Acquired for organization rules

                                                                                                        • Purchased Products Date Purchased for Offer Advisor rules

                                                                                                        • Completed Date, Created, Updated, Due Date, Planned Completion Date, and Start Date for task rules

                                                                                                        The ability to set a condition based on a specific date and time (whether that date/time value is before, after, equal to, or within a range you specify) is a useful tool. However, there may be times when you want to set a relative date/time value. For example, you may want a condition “If the task due date is less than 8 hours from now.” In that case, you can select a relative time for the rule’s condition. Relative time calculates the number of minutes or hours from the current time or from a specific event, such as time created or time updated.

                                                                                                        See Select the relative time condition using a task due date to set a relative time condition using a task’s due date, but the procedure is the same for setting other relative time conditions.

                                                                                                        Select the relative time condition using a task due date

                                                                                                        The following procedure shows you how to set a relative time condition using a task’s due date, but the procedure is the same for setting other relative time conditions.

                                                                                                        1. Click Configuration on the navigation pane.

                                                                                                        2. Expand Site Configuration, then double-click Rules.

                                                                                                        3. Click Task on the ribbon.

                                                                                                        4. Click Edit on the ribbon.

                                                                                                        5. Right-click the rule you want to add the relative time condition to, then select Edit.

                                                                                                        6. Click Add IF Condition Based On, then select Tasks > Due Date. In this example, assume you want to send a reminder email to staff members who have tasks due within the next eight hours.


                                                                                                          This figure shows the If window, where Tasks.Due Date appears with the relative check box cleared.
                                                                                                        7. Select the Relative check box to set the condition based on a time relative to the task’s due date.

                                                                                                        8. Click the drop-down menu above the Relative check box.

                                                                                                          The Relative Time window opens.
                                                                                                        9. Complete the fields in the Relative Time window.

                                                                                                          1. Click the Direction drop-down menu, then select + (Future).

                                                                                                          2. Type 8 in the Offset field.

                                                                                                          3. Click the Unit drop-down menu, then select Hours.

                                                                                                          4. Click Save to save your settings and close the Relative Time window.

                                                                                                        10. Click the drop-down menu next to the condition’s Relative check box, then select what you want the time you specified in step 9 to be compared.

                                                                                                          For example, if you wanted the rule to be triggered eight hours after a task is created, you could select Tasks.Created from the menu. In our example, you can leave the menu set to the default value of “ Now,” because you want this rule to be triggered eight hours after any event occurs that causes the rule to be checked (such as when a task is edited).
                                                                                                        11. Click the Select Operator drop-down menu, then select Less Than.

                                                                                                          In this example, we want the rule to be triggered when a task’s due date is less (earlier) than the relative time we specified.

                                                                                                        With this type of condition, you must add an action before you can save the rule. See Choosing actions.

                                                                                                          Custom fields and masks in conditions

                                                                                                          Before reviewing the conditions for each type of rule, it is important to understand how custom fields are handled and how to enter conditions for fields that use masks.

                                                                                                          If you have added custom fields for contacts, organizations, incidents, answers, or opportunities, they will appear in the condition drop-down menu.

                                                                                                          Some fields have masks that let you define a format for a field to ensure that staff members enter them correctly. For example, you might want to define a custom field for a catalog number that uses a mask to force the correct sequence of letters, numbers, and formatting characters.

                                                                                                          When you add a condition for any field that uses a mask, you must omit the formatting characters when you enter the value for that condition. For example, if you add a custom field with the ULF-M#M#, the entered data consists of an uppercase alphabetic character, a hyphen, and two numbers, such as M-63. If you want to create a rule using the custom field as a condition, the value for the condition must be “M63” and not “M-63” with the hyphen.

                                                                                                            Previous fields in conditions

                                                                                                            Previous fields allow you to detect changes that occur to the fields.

                                                                                                            Many conditions have “Previous” fields, including, for example, Previous Status, Previous Escalation Level, Previous Assigned, Previous Group, and Previous Strategy Hierarchy. These fields all contain the value currently stored in the database. The field reflects the value when the object is added or updated or when rules processing begins.

                                                                                                              Conditions for each rule base

                                                                                                              See the linked topics listed here to view the tables associated with each type of rule base.

                                                                                                              In each table, the first column lists the field, the second column describes what the field refers to, and the third column describes how to select the value, based on its format. For example, formats might include text that you type or a menu option you select.

                                                                                                              Note: When the format of a value consists of menu selections, you can choose multiple options by pressing Ctrl while making each selection. Or if the value displays check boxes, you can make multiple selections.

                                                                                                              Some conditions depend on how you have configured your site. Customizable menu items, such as products, categories, and dispositions, appear as conditions only if they have been added. If the rules engine does not detect the presence of customizable menu items, custom fields, and other items, such as SLAs, mailboxes, Outreach emails and mailings, and Feedback surveys, they do not appear in the list of conditions. If you add them while you create rules, you must close the Rules editor and reopen it in order for them to display.

                                                                                                              Note: You can add items to a customizable menu that already has items in it without needing to close the Rules editor for them to be visible.

                                                                                                              In addition to the fields that are specific to each type of rule, all rules can use rule variables for rule conditions. If no variables have been defined in the rule base, the Rule Variables field type is disabled.

                                                                                                              See the following topics for condition field details:

                                                                                                              Answer conditions

                                                                                                              When choosing answer conditions, select from the fields described in the following table and enter the value in the specified format.

                                                                                                              Table Conditions for Answers

                                                                                                              Field Description Selecting the Value
                                                                                                              Answer Access Answer’s access level. Select an access level from the menu.
                                                                                                              Status Answer’s status. Select a status from the menu.
                                                                                                              Previous Status Answer’s previous status. Select a status from the menu.
                                                                                                              Assigned Staff account in the answer’s Assigned field. Select a staff account from the menu.
                                                                                                              Group Group in the answer’s Assigned field. Select a group from the menu.
                                                                                                              Previous Assigned Answer’s previous assigned staff account. Select a staff account from the menu.
                                                                                                              Previous Group Answer’s previous group. Select a group from the menu.
                                                                                                              Language Selected language installed from a language pack. Select a language from the menu.
                                                                                                              Escalation Level Answer’s escalation level.

                                                                                                              This field is set through rules in the database and cannot be edited in the record. To view an answer’s escalation level, click the Info button on the ribbon when the answer is open.

                                                                                                              Select an escalation level from the menu.
                                                                                                              Previous Escalation Level Answer’s previous escalation level. Select an escalation level from the menu.
                                                                                                              Updated From Source of the most recent answer update. Select the check box that indicates where the answer was most recently updated.
                                                                                                              Banner Note Information entered by a staff member in the banner. Type text in the field.
                                                                                                              Banner Flag Importance of the banner. Select an importance level from the menu.
                                                                                                              Banner Updated Date and time the banner was last updated. Click the drop-down menu to open the current month’s calendar, then select a date and time the banner was updated. Or select a relative time.
                                                                                                              Banner Updated By Staff member who last updated the banner. Select a staff member from the menu.
                                                                                                              Product Products added on the Products/Categories/Disposition editor. Select the appropriate product check boxes.
                                                                                                              Category Categories added on the Products/Categories/Disposition editor. Select the appropriate category check boxes.
                                                                                                                Contact conditions

                                                                                                                When choosing contact conditions, select from the fields described in the following table and enter the value in the specified format.

                                                                                                                Table Conditions for Contacts

                                                                                                                Field Description Value Format
                                                                                                                Last Name Contact’s last name. Type text in the field.
                                                                                                                First Name Contact’s first name. Type text in the field.
                                                                                                                Source Source of the contact. Select the check box for the source of the contact.
                                                                                                                Updated From Source of the most recent contact update. Select the check box that indicates where the contact was most recently updated.
                                                                                                                Email–Primary Contact’s email address. Type text in the field.

                                                                                                                The maximum number of characters allowed in this field is 80.

                                                                                                                Email–Primary Invalid Whether the contact’s primary email address is determined to be invalid as a result of bounced email processing. Select the Yes or No option.
                                                                                                                Email–Alternate #1 Alternate email address. Type text in the field.

                                                                                                                The maximum number of characters allowed in this field is 80.

                                                                                                                Email–Alternate #1 Invalid Whether the contact’s first alternate email address is determined to be invalid as a result of bounced email processing. Select the Yes or No option.
                                                                                                                Email–Alternate #2 Second alternate email address. Type text in the field.

                                                                                                                The maximum number of characters allowed in this field is 80.

                                                                                                                Email–Alternate #2 Invalid Whether the contact’s second alternate email address is determined to be invalid as a result of bounced email processing. Select the Yes or No option.
                                                                                                                Login Contact’s user ID. Type text in the field.
                                                                                                                Contact Type Any contact type you have added. Select a contact type from the menu.
                                                                                                                Marketing Organization Name The name of the organization as it is used by Outreach. Type text in the field.
                                                                                                                Street Contact’s street address. Type text in the field.
                                                                                                                City Contact’s city. Type text in the field.
                                                                                                                State/Province Contact’s state or province. Select a state or province from the menu.
                                                                                                                Country Contact’s country. Select a country from the menu.
                                                                                                                Postal Code Contact’s postal code. Type text in the field.
                                                                                                                Office Phone Contact’s office phone number. Type text in the field using any formatting characters that appear in the record.
                                                                                                                Office Phone (Unformatted) Contact’s office phone number regardless of formatting characters. Type a numeric string in the field.
                                                                                                                Mobile Phone Contact’s mobile phone number. Type text in the field using any formatting characters that appear in the record.
                                                                                                                Mobile Phone (Unformatted) Contact’s mobile phone number regardless of formatting characters. Type a numeric string in the field.
                                                                                                                Fax Phone Contact’s fax number. Type text in the field using any formatting characters that appear in the record.
                                                                                                                Assistant Phone Phone number for the contact’s assistant. Type text in the field using any formatting characters that appear in the record.
                                                                                                                Assistant Phone (Unformatted) Contact’s assistant’s office phone number regardless of formatting characters. Type a numeric string in the field.
                                                                                                                Home Phone Contact’s home phone number. Type text in the field using any formatting characters that appear in the record.
                                                                                                                Home Phone (Unformatted) Contact’s home phone number regardless of formatting characters. Type a numeric string in the field.
                                                                                                                Service State Service check box selection for the State. Select the Yes or No option.
                                                                                                                Opportunities State Opportunity Tracking check box selection for the State. Select the Yes or No option.
                                                                                                                Outreach State Outreach check box selection for the State. Select the Yes or No option.
                                                                                                                Disabled Disabled Flag status on the contact record. Select the Yes or No option.
                                                                                                                Global Opt-in Contact’s decision to receive mailings. Select the Yes or No option.
                                                                                                                Survey Opt-in Contact’s decision to participate in surveys. Select the Yes or No option.
                                                                                                                Email Format Preference Contact’s preference for email format (text, HTML, multipart, or unspecified). Select a mail type from the menu.
                                                                                                                Acquired Date the contact was acquired as a customer. Click the drop-down menu to open the current month’s calendar, then select a date the contact was acquired. Use the arrows at the top to change the month if necessary.
                                                                                                                Created Date the contact record was created. Click the drop-down menu to open the current month’s calendar, then select a date the contact was acquired.
                                                                                                                Banner Note Information entered by a staff member in the banner. Type text in the field.
                                                                                                                Banner Flag Importance of the banner. Select an importance level from the menu.
                                                                                                                Banner Updated Date and time the banner was last updated. Click the drop-down menu to open the current month’s calendar, then select a date and time the banner was updated. Or select a relative time.
                                                                                                                Banner Updated By Staff member who last updated the banner. Select a staff member from the menu.
                                                                                                                  Incident conditions

                                                                                                                  When choosing incident conditions, select from the fields described in the following table and enter the value in the specified format.

                                                                                                                  Incident rules use all fields with the exception of Chat Queue ID. Fields used by the other rule types (chat, Offer Advisor, and task rules) are indicated in the fields’ descriptions.

                                                                                                                  Table Conditions for Incidents

                                                                                                                  Field Description Value Format
                                                                                                                  Customer Thread All customer threads in the incident. Type text in the field.
                                                                                                                  Staff Thread All staff response threads in the incident. Type text in the field.
                                                                                                                  Proposed Response Incident’s Proposed Response field (uncommitted response thread). Type text in the field.
                                                                                                                  Reference # Incident’s Reference # field. (Also used in task rules.) Type text in the field.
                                                                                                                  Subject Subject of an incoming email or incident. This also refers to the Subject field on the Ask a Question page or API incident source. (Also used in task rules.) Type text in the field.
                                                                                                                  Status Incident’s status. (Also used in task rules.) Select a status from the menu.
                                                                                                                  Previous Status Incident’s previous status. Select a status from the menu.
                                                                                                                  Previous Assigned Staff member previously assigned to the incident. Select a staff account from the menu.
                                                                                                                  Previous Group Group previously assigned to the incident. Select a group from the menu.
                                                                                                                  Channel Source of an incoming incident or outgoing response. Channels are grouped as standard email channels (CSS Email, MA Email, Phone, Fax, Post, CSS Web, MA Web, Chat, and Email) and social channels (community, Twitter, YouTube, RSS feeds, and Facebook). Select a channel from the menu.
                                                                                                                  Created By Staff member who added the incident. (Also used in task rules.) Select a staff account from the menu.
                                                                                                                  Assigned Staff member assigned to the incident. (Also used in task rules.) Select a staff account from the menu.
                                                                                                                  Product Products added on the Products/Categories/Dispositions editor. (Also used in chat, Offer Advisor, and task rules.) Select the appropriate product check boxes.
                                                                                                                  Category Categories added on the Products/Categories/Dispositions editor. (Also used in chat, Offer Advisor, and task rules.) Select the appropriate category check boxes.
                                                                                                                  Disposition Dispositions added on the Products/Categories/Dispositions editor. (Also used in task rules.) Select a disposition from the menu.
                                                                                                                  Language Selected language installed from a language pack. (Also used in chat and task rules.) Select a language from the menu.
                                                                                                                  Created Time the incident was added. Type text in the field using the format hh:mm or use the up or down arrows to scroll to a time.

                                                                                                                  This condition can use the unique “in/not in response interval” operators.

                                                                                                                  Group Group assigned to the incident. (Also used in task rules.) Select a group from the menu.
                                                                                                                  Interface Interface of the Ask a Question, incident, or API incident source. (Also used in chat, Offer Advisor, and task rules.) Select an interface from the menu.

                                                                                                                  Use this field to apply a rule to a specific interface.

                                                                                                                  Mailbox Service and Outreach mailboxes that have outgoing email enabled. (Also used in task rules.) Select a mailbox from the menu.
                                                                                                                  Customer SmartSense SmartSense rating calculated for all customer threads in the incident. Select a SmartSense rating from the menu.
                                                                                                                  Staff SmartSense SmartSense rating calculated for all staff response threads in the incident. Select a SmartSense rating from the menu.
                                                                                                                  Email Header Text in the header of an email that adds an incident.

                                                                                                                  EGW_SAVE_EMAIL_HEADERS (RightNow Common/Service Modules/Oracle Email) must be enabled for this condition to appear on the drop-down menu.

                                                                                                                  Only current header information is available for rules processing. If the incident header is updated by an agent or customer, the original header information is no longer available. (Also used in task rules.)

                                                                                                                  Type text in the field.
                                                                                                                  Source Source of the incident. Select the check box for the source of the incident.
                                                                                                                  Updated From Source of the most recent incident update. Select the check box that indicates where the incident was most recently updated.
                                                                                                                  Escalation Level Incident’s escalation level. (Also used in task rules.)

                                                                                                                  This field is set through rules in the database and cannot be edited in the record. To view an incident’s escalation level, click the Info button on the ribbon when the incident is open.

                                                                                                                  Select an escalation level from the menu.
                                                                                                                  Previous Escalation Level Incident’s previous escalation level. Select an escalation level from the menu.
                                                                                                                  Queue ID Incident’s assigned queue. (Also used in task rules.) Select a queue ID from the menu.
                                                                                                                  Mailing ID Mailing that prompted a response, thereby adding the incident.

                                                                                                                  This field appears only if you have created mailings in Outreach. (Also used in task rules.)

                                                                                                                  Select a mailing from the menu.
                                                                                                                  Response Sent Agent selection in the Send Response check box when solving the incident. Select the Yes or No option.
                                                                                                                  Last Survey Score Score from the most recent survey associated with this incident. (Also used in task rules.) Type a numerical value in the field.
                                                                                                                  Severity Incident’s severity. (Also used in task rules.) Select an incident severity option from the menu.
                                                                                                                  Banner Note Information entered by a staff member in the banner. Type text in the field.
                                                                                                                  Banner Flag Importance of the banner. Select an importance level from the menu.
                                                                                                                  Banner Updated Date and time the banner was last updated. Click the drop-down menu to open the current month’s calendar, then select a date and time the banner was updated. Or select a relative time.
                                                                                                                  Banner Updated By Staff member who last updated the banner. Select a staff member from the menu.
                                                                                                                  Incoming Mailbox Service and Outreach mailboxes that have incoming email enabled. Select a mailbox from the menu.
                                                                                                                  SLA Instance ID SLA that has been applied to the incident. Select an SLA from the menu.
                                                                                                                  Chat Queue ID Incident queues for chat rules. Select a Chat Queue ID from the menu.
                                                                                                                  Opportunity conditions

                                                                                                                  When choosing opportunity conditions, select from the fields described in the following table and enter the value in the specified format.

                                                                                                                  Table Conditions for Opportunities

                                                                                                                  Field Description Value Format
                                                                                                                  Status Opportunity’s status (lead, reject, active, closed, lost, inactive, dead, or unspecified). Select a status from the menu.
                                                                                                                  Previous Status Opportunity’s previous status. Select a status from the menu.
                                                                                                                  Escalation Level Opportunity’s escalation level.

                                                                                                                  This field is set through rules in the database and cannot be edited in the record. To view an opportunity’s escalation level, click the Info button on the ribbon when the opportunity is open.

                                                                                                                  Select an escalation level from the menu.
                                                                                                                  Previous Escalation Level Opportunity’s previous escalation level. Select an escalation level from the menu.
                                                                                                                  Assign Staff member assigned to the opportunity. Select a staff account from the menu.
                                                                                                                  Previous Assigned Staff member previously assigned to the opportunity. Select a staff account from the menu.
                                                                                                                  Interface Interface where the opportunity was added. Select an interface from the menu.
                                                                                                                  Name The name of the opportunity. Type text in the field.
                                                                                                                  Source Source of the opportunity. Select a check box for the source of the opportunity.
                                                                                                                  Updated From Source of the most recent opportunity update. Select the check box that indicates where the opportunity was most recently updated.
                                                                                                                  Strategy Hierarchy Strategy hierarchy for the opportunity. Select a check box for the opportunity’s strategy hierarchy.
                                                                                                                  Previous Strategy Hierarchy Opportunity’s previous strategy hierarchy. Select a check box for the opportunity’s previous strategy hierarchy.
                                                                                                                  Created Date and time the opportunity was added. Click the drop-down menu to open the current month’s calendar, then select a Created date.

                                                                                                                  Use the arrows at the top to change the month if necessary.

                                                                                                                  Created By Staff member who added the opportunity. Select a staff account from the menu.
                                                                                                                  Updated Date and time the opportunity was updated. Click the drop-down menu to open the current month’s calendar, then select an Updated date. Or select a relative time.
                                                                                                                  Updated By Staff member who updated the opportunity. Select a staff account from the menu.
                                                                                                                  Manager Forecast Manager forecast for the opportunity. Click the drop-down menu and type a value in the Amount field.

                                                                                                                  Click the Currency drop-down menu, then select the currency.

                                                                                                                  Manager Forecast Committed Yes or No selection in the Manager Commit field. Select the Yes or No option.
                                                                                                                  Rep Forecast Sales representative’s forecast for the opportunity. Click the drop-down menu and type a value in the Amount field.

                                                                                                                  Click the Currency drop-down menu, then select the currency.

                                                                                                                  Rep Forecast Committed Yes or No selection in the Rep Commit field. Select the Yes or No option.
                                                                                                                  Closed Value Value the opportunity closed at. Click the drop-down menu and type a value in the Amount field.

                                                                                                                  Click the Currency drop-down menu, then select the currency.

                                                                                                                  Summary Information entered in the Summary text field of the opportunity. Type text in the field.
                                                                                                                  Territory Territory for the opportunity. Select a check box for the opportunity’s territory.
                                                                                                                  Initial Contact Date of the opportunity’s initial contact. Click the drop-down menu to open the current month’s calendar, then select the date of initial contact.
                                                                                                                  Forecast Close Date the opportunity is forecasted to close. Click the drop-down menu to open the current month’s calendar, then select a date when the opportunity is forecasted to close.
                                                                                                                  Date Closed Date the opportunity closed. Click the drop-down menu to open the current month’s calendar, then select a date when the opportunity closed.
                                                                                                                  Cost of Sale Total cost of a sale. Click the drop-down menu and type a value in the Amount field.

                                                                                                                  Click the Currency drop-down menu, then select the currency.

                                                                                                                  Returned Value Value of products returned by a customer. Click the drop-down menu and type a value in the Amount field.

                                                                                                                  Click the Currency drop-down menu, then select the currency.

                                                                                                                  Last Survey Score Score from the most recent survey associated with this opportunity. Type a numerical value in the field.
                                                                                                                  Lost Date Date the opportunity status was set to Lost. Click the drop-down menu to open the current month’s calendar, then select the date when the opportunity was lost.
                                                                                                                  Recall Date the contact for the opportunity should be called again. Click the drop-down menu to open the current month’s calendar, then select the date for calling the contact for the opportunity.
                                                                                                                  Lead Rejection Lead rejection reason selected by the staff member for the opportunity. Select a lead rejection reason from the menu.
                                                                                                                  Lead Rejection Description Text stored in the lead rejection reason field in the opportunity. Type text in the field.
                                                                                                                  Win/Loss Factor Win/loss factor selected by the staff member for the opportunity. Select a win/loss factor from the menu.
                                                                                                                  Win/Loss Description Text entered as the win/loss description in the opportunity. Type text in the field.
                                                                                                                  Banner Note Information entered by a staff member in the banner. Type text in the field.
                                                                                                                  Banner Flag Importance of the banner. Select an importance level from the menu.
                                                                                                                  Banner Updated Date and time the banner was last updated. Click the drop-down menu to open the current month’s calendar, then select a date and time the banner was updated. Or select a relative time.
                                                                                                                  Banner Updated By Staff member who last updated the banner. Select a staff member from the menu.