2Oracle Cobrowse Cloud Service Configuration Assistant

About the Cobrowse Configuration Assistant

The Configuration Assistant Cobrowse page for Oracle Service Cloud displays the list of Cobrowse Cloud Service Instances purchased by your organization.

For each instance, the following information is displayed:
  • Name

  • Subscription ID

  • Admin Password Reset URL

Create a Standalone Cobrowse Instance

The Standalone Cobrowse Instance does not get integrated with a Service Cloud site. Only the ‘Cobrowse’ channel is offered in the Standalone mode.

To create a Standalone Cobrowse Cloud Service Instance:
  1. From the Configuration Assistant home page, click the Cobrowse/Video Chat tab.

  2. Click the Create Instance button.

    The Create Oracle RightNow Cobrowse Cloud Service Instance popup appears on the screen.
  3. Select the Cobrowse option and then click Create.

    This image displays the Cobrowse Cloud Service Instance creation page where you can provide the details like Company URL, etc.

    A confirmation popup appears on the screen.
  4. Click OK.

Create an Integrated Cobrowse Instance

You can create a Cobrowse Instance from the Oracle Service Cloud Configuration Assistant Cobrowse and Video Chat tab.

This instance can be a Standalone instance or an integrated instance with a Service Cloud site.

To create an Integrated Cobrowse Instance:

  1. From the Configuration Assistant home page, click the Cobrowse/Video Chat tab.

    Note: If there are any existing Cobrowse/Video Chat instances for the service, these instances will be displayed under this section.
  2. Click the Create Instance button.

    The Create Oracle RightNow Cobrowse Cloud Service Instance popup appears on the screen. You can select either Cobrowse or Video Chat or both options.
    If you select the Video Chat option, the following options appear under the Video Chat option selection:
    • 2-Way— Select this option to use video chat for both the parties
    • 1–way from Agent —This option is selected by default.
    • 1–way from Visitor — If you select this option, only the visitor will be able to initiate the Video Chat.
    • audio-only — Select this option if you want to have the audio chat only.

    This image displays the options available under the Video Chat selection.

  3. From the Oracle Service Site drop down list, select the service site to be integrated with the Cobrowse or Video Chat or both options depending on your selection.

  4. Click Create.

    A pop up appears on the screen confirming the request submitted to create the Integrated Cobrowse instance.

Reset Password for a Cobrowse Instance

You can access a Cobrowse instance by resetting the password.

A new link “Admin Password Reset URL” is provided in the Configuration Assistant home page for each Cobrowse instance separately. You can use the specific link to reset the password and access your Cobrowse instance.

This image displays the Cobrowse Cloud Service instances with a link to reset the password.

Add Cobrowse Channels

The Cobrowse /Video Chat option allows you to add Cobrowse channels to an existing Cobrowse or Video Chat instance. This option is available on the Cobrowse page.

Add a Video Chat Channel

You can add a Video Chat channel to an existing Cobrowse instance. Use the procedure described below:
  1. From the Configuration Assistant home page, click on the Cobrowse/Video Chat tab to navigate to the Cobrowse and Video Chat Cloud Service Instances section.

    The list of existing Cobrowse and Video Chat instances is displayed.

  2. For any of the listed Cobrowse instances, click on the hamburger menu present on the right side of the screen.

    A drop down list with available options is displayed.

  3. From the listed options, select Add Channel. A dialog box containing Cobrowse and Video Chat selection boxes appears on the screen.

    The Cobrowse option is selected and cannot be edited.

  4. Select the Video Chat box. A dialog box containing the following channels appears on the screen:

    • 2–way — select this option to use video chat for both parties

    • 1–way from Agent — default option

    • 1–way from Visitor — if selected, only visitor can initiate the Video Chat

    • audio only — if selected, you can have the audio chat only

    This image displays the list of channels available for Video Chat option.

  5. From the listed channels, select the required channel and click Add Channel.

    A confirmation dialog appears on the screen. Click OK.

Add a Cobrowse Channel

You can add a Cobrowse channel to an existing Video Chat instance. Use the procedure described below:

  1. From the Configuration Assistant home page, click on the Cobrowse/Video Chat tab to navigate to the Cobrowse and Video Chat Cloud Service Instances section.

    The list of existing Cobrowse and Video Chat instances is displayed.

  2. For any of the listed Video Chat instances, click on the hamburger menu present on the right side of the screen.

    A drop down list with available options is displayed.

  3. From the listed options, select Add Channel. A dialog box containing Cobrowse and Video Chat selection boxes appears on the screen.

    The Video Chat option is selected and cannot be edited.

  4. Select the Cobrowse box and click Add Channel.

    A confirmation dialog appears on the screen. Click OK.