Adding User Actions to Existing Insights

You can use VB Studio to change the action on existing insights that appear in CX for Utilities. For example, in CX for Utilities Agent Service, if you click on the View details link on a severance insight, the system brings you to your customer information system. You can use these steps to change the navigation of that link to go to a different location. For example, you can have the link navigate you to the Billing tab instead.

Figure 14-2 User Action Link

You can add these types of actions:

• Open URL action

• Navigate to page action

Before you complete this task, you must first complete these tasks using the information available in the Customer Experience for Utilities Configuration Tasks topic:

1. Create the user action you want to use in your insight.

2. Create a new user action insight type to associate your user action with the specific type of insight for which you want the action to be available.

3. Delete the existing insight type user action that is associated with the insight type to which you want to add your custom action.

This example assumes that the reader understands how to use Visual Builder. For additional information, see:

• The Visual Builder Studio library in the Oracle Help Center

• Customizing Variables and Constants in the Extending Oracle Cloud Applications with Visual Builder Studio Guide

For additional information about insights, see:

• Using the Overview Tab in the Using CX for Utilities Agent Service Guide

• Managing Insights in the Using CX for Utilities Sales Guide

Example: Adding a Custom User Action to Insights

1. Log into CX for Utilities Agent Service or CX for Utilities Sales as an administrator.

2. Click the menu at the top right of the page and select Edit Page in Visual Builder Studio.

3. Select your workspace and click Select. Note that you can also create a new workspace if needed.

4. In the App UIs panel, expand Customer Experience (CX) and then expand Customer Experience For Utilities and expand Fragments.

5. Select the e11y-user-action-template fragment.

6. Select the Variables sub-tab to display the constants and variables.

7. Click on the USER_ACTION_CONTEXT_LIST constant.

8. On the right side of the screen, enter the following sample code in the Default Value field.

   Be sure that any params that you include in your code sample are also included in your URL.

   [
   
   {
   
   "id": "CUSTOM_ACTION_NAME",
   
   "label": "Custom Menu Label",
   
   "active": true,
   
   "context": {
   
   "type": "Url",
   
   "url":
   
   "https://custommenuname.html?component=${component}&demo=${demo}&tes
   
   tId=${testId}&billingAccountId=${billingAccountId}&contactPartyNumbe
   
   r=${contactPartyNumber}": [
   
   {
   
   "name": "component",
   
   "value": "menu"
   
   },
   
   {
   
   "name": "demo",
   
   "value": "overview"
   
   },
   
   {
   
   "name": "extTestId",
   
   "scope": "ext"
   
   }
   
   {
   
   "name": "billingAccountId"
   
   }
   
   {
   
   "name": "contactPartyNumber"
   
   }
   
   ]
   
   }
   
   }
   
   ]

9. If there are extensions params that you want to use in action meta-data's context params, complete these steps:

   1. Return to the main-keyaccounts-dashboard-start tab and select the Variables sub-tab.

   2. Click on the USER_ACTION_PARAMS_INSIGHTS constant.

   3. In the Default Value field, enter the value mapping for extension params:

      [[
      
      [
      
      {
      
      "name": "extTestId",
      
      "value": $page.variables.extTestId
      
      }
      
      ]
      
      ]]

10. Click on the JSON sub-tab to display a view where you can easily edit this sample code, and update the code sample so it reflects your custom values.