Configure Smart Actions

Many of the options that were available in previous releases of CX for Utilities Sales are no longer options on the screen. User now access these options using the Smart Action bar in the header section of Account 360. This bar is available only when users are viewing an Oracle Fusion account, and is not displayed when viewing a billing account. Smart actions allow your users to access options that can help them manage key accounts. Examples of smart actions include:

  • Create Service Request

  • Create Lead

  • Show Contacts

  • Select Billing Account

  • View Account Hierarchy

  • View Work Queue

To make these options available in the Smart Action bar, you must set them up using REST APIs and the code samples included in the table below.

For additional information on how these Smart Actions are used, see "Using Smart Actions" in the Using Account 360 topic.

Before You Begin

  • Using the same user that is used for authentication in rest API, create a Sandbox and activate it.

  • https://<host>/crmRestApi/resources/11.13.18.05/smartActionsMetadata and replace <host> with your implementation details.

  • Use rest-framework-version 9.

  • Be aware that any new strings you add to the user interface should be translated using the User Interface Text Tool. For information, see "Tools for Changing Text" in the Configuring and Extending Applications Guide.

Smart Action Code Samples

This table provides code samples that you can use to create several Smart Actions.

Entity Smart Action and Description Code Sample
Accounts

Show Account Hierarchy

Opens the Account Hierarchy.

 
{

    "ConfirmationMessage": null,

    "UserActionName": "CUST-ShowAccountHierarchy-accounts",

    "DisplayLabel": "Show Account Hierarchy",

    "IncludedIn": "AccountVO",

    "IncludedInApplication": "ORACLE-ISS-APP",

    "Entity": "accounts",

    "Href": null,

    "Method": null,

    "ContentType": null,

    "ApplicationRoles": null,

    "PageType": null,

    "ObjectFunctionName": null,

    "ActionIntent": "{\"Type\":\"URL\",\"SubType\":null,\"Target\":\"https://<host>/fscmUI/redwood/advanced-customer-care/main/main-start/cf/cf-start/main-keyaccounts/main-keyaccounts-hierarchy?childView=children&currentItemId=${param1}&currentItemPartyId=${param2}&currentSourceSystemRefValue=${param3}&parentItemId=${param4}&ultimateParentPartyId=${param5}\",\"SubTarget\":\"SELF\",\"Fulfillment\":\"UI\",\"UIAttributeDefaults\":[{\"TargetKey\":\"param1\",\"SourceKey\":\"PartyNumber\",\"Value\":null},{\"TargetKey\":\"param2\",\"SourceKey\":\"PartyId\",\"Value\":null},{\"TargetKey\":\"param3\",\"SourceKey\":\"SourceSystemReferenceValue\",\"Value\":null},{\"TargetKey\":\"param4\",\"SourceKey\":\"ParentAccountPartyNumber\",\"Value\":null},{\"TargetKey\":\"param5\",\"SourceKey\":\"PartyId\",\"Value\":null}]}",

    "UserActionNavigation": [],

    "UserPrivilege": "[{\"Resource\":\"privilege:UER_UTILITY_SMART_ACTIONS_PRIV\",\"ResourceType\":\"oracle.adf.share.security.authorization.MethodPermission\",\"Action\":\"invoke\"}]"

}
Accounts

View Work Queue

Opens the Work Queue in CX for Utilities Sales.

 
{

    "ConfirmationMessage": null,

    "UserActionName": "CUST-ViewWorkQueue-accounts",

    "DisplayLabel": "View Work Queue",

    "IncludedIn": "AccountVO",

    "IncludedInApplication": "ORACLE-ISS-APP",

    "Entity": "accounts",

    "Href": null,

    "Method": null,

    "ContentType": null,

    "PageType": null,

    "ApplicationRoles": null,

    "ObjectFunctionName": null,

    "ActionIntent": "{\"Type\":\"URL\",\"SubType\":null,\"Target\":\"https://<host>/fscmUI/redwood/advanced-customer-care/main/main-start/work-queue\",\"SubTarget\":\"SELF\",\"Fulfillment\":\"UI\"}",

    "UserActionNavigation": [],

    "UserPrivilege": "[{\"Resource\":\"privilege:UER_UTILITY_SMART_ACTIONS_PRIV\",\"ResourceType\":\"oracle.adf.share.security.authorization.MethodPermission\",\"Action\":\"invoke\"}]"

}
Leads

Edit billing accounts

Opens the Edit Billing Accounts page for the selected lead.

 
{

    "ConfirmationMessage": null,

    "UserActionName": "CUST-Editbillingaccounts-leads",

    "DisplayLabel": "Edit billing accounts",

    "IncludedIn": "MklLeadVO",

    "IncludedInApplication": "ORACLE-ISS-APP",

    "Entity": "leads",

    "Href": null,

    "Method": null,

    "ContentType": null,

    "PageType": "NG-LIST",

    "ApplicationRoles": null,

    "ObjectFunctionName": null,

    "ActionIntent": "{\"Type\":\"URL\",\"SubType\":null,\"Target\":\"https://<host>/fscmUI/redwood/advanced-customer-care/main/main-start/lo-billing-accounts?refId=${param1}&refType=LEAD\",\"SubTarget\":\"SELF\",\"Fulfillment\":\"UI\",\"UIAttributeDefaults\":[{\"TargetKey\":\"param1\",\"SourceKey\":\"LeadId\",\"Value\":null}]}",

    "UserActionNavigation": [],

    "UserPrivilege": "[{\"Resource\":\"privilege:UER_UTILITY_SMART_ACTIONS_PRIV\",\"ResourceType\":\"oracle.adf.share.security.authorization.MethodPermission\",\"Action\":\"invoke\"}]"

}
Opportunities

Edit billing accounts

Opens the Edit Billing Accounts page for the selected opportunity.

 
{

    "ConfirmationMessage": null,

    "UserActionName": "CUST-Editbillingaccounts-opportunities",

    "DisplayLabel": "Edit billing accounts",

    "IncludedIn": "OpportunityVO",

    "IncludedInApplication": "ORACLE-ISS-APP",

    "Entity": "opportunities",

    "Href": null,

    "Method": null,

    "ContentType": null,

    "PageType": "NG-LIST",

    "ApplicationRoles": null,

    "ObjectFunctionName": null,

    "ActionIntent": "{\"Type\":\"URL\",\"SubType\":null,\"Target\":\"https://<host>/fscmUI/redwood/advanced-customer-care/main/main-start/lo-billing-accounts?refId=${param1}&refType=OPPORTUNITY\",\"SubTarget\":\"SELF\",\"Fulfillment\":\"UI\",\"UIAttributeDefaults\":[{\"TargetKey\":\"param1\",\"SourceKey\":\"OptyNumber\",\"Value\":null}]}",

    "UserActionNavigation": [],

    "UserPrivilege": "[{\"Resource\":\"privilege:UER_UTILITY_SMART_ACTIONS_PRIV\",\"ResourceType\":\"oracle.adf.share.security.authorization.MethodPermission\",\"Action\":\"invoke\"}]"

}
Service Requests

Edit billing accounts

Opens the Edit Billing Accounts page for the selected service request.

 
{

    "ConfirmationMessage": null,

    "UserActionName": "CUST-Editbillingaccounts-serviceRequests",

    "DisplayLabel": "Edit billing accounts",

    "IncludedIn": "ServiceRequestVO",

    "IncludedInApplication": "ORACLE-Service-APP",

    "Entity": "serviceRequests",

    "Href": null,

    "Method": null,

    "ContentType": null,

    "PageType": null,

    "ApplicationRoles": null,

    "ObjectFunctionName": null,

    "UserPrivilege": "[{\"Resource\":\"privilege:UER_UTILITY_SMART_ACTIONS_PRIV\",\"ResourceType\":\"oracle.adf.share.security.authorization.MethodPermission\",\"Action\":\"invoke\"}]",

    "UserActionNavigation": [

        {

            "UserActionNavAppUsage": "ORACLE-Service-APP",

            "UserActionNavType": "Type1",

            "UserActionNavBody": "{\"Navigation\":{\"Type\":\"url\",\"Page\":\"https://<host>/fscmUI/redwood/advanced-customer-care/main/main-start/sr-billing-accounts\",\"WindowName\":\"_self\",\"Params\":{\"srNumber\":\"$SrNumber\"}},\"IsCustom\":true}",

        }

    ]

}
Service Requests

View Work Queue

Opens the Work Queue in CX for Utilities Sales.

 
{

    "ConfirmationMessage": null,

    "UserActionName": "CUST-ViewWorkQueue-serviceRequests",

    "DisplayLabel": "View Work Queue",

    "IncludedIn": "ServiceRequestVO",

    "IncludedInApplication": "ORACLE-Service-APP",

    "Entity": "serviceRequests",

    "Href": null,

    "Method": null,

    "ContentType": null,

    "PageType": null,

    "ApplicationRoles": null,

    "ObjectFunctionName": null,

    "UserPrivilege": "[{\"Resource\":\"privilege:UER_UTILITY_SMART_ACTIONS_PRIV\",\"ResourceType\":\"oracle.adf.share.security.authorization.MethodPermission\",\"Action\":\"invoke\"}]",

    "UserActionNavigation": [

        {

            "UserActionNavAppUsage": "ORACLE-Service-APP",

            "UserActionNavType": "Type1",

            "UserActionNavBody": "{\"Navigation\":{\"Type\":\"url\",\"Page\":\"https://<host>/fscmUI/redwood/advanced-customer-care/main/main-start/work-queue\",\"WindowName\":\"_self\",\"Params\":{}},\"IsCustom\":true}"

        }

    ]

}

Parent topic: Configure the Redwood Sales Interface