Configuring Fusion Email

The Customer Intelligence Hub includes an Email customer option in the Action menu that enables an agent to use Fusion Service email templates to send preconfigured emails to a customer. When the agent selects this action, the system opens an email window based on whether the person is a business or person, and the to: field is preloaded with the contact emails associated with the caller.

Configure Fusion URLs

You must set up URLs for the email template to use for businesses and for persons.

  1. In the extensible lookup C1-URLNavigation, configure these two delivered values:
    • C1-FA-EMAIL-PER for Person.
    • C1-FA-EMAIL-BUS for Business.
  2. For each of the above, specify these values, which are combined to construct the target URL:
    • Base URL
    • Action
    • Detail Path
    • Description
  3. Set the Status to Active.

Create a Contact Message Template

A person with the Sales Administrator, or other authorized role, must complete this task. For additional information, see Create Email Templates on Oracle Help Center.

  1. Sign in as a Sales Administrator or authorized setup user, and verify that you are not in a sandbox.
  2. Select Configuration and then select Application Composer.
  3. Select Message Templates.

    Note:

    Do not select Email Templates as that is a separate feature.
  4. On Manage Message Templates, select Actions and then select Create.
  5. Complete these fields:
    • Template Name
    • Description
  6. Set the object to Contact.
  7. If the template is ready for use, select Active. Only active Contact templates appear when users send email from a Contact record.
  8. Enter the template text in the subject and message body.
  9. Use the Attributes list to insert Contact merge fields, such as contact name and account details.
  10. Save the template.

Set Up Privileges

For a user to access the message templates, their custom Sales role must include the appropriate privilege:

Purpose Privilege Required
View or select message templates in the Send Email flow. View Sales Notifications (ORA_ZCA_VIEW_SALES_NOTIFICATIONS_PRIV)

Note:

This privilege enables the user to view or select a message template in Send Email. Template creation should remain limited to Sales Administrator or setup users.

Complete these steps to assign the privilege:

  1. Log into Oracle Fusion as a Sales Administrator or setup user.
  2. Select Tools and then select Security Console.
  3. Search for the custom role assigned to the user and select Edit Role.
  4. Open Functional Security Policies and select Add Function Security Policy.
  5. Search for and add View Sales Notifications (ORA_ZCA_VIEW_SALES_NOTIFICATIONS_PRIV).
  6. Save the role and ensure it is assigned to the user.
  7. Sign out and back in.

Test Your Setup

After you complete the above steps, you can test your setup by completing the following steps:

  1. Sign into Customer Cloud Service as a user that has been assigned to a role that includes the View Sales Notifications privilege.
  2. Open the Customer Intelligence Hub and select Send Email from the Action menu.
  3. Verify that your message template is available for selection, and select it.
  4. Verify that the email appears as you expect and that the merge fields are populated correctly.

Parent topic: Configuring the Customer Intelligence Hub