Enable Helpdesk with Oracle Digital Assistant

Helpdesks can enable Oracle Digital Assistant (ODA). Once enabled, ODA can act as a virtual operator in the helpdesk and can answer mobile workers' queries.

You can train the Oracle Digital Assistant based on your business requirements and can equip ODA by adding skills to learn, engage, suggest and recommend resolutions for mobile worker's key problems.

Note: You must have a valid subscription to the Oracle Digital Assistant service, for example Oracle Digital Assistant Platform for SaaS.

To do this, the application uses ODA web hook channel for connecting with ODA. Below steps detail on how to set up connectivity between Collaboration helpdesk & ODA.

1. Navigate to Configuration, Collaboration.
2. In the Collaboration page, select Helpdesks in the left pane.
3. In the Helpdesk configuration page, click the Enable Oracle Digital Assistant check box.
4. Once enabled, the Oracle Digital Assistant field shows a set of related fields.

   Complete these webhook endpoint details:

   • Webhook secret key
   • Webhook URL

   Note: These endpoints are available in Oracle digital assistant, customer should configure these endpoints from ODA.

Results:

The Collaboration page shows the outgoing Webhook URL in ODA so that this endpoint can be used for all ODA communication with field collaboration. This screenshot shows the Collaboration page with Webhook endpoint fields.

The Enable Oracle Digital Assistant check box is available for all the existing helpdesk and if the check box can be enabled to configure the endpoint details to enable that helpdesk with ODA.