This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 28 JUL 2023 | Digital Customer Service | Web Chat for Fusion Service Support for 23.06 Client | Updated document. Delivered new feature in update 23C. |
| 02 JUN 2023 | Created initial document. |
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Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
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|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
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Embedded Service provides multi-functional help at the point of need and allows you to insert a full support experience in any page with options like Search Knowledge, Popular Articles, Top Actions, Digital Assistant as an Agent (ODA), and Live Chat.
Engagement Engine actions can trigger the Embedded Service experience based on one or more conditions regarding visitor or webpage criteria to create a proactive and personalized self-service experience. Engagement Engine is a point and click interface that lets you easily customize the Embedded Service client's functionality and visual design to meet your brand and business needs.
- Drive More Deflection: Enable richer, more flexible self-service options at the point of need.
- Non-intrusive customer experience: Embedded Service can be made dynamically available when needed to improve the support experience
- Business Agility: Easily meet changing business requirements while enabling highly personalized user experiences
- Low code: Make available on any page with single tag deployment
- Simplified Administration: Centralized administration in Engagement Engine offers complete customization options through a point and click interface
Steps to Enable
- Request the “Embedded Service” feature via Service Request
- Create a new Embedded Service configuration in the Settings area of Engagement Engine
- Create a new Site in Engagement Engine where you want to enable Embedded Service
- Create a new Rule in Engagement Engine to ”load Embedded Service” on your website
- Optionally configure and test connection to DA as Agent in Oracle Digital Assistant (if you want to use ODA)
- Setup Engagement Engine tag on your website
For more details, refer to the documentation links below.
Tips And Considerations
You will need the Engagement Engine Editor to set up Embedded Service.
Key Resources
Oracle Digital Customer Service Documentation (see Chapter Implement Embedded Service)
Access Requirements
If Engagement Engine has not been enabled on your Fusion Service site, please submit a Service Request.
Web Chat for Fusion Service Support for 23.06 Client
What's New
- Support for multi-level categories in Drop-down list in pre-lauch form - Drop-down fields in the pre-lauch form can now use a tree like structure to allow a categorized list being put in the drop-down field.
- Client greetings - You can now configure agent and bot client greetings to overwrite the server-side ones.
- End conversation custom message - When a conversation ends you can now show a custom message that can optionally include a link or an iframe, the main usage for the link or iframe is to offer a survey.
- Multi-lingual support for Fusion - The locale setting is now supported for Fusion 23C and above.
- Dynamically reset the preLaunchFormFields setting - It is possible now to reset the pre-launch form after having initiated the widget.
- Sensitive information masking - Messages containing sensitive information (credit card and social security numbers) can be detected and sent off the record to the server.
What's Improved
- Color customization - Better support for customizing colors, fields and buttons.
- End conversation flow - With the introduction of the "End conversation custom message" feature, the messages and actions have been improved when a conversation ends.
Business Enablement:
- Multi-level product or category selection from the pre-launch form will optimize routing logic so that the chat interaction is handled by a skilled agent or bot.
- Clear identification in the greeting message whether the end-user is being helped by a human agent or a bot.
- The web chat client can be fully branded to comply with your corporate identity.
- Offer multi-lingual chat interactions to localize the service experience and end-user has with your company.
- Possibility to offer a link or a survey at the end of the chat conversation to eg. send a promotion or measure success.
- Provide secure chat interactions to detect and mask sentistive data.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
The Web Chat for Service 23.06 client and new features are available via the Engagement Engine Editor.
Key Resources
Oracle Digital Customer Service Documentation (see Chapter Implement Web Chat).
If you are licensed for Oracle Digital Assistant and you want to learn how to set up Digital Assistant as an Agent to use a chatbot in your Fusion Service implementation, please refer to the Oracle Fusion Service Documentation.
Once Engagement Engine has been enabled, see the Oracle Engagement Engine Cloud Service Documentation for complete steps for configuring, testing, deploying, and best practices for Engagement Engine (see Chapter Integrating Engagement Engine with Web Chat for Service).
Access Requirements
If Engagement Engine has not been enabled on your site, please submit a Service Request.