This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 21 JUN 2022 | 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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Send Knowledge Links Directly to Customers in Chat from Knowledge in SRs |
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Send Knowledge Links Directly to Customers in Chat from Knowledge in SRs
Agents who use Knowledge in SRs while chatting with customers in the Live Window can send links to knowledge articles to the chat session directly from the knowledge panel with a single click. When an agent is working on an SR while chatting, the Knowledge panel displays the send link chat action button. When an agent sends a link from the SR knowledge panel, the link information displays in chat, and the customer can open the article in the Digital Customer Service application.
The ability to quickly and easily provide customers with knowledge enhances agent productivity, reduces time to resolution, and increases customer satisfaction. Customers get consistent, fast, high-quality support whether they engage with agents in chat or by phone.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
- The link information that displays to the customer is not a hyperlink. The URL is sent as text that the customer can paste into a browser address field to view the article.
- Make sure that Knowledge is enabled for Digital Customer Service. See the Key Resources section.
Key Resources
- For information on enabling agents to send article links, see the "Administer Knowledge" chapter in the Administering Knowledge Management guide and Enable Deep Links to KM Articles in Outbound Emails to Open in DCS in the "Email Channels" chapter of the Implementing B2B Service guide.
- For information on how agents can send article links when working in an SR, see the "Use Knowledge with Service Requests" chapter in the Using Knowledge Management guide.
Role Information
- Knowledge Managers can enable knowledge in DCS to make this feature available.
- Customer Service Representatives can use this feature.