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 |
|---|---|---|---|
| 02 APR 2021 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
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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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Select Multiple Self-Service Registration Requests for Approval or Rejection |
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Select Multiple Self-Service Registration Requests for Approval or Rejection
Account managers can select multiple self-service registration requests and then approve or reject them simultaneously. This simplifies the management of self-service registration requests.
Approve or Reject Multiple Self-Service Registration Requests
Account managers can save time by selecting multiple self-service registration requests and either approving or rejecting all of them in a single click.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
If one or more of the selected registration requests are unable to be approved (or rejected), all registration requests in the selected group will return to the pending status and an error will be displayed.
Role Information
This feature is available to users with the Customer Self-Service Account Administrator role.
Self-service users can manage their Installed Base Assets within the Digital Customer Service application. The following capabilities are provided in the Digital Customer Service reference implementation:
- View a list of product assets
- Register a product asset
- View the details of a product asset
- Update the product asset description
- See knowledge articles associated with a product asset
- See service requests logged against a product asset
- Create a new service request against a product asset from the product asset details page
There are also three new components available:
- Asset List - Component to show a list of installed base assets registered by the signed in user. Account managers can view a list of all assets of the account for which they are the account manager.
- Asset Data - Component to view and edit the details of an installed base asset.
- Asset Register - Component to enable a user to register an installed base asset.
This feature demonstrates best practices in implementing Installed Base Assets.
List of Registered Products
Registered Product Details
Register a Product
Asset owners and account managers can easily manage their assets, search for knowledge articles related to their assets, and create service requests against their assets.
Steps to Enable
The ODCS product picker will, by default, show all products flagged as ‘Enabled for Customer Self Service’. An additional property needs to be set to enable a product to be managed as an Installed Base Asset.
- Sign in to B2B Service as a user who has the privileges to manage product catalog items.
- Navigate to the Product Management work area and click Product Information Management.
- Click the Tasks icon, then click Manage Items.
- Search for the product item you want to configure.
- Click the desired product item in the table.
- Click the Specifications tab.
- In the Item Organization grouping, select Service.
- Click the Enable Asset Tracking drop down list and select Full Lifecycle.
- Click Save.
The provided Customer Self-Service Proxy User role includes the privileges to view Installed Base Assets. It doesn't include Update and Create Installed Base Asset privileges. These privileges must be added manually using the B2B Security Console. It is recommended you create a role with a name such as Create_Update_Assets. Assign the following Functional Security Policies to this new role:
- Create Customer Assets by Service
- Update Customer Assets by Service
Then assign this new role to the Customer Self-Service Proxy User.
Tips And Considerations
Asset management can be disabled by deleting the user menu link.
Key Resources
- See the "Additional Feature Configuration" chapter in the Implementing Digital Customer Service guide.
Role Information
This feature allows Customer Self-Service Users to manage the assets that they own. Customer Self-Service Account Managers can manage all assets for the account for which they are the account manager.