Cloud Readiness / Oracle B2C Service
What's New
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  1. Update 21A
  1. Revision History
  2. Overview
  3. Feature Summary
    1. Agent Browser Channels
        1. Chat Browser UI: Agent Sent File Attachments
        2. Chat Browser UI: Historical Chat Transcript
        3. Chat Browser UI: Public Engagement Panel API
    2. Agent Browser Console
        1. Enhanced CC Handling (Reply All)
    3. Agent Browser Extension Framework
        1. Extension Manager
    4. Agent Browser Workspaces
        1. Hide Toolbar in Workspaces
        2. Image Attachment Preview
        3. Thread Zoom
        4. Workspace Report Row Count
    5. Contact Center
        1. External Objects
        2. Routing Guidance Support for SMS
    6. Intelligent Advisor
        1. Customize Form Controls
        2. Generate Reviewable Transcripts for Interviews
        3. Style Interviews Using Redwood Theme
        4. Message Log REST API
        5. Native Oracle Digital Assistant Interview Integration
        6. Save Attachments Via Oracle Integration Intelligent Advisor Adapter
    7. Knowledge Management
        1. Display Suggested Searches on Customer Portal Product Landing Pages and Display User Groups in Articles
        2. Manage Search Query Concept Scores
        3. Manage Subscription Notifications
    8. Platform
        1. Custom Attribute Indexes
        2. DLM: Extend Report Based Policy Definitions
        3. Element Manager: Overwrite Custom Object
        4. Enhanced Business Rules: Support for SWITCH Statement
    9. Workspaces
        1. Field Label Inside Field Container
        2. Workspace Rule Action to Insert Answers
        3. Workspace Rules Trigger for Incident Forward

Update 21A

Revision History

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
03 JUN 2021 Contact Center External Objects Updated document. Revised feature information.
24 MAY 2021 Agent Browser Channels Chat Browser UI: Agent Sent File Attachments Updated document. Delivered feature in update 21A.
09 MAR 2021

Agent Browser Workspaces

Workspace Rules Trigger for Incident Forward

Updated document. Delivered feature in update 21A.

09 MAR 2021

Agent Browser Workspaces

Workspace Rule Action to Insert Answers

Updated document. Delivered feature in update 21A.

09 MAR 2021

Agent Browser Workspaces

Field Label Inside Field Container

Updated document. Delivered feature in update 21A.

09 MAR 2021 Intelligent Advisor Message Log REST API

Updated document. Delivered feature in update 21A.

09 MAR 2021 Intelligent Advisor Native Oracle Digital Assistant Interview Integration

Updated document. Delivered feature in update 21A.

09 MAR 2021 Intelligent Advisor Save Attachments Via Oracle Integration Intelligent Advisor Adapter Updated document. Delivered feature in update 21A.
09 MAR 2021 Platform Enhanced Business Rules Updated document. Delivered feature in update 21A.
05 MAR 2021 Agent Browser Workspaces Thread Zoom Updated document. Delivered feature in update 21A.
05 MAR 2021 Agent Browser Console

Intra Chat: Agent Browser UI Inlay for Employee to Employee Collaboration

Removed feature from update 21A.
19 FEB 2021     Created initial document.

Overview

This guide outlines the information you need to know about new or improved functionality in Oracle B2C Service and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable to begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.

For a listing of hardware and software requirements for Oracle products, log in to our support site and access Answer ID 31.

Security & New Features

We would like to remind you if your system has modified security structures you may need to advise your security administrator of new features.

Give Us Feedback

We welcome your comments and suggestions to improve the content. Please send us your feedback.

Feature Summary

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
(Feature Delivered Enabled)

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
(Feature Delivered Disabled)

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.

Feature

Report

UI or
Process-Based:
Small Scale

UI or
Process-Based:
Larger Scale*

Agent Browser Channels

Chat Browser UI: Agent Sent File Attachments

Chat Browser UI: Historical Chat Transcript

Chat Browser UI: Public Engagement Panel API

Agent Browser Console

Enhanced CC Handling (Reply All)

Agent Browser Extension Framework

Extension Manager

Agent Browser Workspaces

Hide Toolbar in Workspaces

Image Attachment Preview

Thread Zoom

Workspace Report Row Count

Contact Center

External Objects

Routing Guidance Support for SMS

Intelligent Advisor

Customize Form Controls

Generate Reviewable Transcripts for Interviews

Style Interviews Using Redwood Theme

Message Log REST API

Native Oracle Digital Assistant Interview Integration

Save Attachments Via Oracle Integration Intelligent Advisor Adapter

Knowledge Management

Display Suggested Searches on Customer Portal Product Landing Pages and Display User Groups in Articles

Manage Search Query Concept Scores

Manage Subscription Notifications

Platform

Custom Attribute Indexes

DLM: Extend Report Based Policy Definitions

Element Manager: Overwrite Custom Object

Enhanced Business Rules: Support for SWITCH Statement

Workspaces

Field Label Inside Field Container

Workspace Rule Action to Insert Answers

Workspace Rules Trigger for Incident Forward

Agent Browser Channels

Chat Browser UI: Agent Sent File Attachments

Agents can now easily include a personalized file during a chat within the Agent Browser UI. Agents can select files from their computer to include in the live chat. This feature requires Chat Inlays; the end-user must be chatting through Chat Inlays to receive the file being sent by the Agent.

  • Agents use fewer clicks to include helpful information within the live chat
  • Agents have the flexibility to service customers within their channel of choice

Steps to Enable

Engagement Panel version 11 or greater and Chat Inlays are required to enable this feature.

  1. CX Site version 21A+
  2. Engagement Panel version 11+
    • At this time, all sites are running version 11+
  3. Chat Inlays:
    • In order to receive the file being sent by the agent, the consumer must be chatting through a chat Inlay

Tips And Considerations

Important Notes:

  • Chat Inlays are required for this feature
  • Legacy widgets do not support this feature

Role Information

  • Chat Agents
  • Chat Supervisors
  • Chat Administrators

Chat Browser UI: Historical Chat Transcript

Agents handling chats in the Agent Browser UI can now easily see previous chat sessions within the transcript control. Agents can scroll within the transcript control to see the transcripts of chats that have occurred in the recent past (ex: 30 days).

This makes reviewing past chats easier for agents by reducing the clicks it takes to access relevant information.

Steps to Enable

Engagement Panel version 12 or greater and a new configuration setting is required for this feature.

  • Engagement Panel Version: Please contact Product Management (jessica.bradley@oracle.com) to be upgraded to Engagement Panel version 12.
  • Config Verb: A new configuration setting has been created for this feature, AGENT_DISPLAY_CHAT_HISTORY. This configuration setting is automatically enabled, with a default setting of 30 days.

Role Information

  • Chat Agent
  • Chat Administrator

Chat Browser UI: Public Engagement Panel API

Existing Engagement Panel objects and events are now publicly available. Making these objects and events publicly available allows an organization to create deeper integrations with the Engagement Panel, so the Chat agent's experience within the Agent Browser UI better fits business requirements.

  • Allows customers and partners to create new integrations with the Engagement Panel
  • Existing .Net Add-Ins that focus on Chat can now be created within the Engagement Panel

Steps to Enable

  • Engagement Panel version 11 or greater is required to enable this feature. Please contact Product Management (jessica.bradley@oracle.com) to be upgraded to Engagement Panel version 11.
  • Once the Engagement Panel is updated, simply utilize the updated documentation for "Engagement Panel API" that is available.

Role Information

  • Partner Integrators
  • Customers

Agent Browser Console

Enhanced CC Handling (Reply All)

Reply to all of the recipients from the most recent customer thread.  Increase time to resolution and efficiency while reducing copy and paste errors.   Click the link on the response thread to add recipients from the most recent mail header to the CC field.  This will be an append to the CC field so as not to clear any addresses the customer has already added in the field.

This feature gives agents a quick and efficient way to "reply" to all of the recipients with a single click.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • Enable EGW_SAVE_EMAIL_HEADERS in configuration settings
  • Always confirm all of the addresses that you are adding to the CC field

Agent Browser Extension Framework

Extension Manager

Using Extension Manager, developers can sync extension files from their local machine to rapidly develop and test extensions. Extension Manager lets developers manage extension settings such as server configuration properties.

Customers can now manage extensions on a site from the Extension Manager.

Steps to Enable

You don't need to do anything to enable this feature.

Agent Browser Workspaces

Hide Toolbar in Workspaces

The workspace toolbar can be hidden by removing all the Quick Access Toolbar buttons either by configuration or by workspace rules.

Comparison of an Incident Workspace With and Without Toolbar

Hiding the workspace toolbar allows more space for workspace layout, making it easier for users to view content within the workspace.

Steps to Enable

The workspace toolbar can be hidden two ways:

  1. In the workspace designer, select 'Ribbon', then select 'Configure Quick Access Buttons'.
  2. De-select all buttons.
  3. Save and preview the workspace in Browser UI.

OR

  1. In the workspace designer, select 'Rules'.
  2. Select 'Add Rule' to create a rule with an action to 'Hide a Ribbon Button'. Create multiple rules to hide multiple buttons.
  3. Save and preview the workspace in Browser UI. Trigger the workspace rule conditions to hide the buttons and toolbar. 

Tips And Considerations

The feature is particularly useful for read-only or informational workspaces where users don't save updates or send responses and do not have a need to create record bookmarks.

Image Attachment Preview

The workspace attachment control displays a link to preview image and .PDF files.

Image Attachment Preview

Users can quickly preview an image file or .PDF without downloading the file.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • The 'view' link will appear for valid file types (.jpg, .png, .bmp, .gif, .pdf) that have been saved and are available for preview. The link will be disabled for other file types.
  • The preview is executed in a separate browser window.

Thread Zoom

Users can zoom into thread content using the zoom control on the thread command bar under the ellipsis.

Thread Zoom on Thread Command Bar Ellipsis

Users can quickly zoom in to view small text or images. This is also helpful for users with sight impairments to see small text and images more easily.

Steps to Enable

You don't need to do anything to enable this feature.

Workspace Report Row Count

Workspaces that contain reports within workspace tabs where the 'show row count' option is selected will display a report row count on the workspace tab.

Workspace Report Row Counts

Users can quickly determine the number of rows in a workspace report by looking at the tab without taking time to view the report.

Steps to Enable

  1. Open a workspace in the Workspace Designer.
  2. Select a report control.
  3. Select the option called 'show row count'.
  4. Save and preview the workspace in Browser UI.
  5. Note that the row count is indicated adjacent to the tab title.

Tips And Considerations

  • For workspace tabs that contain multiple reports, the topmost report's row count will be displayed on the workspace tab.
  • Enabling this feature will impact workspace load times consistent with the number of results returned for each report.

Contact Center

External Objects

External Objects enables administrators to configure integrations from OData sources using a configuration UI. The external data can be viewed in standard analytics reports

Customer can now configure integrations to OData sources.

Steps to Enable

To enable this feature you need to log a Service Request (SR).

Routing Guidance Support for SMS

Oracle Messaging can now support routing questions via SMS to route end users to specific chat queues or to have additional parameters associated with the chat. Like the routing guidance currently enabled for other channels supported by Oracle Messaging, this will allow administrators to define questions to be presented to their customers when they reach out to the contact center via SMS. Input provided by the customer in response to the routing question will be stored in custom fields associated with the question during setup.

Service Organizations will be able to route messaging requests coming from SMS to the appropriate queue or agent based on inputs provided by their customers in response to the routing questions. This in turn speeds up time take for service resolution and elevates the overall service experience for the customer.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

When defining the routing questions, it is important to keep in mind that customers reaching out to the contact center via SMS do so via their mobile device. The following factors are worth considering when defining routing questions:

  1. The number of answers that are presented to the customer (3-5 answers for the customer to choose will be a good starting point)
  2. The number of questions presented to the customer (We suggest no more than 3 questions to be asked before routing the request to queue)

Key Resources

Role Information

  • Chat Agent
  • Supervisor Agent

Intelligent Advisor

Customize Form Controls

System integrators can now use an interview extension, customForm, to customize form controls.

This enables interview designers to provide an experience matching customer's requirements.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

This new interview extension operates similarly to other custom control extensions with mount, update, and unmount handlers, and has the following methods:

  • getFileName() - returns filename of the form
  • getMimeType() - returns mimetype of the form
  • click() - triggers the behavior when a form link is clicked

Key Resources

Role Information

  • System integrators

Generate Reviewable Transcripts for Interviews

System integrators can now save all interview questions asked and answers given without mapping, so that they can easily provide a reviewable transcript for every interview that is conducted.

This enables engineers that are helping the customer with an issue, to see what information customers have already provided. This functionality doesn't require the system integrator to create specific fields to store all that data in. 

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

To get a session transcript, you use the Interview.fetch() interview extension method. If the method is set to TRANSCRIPT, a session transcript is generated and sent via the nominated interview extension connection using a POST operation.

Key Resources

Role Information

  • System integrators

Style Interviews Using Redwood Theme

The Redwood theme, now available in interview styles, applies the latest Oracle standard application look and feel to Intelligent Advisor interviews.

Using this theme gives a consistent employee experience for interviews embedded within the latest Fusion agent user interface and knowledge articles, or other Redwood-themed interfaces.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • The Redwood theme includes call to action button coloring, textural page background, train stop navigation strip, Oracle Sans proprietary font, Redwood icons and more.
  • To maintain the integrity of the Redwood style, most of the styling customizations that you can normally make to an interview are not available when using the Redwood theme. 

Key Resources

Role Information

  • Interview designer

Message Log REST API

The Intelligent Advisor Hub REST API for message log entries provides the ability to retrieve entries from the Intelligent Advisor Hub customer message log.

Administrators can build a unified interface for troubleshooting integrated applications that use Intelligent Advisor deployments, and programmatically trigger alerts for specific errors of concern.

Steps to Enable

Review the REST API for Intelligent Advisor document from the Oracle Help Center.

Tips And Considerations

Messages can be filtered based on: connectionId , connectionName, deploymentId, deploymentName, deploymentVersion, log timestamp, code, origin, and id.

Key Resources

Role Information

  • Hub Administrators

Native Oracle Digital Assistant Interview Integration

Intelligent Advisor interviews can now be delivered into Digital Assistant flows without the need for a custom component. There is a new connector that manages the core connection to Intelligent Advisor, and additionally there is a system level component that demonstrates how to leverage the new connector. A variety of rich interview interactions are optimized for use in the chat inlay.

By logically separating the API connector (and its authentication) from the business logic, this improves both security and maintenance.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

In Digital Assistant, an integrator:

  1. Defines the connection between Digital Assistant and Intelligent Advisor using the Intelligent Advisor Service. 
  2. Adds the Intelligent Advisor component to their skill's dialog flow. An example skill is included. 
  3. (Optionally) Streamlines the chatbox interaction by leveraging known data values. 

Key Resources

Role Information

  • Integrators

Save Attachments Via Oracle Integration Intelligent Advisor Adapter

The Oracle Integration adapter for Intelligent Advisor now supports attachments, allowing decision letters, applications forms, log files or any other documents to be directly added to records.

This enables advice interactions to be streamlined with any legacy or cloud application by pushing auto-filled decision letters, regulatory documents and so on via Oracle Integration adapters. Different attachment types can be routed to different applications by configuring low code Oracle Integration flows, to meet regulatory and business workflow needs.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

When attachments (uploads, forms, signatures and audit reports) exist in the save request payload metadata, these will be shown in the Oracle Integration mapper with a property corresponding to each of the attachment types.

Key Resources

Role Information

  • Integrator

Knowledge Management

Display Suggested Searches on Customer Portal Product Landing Pages and Display User Groups in Articles

You can configure Knowledge Advanced in Customer Portal to display suggested searches on product and category landing pages, display user groups on the answer view page, and display products and categories as clickable links in notifications.

Suggested Searches on a Product Landing Page

Product and Category Links in a Content Notification

You can configure landing pages to focus on specific product and categories. Suggested searches are prefiltered by product or category, making it easier for users to find the most relevant content. Suggestions improve productivity, especially for users who browse content related to products or categories of interest. Internal users, such as agents, can easily understand which user groups can access a particular article.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

There are new parameters in the Knowledge Advanced suggested search widget (OkcsSuggestions):

  • Set product_category to filter suggestions by a specified product or categories.
  • Set apply_oracle_knowledge_search_index to use the indexing options (Oracle Knowledge Search Indexing Options) that are set as part of each content type's definition. This option is enabled by default. Set it to false to ignore the indexing options for the content type.
  • Set match_all_categories to true to get suggestions associated with all products/categories only are returned, or set to false to get suggestions associated with any product/category is returned. This option is set to false by default.

There is a new user_group key in the custom_metadata attribute in the AnswerStatus widget.

  • Specify user_group as an attribute of custom_metadata to display user groups associated to an article.

Set ContentTypeNotificationManager to display products and categories as links in notifications that navigate to the respective customer portal detail pages. Set the disable_prod_categ_hyperlink attribute to display products and categories in notifications as plain text if you have not implemented product and category landing pages.

Key Resources

  • See the topic Configure a Product or Category Landing Page in the Implement Knowledge Advanced on Customer Portal chapter of Implementing Knowledge Advanced for information on setting up suggested searches on product landing pages.
  • See the topics Configure the Article Attributes and Configure the Article Attributes on the Answer Page in the Implement Knowledge Advanced on Customer Portal chapter of Implementing Knowledge Advanced for information on displaying user groups on the article view page.
  • See the topic Implement Content Type Subscriptions in the Implement Knowledge Advanced on Customer Portal chapter of Implementing Knowledge Advanced for information on displaying products and categories as clickable links in content notifications.

Role Information

Customer Portal Developers, Agents, and end-users (contacts) can use this feature.

Manage Search Query Concept Scores

You can set the score for concepts when you add or update them in the Dictionary. You can set scores for both predefined and user-defined concepts. You set concept scores using Create New Concept or Edit Concept in the Manage Search Query (MSQ) application. You can set a concept's score to high, medium, or low, depending on the importance of the concept to your customers.

Setting the right concept score increases your ability to fine-tune search and increase the relevance of search results to your users.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • Use concept scores as a tuning resource when search results for specific user questions are not optimal or relevant.
  • Concepts that you defined in previous releases have a default score of high, and predefined concept scores vary. 

Key Resources

Role Information

Knowledge Administrators can use concept scoring when they tune questions using Manage Search Query.

Manage Subscription Notifications

Administrators and authors can control when Knowledge will send users email about changes to the content that they subscribe to. You can manage notification emails so that they are sent to subscribers only when important content changes occur. You can also set the notification frequency for users so that the application will send email once per week, once per day, or immediately.

Suppress Subscription Notifications

Update Subscription Schedule

Managing notification emails to content subscribers ensures that subscribers are notified only when significant updates occur, and that they get notified at reasonable intervals based on their needs, while simultaneously reducing the application's email server load.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • Subscription notification management applies only to content subscriptions, such as individual articles, articles about specific products and categories, and articles of a specific content type. It does not apply to other types of subscriptions, such as task or incident subscriptions.
  • Authors can choose to send or suppress email notifications when they update an article using Suppress subscription notifications in the article's publishing options.
  • Authors and administrators can choose to suppress email notifications when they apply changes they made using bulk update or global find and replace.
  • Administrators can set the interval at which users will receive subscription notification emails. They can set the default frequency for new users, and update the frequency for groups of users as a bulk operation.
  • Developers can use the API to suppress notification emails when updating articles, and to update the email notification frequency for users as a bulk operation.

Key Resources

  • See the topic Configure the Default Subscription Notification Frequency in the Manage Content chapter of Administering Knowledge Advanced for information on setting the default subscription notification frequency.
  • See the topic Manage Subscriber Notification Frequency in the Manage Content chapter of Administering Knowledge Advanced for information on changing the frequency of subscriber notifications for groups of users.
  • See the topic Suppress Subscription Notifications in the Author Content chapter of Using Knowledge Advanced for information on suppressing subscription notifications.

Role Information

  • Knowledge Administrators
  • Authors

Platform

Custom Attribute Indexes

The Object Designer now allows more indexes to be possible on Custom Attributes in the contact, incident, and opportunity tables and objects.

Increasing the capacity to create more indexes allows more efficient queries and reports with filters upon the corresponding indexed Custom Attributes.

Steps to Enable

You don't need to do anything to enable this feature.

Role Information

  • System Administrator

DLM: Extend Report Based Policy Definitions

  • Extend report based policy creation to incident archiving.
  • Leverage report based policy to purge archived incidents.
  • Automatically purge application transactions (app trans) data, if the child transactions (in transactions table) are all purged.

This feature allows customers to define custom conditions and logic in the report to purge or archive supported objects.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

  • Always follow best practices of writing good queries and creating a valid report.
  • Avoid using drill-down report.
  • Reports with a required run-time selectable filter should have a default value for that filter.
  • Ensure that the right filters and conditions are used to avoid MJS (max join) issues.
  • Don't select the option to switch data sources (in case the report hits MJS, it switches to replica DB) which might slow down the purging process.
  • Ensure only Operational Database is selected as the source in the reports editor and later define or create report based DLM policy.
  • It is recommended to use public report (with proper permissions).
  • Do not use reports with scripts for DLM policy.
  • Choose a report that doesn't result in timeout issue or moves into -deferred execution-mode.

Key Resources

Element Manager: Overwrite Custom Object

Element Manager lets you overwrite existing custom objects when importing a package that consists of a custom object.

Improved productivity and automated means of exporting and importing updated elements into a site.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

Enhanced Business Rules: Support for SWITCH Statement

You can create and edit business rules that have multiple conditions and corresponding outcomes using SWITCH statement with the Enhanced Business Rules framework in the Agent Browser UI.

Support for SWITCH statement with the Enhanced Business Rules framework makes it easier to define complex business logic in a fewer number of rules.

Steps to Enable

You can only access this feature in the Agent Browser UI.

Do this for each profile that needs to add and edit business rules:

  1. Add the Rules component to the navigation set
  2. Select the Rules View and Rules Edit check boxes in the administrative permissions.

Workspaces

Field Label Inside Field Container

Field labels can appear inside the field container in workspace designs.

Example Fields with Inside Label Position

Administrators can design flexible and modern workspaces for B2C users.

Steps to Enable

  1. Open a workspace in the Workspace Designer.
  2. Select a field.
  3. Under the 'Design' tab in the ribbon, select the 'inside' option for the 'Label Position'.
  4. Save the workspace and preview in Browser UI.
  5. Note that the field label appears inside the field container.

'Inside' Label Position Option in Workspace Designer

Tips And Considerations

  • This field label position is supported in Browser UI only. Fields with the inside label position will render in the top position when viewed in the Agent Desktop.
  • Multiple fields can be modified in the Workspace Designer at once by using the 'Ctrl' key to multi-select.

Workspace Rule Action to Insert Answers

Workspace rules can insert answer links or content into incident threads.

Workspace Rule Action (Add Answer to Thread)

Automate common responses by configuring workspace rules that use specific conditions to populate threads with corresponding answer content.

Steps to Enable

  1. Open an incident workspace in the Workspace Designer.
  2. Create a new workspace rule
  3. Select rule Triggers and Conditions as desired
  4. Under Actions, select 'Insert an Answer'
  5. Select a thread type (private note, customer entry, response)
  6. Select Answer Link or Answer Content
  7. Enter Answer ID
  8. Save the workspace
  9. Preview the workspace in Browser UI. Trigger the workspace rule and observe the answer content is inserted into the incident thread.

Tips And Considerations

Workspace rules with Insert Answer actions are only supported in Browser UI.

Workspace Rules Trigger for Incident Forward

Workspace rules can be triggered by the record 'forward' action.

New Workspace Rule Trigger (The record is Forwarded)

Build automation in user processes by creating workspace rules that trigger when a record is forwarded.

Steps to Enable

  1. Open a workspace in the Workspace Designer
  2. Create a new workspace rule
  3. Under 'Triggers', select 'The record is forwarded'
  4. Configure 'Conditions' and 'Then Actions' as desired
  5. Save the Workspace
  6. Preview the workspace in Browser UI and trigger the workspace rule by forwarding the record

Tips And Considerations

Workspace rules using the 'forward' trigger will only execute in Browser UI.