Be release-ready and check the extensibility enhancements coming in 24D.
Check more in Oracle Service Center Cloud 24D What's New!
Summary of Key Features and Benefits in 24D
- CX Service Actions streamline automation processes with enhanced Save, Get Field(s), and Set Field(s) capabilities
- UI Events Framework now supports Work Order and Help Desk objects, increasing flexibility and customization options
- Case Management Extensibility allows for inclusion/removal of new Smart Actions in the Button Bar
- These features simplify admin experience, improve agent efficiency, and enhance overall customer service delivery
- Key benefits include increased accuracy, faster response times, streamlined workflows, and better data utilization
Introducing CX Service Actions: Streamlining Automations with Enhanced Save, Get Field(s), and Set Field(s).
Supported for Service Request, Case Management and Work Order as of this release.
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CX Service actions (Save, Get Field(s), and Set Field(s)) are new tools that make the VB Studio Action Palette better. These tools have a simple, visual interface that's easy to use, even if you don't know JavaScript. Users can pick and set up actions from a list to create, change, and add new features. This also lets users save information in different parts of the Service application, making the whole process easier and more flexible.
Here's how this helps system implementers:
- Easy to Use: The simple visual interface works well for users of all skill levels, even those who don't know JavaScript. This means more people can use it without needing lots of training.
- More Flexible: The "Save" action lets users choose how to save information in different parts of the Service application. This means they can customize the saving process to fit their needs.
- Fewer Mistakes: By automating the saving process, the "Save" feature reduces human errors. This leads to more accurate and reliable information.
- Better Agent Performance: Using the "Save" action in automated processes helps agents work better and faster. By automating routine tasks, agents can focus on harder problems, which means quicker solutions and happier customers.
Here's an example of how CX Actions can help improve the way agents work:
Service Request Templates: As a customer, you can add a menu button to service requests or other items. This button can start a series of actions that opens the service request creation page, fills in fields based on the type of request, saves it, and goes to the edit page. This helps reduce the number of clicks agents need to make, making their work more efficient.
How are we simply Admin experience with this feature?
(6) Steps Before |
(2) Steps Now |
- On the SR Create Page, create a vbEnter Listener.
- Create an action chain to assign a layout context variable.
- Navigate to the SR Create Layout and create a template.
- In the template, assign the layout context variable to the field value.
- Apply the field template to the Title Field.
- Replicate the template to other layouts as needed.
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- On the SR Create Page, create a vbEnter Listener.
- Create an action chain to set the field value;
Create an action chain to assign a layout context variable.
Navigate to the SR Create Layout and create a template.
In the template, assign the layout context variable to the field value.
Apply the field template to the Title Field.
Replicate the template to other layouts as needed.
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Step to use:
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UI Events Framework Now Supports Work Order and Help Desk Objects: Enhancing Flexibility and Customization.
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This framework gives developers easy-to-use tools to work with Work Order and Help Desk pages. It makes these pages more flexible and customizable.
To learn more about the UI Events Framework, check out the documentation.
Here's what you can do with this framework:
- Open Work Order / Help Desk pages (Create and Edit) in different tabs
- Set and get field values in a record
- Detect when field values change
- Save records and track when they're saved
- Open new pages, fill in values, and save
- Close tabs in the browser or Service Console
Note: The Service Console works with Fusion Service apps, but not with Help Desk yet.*
Here are some ways the UI Events Framework can improve the work order process:
- Auto-fill fields: Automatically fill in parts of a new work order or help desk ticket. For example, set the priority or assign a technician based on the type of job.
- Check for errors in real-time: Make sure all information is correct before saving. For instance, check that all required fields are filled and dates are not in the past.
- Work with other systems: Connect with other databases to get more information when creating or editing a work order or help desk ticket. For example, when you enter a customer ID, it could automatically fill in their details from another system.
- Trigger custom actions: Set up special actions that happen at certain points in a work order or help desk ticket's life. For instance, when a job is marked as "Complete", it could automatically send a customer survey or update inventory.
The image below shows what's possible. It displays a Create Service Request page, and now you can do the same things with Work Order and Help Desk pages.
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Key Benefits:
Agent Experience |
Admin |
- Increased Efficiency and Faster Response Times
- Improved Accuracy and Reduced Errors
- Enhanced Customer Experience
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- Streamlined Workflow and Reduced Configuration Time
- Greater Flexibility and Compatibility
- Enhanced Data Utilization and Reporting
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Case Management Extensibility: Include/Remove New Smart Actions In Button Bar
The new Button Bar on the Case Detail page makes life easier for Case Workers. It gives them quick, one-click access to common Smart Actions. This means they can do their job faster and more efficiently.
For Administrators, setting up the Button Bar is simple. They can easily choose which Smart Actions to include. Developers can also use Visual Builder Studio to change these Smart Actions based on specific needs.
Note: When you create a custom extension for the button bar, it will replace the standard one. If you want to keep the default buttons along with your new ones, you need to add them all to your custom extension.
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Steps:
- Open the Oracle CX Service UI Extension App
- Go to service > ec > case > edit
- Navigate to “Event Listeners” and create a new vbEnter Listener
- Drill into the create action chain and use “Assign Variable” with the following properties:
- Variable: $base.variables.ext_quickActionsMetadata
- Type: Array
- Value: Example below. Please, change the action based on your needs.
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[ { "DisplayLabel": "Add Document", "UserActionName": "SDA-AddDocument-cases"} ]<!-- notionvc: 62c23bba-a472-497a-88b9-72e53a0eaa67 -->
How can I find Action Names?
You can find Action Names in two ways:
- Through App Composer > Smart Action
- By using the REST API
The REST API method is more technical, but it can be useful for developers or advanced users who need to get this information programmatically.
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curl --request GET -u USERNAME:PASSWORD 'https://{{ENV_BASE_URL}}/crmRestApi/resources/latest/smartActionsMetadata?q=IncludedIn=CaseVO;SmartSuggestFlag=false&fields=DisplayLabel,UserActionName&onlyData=true'<!-- notionvc: 372ebdbe-383d-431b-a8f3-c9a8122a3e06 -->
Thanks, Edson