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This is Why Customers Love Oracle CX Service Element Manager for B2C

Prabakar Paulsami
Senior Director, CX Applications Development

Change is the new law of life, and technology makes it easier to accept the change, by introducing various tools and processes. Every organization is into DevOps model and following CI/CD release process these days. 

In this blog, we will discuss about, what is element manager, what challenges element manager solve, what we have done to help you and your organization, to accelerate  business changes and also be complaint to your DevOps, CI/CD release process.

OK, What is Element Manager?

Element Manager is a feature within CX B2C Service, using which you can import and export the supported configurations, customizations from one instance to another instance, in few clicks. i.e. from development to test, test to production, production to test etc.

Business values provided by Element Manager?

  1. Configurations are deployed into various instances, across interfaces in few clicks, and thereby saving lots of manual days.
  2. Configurations can be deployed using REST APIs via CI/CD tools, processes as per your organization policy.
  3. All the manual errors will be eliminated for sure, because dependencies are taken care while exporting. Elements are versioned too, so that you could roll back anytime.
  4. Lastly, your configuration packages can be source controlled within your code repository, thereby eliminating the ambiguity of, locating your configuration related files and customizations (reports, dashboard, workspaces etc)

This feature is available for all B2C Service customers, and has been continuously enhanced to support various configuration elements over various releases.

How do I use Element Manager?

There are two ways to use Element Manager from B2C Service:

1. Browser UI -  After assigning required permissions to the user, this will be visible in the navigation set. On clicking Element Manager link, you will be taken to the dashboard from where you could export and import your configurations/customizations. Please refer below image.


2. REST APIs  - If your organization is into DevOPs process, then using REST API is the best way to manage your configurations/customizations via any CI/CD tools/frameworks.  If you have multiple CX sites or multiple interfaces, then definitely it is worth using Element Manager to migrate/manage your customizations/configurations across B2C Service instances or sites.

The figure below provides an idea, about various Jenkins based pipeline steps using Element Manager APIs. Please note that this may vary across organizations. As an example,  "Push Exported Zip" step refers to, source controlling the exported zip file into your own repository. Each step in the below pipeline uses various Element Manager REST APIs (Search, Import, Export etc) to define and execute CI/CD stages.

Example Jenkins pipeline

Here is another preview of same steps:

To access the above Jenkins pipeline example code, please refer this white paper.

Have you tried Element Manager within your CI/CD pipeline?

  • Source control the configuration zip file into your own code repository, on a scheduled basis or for every change.
  • Run your own UI automation as per your acceptance criteria. This will make sure that, your integrations will never break. Rollback or Deploy configurations based on UI automation results.
  • Decide and Approve, when new/updated configurations has to be made available in production, with your own gate keeping processes, based on your organization policies/needs.

Where do I find, more documents, references?

Why customers love Element Manager?

  • Migrating configurations/customizations from one instance to another instance or interface, is just few clicks within your own process. Save lots of manual days. :). 
  • Avoid all manual errors, with auditing capability of imports and exports.
  • Element dependencies are automatically taken care by Element Manager during export and import process, and elements are versioned during import.
  • Easy to use REST APIs, to adhere to your own DevOPs process and CI/CD tools.

We are really excited for you, to try this feature.

Thank you. Please feel free to raise your comments, suggestions in our customer connect forum.






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Comments ( 1 )
  • Anuj Thursday, May 14, 2020
    This is really great, didn't know about the REST API access for element manager. Thanks for sharing.
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