Why is the Browser User Interface (BUI) workspace not using the standard workspace?
Environment:
Workspaces, Profiles, Browser User Interface
Oracle B2C Service, 19A, 19B
Resolution:
Workspaces when not defined in the profile settings will use the standard system-defined workspace for the corresponding record type. This is fully described in Answer: Assigning workspaces to staff profiles. You can copy the standard workspace so changes can be made to meet your business needs and requirements, see Answer Setting up a new workspace. The new or copied workspace can be associated in the profile so agents will use the customized workspace. A custom workspace can be created for both the non-browser and browser editors separately or they can be the same workspace.
When you associate a custom workspace for the non-browser editor and do not define a workspace for the associated browser workspace, the non-browser workspace will be used. For example, if you created a copy of the Incident Standard Workspace and associated that workspace to the Incident Editor, both the browser and non-browser editor will use that Incident workspace. You can always associate the standard workspace or create another custom workspace specifically for the browser console.