What is a desktop workflow?
Environment:
Workspaces / Workflows
Oracle B2C Service, All versions
Resolution:
A Desktop Workflow is a sequence of workspaces, decisions and actions that can be used in place of a single workspace. Workflows support the creation and editing of individual incidents, contacts, organizations, tasks, answers, opportunities, quotes and quote products.
Workflows are defined using a graphical designer similar to the designer used for creating campaigns in the Oracle B2C Service application.
Workflow Designer in Oracle B2C Service
Workflows are designed to improve agent efficiency by automating common tasks, as well as breaking up complex workspaces into more manageable pieces.
| Element Image | Description |
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Workspace: Open the working record in a workspace |
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Script: Initiates a script. (Note: Script elements are only available when scripting is enabled. For information about enabling scripts, contact your Account Manager.) |
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Workflow: Enables the nesting of workflows inside of a single workflow |
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Decision: Enables branching in the workflow |
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Set Fields: Set the value of one or more fields in the working record |
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Comment: Contains comments or notes related to the workflow |
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Create [record]: Create a new record (incident, contact, organization, task, answer, opportunity, quote, quote product |
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Load [record]: Load a record into your workflow based on a report query. You can choose to load an answer, contact, incident, opportunity, organization, quote, quote product, or task |
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Changes [record]: Associate the working record to a different organization, contact, answer, incident, or opportunity |
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Clear [record]: Clear the association between the working record and an organization, contact, answer, incident, or opportunity |
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Copy [record]: Copy the working record and give it a name that can be referenced later in the workflow |
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Save: Save all records open in the workflow |
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Connector: used to link elements in the workflow |
Once a workflow has been created and tested, it is deployed by assigning the workflow to staff profiles in the same fashion as a workspace is assigned to a profile.
When setting a field value with a workspace rule action, script rule action, or Set Field workflow element, you can now choose to set a relative value. Relative values are defined by adding or subtracting (or appending or prepending) a value to the field’s previous value.
For example, you can create a script rule that increments the value of an integer field by 1. Or, to support a return merchandise authorization (RMA) process you can create a workspace rule that prepends “RMA – ” to the subject line of an incident with a disposition of RMA, to return a value such as “RMA – faulty phone.” For date and date/time fields, you can also set a value relative to the time of action. For instance, you can configure a workspace rule to set a date/time field to the current date and time plus twenty-four hours. Relative values are supported for date, date/time, integer, text, and text area fields.
NOTE: Desktop Workflow is an add-on module that must be purchased. For more information on pricing and options, please contact your sales account manager. The option to enable Desktop Workflow can now be done in the Configuration Assistant. For information on how to access the Configuration Assistant, see Answer ID 7537: Oracle B2C Service Configuration Assistant on Oracle Cloud Portal.
For additional information, refer to the 'Desktop Workflows' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.
