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Desktop Workflow
Answer ID 2814   |   Last Review Date 05/11/2020

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

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.

There are a number of elements available to construct a workflow:
Element Image Description

Workspace

  Workspace:  Open the working record in a workspace

script

  Script: Initiates a script.  (Note: Script elements are only available when scripting is enabled.  For information about enabling scripts, contact your Account Manager.)

workflow

  Workflow: Enables the nesting of workflows inside of a single workflow

decision

  Decision: Enables branching in the workflow

set field

  Set Fields: Set the value of one or more fields in the working record

comment

  Comment: Contains comments or notes related to the workflow

 create task

  Create [record]: Create a new record (incident, contact, organization, task, answer, opportunity, quote, quote product

 load task

  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

 change contact

  Changes [record]: Associate the working record to a different organization, contact, answer, incident, or opportunity

 clear incident

  Clear [record]: Clear the association between the working record and an organization, contact, answer, incident, or opportunity

 copy record

  Copy [record]: Copy the working record and give it a name that can be referenced later in the workflow

save

  Save:  Save all records open in the workflow

connector

  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. To request this feature be enabled, submit your request via Ask Support to turn on/off Oracle B2C Service features.


For additional information, refer to the 'Desktop Workflows' section in online documentation for the version your site is currently running. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.

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