What is Oracle RightNow Self Service for Facebook Cloud Service and how do I configure it?
Oracle RightNow Self Service for Facebook
Oracle RightNow Self Service for Facebook Cloud Service (formerly known as RightNow CX for Facebook) is a special Facebook application designed to extend core service and community functions from Oracle Service Cloud (OSvC). This gives customers the ability to search your knowledge base, submit questions to your Technical Support team, and participate in your community directly from your organization's Facebook page. In this way, you can provide your customers with three types of service:
- Self-assisted Service - Customers can search and access the same answer content available in your knowledge base, and (when using OSvC Community) provide feedback on your content by commenting on and rating answers.
- Crowd-assisted Service - Customers can share their service experiences with Facebook friends and search and participate in OSvC Community discussions.
- Agent-assisted Service - Customers can submit questions to your OSvC application directly from your Facebook page, as well as view and update questions they have submitted.
Self Service for Facebook also provides single sign-on capabilities, allowing customers to link their OSvC contact records to their Facebook accounts. When enabled, customers can use Self Service for Facebook to log into their OSvC account using their Facebook account credentials.
To enable Oracle RightNow Self Service for Facebook Cloud Service
- In a web browser, go to https://developers.facebook.com/.
Note: These steps must be completed in a workstation web browser. The options below are not available if accessed via a smartphone.
- Log in using your Facebook account.
Note: The configuration of your Self Service for Facebook application is tied to the Facebook account used to configure it. For this reason, you should use an account that has been created specifically to administer the application. This can prevent problems if the staff member who configured the account transfers to another position or leaves your organization.
- Make sure you have registered as a Developer. To do this click the "Get Started" button on the top tight of the page and follow the prompts. If you are already registered as a developer and have an app, hover over "My Apps" and the top right of the screen and click on "Add a New App". This will allow the Developer application permission to access your Facebook profile information.
Note: The Developer application is the property of Facebook and its use is subject to Facebook’s terms and conditions. Depending on the state of your Facebook account, you may be prompted to confirm your account information in order to add applications. This process is external to Oracle Service Cloud. For details, refer to http://facebook.com.
- After you agree to the terms and conditions, you are prompted to create your App ID.
- Type a name for your application in the Display Name field, enter an email address for the Contact Email field and click the Create App ID button.
- Enter the confirmation text in the Security Check form and click the Submit button. The browser refreshes to display the basic settings of your application.
- The Dashboard displays. Click the Menu Items on the left to expand the different configuration options.
- Click Settings on the menu.
Namespace Available from the menu on the left: Select Settings. Type the name for the Facebook canvas page that will display your application. We recommend using the following convention: rncx-<your_organization_name> App Domains Available from the menu on the left: Select Settings. Type the domain used in your site URL. This ensures that Facebook can authenticate to related subdomains. The domain used for OSvC sites is custhelp.com. Site URL
Available from the menu on the left: Select Settings > click Add Platform button > Website. Type the base URL for your OSvC site in the following format:
Facebook Web Games Page URL Available from the menu on the left: Select Settings > click Add Platform button > Facebook Web Games. Type the URL for the Self Service for Facebook application in the following format:
Page Tab Name Available from the menu on the left: Select Settings > click Add Platform button > Page Tab. Type a label for the button or tab that customers will click on your Facebook page to display the Self Service for Facebook application.
Tip: Because Facebook displays only the first 16 characters of this value on the app button, we recommend using a simple name such as Technical Support. Since this button appears on your branded Facebook page, it is not necessary to add your brand name to the tab.
Page Tab URL
Available from the menu on the left: Select Settings > click Add Platform button> Page Tab. Type the application home page URL, in the following format:
Secure Page Tab URL Available from the menu on the left: Select Settings > click Add Platform button > Page Tab. Type the application home page secure URL, in the following format:
Page Tab Width Available from the menu on the left: Select Settings > click Add Platform button > Page Tab. If using Facebook's Timeline layout, select Yes for Wide (810px). If using Facebook's legacy layout, select No for Standard (520px).
- Click the Save Changes button. Facebook begins propagating your Self Service for Facebook application across its servers and the page refreshes to display a summary of your application settings.
Note: To edit these settings in the future, log in to http://www.facebook.com/developers, click Apps, click the application name under Recently Viewed, and click Edit App.
- Write down the App ID and App Secret values that appear at the top of the page for later reference. You will enter these values in OSvC to authenticate Facebook and provide access to data from the knowledge base and community. Refer to the configuration steps below for how to configure the application in OSvC.
Note: Facebook may take several minutes to complete the processing of your application before it will be available at the canvas URL. However, the application will not be enabled until it has been configured in OSvC. Refer to the following procedure for configuring your application in Oracle Service Cloud.
- To make the app available to the general public click 'Status and Review' from the left menu. Then toggle the No button to Yes. Confirm that the app should be public and available to everyone.
To configure your application in Oracle Service Cloud
- Log in to Oracle Service Cloud.
- Click the Configuration button on the navigation pane.
- Double-click Configuration Settings under Site Configuration.
- Customize the following configuration settings. Refer to Editing configuration settings.
- Set FACEBOOK_ENABLED to Yes.
- Set FACEBOOK_APPLICATION_ID to the App ID value of the Facebook application.
- Set FACEBOOK_APPLICATION_SECRET to the App Secret value of the Facebook application.
Note: To obtain the App ID and App Secret values, refer to your notes from the end of the previous procedure or log into http://www.facebook.com/developers and click the application name.
- To enable community features, edit the remaining FACEBOOK_* settings to enable the features you want Self Service for Facebook to provide.
Note: For information about any of these settings, click the setting and refer to the description that appears in the Configuration Editor, and consult the Oracle Service Cloud documentation.
- Once enabled, the application is available at the canvas page:
To add the application to your organization’s fan page
- Navigate to the following URL:
where the APP_ID and PAGE_TAB_URL can be found in the Facebook app development settings.
- Click the Choose Facebook Pages button and select the page you want to add your app to.
- Click the Add Page Tab button. The application should now be accessible from your Facebook page.
- Self Service for Facebook is available starting with the November 2010 release.
- If you have email address sharing enabled on your site and the customer's Facebook account uses an email address shared by multiple contacts, the oldest contact record will be used on the Ask a Question tab.
- As of March 30, 2012, Facebook is extending its next-generation Timeline layout to all Facebook pages. If your page uses the Timeline feature, we recommend the following adjustments to your configuration:
- Set your application page size setting to Wide (810px).
- If necessary, adjust the order of the application buttons that appear on your Facebook page to ensure that the button for your Self Service for Facebook application is prominently displayed, and consider adding a custom icon to replace Facebook's default application icon.
- For more information about Timeline, refer to Facebook.com.
- As of October 1, 2011, your Oracle Service Cloud site must be configured with an SSL (Secure Socket Layer) certificate, and the Secure Canvas URL and Secure Tab URL settings must be configured in the Self Service for Facebook application. For information about this requirement, refer to the Facebook developer blog.
- Only contents from OSvC Community are pulled in. Community Self Service is a different product and contents from this Community Self Service are not able to be displayed.
For more information, contact your Oracle account manager, visit our online documentation.
- You can use the incidents.channel field as a rule criteria for routing incidents to specifically identify and route incidents created from Self Service for Facebook. For example, a condition could be created for 'channel equal to Facebook' and 'incident source equal to Ask a Question'.
- If necessary, community moderators can escalate questions to the agent desktop for follow up.
- We recommend that you subscribe to this answer to receive any important updated information as Facebook does often make changes to this functionality.
- Customers cannot customize their Ask a Question tab on Oracle RightNow Self Service for Facebook Cloud Service as this is completely separate from the Ask a Question page on the end-user pages.
- It is possible to remove the Ask a Question tab from Oracle RightNow Self Service for Facebook Cloud Service by turning off the FACEBOOK_INCIDENTS_ENABLED configuration setting. This will prevent incidents from being submitted via Oracle RightNow Self Service for Facebook Cloud Service.