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Technical Documentation and Sample Code

Answer ID 5169   |   Last Review Date 02/14/2016

When considering the use of sample code found here or elsewhere within Oracle Service Cloud properties, be aware that such code is not and will not be supported by the Oracle Service Cloud Technical Support Team. If you encounter issues implementing any sample code, we suggest soliciting support from fellow users via the Developer Discussion Forum.

Agent Browser UI Extensibility Framework lets the Agent Browser UI access external web content. This API allows you to write JavaScript code to read and write data to contact, incident, organization, task, and custom object records, and to create UI mashups. By allowing tighter integrations, browser extensibility provides a more unified agent experience.

Customer Portal is a web application framework and out-of-the-box web page set for managing and creating web experiences for your customers on any web browser. This includes personal computers, smartphones, simple browsers, and even custom embedded web browsers within devices. It provides a modern model-view-controller architecture with open standards along with prebuilt themes, templates, pages, and widgets that can be rearranged and branded to meet your requirements.

For Customer Portal tutorials, see Use Customer Portal, Customize Customer Portal, and Customize the Customer Portal Look and Feel under Videos.

Connect PHP API (PHP API) is a backward-compatible, public API that enables customers and partners to integrate with the Oracle Service Cloud platform using PHP scripts. Connect PHP API is primarily used to integrate with the customer portal, but it can also be accessed through the File Manager, process designer, and analytics. Connect PHP API leverages the Connect Common Object Model, which is also leveraged by Connect Web Services.

Custom Processes are predefined object event handlers (PHP scripts), which leverage the Connect PHP API and run as the result of an event occurring on standard or custom objects. Object event handlers can help your organization automate tasks based on the events that trigger them. For instance, when an incident is updated, an object event handler can be triggered to update a record in an external system. Event handlers can also be used in rules, surveys, and campaigns. See Object Event Handlers.

Desktop Add-Ins (.NET API) is an add-in framework for the Oracle Service Cloud platform that enables customers and partners to build custom .NET components, controls, and applications for the agent desktop.

Connect Desktop Integration (JavaScript API) is a public API that enables customers and partners to integrate data contained on a workspace with a web page that is contained on the workspace. If external information is presented about the current record in a web page, this API can be used to update or read workspace data from the web page.

Connect Web Services for SOAP (Connect Web Services) is a backward-compatible, public API that enables customers and partners to integrate with the Oracle Service Cloud platform using industry leading standards such as WSDL 1.1 and SOAP 1.1. It provides broad support for a wide variety of languages, platforms, and tools. Connect Web Services leverages the Connect Common Object Model, which is also leveraged by Connect PHP API.

Connect Knowledge API (Knowledge API) is a backward-compatible, public API that enables customers and partners to leverage the Oracle Service Cloud knowledge base from any external application, device, or service where knowledge is needed. The API can also be used when customizing a web self-service experience through the Customer Portal framework. It gives developers the ability to search for content in the knowledge base, rate content, obtain Smart Assistant recommendations, and even obtain the most popular answers in the knowledge base.

Connect REST API (REST API) allows customers and partners to integrate with the Oracle Service Cloud platform using representational state transfer (REST) web services. Connect REST API is a public API that leverages the Connect Common Object Model version 1.3. It follows the Oracle REST standard and supports CRUD operations.

For Connect REST API tutorials, see Use Service Cloud REST API under Videos.

Chat APIs

  • Chat Consumer Interface API allows developers to create custom or embedded consumer-facing interfaces for Oracle RightNow Chat Cloud Service, completely eliminating the need to use the Chat consumer interface. This API can be leveraged for the development of native mobile applications, to embed chat within another application, or to integrate chat with web-enabled applications or devices.
  • Chat Third Party Queue Integration APIs are open and standards-based APIs that enable partners and customers to build integration solutions between Chat and third-party or universal routing and queuing platforms. This allows customers to use external systems to route and queue chats in order to extend the functionality of the routing platform or to include chat in a blended, multi-channel routing engine. This API leverages industry leading standards such as WSDL 1.1 and SOAP 1.1.

Knowledge Advanced REST API provides multiple public REST APIs that you can use to access data stored in Oracle Service Cloud and construct integrations to other systems. You can use these REST APIs to interact, create, and edit knowledge articles; search for knowledge articles; make recommendations; and view user information from external applications. See also REST API for Oracle Knowledge Advanced.

For Knowledge Advanced tutorials, see Set Up Knowledge Advanced, Set Up Knowledge Advanced Users, Manage Knowledge Advanced Content, and Set Up Customer Portal for Knowledge Advanced under Videos.

Oracle Service Cloud Accelerators are designed to demonstrate how an integration scenario could be built using the public integration and extension capabilities of the Oracle Service Cloud. They are provided to help customers and partners confidently leverage our platform to meet their own unique integration needs.

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