Where do I find documentation for the Oracle B2C Service Accelerators?
Oracle B2C Service Accelerators are designed to demonstrate how an integration scenario could be built using the public integration and extension capabilities of the Oracle B2C Service. They are provided to help customers and partners confidently leverage our platform to meet their own unique integration needs.
Note: The source code of the Accelerators is written as sample reference sets with the intention of allowing third-party partners or customers to build their own custom integrations. These samples are not certified or supported by Oracle and are intended for educational or testing purposes only. Use of these samples implies acceptance of the Oracle Technology Network Developer License Terms.
Live Chat Sentiment Analysis Accelerator for Oracle B2C Service
Oracle B2C Service focuses on customer happiness and making agents’ lives easier. With those goals in mind, Oracle B2C Service is continuing with AI/ML features that service organizations can leverage to provide quicker and more cost-effective service for their customers and thereby improve retention rates.
The Live Chat Sentiment Analysis Accelerator for Oracle B2C Service provides a starting project for building AI/ML solutions by integrating with Oracle Cloud Infrastructure (OCI) and Sentiment Analysis. The sample reference code can be used as it is to monitor negatively progressing chats and proactively intervene in such chats before it's too late or customized to solve unique business use cases.
Components
- Implementation documentation
- Terraform to create the OCI resources
- Java source code for backend OCI Functions
- Python source code for backend OCI Jobs and Model deployment as OCI Functions
- Element Manager exports - DB changes, extensions, reports, custom configurations
Prerequisites
Customer needs to own OCI tenancy and subscribe to related services to deploy and host the model.
For more information and to download the source files, see Accelerators from the BUI Administration page or Oracle B2C Service Accelerators on Oracle Technology Network.
Incident Classifier Accelerator for Oracle B2C Service
Oracle B2C Service focuses on both customer happiness and making agents’ lives easier. With those goals in mind, in version 23A, Oracle B2C Service has introduced AI/ML features that service organizations can leverage to provide quicker and more cost-effective service for their customers. These innovations have the power to transform the way the companies envision their service interactions and catch up with fast-changing customer behavior.
The Incident Classifier Accelerator for Oracle B2C Service provides a starting project for building AI/ML solutions by integrating with Oracle Cloud Infrastructure (OCI). The reference code can be used for incident classification use cases in Oracle B2C Service like automating incident routing.
Components
- Implementation documentation
- Terraform to create the OCI resources
- Java source code for backend OCI Functions
- Python source code for backend OCI Jobs and Model deployment as OCI Functions
- Element Manager exports - DB changes, extensions, CPM, reports, custom configurations
Prerequisites
Customer needs to own OCI tenancy and subscribe to related services to deploy and host the model.
For more information and to download the source files, see Accelerators from the BUI Administration page or Oracle B2C Service Accelerators on Oracle Technology Network.
Augmented Reality Accelerator
Oracle envisions a near future where spatial computing replaces the mobile computing experiences of today. Service organizations can leverage spatial computing to provide quicker and more cost-effective service, field service, training, and self-service. This disruptive technology will change the way that companies enable service interactions with their employees and customers.
The Augmented Reality Accelerator for Oracle B2C Service provides a starting project for building custom AR applications for service that integrate with Oracle B2C Service. The reference code can be used to demonstrate different AR use cases and help plan for the technical and business changes that will occur as spatial UIs become cheaper and more pervasive.
Components
- Implementation documentation
- Oracle Integration Cloud flows
- iOS source code
- Demo 3D CAD model
For more information and to download the source files, see Oracle B2C Service Accelerators on Oracle Technology Network.
Twilio CTI Accelerator
The Twilio CTI Accelerator demonstrates the integration of the Agent Browser UI in Oracle B2C Service with Twilio, a third-party telephony and messaging service provider.
Components
The two components of the Twilio CTI Accelerator are:
- Call controls:
- Agent phone status
- Inbound call notification and management
- Outbound call dialer
- Current call controls and notification
- Interactive voice response (IVR) management
- SMS (message) controls:
- Inbound SMS queue
- Inbound SMS incident assignment
- Outbound SMS UI
For more information and to download the source files, see Oracle B2C Service Accelerators on Oracle Technology Network.
Oracle B2C Service-Oracle IoT Cloud Service Integration Accelerator
The Internet of Things Accelerator helps customers and partners configure seamless, bidirectional, near-real time integration between Oracle Internet of Things Cloud Service and Oracle B2C Service by leveraging our platform capabilities to meet their unique needs. The IoT Accelerator allows service agents to remotely control smart devices, troubleshoot and address issues from the Oracle B2C Service application. Oracle Integration Cloud Service is used as the broker in the integration. The IoT Accelerator package includes all of the source code, as well as the documentation on the detailed setup steps required to deploy the solution.
With the Oracle B2C Service and Oracle IoT Cloud Service Integration Accelerator:
- Incidents are auto-created in Oracle B2C Service if a fault occurs in a smart device.
- Service agents can retrieve historical performance information of the device from the incident.
- The agents can also perform actions (remotely) on the device from the incident.
Key Benefits
- Secure data retrieval from connected devices and actions on them in real time in Oracle B2C Service
- Ability to provide faster and pro-active services to customers
- Fully configurable solution for rapid and flexible adoption
- Seamless integration with Oracle Field Service
The new IoT accelerator also includes implementation documentation to easily configure, extend, and deploy the packaged integration to help customers increase operational efficiency and reduce costs by using IoT data to predict customer needs and proactively address customer service issues.
Please email the B2C Service Accelerators team to learn more about the solution and request access.
Sales Accelerator for Oracle B2C Service
Oracle B2C Service supports integration with Oracle Engagement Cloud.
Key Benefits
- Service agents can view current sales status to better understand service impact on sales.
- Service agents can identify and quickly create—with only two clicks—a sales lead or opportunity in Oracle Engagement Cloud and have it assigned to the customer’s primary account manager.
- Service managers can run reports showing all sales leads created in Oracle B2C Service to verify internal performance metrics.
Please see Answer ID 4755: Oracle B2C Service integration with Oracle Engagement Cloud to learn more about the solution and find links to the source code and documentation.
Out of Office Accelerator
With the Out of Office Accelerator, service agents can:
- View current Out of Office status in the status bar.
- Update Out of Office status by double-clicking on the status in the status bar.
- Set Out of Office based on either a check box or a From and To date and time.
- Set an Out of Office personal message.
Key Benefits
- Service agents can set their Out of Office status to trigger automatic actions when incidents owned are updated by the customer.
- Actions such as changing status, queue and escalating can be automatically performed on the incident if the owning service agent is out of the office.
- Customers can receive an Out of Office notification when updating an incident so they can be aware of the agent's status and escalate if needed.
For more information and to download the source files, see Oracle B2C Service Accelerators on Oracle Technology Network.
Oracle B2C Service EBS Case Management "Reference Integration" Accelerators
Oracle E-Business Suite (EBS) Accelerators are provided to help customers and partners confidently leverage our platform and proven design patterns to meet their own unique needs. The Accelerator package includes all of the source code, documents the detailed setup steps required to deploy the solution, and presents a commentary on the design we implemented to Integrate Oracle B2C Service with EBS 12.1.3.
Key Benefits
- Decreased development time when building custom EBS Integrations
- Ability for EBS customers to take advantage of Oracle B2C Service Knowledge, Smart Assistant, Web Customer Service
- Leverage Oracle B2C Service Agent desktop for assisted digital channels
Oracle B2C Service WSS + EBS Case Management
- CP for web self service
- BS Desktop
Oracle B2C Service Digital Channels + EBS Case Mgmt and Back Office
- CP for web self service
- CX for Email, CP Incidents, Chat, and Social
- EBS in the Call center and Back Office
Please email the B2C Service Accelerators team to learn more about the solution and request access.
Oracle B2C Service & Siebel "Reference Integration" Accelerator
Siebel Accelerators are provided to help customers and partners confidently leverage our platform and proven design patterns to meet their own unique needs. The Accelerator package includes all of the source code, documents the detailed setup steps required to deploy the solution, and presents a commentary on the design we implemented to Integrate Oracle B2C Service with Siebel 8.1.1.14.
Key Benefits
- Decreased development time when building custom Siebel integrations
- Ability for Siebel customers to take advantage of Oracle B2C Service Knowledge, Smart Assistant, Web Customer Service
- Leverage Oracle B2C Service Agent desktop for assisted digital channels
Oracle B2C Service WSS + Siebel Case Management
- CP for web self service
- Siebel Desktop
Please email the B2C Service Accelerators team to learn more about the solution and request access.
TOA Field Service / Oracle B2C Service Integration
Service agents can:
- View all Service work orders for a contact.
- View all Service work orders for a service request.
- Create Service work orders for a service Request, which creates corresponding activities in Oracle Field Service.
- Book, schedule, update, cancel, and reschedule work orders and activities.
Field service agents can:
- Assign and schedule resources to activities.
- Update and track work against activities, which updates the corresponding work order in Service.
End users can view work orders associated with service requests.
Key Benefits
- Ability for service agents to create, update, and manage Service work orders that automatically create corresponding Field Service activities that allow customer work to be scheduled
- Ability for Service Agents to Cancel, Reschedule and Update Work Orders/Activities
Please email the B2C Service Accelerators team to learn more about the solution and request access.
