How do we Configure Agent Desktop for Collaboration?
August 2014 and newer releases
This is the second step required in Requesting and Setting up Service Collaboration.
Following are steps required to utilize the collaboration service from within Agent Desktop. Each step is detailed below.
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The first step in preparing Agent Desktop for Collaboration requires deploying the Incident Social Business Object (SBO) Definition to the Oracle Social Network (OSN) Collaboration Service.
In order to collaborate on an Incident, it must be "shared" from Agent Desktop to Oracle Social Network. The Incident SBO Definition provides OSN with the specifications of what Service Cloud incidents look like, what languages are supported, and prepares OSN to accept shared incidents and show them to OSN users.
To deploy the social business object definition, you must login to Agent Desktop as the user 'administrator' and navigate to Configuration > Site Configuration > Collaboration. See Figure 1.
Important: Only the system-defined 'administrator' user has the privileges required to deploy the incident SBO definition to Oracle Social Network, so you must be logged in as the user 'administrator' to perform this action. For more information on this account, please see Answer ID 2059: Oracle B2C Service System Administrator account.
Figure 1: Deploy Collaboration - Incident Social Business Object Definition Page
Once on the page show in Figure 1, you should see the Deployment Status for Incident as 'Never Deployed' to Oracle Social Network. Push the button labeled "Deploy Incident Collaboration" and the Deployment Status, Deployment Date, and Default Languages should all be populated, showing successful deployment of the Incident SBO definition.
The next step is to enable collaboration on profiles of each user expected to collaborate from within Agent Desktop; this may be all the profiles/users you have set up. Enabling collaboration on the user profile ensures that when the user logs in to Agent Desktop, the system connects to the Oracle Social Network Collaboration Service to ensure notifications are received and that the collaboration controls and reports will be able to connect to the service.
To enable collaboration on the user profile you will need to log in with the system-defined administrator password, navigate to Configuration > Staff Management > Profiles as shown in Figure 2. For each profile you wish to be able to use the collaboration solution,
- choose permissions in the Ribbon button
- navigate to the Service Tab
- under the Incidents section, check the "Collaboration" permission box
- save the profile
Figure 2: Enable Collaboration for Profile
This should be repeated for any profiles that are expected to collaborate on incidents from within Agent Desktop.
Once the profile(s) are enabled for collaboration, the next step is to configure the Incident Workspace(s) for those profiles with the collaboration control and/or ribbon button. This will provide the actual collaboration functionality to users on their incident workspace.
There are two items that can be added to the incident workspace - The Collaborate ribbon button, and the Collaboration control. In order for the user to have collaboration functionality available, at least one of these items (preferably both) must be added to the incident workspace.
- The collaboration control is a related item that can be dragged and dropped onto the incident workspace, much like the message thread (see figure 3)
- The collaboration ribbon button is a ribbon button available to be added to the Incident Ribbon, for example under "Related Activities" (see figure 4)
- If only the control is added to the workspace but the ribbon button is not, users will need to manually find/navigate to the collaboration control on the workspace in order to collaborate.
- If only the ribbon button is added to the incident workspace, but the control is not, clicking on the button will bring up the incident control in a popup window.
- If both items are added to the incident workspace, clicking the Collaborate button will navigate the user to the Collaboration Control on the workspace.
Figure 3: Adding the Collaboration Control to the Incident Workspace
Figure 4: Adding the Collaborate Ribbon Button to the Incident Workspace.
The final step in preparing Agent Desktop for collaboration is to expose the My Incident Conversations report to users that would like to use it. My Incident Conversations is a special component report, not editable in Analytics, because of its unique functionality. When a user executes the My Incident Conversations report, the system retrieves open conversations from Oracle Social Network, and combines that information with the Incidents with which each conversation is associated. The user is then able to judge which conversations require attention, based on both incident related date (e.g. Severity or Time to SLA), and aspects about the conversation like when it was last updated.
When editing a Navigation set, the My Incident Conversations component report can be found under Components > Common > My Incident Conversations as shown in Figure 5.
Figure 5: Adding My Incident Conversations Report to Navigation Set
In the next answer, step 3, we discuss how to Updating User Settings and Preferences.