Can the Service Cloud application be installed (deployed) in our environment?
Oracle Service Cloud, All versions
The purpose of this guide is to provide a concise reference on the Oracle Service Cloud application, it's deployment and deployment options.
This guide will provide details on the deployment mechanism, deployment environments and restrictions, and the use of the application's Custom Deployment Options.
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The standard deployment is via a ClickOnce installer. A ClickOnce installer is a Microsoft Technology that allows a user to install and run a Windows based .NET application by selecting a web page launch link. ClickOnce is a component of Microsoft's .NET 2.0 frameworks and has been included in each .NET release to date. Current releases of ClickOnce applications, such as the Service Cloud application, support Windows Forms and Windows Presentation Foundation. ClickOnce applications are, in a word, user-specific. In that application components deploy into the users Windows Profile only.
The main advantages to a ClickOnce applications are:
1. They provide a deployment mechanism that does not need IT Admin intervention. This can be a significant cost savings over managed applications.
2. They solve the often difficult problem of updating previously installed applications. ClickOnce applications are auto-updating.
3. An important advantage, since ClickOnce application are user-specific, is that if one user's deployment fails or breaks, it will not affect other users deployments on the same workstation or system.
4. With a ClickOnce application such as the Service Cloud, versioning is controlled by the Oracle Servers and not the user. Due the auto-updating of a ClickOnce application, all users will be on the same version.
The disadvantage to a ClickOnce application, for some IT professionals, is that the ClickOnce applications cannot be packaged or preinstalled by Admin staff. ClickOnce applications cannot be preinstalled on VM images nor installed under the default or All Users Windows Profile. Nor can ClickOnce applications be pushed to Workstations via deployment management application such as Microsoft's System Center.
The auto-update feature of ClickOnce application and the cloud nature of the Service Cloud application prohibit packaging the application.
Packaging the Service Could application is not supported by Oracle Service Cloud.
Standard Local Windows Profile. The Service Cloud application is fully supported for deployment in a Local Windows Profile.
Roaming Windows Profiles and non-persistent VDI environments: The Service Cloud application is deployed using the Microsoft ClickOnce technology. This technology is not supported by Microsoft with roaming profiles or non-persistent VDI environments. Therefore, deployment issues related to the deployment of the Service Cloud application in a roaming profile environment or non-persistent VDI environments are not supported by Oracle Service Cloud Technical Support.
The Service Cloud application will run in a roaming profile or a non-persistent VDI environment and is supported for use in same except for the deployment issue as noted above.
Deploying the Service Cloud application in a roaming profile environment or a non-persistent VDI environment will necessitate redeploying the local, user specific, application files each time the user logs on. This is best accomplished by always starting the application from the launch page. The local, user specific, application files are specific to each instance (workstation, user, install) and cannot be redirected. See the following for more information: Does the CX application work with roaming profiles or nonpersistent VDIs and Will redirecting Appdata work if roaming profiles does not?
Mandatory Profiles or read only profiles: ClickOnce deployment is precluded when a mandatory Windows profile is detected since Microsoft's ClickOnce technology utilizes the user's Windows profile as the deployment file destination.
Each version of the Oracle Service Cloud application is fully supported on Workstations, Servers, and Virtual Machines running supported Windows Operating Systems as noted in the Oracle Service Cloud Infrastructure Requirements for the version in question and when deployed via the ClickOnce installer. See the following for more information and follow the link to the version in question: Oracle Service Cloud Infrastructure Requirements
Note: For Windows Terminal Server, each agent must deploy the application while logged into their Windows Profile. The Oracle Service Cloud application is not supported on Terminal Servers when delivered via Microsoft's RemoteApp or Terminal Services Web Access. See the following for more information: RemoteApp, Terminal Services Web Access
The Oracle Service Cloud application includes a number of Custom Deployment Options which can be advantages for IT Professionals to use in some circumstances. The deployment options can be used to decrease the application bandwidth utilization during initial deployment, application updating, and site upgrading.
The Custom Deployment Options can also be used in some settings to decrease the application footprint and/or to redirect the bulk of the application components to a network location if desired.
The Custom Deployment Options are the Shared Network Location (SNL), the Server Fallback Option, the Custom Deployment Location (CDL), and the User Files Location (UFL). For information on configuring the Custom Deployment Options refer the Deployment Guide located within the Documentation Overview for the version is question: Documentation for Oracle Service Cloud Products
The Shared Network Location (SNL): The SNL can be used to decrease the bandwidth utilization of the Oracle Service Cloud application during the initial deployment, application updating, or site upgrading. When used, the SNL option locally mirrors the application deployment files from the Oracle Service Cloud servers. Each agent will access the files from the SNL instead of each agent pulling the files from the Oracle Service Cloud server thus reducing the bandwidth utilization. This location is updated or populated from the Oracle Service Cloud servers by and through the first agents console that detects the new or updated components. Therefore all agents must have Read/Write access to this location
The SNL can be defined for an entire site, for specific profiles, or both.
No advantage is gained when defining the SNL on a per workstation basis or in setting the SNL and CDL to the same location.
The Server Fallback Option: When set, the Server Fallback options allows the agent's console to pull files from the Oracle Service Cloud servers should the Share Network Location (SNL) be set and not be available to agents.
The Custom Deployment Location (CDL): In some environments, use of the CDL will the decrease the disk space or the application footprint used by the Service Cloud application by storing core application files in a single location outside the agents Windows Profile instead of each user storing the files in their Windows Profile. This location is updated or populated from the Oracle Service Cloud servers or the SNL by and through the first agents console that detects the new or updated components. Therefore all agents must have Read/Write access to this location.
The CDL is best used on workstations, servers, or Terminal Servers which are shared or accessed by numerous agents or when a Profile Quota affects the agents Windows Profile.
The User Files Location (UFL): The UFL is used to redirect each agent's dynamic cache files to a location outside the agents Windows Profile. This option is useful when a Profile Quota affects the agents Windows Profile.