Browser UI Incident Workspace | Oracle B2C Service

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Browser UI Incident Workspace

Answer ID 9022 | Last Review Date 02/24/2022

What incident workspace elements are supported by the Browser User Interface?

Browser UI Service and Dynamic Agent Desktop
A link is provided for each section where additional information is available.

* Items in the tables below showing asterisk (*) indicates that detail is not yet supported.

Fields

Name	Type	Browser UI Support	Notes
Assets	Search box	Supported
Assigned	Incident Assignment	Supported
Category	Prod/Cat/Disp Menu	Supported
Channel	Menu	Supported
Chat Queue	Menu	Supported
Contact	Search Box	Supported
Contact SmartSense	SmartSense	Supported
Created	Date/Time	Supported
Disposition	Prod/Cat/Disp Menu	Supported
Dormant	Menu	Supported
Escalation Level	Text	Supported
Incident ID	Integer	Supported
Initial Response Due	Date/Time	Supported
Initial Solution Response	Date/Time	Supported
Interface	Menu	Supported
Language	Menu	Supported
Last Responded	Date/Time	Supported
Last Survey Score	Last Survey Score	Supported
Login	Text	Supported
Mailbox	Menu	Supported
Mailing	Menu	Supported
Organization	Search Box	Supported
Product	Prod/Cat/Disp Menu	Supported
Queue	Menu	Supported
Reference #	Text	Supported
Response Interval	Integer	Supported
Rule State	Rule State	Supported
Severity	Menu	Supported
SLA Container	Custom OptList	Supported
SLA Instance View	Custom OptList	Supported	Assets report tab not yet supported
Source	Source	Supported
Staff SmartSense	SmartSense	Supported
Status	Menu	Supported
Subject	Text	Supported
Updated	Date/Time	Supported

Relationship Items

Actions

Action	Browser UI Support	Notes
Appointment	*
Best Answers	Supported
Bookmark URL	Supported
Copy	Supported
Delete	Supported
Expand/Collapse	*
Forward	Supported
Guided Assistance	Supported
Info	*
Links	*
New	Supported
New Opportunity	*
Offer Advisor	*	Offer Advisor is deprecated
Print	Supported
Propose	Supported
Refresh	Supported
Reset Password	Supported	Only if Contact is associated
Save	Supported
Save & Close	Supported
Send	Supported	Can be added to the Quick Action Toolbar in the Ribbon Designer inside the Workspace Designer in .NET. By default the button will display in the Action drop down in Browser UI.
Send & Close	Supported
Spell Check	*	Spell Check is executed by the browser itself

Workspace Controls

Incident Thread Component

Feature Name	Browser UI Support	Notes
Add Attachment to Response	Supported
Add Customer Entry	Supported
Add Private Note	Supported
Add Response	Supported
Delete Non-Saved Thread	Supported
Edit Non-Saved Thread	Supported
Email Message Header: Always show for responses	*
Email Message Header: Show BCC	Supported
Email Message Header: Show CC	Supported
Email Message Header: Show Sign/Encrypt	*
Filter by Thread Type	Supported
Handle Saved but not Sent Responses (single draft)	Supported
Rich Text Editor Formatting	Supported
Default Font	Supported
Search Knowledge base	Supported
Send on Save	*	use 'send and close'
Show Attachments Sent in Response	Supported
Smart Assistant	*
Sort Asc/Desc by Date	Supported
Standard Text	Supported
Thread Channel Type Selection	Supported

Forward Dialog

Feature Name	Browser UI Support	Notes
Add Comment	Supported
Add Files to Attach	Supported
Delete Files Attached	Supported
Download Files Attached	*
Exclude Notes	Supported
List Files Attached	Supported
Open Files Attached	*
Properties of Files Attached	*
S/MIME Encryption Options	*
S/MIME Sign	*
Select BCC from Dialog	Supported
Select CC from Dialog	Supported
Select To from Dialog	Supported
Send Contact Information	Supported
Type BCC	Supported
Type CC	Supported
Type To	Supported

Standard Text Dialog

Feature Name	Browser UI Support	Notes
Add to Thread	Supported
Find In List	Supported
Hierarchical List of Std Texts	Supported
Hot Key Dialog Support	Supported
Preview	Supported	Merge Fields not supported in either console.

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