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Browser UI Incident Workspace
Answer ID 9022   |   Last Review Date 11/10/2019

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.


NOTE:  The Agent Browser User Interface is only supported for the last five (5) Oracle Service Cloud releases for all customers.


* 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

 Name  Browser UI Support 
 Audit Log  Supported
 Cobrowse  Supported
 Collaboration  Supported
 Contacts  Supported
 Custom Object Relationship  Supported
 File Attachments  Supported
 Guided Assistance  Supported
 Rich Text Editor  Supported
 Tasks  Supported
 Time Billed  Supported
 Web Visits  *


Actions

 Action  Browser UI Support   Notes
 Appointment  *  
 Best Answers  Supported  
 Bookmark URL  Supported  Always available and cannot be disabled via workspace configuration.
 Copy  Supported  
 Delete  Supported  
 Expand/Collapse  *  
 Forward  Supported  
 Guided Assistance  *  
 Info  *  
 Links  *  
 New  Supported  
 New Opportunity  *  
 Offer Advisor  *  
 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

 Name  Browser UI Support   Notes
 Answer Display  Supported  
 Banner Flag  Supported  
 Browser  Supported  
 Button  Supported  
 Hyperlink  Supported
 Image  Supported  
 List Box  Supported  
 Menu  Supported  
 Panel  Supported  
 Policy Automation  Supported  
 Radio Buttons  Supported  
 Report  Supported  
 Script  Supported  
 Spacer  Supported  
 Tab set  Supported  
 Table  Supported  
 Text  Supported
 Text Box  Supported  
 Title Bar  Supported  



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  *  
 Email Message Header: Show CC  *  
 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  
 Search Knowledge base  Supported  
 Send on Save  *  
 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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