Learn About Extending the Digital Customer Service Application with Document Collaboration
When working in the Oracle Fusion - Service Request application, there is often material related to the business object that needs to be collaborated on (for example, with a service request, the customer may want to supply material to support their claims like an image or video, or perhaps your support analysts need to be able to share material provided with other employees who never use the Service Request application directly).
When a customer is creating a new service request, it should be easy for them to upload supporting material. For an ongoing service request that is being processed, it should be easy to share material with the customer.
The Oracle Visual Builder - Digital Customer Service application template can be used by your organization to create your own customer service portal that customers can use to look for help and create new service requests as required. This integration extends the Digital Customer Service application so that you can surface Oracle Content Management (OCM) document management capabilities within your customer portal. This integration will allow customers to view an OCM collaborative folder for any service requests they are creating or accessing. Once implemented, this integration allows for any type of documents (images, videos, office documents, etc.) to be easily uploaded to a service request as well as previewed, downloaded, and much more.
Before You Begin
The steps provided in this document assume that Oracle Content Management has already been used to extend the service request business object with document collaboration such that an OCM collaborative folder is created for each service request.
For more information on how to extend Oracle Sales and Service business objects with document collaboration, see Learn About How to Extend Oracle Sales and Service Business Objects with Document Collaboration which provides step-by-step instructions on how to use OCM collaborative folders with Oracle Sales and Service business objects.
This document will further extend this integration by showing how a customer accessing a service request through your Digital Customer Service application can also interact with the OCM collaborative folder created for a service request.
For details, see Overview of Digital Customer Service in the Implementing Digital Customer Service guide.
Architecture
Using this solution, you will be enabling the use of Oracle Content Management (OCM) collaborative folders directly from within the Oracle Visual Builder - Digital Customer Service application. This integration adds OCM document management capabilities into the Oracle Fusion - Service Request application using OCM’s embedded UI capabilities. Once this integration is implemented, it allows different types of documents such as images, videos, and office documents to be easily uploaded and accessed from the Oracle Fusion - Service Request application.
With this integration, a new OCM folder is created for each new service request based on a given OCM base parent folder.
The images below help illustrate what happens when a user submits and views a service request in the Digital Customer Service application.
When a user submits the service request, the Digital Customer Service application creates a service request in the Service Request application, and a new folder within Oracle Content Management is created. The service request for the newly created OCM folder GUID is stored in a custom field within the Service Request application.
When a user requests to view a service request, an AppLink is generated to grant users of the Digital Customer Service application access to the service request’s OCM folder.
About Required Services and Roles
| Systems | Roles |
|---|---|
| Oracle Fusion - Service Request application | Sales administrator, sales managers and/or sales representatives |
| Oracle Visual Builder - Digital Customer Service application | Account administrator, account manager, user |
| Oracle Content Management (OCM) application | Enterprise users |
For more information on customer service roles, see Digital Customer Service Roles in the Implementing Digital Customer Service guide.
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