Service Implementing Digital Customer...Oracle CX Service Implementing Digital Customer Service Preface ii Documentation Accessibility For information about Oracle's commitment to

Oracle CX Service

Implementing Digital CustomerService

20B

Oracle CX ServiceImplementing Digital Customer Service

20BPart Number F27705-02Copyright © 2011, 2020, Oracle and/or its aliates.

Author: David Yeer

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Contents

Preface i

1 About This Guide 1Audience and Scope ..................................................................................................................................................................... 1

Related Guides ................................................................................................................................................................................ 1

2 About Digital Customer Service 3Overview of Digital Customer Service ...................................................................................................................................... 3

Digital Customer Service Terminology ..................................................................................................................................... 3

Digital Customer Service Roles .................................................................................................................................................. 4

Technical Compatibility ............................................................................................................................................................... 5

3 Mandatory Setup Tasks 7Overview of Mandatory Setup Tasks ....................................................................................................................................... 7

Activate Digital Customer Service ............................................................................................................................................. 7

Set Up Oracle B2B Service .......................................................................................................................................................... 7

Set Up Oracle Identity Cloud Service ...................................................................................................................................... 18

Set Up Oracle Visual Builder .................................................................................................................................................... 20


4 Additional Feature Conguration 27Congure Multiple Business Units with Digital Customer Service ................................................................................... 27

Congure Cobrowse ................................................................................................................................................................... 28

Map Roles for Digital Customer Service ................................................................................................................................ 30

Set Up Products, Categories and Knowledge Articles ......................................................................................................... 31

Create a Digital Customer Service Icon in Oracle B2B Service .......................................................................................... 31

Congure Prole Options .......................................................................................................................................................... 33

Assign Custom Job Roles ......................................................................................................................................................... 37

Congure Proactive Knowledge .............................................................................................................................................. 38

Congure the Self-Service Registration Object ................................................................................................................... 40

Application Conguration Seings ......................................................................................................................................... 43

Set Up Visual Navigator ............................................................................................................................................................ 45

Set Up Vanity URLs .................................................................................................................................................................... 48

Post-Conguration Verication Tasks .................................................................................................................................... 51

5 Users 55Self-Service Registration ........................................................................................................................................................... 55

Assign Roles to Digital Customer Service Users .................................................................................................................. 55

Set Up Customer Accounts ...................................................................................................................................................... 56

Manage Registration Requests ............................................................................................................................................... 60

Manage Self-Service Users ....................................................................................................................................................... 61

Import Self-Service Users ......................................................................................................................................................... 62

6 Common Use Cases 69Secure Digital Customer Service ............................................................................................................................................. 69

Localize Digital Customer Service for Multilingual Support .............................................................................................. 70

7 Advanced Features 75Overview of Digital Customer Service Advanced Features ............................................................................................... 75

Apply Themes to your Digital Customer Service Application ........................................................................................... 75

Change the Appearance of your Digital Customer Service Application ......................................................................... 75

Custom Objects ........................................................................................................................................................................... 76

How You Use a Standard Business Object ........................................................................................................................... 76


8 Components 81Overview of Components .......................................................................................................................................................... 81

Interaction Methods Components .......................................................................................................................................... 82

Product and Category Components ....................................................................................................................................... 82

Knowledge Management Components ................................................................................................................................. 82

Service Requests Components ................................................................................................................................................ 83

Sign In and Sign Out Components ......................................................................................................................................... 85

User Components ....................................................................................................................................................................... 85

Integrate Composite Component Architecture Components ........................................................................................... 86

View Information about Components ................................................................................................................................... 86

9 Life Cycle Management 89Determine Component Versions ............................................................................................................................................. 89

Determine Template Version ................................................................................................................................................... 89

Optimize Your Application for Deployment ......................................................................................................................... 89

10 Alternative Implementation Options 91Implement Your Digital Customer Service Experience with REST APIs .......................................................................... 91

Implement Chat Inlay ................................................................................................................................................................ 101

11 Performance 105Performance Tuning Checklist ............................................................................................................................................... 105



Preface

i

PrefaceThis preface introduces information sources that can help you use the application.

Using Oracle Applications

HelpUse help icons to access help in the application. If you don't see any help icons on your page, click your user imageor name in the global header and select Show Help Icons. Not all pages have help icons. You can also access the OracleHelp Center to nd guides and videos.

Watch: This video tutorial shows you how to nd and use help.

You can also read about it instead.

Additional Resources

• Community: Use Oracle Cloud Customer Connect to get information from experts at Oracle, the partnercommunity, and other users.

• Training: Take courses on Oracle Cloud from Oracle University.

ConventionsThe following table explains the text conventions used in this guide.

Convention Meaning

boldface Boldface type indicates user interface elements, navigation paths, or values you enter or select.

monospace Monospace type indicates le, folder, and directory names, code examples, commands, and URLs.

> Greater than symbol separates elements in a navigation path.

https://docs.oracle.com/en/cloud/saas/applications-help/

https://docs.oracle.com/en/cloud/saas/applications-help/

https://apex.oracle.com/pls/apex/f?p=44785:265:0::::P265_CONTENT_ID:27341

https://apex.oracle.com/pls/apex/f?p=44785:265:0::::P265_CONTENT_ID:27341

http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=OACPR158049

https://appsconnect.custhelp.com/

http://education.oracle.com/pls/web_prod-plq-dad/db_pages.getpage?page_id=906


Preface

ii

Documentation AccessibilityFor information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website.

Videos included in this guide are provided as a media alternative for text-based help topics also available in this guide.

Contacting Oracle

Access to Oracle SupportOracle customers that have purchased support have access to electronic support through My Oracle Support. Forinformation, visit My Oracle Support or visit Accessible Oracle Support if you are hearing impaired.

Comments and SuggestionsPlease give us feedback about Oracle Applications Help and guides! You can send an e-mail to:[email protected].

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http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info

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mailto:[email protected]


Chapter 1About This Guide

1

1 About This Guide

Audience and ScopeThis guide outlines the implementation and conguration steps required to develop, congure, manage, and administerDigital Customer Service in Oracle Engagement Cloud. To set up and work with the additional features of OracleEngagement Cloud, see Oracle Engagement Cloud documentation on Oracle Help Center at hps://docs.oracle.com.

This implementation guide is designed to be used as a starting point that shows how Digital Customer Service in OracleEngagement Cloud can be developed and implemented using Oracle Visual Builder. An implementor can use thedocumented development and conguration information in this guide to successfully deploy Digital Customer Service.

Each implementation of Oracle Engagement Cloud is unique, and leads to the development of customer-specicapplications that support their unique business requirements.

This guide describes how to deploy and congure Oracle Digital Customer Service in conjunction with Oracle VisualBuilder Visual Applications. If you're using Oracle Visual Builder Classic Applications for your Digital Customer Serviceapplication (even if your Oracle Engagement Cloud version is 18B or later), refer to Implementing Digital CustomerService in Engagement Cloud Release 13 (Update 18B). The Implementing Digital Customer Service in EngagementCloud Release 13 (Update 18B) is the documentation that's pertinent to the Classic Applications development model.

Note: With release 20A (11.13.20.01.0), "Oracle Engagement Cloud" is now known as Oracle CX Sales andOracle B2B Service. Existing Oracle Engagement Cloud users will retain access to Oracle CX Sales and B2BService features under their preexisting licensing agreements. Any new users created within your currentOracle Engagement Cloud license count will also retain the same access to Oracle CX Sales and Oracle B2BService. To obtain additional features or manage your subscription, refer to your Oracle Cloud ApplicationsConsole. This document describes features available to users under Oracle CX Sales, Oracle B2B Service, andOracle Engagement Cloud licensing agreements.

Related GuidesTo understand more about the information covered in this guide, refer to the list of guides in the following table.

Title Description

Oracle Cloud Developing Applicationswith Oracle Visual Builder

Describes how to use a web-based visual development tool to create and publish custom weband mobile applications that can integrate business objects and applications REST services toextend SaaS services.

Oracle Cloud Administering OracleAutonomous Visual Builder CloudService

Describes tasks for administrators of Oracle Visual Builder.

Using Service

Contains information to help service managers, service personnel, and other service end usersto perform day-to-day business tasks using Oracle Cloud.


Chapter 1About This Guide

2

Title Description

Using Knowledge

Describes how administrators, agents, authors, and other knowledge base contributors canimplement and use Knowledge.

Implementing Service

Describes how to set up Service Request Management.

Geing Started with Your SalesImplementation

Describes your initial implementation procedures, based on a simple sales-force-automationuse case.

Implementing Sales

Contains conceptual information and procedures needed to implement components andfeatures.

Securing Sales and Service

Contains information to help setup users and sales administrators congure access tofunctionality and data.

Security Reference

Lists the predened security data that's included in the oering.

Related Topics

• Oracle Help Center

http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=engagement


Chapter 2About Digital Customer Service

3

2 About Digital Customer Service

Overview of Digital Customer ServiceOracle Digital Customer Service is an oering within Oracle B2B Service that lets you provide your customer accountusers self-service access to their service requests and relevant knowledge articles through a web interface.

You can congure the Digital Customer Service application user interface to reect a company brand. Using OracleVisual Builder, you dene root pages and styles, and include various UI components, depending on your businessneeds.

Once congured and deployed, your customers can self-serve through the application and search for knowledgearticles to solve their problems. Then your customers can self-register as Digital Customer Service users so they cancommunicate with your customer service representatives through service requests, by chaing, or by cobrowsing.

Here's a general overview of the Digital Customer Service architecture, including its relationship with Oracle DeveloperCloud Service and Oracle Visual Builder.



4

Digital Customer Service TerminologyHere's an overview of some Digital Customer Service terminology.

• Oracle Visual Builder: A cloud-based visual development tool that gives you easy access to data from anyREST-based service, and enables the creation of custom reusable business objects for storing and managingdata. You can create and test responsive web applications and native mobile applications without installing anyadditional software. The visual designer lets you quickly lay out pages in your applications by dragging anddropping UI components, conguring their aributes and dening their behavior.

• Root Page: A page that contains the shell of your application including the header and footer and navigationcomponents. An application can have multiple root pages.

• Service APIs: The REST APIs with which your Digital Customer Service application interacts.

• Digital Customer Service Application: The application that you build using Oracle Visual Builder that acts asthe web interface for your users. The Digital Customer Service application is built using the Digital CustomerService Reference Implementation template.

• Digital Customer Service Users: Your customer account users who have successfully self-registered to use theDigital Customer Service application. These users can have a variety of roles.

• Digital Customer Service Templates: The available templates you can select while creating your DigitalCustomer Service application. These application templates include component extensions, themes, anddepending on the template, predened pages and actions.

• Digital Customer Service Reference Implementation: This template includes several pages and businesscomponents that enable basic support experience including: knowledge search, service request creation andmanagement, chat, and self-service user management capabilities for the account administrator. The accountadministrator manages all of the users and roles.

Related Topics• Developing Applications with Oracle Visual Builder

Digital Customer Service RolesYou can grant dierent roles to Digital Customer Service users in B2B Service and Oracle Identity Cloud Service. Here'ssome details about the privileges granted with each role in B2B Service.

UserThe User application role is mapped to the Customer Self-Service User job role in Identity Management. The role grantsthe privileges to view and edit service requests created by the user, and to create service requests. Removing this rolecauses the removal of all privileges. The only way to restore the privileges is to submit a new registration request.

Account ManagerThe Account Manager role grants the privileges to view and edit all service requests for a specic customer account.Additionally, users with the Account Manager role can create service requests. The user can perform these tasks only onaccounts that they're the Account Manager for.

https://docs.oracle.com/en/cloud/paas/app-builder-cloud/visual-builder-developer/index.html



5

Account AdministratorThe Account Administrator application role is mapped to the Customer Self-Service Account Administrator job rolein Identity Management. The role grants the privileges to view and approve registration requests in the customeraccount for which they're the Account Administrator. Additionally, the role permits the user to assign and remove theAccount Administrator and Account Manager roles, and remove user roles in user accounts that they're the AccountAdministrator for.

Related Topics

• Manage Self-Service Users

• Oracle Cloud Administering Oracle Visual Builder

Technical CompatibilityThis topic describes the software versions that are compatible with this release of the Oracle Digital Customer Serviceoering.

Oracle Digital Customer Service is a cloud service. When you create a new application in Oracle Digital Cloud Service,use the template that matches the version of Oracle B2B Service that you have deployed. For instance, if yourenvironment is Oracle B2B Service 20B, when you create a new app use the 20B template, and if your B2B Serviceversion is 20A, then use the 20A template, and so on.

• Oracle JavaScript Extension Toolkit (Oracle JET). Oracle Visual Builder includes Oracle JET bundled in with itand updates the version to uptake new features periodically. Oracle Digital Customer Service is compatible withthe Oracle JET versions bundled with the corresponding versions of Visual Builder.

• Browsers supported by Oracle Visual Builder are listed in the Supported Browser topic in the Oracle CloudKnown Issues for Oracle Visual Builder. See the Related Topics that follow.

Note: Digital Customer Service isn't supported with Symantec Blue Coat Cloud Data Protection Gateway.

Determine the Version of Oracle B2B ServiceTo determine the version of B2B Service that you have installed:

1. Sign in to B2B Service.2. Select the menu next to the name of the signed-in user.

The Seings and Actions menu appears.3. Click About This Application.

The About This Application dialog box is displayed. The version number appears after the word Revision.

Related Topics

• What platforms are supported by Oracle JET?

• Oracle REST API for Oracle Engagement Cloud

• Oracle Cloud Known Issues for Oracle Visual Builder

https://docs.oracle.com/en/cloud/paas/app-builder-cloud/abcag/index.html

http://www.oracle.com/webfolder/technetwork/jet/globalSupport-FAQ.html

www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAAPS

https://docs.oracle.com/en/cloud/paas/app-builder-cloud/abcrn/index.html



6

• Determine Component Versions


Chapter 3Mandatory Setup Tasks

7

3 Mandatory Setup Tasks

Overview of Mandatory Setup TasksHere are the mandatory tasks that are covered sequentially in this chapter. You can use these steps, like a checklist, toget your Digital Customer Service application set up:

1. Activate Digital Customer Service2. Set Up B2B Service

a. Enable Digital Customer Serviceb. Specify the Identity Providerc. Manage User Categoriesd. Set Up the APPID Usere. Set Up Administrators and Developersf. Congure Token Relay Service

3. Set Up Oracle Identity Cloud Service

a. Enable and Perform a User Synchronizationb. Verify the Federated Option for the APPID Userc. Create a Non-Federated User Account for Developersd. Add User Roles

4. Set Up Oracle Visual Builder

a. Congure Oracle Visual Builder with B2B Serviceb. Congure Oracle Visual Builder with Oracle Component Exchangec. Create a New Digital Customer Service Applicationd. Verify Your Oracle Visual Builder Seingse. Add Mappings to User Rolesf. Set Up Authentication for Your Applicationg. (Optional) Congure Git for Application Source Control

Activate Digital Customer ServiceAfter ordering Oracle Digital Customer Service, you receive a welcome email from Oracle which lets you activate yourservice. As your rst task in seing up Digital Customer Service, you will use this email to activate the service.

1. Open the email you received from Oracle Cloud.2. Review the information about your service in the email, then click Activate.3. Enter any required information in the form, then click Create Account to submit your request for an Oracle

Cloud account.



8

Set Up Oracle B2B Service

Enable Digital Customer ServiceYou must enable Digital Customer Service in B2B Service to have access to the following prole options and work areas.Once enabled, the following work areas are grouped with the Service icon in B2B Service:

• Self-Service Users

• Registration Requests

Once enabled, the prole options are available in the following work areas:

• Manage Digital Customer Service Account Setup Prole Options

• Manage Digital Customer Service Prole Options

To enable the Digital Customer Service Application:

1. Sign in to B2B Service as an administrator or a setup user.2. In the Setup and Maintenance work area select the Service oering.3. Click the Change Feature Opt In link.

The Opt In: Service page is displayed.4. In the Digital Customer Service row, select the Enable option.5. Click Done.

Digital Customer Service appears in the Functional Areas list. Selecting Digital Customer Service will reveal arelated list of tasks.

Related Topics• Congure Prole Options• Manage Setup Using Oering Functional Areas

Specify the Identity ProviderIn this release of Oracle Digital Customer Service, you must congure a prole option to specify Oracle FusionApplications as your default identity provider.

Follow these steps to set Oracle Fusion Applications as your identity provider:

1. Sign in to Oracle B2B Service as administrator or a setup user.2. In the Setup and Maintenance work area, go to the following:

◦ Oering: Service

◦ Functional Area: Digital Customer Service

◦ Task: Manage Digital Customer Service Prole Options

3. Click the SVC_CSS_USE_FA_AS_IDP prole option.4. Set the prole option value to True.5. Click Save and Close.

www.oracle.com/pls/topic/lookup?ctx=cloud&id=OAFSM2606060



9

Manage User CategoriesUse this topic to create user categories, assign categories to users, and modify the email text that's sent to users to resettheir passwords.

Create a User CategoryUser categories are helpful in the context of Oracle Digital Customer Service users. When users are categorized, you cancongure the password reset email that's sent to that specic category of users.

1. Sign in to Oracle B2B Service as administrator or a setup user.2. Navigate to the Security Console.3. Click User Categories.

The User Categories screen appears.4. Click Create.

The User Category: Details screen appears.5. Click Edit.6. Specify the following details:

◦ User Category Name. Specify the name of your user category, for example: ODCSUsers.

◦ User Category Description. Enter a description for your user category.

◦ Next URL. Specify the URL that you want users to be redirected to after a password reset. For OracleDigital Customer Service, this should be the URL for your published live Digital Customer ServiceApplication.

7. Click Save and Close.

Modify the Default Category for UsersIf you want your users to be automatically assigned to the category that you created in the previous Create a UserCategory task, you must modify a prole option.


◦ Oering: Service



3. Click the SVC_CSS_USER_CATEGORY prole option.4. Set the Prole Value eld to the name of the category that you created in the Creating a User Category task.5. Click Save and Close.

Edit the Email Template for Password ResetAfter a self-service registration request is approved by the administrator, the user account is created, and an email issent to the user with instructions on how to reset their password, including a link. The password reset auto-generatedemail will look similar to the following:

Dear Jane Smith,

A new password has been issued to access your Oracle Fusion Applications.



10

If you click the following link, you will be able to reset your password.

https://computer.mycompanydomain.com:443/hcmUI/faces/ResetPassword?ase.gid=8018e837f39340a795fbe66b0a609fcd&nextURL=https://computer.mycompanydomain.com:443/release/DCS_AUTO_LIVE/live

If you have any questions, contact your system administrator. Thank You,Oracle Fusion Applications

Note: Clicking on the link of the email redirects the user to a page where they can reset their password.

The email text is based on the template that's dened by user category. You can modify the text in the password resetauto-generated email.

To modify the text in the password reset auto-generated email:

1. Sign in to Oracle B2B Service as administrator or a setup user.2. Navigate to the Security Console.3. Click User Categories.

The User Categories screen appears.4. Click the name of the user category for which you want to edit the email text.5. Click Notications.

The User Category: Notications screen appears.6. Click the Edit buon.7. Click Add Template.

The Add Notication Template dialog box appears.8. Specify the following details in the Add Notication Template dialog box:

◦ Template Name. Specify a name of your template.

◦ Enabled. Select this option.

◦ Description. (Optional) Describe the template.

◦ Event. Select Password reset from the list.In the Notication section, the Message Subject and Message elds are populated with the default text.

◦ Edit the text in the Message Subject and Message elds.

◦ Click Save and Close.

9. Click Save.10. Click Done.

Assign User Categories to Existing UsersIn cases where existing users must reset their passwords, but were assigned to the DEFAULT category rather than theone created in the Modify Default Category task in this topic, the user is redirected to Oracle B2B Service rather thantheir Digital Customer Service application after performing the password reset. You can x this issue by modifying theuser category of the user, and then send them the password reset email. With the new category assigned, they will beredirected to Digital Customer Service after reseing their password.

To assign an existing user to a category, and send the password reset email:

1. Sign in to Oracle B2B Service as administrator or a setup user.



11

2. Navigate to the Security Console.3. Click Users.

The User Accounts screen appears.4. Search for the user.5. Click the name of the user for which you want to modify the user category text.6. Click Edit.

The Edit User Account screen appears.7. In the User Category list, select user category that you created in the Create a User Category task.8. Click Save and Close.9. Click Done.

The User Accounts screen appears, with the search results that you entered in step 4.10. Locate the row of the user whose user category that you modied, and select Reset Password from the menu

in the Action column.

The password reset auto-generated email is sent to the user.

Set Up the APPID UserUse this topic to set up the APPID user for Digital Customer Service in Oracle B2B Service.

Create the Role for the APPID UserYou must create an administrator-dened job role with required privileges for Digital Customer Service and then grantit to the new APPID user. The APPID user is required for Sales, Service and self-registration. Use this task to ensure thatthe APPID user doesn't have more privileges than required. The APPID user is required in situations where anonymoususers need to access services from Oracle B2B Service, such as REST APIs that are restricted.

Once you complete this task, you must complete the subsequent Create the APPID User task to create the APPID userand assign the newly created role to that user.

Note: If you aren't able to nd some of the required privileges referred to in the following task, you may needto run the Import User and Role Application Security Data job. For more information on this job, see the ImportUsers and Roles into Applications Security topic in the Related Topics list.

To create the role for the APPID user:

1. Sign in to Oracle B2B Service.2. Navigate to the Security Console work area and click the Roles tab.3. Click Create Role.4. In the Role Name eld, enter the following text:

Self-Service APPID Users

5. In the Role Code eld, enter the following text:

SELF_SVC_APPID_USERS

6. From Role Category list, select CRM - Job Roles.7. Click the Next .8. Click the Privileges tab.9. Click Add Function Security Policy.



12

The Add Function Security Policy dialog appears.10. In the Search eld, enter each of the following security policies, then click Add Privilege to Role:

◦ Create Service Role

◦ Use REST Service to Create Registration Request

◦ Use REST Service to View Products

◦ Request for chat

Note: A Conrmation dialog appears each time your click Add Privilege to Role. Click OK afteradding each privilege.

11. Click Cancel to close the Add Function Security Policy dialog box.12. On the Create Role Self-Service APPID Users page, verify that the privileges that you added are listed, then

click Next.13. Create the View All Accounts and Contacts security policy:

a. Click Create Data Security Policy.

The Create Data Security Policy. dialog appears.b. In the Policy Name eld, enter the following text:

View All Accounts and Contacts

c. In the Database Resource eld, search for and click the following resource, then click OK:

Trading Community Party

d. In the Data Set list, select All values.e. In the Actions list, select the following options:

• View Trading Community Person• Read• View Trading Community Organization

f. Click OK.14. Create the View Service Categories security policy:



View Service Categories


Service Category

d. In the Data Set list, select Select by instance set.e. In the Condition Name list, select Access the service category for table SVC_CATEGORIES for all

customer relationship management service categories.f. In the Actions list, select the following options:

• Read• View Service Category

g. Click OK.



13

15. Create the Grant on Self Service Registration security policy:



Grant on Self Service Registration


Self Service Registration

d. In the Data Set list, select All values.e. In the Actions list, select the following option:

• Readf. Click OK.

16. Create the Grant on Self Service Role security policy:



Grant on Self Service Role


Self Service Role

d. In the Data Set list, select All values.e. In the Actions list, select the following option:

• Readf. Click OK.

17. Click the Summary step.18. Click Save and Close.

A dialog appears, conrming the role changes.19. Click OK.

Create the APPID UserOnce you have created the role for the APPID user, you must create the APPID user, and assign the role to the user.

To create the APPID user:

1. Sign in to Oracle B2B Service.2. Navigate to the Security Console work area and click the Users tab.3. Click Add User Account.4. Enter the values in the required elds.5. Click Add Role.

The Add Role Membership dialog appears.6. Search for and click on the the following role:

Self-Service APPID Users



14

Note: This role was created in the Create the Role for APPID User task.

7. Click Add Role Membership.A conrmation dialog appears.

8. Click OK.9. Click Done.


You can create APPID users to have a dierent password expiry policy. Doing so ensures that the regular passwordexpiry rules don't apply to APPID users. To do this, you can create a dierent user category for the APPID users.

To create a category for the APPID user a with a dierent password expiry policy:

1. Sign in to Oracle B2B Service.2. Navigate to the Security Console work area and click the User Categories tab.3. Click Create.

The User Category: Details page appears.4. Click Edit.5. Enter a name in the User Category Field.6. Click Save and Close.7. Click Password Policy.8. Click Edit.9. Congure the elds for the APPID user password expiry policy.


Related Topics• Digital Customer Service Roles• Manage Registration Requests• Manage Self-Service Users• Create a Custom Account Key Field• Import Users and Roles into Applications Security

Set Up Administrators and DevelopersUse this topic to set up developers and administrators for Digital Customer Service in Oracle B2B Service.

Create a Developer or Administrator with Appropriate RolesTo work with business objects relevant to Digital Customer Service, the developer must be a Digital Customer Serviceuser and must be granted the appropriate roles.

To create a Digital Customer Service developer or administrator, follow the instructions in these tasks:

1. Create an Internal Customer AccountNote: This task is completed only once. The following two tasks must be completed for everyDeveloper or Administrator.

2. Create a Self-Service User Account for the Developer Through REST API3. Approve the User4. Assign the DCS Developer Role

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=3E0939A356FA0A0AE05362C3F00A0301



15

Create an Internal Customer AccountBefore creating the Digital Customer Service developer or administrator users, an internal customer account must becreated for use by these users. The internal customer account lets you associate your sta to a specic account. Anaccount key is required when creating a new Digital Customer Service user.

Note: You only need to create the internal customer account once. This internal customer account can beused by all Developers and Administrators.

To create an internal customer account:

1. Sign in to Oracle B2B Service.2. Navigate to the Service work area and click Accounts.3. Click Create Account.4. Enter the Name.

Note: The name that you enter in this eld represents the AccountKey that you need to use in theCreate a Self-Service User Account for the Developer Through REST API topic.

5. Select Customer from the Type menu.6. Click Save and Close.

Create a Self-Service User Account for the Developer Through REST APICreating a self-service user account for the developer can be done using REST API. This task requires you to use thePostman or another REST API Tool.

Here are the parameters and associated values that are needed to create a self-service user account for a developerthrough REST API:

Parameter Value

url

"[Oracle Cloud Applications Instance URL]"/ crmRestApi/ resources/ 1113 18. 05/selfRegistrations

Note: The aribute value "[Oracle Cloud Applications Instance URL]" shown in thisexample represents the fully qualied domain name of the host of the Oracle B2BService instance.

Authorization

Basic Auth

Username

The user name of the user you created in the Create the APPID User section.

Header Accept - application/json

Content-Type - application/vnd.oracle.adf.resourceitem+json

Action

Post

Payload

Where the <interal_ customer_ account> is the internal customer account that you created inthe previous task. The same internal customer account can be specied for all Administratorsand Developers. The <user_login> is the ID that you want to use to sign in. The <user_



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Parameter Value

email@companydomainname. com> is the email of the Digital Customer Service user thatyou're creating.

For example, you can create Jane Smith, a self-service user account for the developer through REST API, by running thefollowing command in Postman:

Note: In this example, the login ID is specied. If the login ID isn't specied, the value used is the value that'sassigned to the SVC_CSS_SIGN_IN_ATTR_NAME prole option.

curl -v -u user:pppssswww -X POST \ https://mydepoloyment.mycompanydomain.com/crmRestApi/resources/11.13.18.05/selfRegistrations \ -H 'Accept: application/json' \ -H 'Content-Type: application/vnd.oracle.adf.resourceitem+json' \ -d '{ "AccountKey": "My Company", "PersonFirstName": "Jane", "PersonLastName": "Smith", "EmailAddress": "[email protected]", "LoginId": "jane.smith"}'

Note: Run this command using the previously created APPID user.

The user will be created with a Status of Pending if the auto-approve feature is disabled.

Approving the UserOnce the Administrator or Developer user is created, it remains in a Pending Status until it's approved in Oracle B2BService. You must approve the user, then you must assign the appropriate role.

Note: If it's the rst user approved for this account, the user will automatically have the account administratorrole. For all subsequent users, the Account Administrator role must be assigned.

For more information about approving the user, refer to Managing Registration Requests in the Related Topics. Formore information about assigning the Digital Customer Service Account Administrator role, refer to Managing Self-Service Users in the Related Topics.

Assign the Customer Self-Service Application Developer RoleOnce you have approved the user, you must assign the Customer Self-Service Application Developer role to the user.The Customer Self-Service Application Developer role allows the user to approve registration requests and consultthe security console to verify if a user has been created.

To assign the Customer Self-Service Application Developer role:

1. Sign in to Oracle B2B Service.2. Navigate to the Security Console work area and click the Users tab.3. Search for the user that you created in the Create a Self-Service User Account for the Developer Through REST

API section.4. From the search results, click the user.5. Click Edit.

The Edit User page appears.6. Click Add Role.



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The Add Role Membership dialog appears.7. Search for the following role:

Customer Self-Service Application Developer

8. Click Add Role Membership.

A conrmation dialog appears.9. Click OK.

10. Click Done.11. Click Save and Close.

Related Topics• Digital Customer Service Roles• Manage Registration Requests• Manage Self-Service Users• Create a Custom Account Key Field

Congure Cross-Origin Resource Sharing (CORS) for Token Relayand ChatThis topic describes how to congure cross-origin resource sharing (CORS) that is needed for enabling the use of thetoken relay service, or to successfully communicate to the Chat server, if enabled in your environment.

The token relay service allows authenticated trusted requests to be made directly from the browser to the service,without the need for the requests to be routed through the Oracle Visual Builder authentication proxy. For moreinformation about token relay, refer to the Use a token relay cross-reference in the Related Topics.

The token relay service is used by default in Oracle Digital Customer Service 19D and later. While most of thefunctionality is congured by default, you must complete one additional conguration task: you must specify theheaders allowed in Cross-Origin Resource Sharing (CORS).

Specify the Headers Allowed in CORSTo specify the headers allowed in CORS:

1. Sign in to Oracle B2B Service as an administrator or a setup user.2. In the Setup and Maintenance work area, go to the following:

◦ Oering: Compensation Management

◦ Functional Area: Application Extensions

◦ Task: Manage Applications Core Administrator Prole Values

Tip: Alternatively, you can search for the task name in the Search Tasks text box.

3. In the Prole Display Name eld, search for the following string:

CORS.

Note: Search terms entered in the search eld are case sensitive.



18

4. In the search results, click on the CORS_ACCESS_CONTROL_ALLOW_HEADERS prole option code.5. Ensure that the Prole Value eld contains the following list of comma separated header values. If any of these

header values is missing, just add the missing ones. The order is not signicant.

◦ Authorization

◦ Accept-Language

◦ Content-Language

◦ Content-Type

◦ KMAuthToken

◦ REST-Framework-Version

◦ X-Oracle-ABCS-SessionId

◦ X-Oracle-ABCS-UserId

6. In the Prole Display Name eld, search for the following string:Allowed Domains

7. In the search results, click on Allowed Domains.8. Click the Allowed Domains prole option.9. Click the Site prole level.

10. Verify that the Prole Value eld contains one of the following:

◦ *

◦ <Your_Digital_Customer_Service_Domain>

11. (Optional) If neither of the values listed in step 10 appear in the Prole Value eld, then add one of them. thenclick Save.

Related Topics• Use a token relay

Set Up Oracle Identity Cloud Service

Use Oracle Identity Cloud Service to Enable User SynchronizationSynchronization is enabled by default, but there are circumstances where it might be disabled. Begin by verifying thatsynchronization is enabled.

If synchronization isn't enabled, you use Oracle Identity Cloud Service to enable it. Refer to the topic: EnableSynchronization from Oracle Fusion Applications Cloud Service to Oracle Identity Cloud Service with Oracle FusionApplications Cloud Service as the Identity Provider topic in the Related Topics.

Complete only the steps in the sub-topic: Enable Synchronization by Modifying the Oracle Fusion Application in OracleIdentity Cloud Service, and make sure to select Authoritative Sync when you dene the synchronization type.

Note: Because the application entry was already created during provisioning you don't need to completethese two subtopics:

• Obtain the External Host Name and Port Number of Your Oracle Fusion Applications Cloud Service• Create a New Oracle Fusion Application in Oracle Identity Cloud Service

https://docs.oracle.com/en/cloud/paas/app-builder-cloud/visual-builder-developer/service-connection-authentication.html#GUID-BA7D0DF9-C140-43ED-B238-01C315D582E9



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Related Topics

• Enable Synchronization from Oracle Fusion Applications Cloud Service to Oracle Identity Cloud Service withOracle Fusion Applications Cloud Service as the Identity Provider

Create a Non-Federated User Account for DevelopersAfter performing a user synchronization, a non-federated user account must be created in Oracle Identity Cloud Servicefor use with Oracle Developer Cloud Service.

A non-federated user account is required in Oracle Identity Cloud Service for users, such as developers, that need toauthenticate to Oracle Developer Cloud Service to use the Git integration for managing source code.

Note: Follow the instructions in this topic only if your developers intend to use Git.

In subsequent topics, the developer will need to provide their credentials to authenticate to Oracle Developer CloudService. You can only authenticate to Oracle Developer Cloud Service with non-federated user accounts in OracleIdentity Cloud Service. The topics in which the developer credentials will be required are: Congure Git and Set UpOracle Visual Builder.

Follow the instructions in the Creating User Accounts topic listed in the Related Topics section to create a user in IDCSfor the developer to log in to Developer Cloud Service. This user must not exist in B2B Service Identity Manager.

Related Topics

• Creating User Accounts

• Editing Aribute Values for the User Account

Add User RolesThis topic describes how to add roles in Oracle Visual Builder and Oracle Developer Cloud Service to congure properuser authentication for your Oracle Visual Builder platform and editor.

To add user roles:

1. Add Oracle Visual Builder roles:

a. Assign the Oracle Visual Builder ServiceDeveloper role for users that require build and maintain accessin the Oracle Digital Customer Service applications.

b. Assign the Oracle Visual Builder ServiceAdministrator role for users that require administrative accessto congure instance-wide seings for the Oracle Visual Builder environment for all applications.

For instructions about completing this task, refer to Assign User Roles in the Related Topics. Additionally, youcan learn more about roles and privileges in Oracle Visual Builder by referring to the Privileges Available toRoles in Oracle Visual Builder in the related topics.

Tip: You can use the lter to help you locate your instance. For Oracle Visual Builderinstances you might want to search for the name of your instance prexed with "VBINST" (forexample "VBINST_").

https://docs.oracle.com/en/solutions/integrate-saas-application-with-paas/enable-synchronization-oracle-fusion-applications-cloud-service-oracle-identity-cloud-service-oracle2.html#GUID-32E938BB-B80C-4461-B215-247976713580

https://docs.oracle.com/en/solutions/integrate-saas-application-with-paas/enable-synchronization-oracle-fusion-applications-cloud-service-oracle-identity-cloud-service-oracle2.html#GUID-32E938BB-B80C-4461-B215-247976713580

https://docs.oracle.com/en/cloud/paas/identity-cloud/uaids/create-user-accounts.html

https://docs.oracle.com/en/cloud/paas/identity-cloud/uaids/edit-attribute-values-user-account.html



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2. Add Oracle Developer Cloud Service developer roles:

a. Sign in to Oracle Developer Cloud Service.b. From the Oracle Cloud console dashboard, navigate to the Identity Cloud console and click

Applications.c. Click the link for your Oracle Developer Cloud Service instance.

You can use the lter to help you locate your instance. For Oracle Developer Cloud Service instances youmight want to search for your instance prexed with "DevServiceAppAUTO".

d. Click the Application Roles tab.e. Grant a role to users:

i. Click the menu options icon shown next to the role, and select Assign Users. If you want to assignthe role to a group, you need to select Assign Groups.

ii. Select the check box next to the name of each user that you want to add to the role, and then clickAssign.

Note: You will need to add the DEVELOPER_USER or theDEVELOPER_ADMINISTRATOR user roles. For more information about these roles,refer to the Identity Domain Roles in the Related Topics.

Related Topics• Assign Users to Roles• Privileges Available to Roles in Oracle Visual Builder• Identity Domain Roles

Set Up Oracle Visual Builder

Congure Oracle Visual Builder with B2B ServiceThis topic describes how to retrieve the Oracle Visual Builder designer URL and also how to specify the B2B Servicedetails in Oracle Visual Builder.

Retrieve the Oracle Visual Builder Designer URLYou will need to be able to access Oracle Visual Builder in the tasks in this section, as well as many other topics in thisdocument. This task describes how you locate the Oracle Visual Builder Designer URL in your B2B Service deployment.This URL is the one that you will need whenever you want to access Oracle Visual Builder.

Tip: You should bookmark this Oracle Visual Builder URL for all future Oracle Visual Builder sign-ins.

To retrieve the Oracle Visual Builder designer URL:

1. Sign in to B2B Service as an administrator or a setup user.2. In the Setup and Maintenance work area, click the Task menu, and select Review Topology.3. Click the Diagnostic Tests tab.4. Click the Enterprise Application Conguration sub-tab.5. In the Enterprise Application text box, search for the following string:

https://docs.oracle.com/en/cloud/paas/app-builder-cloud/abcag/add-users-cloud-account-idcs.html#GUID-7C96D880-AE72-4157-9314-8983A710E0A4

https://docs.oracle.com/en/cloud/paas/app-builder-cloud/abcag/oracle-visual-builder-roles-and-privileges.html#GUID-A937E5BA-35D6-4739-9FE8-235F34E11B0C

https://docs.oracle.com/en/cloud/paas/developer-cloud/csdcs/roles.html#GUID-13B48F2C-8784-41D4-AC41-63D7DB24F621



21

Oracle Hybrid

6. Press the Enter key.The Search and Select: Enterprise Application dialog box appears.

7. Click Oracle Hybrid VBCS.8. Click OK.9. Click Validate External Enterprise Application Endpoint URL.

10. Click the Run icon next to Validate External Enterprise Application Endpoint URL.11. Take note the value in the External Endpoint URL eld.

Note: This is the URL that you will need to use every time you want to access Oracle Visual Builder.

Specify the B2B Service Details in Oracle Visual BuilderTo specify B2B Service details in Oracle Visual Builder:

1. Sign into Oracle Visual Builder as an administrator.2. Click the Menu icon, and select Seings to open the Tenant Seings page.3. Click the Services tab, then click the Create Backend icon (+)4. In the Backend Service Type window, select Oracle Cloud Application Instance, and click Close.5. In the Instance URL eld of the Create Oracle Cloud Application Instance window, enter the instance URL of

your Oracle Cloud Applications backend service.6. From the Authentication drop down list, select Oracle Cloud Account.7. Click Create.

Note: You must set the Instance URL eld with the fully qualied domain name of your OracleApplications Cloud B2B Service instance.

Related Topics• Add a Connection for Applications Services

Create a New Digital Customer Service ApplicationThis topic describes how to create a new Digital Customer Service application in Oracle Visual Builder.

To create a new Digital Customer Service application:

1. Sign in to the Oracle Visual Builder editor as a user with the Developer role.2. Click New.

The Create Application dialog appears.3. In the Application template section, click Change template.4. Click the reference implementation tile that matches the B2B Service version you are using. For instance, if your

implementation is version 20B, choose the 20B tile, if your implementation is 20A choose the 20A tile, and soon.This template creates an application with basic service functionality, including the ability to create and updateSRs, search knowledge, and chat with an agent.

5. Click Use selected.6. Specify the Application Name.

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22

7. Specify the Application ID.The Application ID is automatically derived from the specied Application Name, but you can change it, ifdesired. The Application ID cannot be modied once the application is created: it appears in the applicationURL.

8. Click Finish.The Digital Customer Service application has been created. You are now ready to congure your DigitalCustomer Service application to meet your business needs.

Note: When Oracle B2B Service is deployed with multiple business units, additional conguration is required.For more information, refer to the Conguring Multiple Business Units with Digital Customer Service topic inthe Related Topics.

Caution: For your Digital Customer Service Reference Implementation template to work properly, access toKnowledge and Chat must be allowed anonymously. Your Oracle Visual Builder seings must to be conguredto allow publicly accessible applications to be created. To verify the seings, use the instructions that follow.

Related Topics• Digital Customer Service Terminology• Map Roles for Digital Customer Service• Congure Multiple Business Units with Digital Customer Service

Verify Your Oracle Visual Builder SeingsHere's how to verify your Oracle Visual Builder seings:

1. Sign in to Oracle Visual Builder as a Service Administrator.2. Click the Home menu.3. Click Seings.

The Tenant Seings screen appears.4. On the General tab, locate the Allow only secure applications to be created option, and ensure that it's

turned o.

Add Mappings to User RolesAfter creating your Digital Customer Service application, you must add the following mappings to your user roles inOracle Visual Builder:

• Customer Self-Service User

• Customer Self-Service Administrator

To add the required Oracle Identity Cloud Service role mappings to your application roles:

1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click the Menu icon and select Seings.4. Click the User Roles tab.5. Add the Customer Self-Service User mapping:

a. On the User card, click Assign groups or users.



23

The Change Assignments dialog box is displayed.b. In the list of available mappings, search for the following string:

Customer Self-Service Userc. Click the plus sign (+) next to Customer Self-Service User.d. Click Save Changes.

6. Add the Customer Self-Service Account Administrator mapping:a. On the Account_Administrator card, click Assign groups or users.

The Change Assignments dialog box is displayed.b. In the list of available mappings, search for the following string:

Customer Self-Service Account Administratorc. Click the plus sign (+) next to Customer Self-Service Account Administrator.d. Click Save Changes.

Set Up Authentication for Your ApplicationFor your application to run properly, you must rst set up system-to-system authentication between your DigitalCustomer Service application and Oracle B2B Service.

To complete the tasks in this topic, you must be signed in to the Oracle Visual Builder with a valid developer oradministrator account. You created this account in the previous topic. For more information about the developer useraccount that you created, refer to the Seing Up the APPID User, Administrators, and Developers topic earlier is thischapter.

To set up authentication, perform the following tasks:

1. Open your Digital Customer Service application in the Oracle Visual Builder.2. Click Service Connections.3. Congure authentication for crmRestApi:

a. Click crmRestApi.The crmRestApi tab opens.

b. Click the Servers tab.c. Click the pencil icon for the listed server.d. Ensure Allow anonymous access to the Service Connection Infrastructure is checked.e. Ensure Authentication for logged-in users is set to Oracle Cloud Account.f. Ensure Authentication for anonymous users is set to Basic.g. Click the Enter user name and password icon by the user name eld.

i. In the User name eld, enter the user name of APPID user.You created the APPID user name when seing up the APPID user. For more information, refer tothe Set Up the APPID User topic.

Caution: Don't enter your own named account in the user name eld.



24

ii. In the Password eld, enter the B2B Service password for the APPID user.h. In the Password eld, enter the B2B Service password for the APPID user.i. Ensure Connection type is set to Always user proxy irrespective of CORS support.

4. Congure authentication for fscmRestApi:

a. Click fscmRestApi.

The fscmRestApi tab opens.b. Click the Servers tab.c. Click the pencil icon for the listed server.d. Ensure Allow anonymous access to the Service Connection Infrastructure is checked.e. Ensure Authentication for logged-in users is set to Oracle Cloud Account.f. Ensure Authentication for anonymous users is set to Basic.g. Click the Enter user name and password icon by the user name eld.

i. In the User name eld, enter the user name of APPID user.

You created the APPID user name when seing up the APPID user. For more information, refer tothe Set Up the APPID User topic.

Caution: Don't enter your own named account in the user name eld.

ii. In the Password eld, enter the B2B Service password for the APPID user.h. Ensure Connection type is set to Always user proxy irrespective of CORS support.

5. Congure authentication for knowledge-service:

a. Click knowledge-service.

The knowledge-service tab opens.b. Click the Servers tab.c. Click the pencil icon for the listed server.d. Ensure Allow anonymous access to the Service Connection Infrastructure is checked.e. Ensure Authentication for logged-in users is set to None.f. Ensure Authentication for anonymous users is set to None.g. Ensure Connection type is set to Dynamic, so the service supports CORS.

Congure Git for Application Source ControlThis topic describes how to congure Git for source control of your application.

In some deployments, you might have multiple Oracle Developer Cloud Service instances available to you within youraccount on Oracle Cloud. Oracle recommends that you use only one instance that includes the following string in thelabel or name: test. Using only one version that includes the test string enables beer source code management withina single instance. This is recommended because, in the future, your account on Oracle Cloud will allow you to view onlyone test instance of Oracle Developer Cloud Service. Also, other instances that include test with be made obsolete, andwill be subject to removal.



25

To congure Git, follow these steps:

1. In Oracle Developer Cloud Service, set up a Git repository. For more information about seing up a Gitrepository, refer to the Related Topics. After doing this task, you will receive an email informing you of theOracle Developer Cloud Service URL.

Note: For groups that will be collaborating, when you're creating your project, select theShared option when dening Security.

2. In Oracle Visual Builder, integrate your application with a Git repository. For more information about integratingyour application with a Git repository, refer to the Related Topics.

Related Topics

• Set Up a Git Repository

• Integrate Your Application with a Git Repository

https://docs.oracle.com/en/cloud/paas/developer-cloud/csdcs/use-git-repositories.html#GUID-79A9A612-C240-4C9D-A1A0-BF1B81C9D716

https://docs.oracle.com/en/cloud/paas/app-builder-cloud/visual-builder-developer/integrate-your-application-git-repository.html#GUID-40A9AE4C-FA8F-4C5D-A036-A6F842FB03DC



26


Chapter 4Additional Feature Conguration

27

4 Additional Feature Conguration

Congure Multiple Business Units with Digital CustomerServiceWhen you have multiple business units, additional conguration is required once you have created your DigitalCustomer Service applications. Each business unit must have its own Digital Customer Service application.

Note: Only one business unit is supported per Digital Customer Service application.

For more information about seing up multiple business units, refer to the following cross-references in the RelatedTopics section: Seing Up Business Units for Service and Multiple Business Units in Sales.

Once you have created your Digital Customer Service applications, follow the instructions in the following sections ofthis topic:

1. Locate the business unit ID in Oracle B2B Service.2. Specify the business unit ID in the Digital Customer Service application.3. Congure the Business Unit ID for the Open Service Requests list.

Locate the Business Unit IDTo locate the business unit ID for your Digital Customer Service application:


◦ Oering: Service

◦ Functional Area: Company Prole

◦ Task: Manage Business Unit3. Locate your business unit in the Search Results list and copy the value in the BusinessUnitId column.

If you don't see a BusinessUnitId column, click the View menu to access the Columns menu, and then selectthe columns to display.

Note: You will need to use the value that you copied in the Specifying the Business Unit IDand Product Catalog Usage Code in the Digital Customer Service Application task.

Locate the Product Catalog Usage CodeTo locate the Product Catalog Usage Code for your Digital Customer Service application:


◦ Oering: Service

◦ Functional Area: Business Units



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◦ Task: Manage Service Product Group Usage for Business Unit

3. Copy the value in the Business Unit Prole Value text box.

You will need to use the value that you copied in the Specifying the Business Unit ID and Product Catalog UsageCode in the Digital Customer Service Application task.

Note: If you haven't yet set the scope for tasks, the Select Scope dialog box appears. Formore information about seing the scope for tasks, refer to the Set the Scope in Service BUSetup topic in the Related Topics.

Specify the Business Unit ID and Product Catalog Usage Code in the DigitalCustomer Service ApplicationOnce you have located the business unit ID and product catalog usage code in Oracle B2B Service, you must specifythem in your Digital Customer Service application.

To specify the business unit ID and product catalog usage code:

1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click the Web Apps tile.4. In the Web Apps tree, click dcs.

A dcs tab appears.5. Click the (x) (Variables) icon.6. Set the business unit ID:

a. Click businessUnitId.b. In the Default Value text box, specify the value that you copied in Step 3 of the Locating the Business

Unit ID task.7. (Optional) Set the non-default usage code:

a. Click usageCode.b. In the Default Value text box, specify the value that you copied in Step 5 of the Locating the Product

Catalog Usage Code task.8. Refresh your Digital Customer Service application.

Note: When adding the Chat or Category Selector to a page, you must ensure that your businessUnitIdproperty is bound to $application.variables.businessUnitId. Moreover, when adding the Product Selector toa page, its usageCode property must be bound to $application.variables.usageCode.

Related Topics

• Set the Scope in Service BU Setup

• Create a New Digital Customer Service Application

• Seing Up Business Units for Service: Overview

• Manage Setup Using Oering Functional Areas

• Overview of Multiple Business Units in Sales

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=FAIEC2856162



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29

Congure CobrowseHere's how to set up Cobrowse, and Integrate the Cobrowse script tag in your Digital Customer Service application.

Set Up CobrowseThis topic describes what's required before integrating the Oracle Cobrowse script tag in your Digital Customer Serviceapplication.

1. Congure the Oracle Cobrowse widget using the Oracle Digital Engagement Channels Administrative Console:a. Navigate to the following URL:

www.mylivelook.comb. In the Login eld, enter the administrator's email address that was specied when you ordered the

service.c. Enter your password.

Note: On your rst login aempt, you will need to click the Forgot my password linkand instructions for creating a password will be emailed to you.

d. Click Login.For more information, refer to topics about Seing Up Cobrowse chapter in the Implementing Service guide inthe Related Topics.

2. Locate the src URL, which is in the Cobrowse Launcher Script in the Oracle Cobrowse administration UI. Formore information, refer to The Deploying Cobrowse topic in the Implementing Service guide in the RelatedTopics..

Integrate the Cobrowse Script Tag in Your Digital Customer ServiceApplicationBefore integrating Oracle Cobrowse with your Digital Customer Service application you must congure Cobrowse inOracle B2B Service and obtain the script tag.

1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click the Web Apps tile.4. In the Web Apps tree, expand dcs , then root pages, and then click shell.

The shell tab appears.5. Click the JS (Functions) icon.6. Search the script for the following string:

return PageModule;

Note: This line should be the second to last line in the script.



30

7. Paste the following code on the blank line before the return PageModule; line.$.ajax({ url:'<launcher.js URL>?lang=' + oj.Config.getLocale(), dataType: 'script', async: false });

8. Replace the <launcher.js URL> in the code that you just pasted, with the src URL that you located on step 2 ofthe Seing Up Cobrowse task. For example:$.ajax({ url:'https://17be.ssl.cf2.rackcdn.com/llscripts//launcher.js?lang=' + oj.Config.getLocale(), dataType: 'script', async: false });

Related Topics• Create a New Digital Customer Service Application• Seing Up Cobrowse• Deploying Cobrowse

Map Roles for Digital Customer ServiceNow you map roles to let the Oracle Visual Builder role to match with Oracle B2B Service. Once you have done this taskyou will be able to manage user roles in the Oracle B2B Service and your Digital Customer Service application similarly.

You must follow the process for mapping roles in this topic if you want to dene additional roles.

Map a New Role1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click the Menu icon and select Seings.4. Click the User Roles tab.5. Click Add Role.6. Enter a role name in the Role text box.7. In the Mapping list, select the role to which to map.8. Click the Check Mark icon to complete the mapping.

Edit an Existing Role Mapping1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click the Menu icon and select Seings.4. Click the User Roles tab.5. Hover over the role that you want to edit in the User Roles list, then click the Pencil icon.6. Edit the role name in the Role text box.7. In the Mapping list, edit the role to which to map.8. Click the Check Mark icon to complete the mapping.

Remove an Existing Role Mapping1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click the Menu icon and select Seings.





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4. Click the User Roles tab.5. Hover over the role that you want to remove in the User Roles list, then click the Trash Can icon.

The user role is removed.6. Click Close.

Set Up Products, Categories and Knowledge ArticlesHere are instructions on how to create products, categories, and author knowledge articles specic to Digital CustomerService. Product items and groups are used within the Digital Customer Service application to provide beer supportand knowledge article navigation. Also, product items and groups help you associate service requests for Oracle B2BService process ows. So, when you're creating and using product items and groups, think of them as another way toimprove your customer's experience.

To congure products and categories for service request management:

1. Sign in to Oracle B2B Service as an administrator or a setup user.2. Congure the products that are available in service requests.

Note: When creating your products, the following options must be selected: Eligible to Sell,Eligible for Service and Enable Customer Self-Service.

For information about conguring products, refer to the Related Topics.3. Congure the available categories for service requests.

For information about conguring categories, refer to the Related Topics.4. Author Knowledge articles that you want users to have access to in their Digital Customer Service applications.

For information about creating and editing knowledge articles, refer to the Related Topics.

Related Topics• Managing Service Request Categories: Explained• Knowledge Articles• Work with Sales Products

Create a Digital Customer Service Icon in Oracle B2BServiceSometimes, when users perform certain actions in the Digital Customer Service application, they're redirected to theOracle B2B Service Dashboard. To make this path easier for your users, Oracle recommends that you include a DigitalCustomer Service icon within the user's dashboard.

Note: If you use a third-party identity management solution with Oracle B2B Service, you must address theredirect issues within your deployment.

Follow the procedures in this topic in the listed order to create a Digital Customer Service icon in Oracle B2B Service:

1. Create a New Sandbox.


http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=FAEUK2269865

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2. Create a New Card Icon for Accessing Digital Customer Service.3. Validate the Card Icon.4. Publish the Sandbox.

Create a New SandboxTo create a new sandbox:

1. Sign in to Oracle B2B Service.2. Click Navigator > Conguration > Sandboxes.3. Click the + icon (New) to create the new sandbox.4. Select the sandbox created in Step 3.5. Click Set as Active.

Create a New Card Icon for Accessing Digital Customer ServiceTo create a new card icon for accessing Digital Customer Service:

1. Sign in to Oracle B2B Service.

Note: Ensure that your sandbox is set as active.

2. Navigate to the Conguration work area and click Structure.3. From the Create menu, select Create Page Entry.4. Enter information for the new card:

◦ Name. Specify DCS.

◦ Icon. Select an icon.

◦ Group. Select Service.

◦ Show on Navigator. Select EL Expression, then select the Edit and paste the following expression:#{!securityContext.userInRole['ORA_PER_EMPLOYEE_ABSTRACT']}

◦ Show on Springboard. Select EL Expression, then select the Edit and paste the following expression:#{!securityContext.userInRole['ORA_PER_EMPLOYEE_ABSTRACT']}

◦ Link Type. Select Static URL.

◦ Destination. Specify the URL for your Digital Customer Service web application.


Validate the Card IconTo validate the card icon:

1. Sign in to Oracle B2B Service.2. Click Navigator > Conguration > Sandboxes.3. Select the sandbox created in the Create a New Sandbox topic.4. Click Set as Active.5. Navigate to the Home page.

The DCS icon appears on the Home page and in the Navigator.



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Publish the SandboxTo publish the sandbox:

1. Sign in to Oracle B2B Service as a user with the Sales Administrator job role.2. Click Navigator > Conguration > Sandboxes.3. Select the name of the sandbox created in the Create a New Sandbox topic.

The Sandbox Details dialog appears.4. Click Publish.

Related Topics• Create and Activate Unied Sandboxes• Publish Unied Sandboxes

Congure Prole OptionsThis topic describes Digital Customer Service prole options, including conguration instructions.

The following two task lists apply to prole options for Digital Customer Service:

• Manage Digital Customer Service Prole Options

• Manage Digital Customer Service Account Setup Prole Options

Overview of Prole OptionsProle options let you congure and control application data centrally. Administrators and setup users manage proleoptions in the Setup and Maintenance work area.

Prole options store various kinds of information, including the following:

• User preferences

• Installation information

• Conguration choices

• Processing options

In this topic, we will focus on Oracle B2B Service prole options specic to Digital Customer Service. For moreinformation about prole options, refer to the Prole Options topic in the Related Topics.

Registration Prole OptionsThe following table lists the prole options for Digital Customer Service Registration Prole Options.

Prole Option Default Value Possible Values Eect

SVC_ CSS_ SELF_REGISTRATION

New Or Existing

None New Or Existing

Species which contactscan self-register. If Existingis specied, only existingcontacts can self-register.

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=7595F4221B3C3B12E053A398F70A257C

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=7BCBCAA8C92803A5E053A398F70AD2DB



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Existing Only

SVC_ CSS_ SELF_ REG_AUTO_APPROVE

False

True False

Enables automatic approvalfor self-service userregistration. If SVC_ CSS_ SELF_ REG_AUTO_APPROVE is set toFalse and SVC_ CSS_ ACCT_ADMIN_APPROVE is setto True, then the DigitalCustomer Service AccountAdministrators can approveuser registration requests inthe Digital Customer ServiceCustomer user interface.Also Digital Customer ServiceAdministrators can approveregistration requests in theDigital Customer ServiceAdministration user interface.

SVC_ CSS_ ACCT_ADMIN_APPROVE

True

True False

Enables the approval of self-service user registrationrequests by users with DigitalCustomer Service AccountAdministrator roles. If set to True, DigitalCustomer Service AccountAdministrators can approveuser registration requests inthe Digital Customer Servicecustomer user interface andDigital Customer ServiceAdministrators can approveregistration requests in theDigital Customer ServiceAdministration user interface. If set to False, onlyDigital Customer ServiceAdministrators can approveregistration requests in theDigital Customer ServiceAdministration user interface.

Note: This optionapplies only when theSVC_ CSS_ SELF_ REG_AUTO_APPROVE optionis set to False.

SVC_ CSS_ ACCT_ KEY_FIELD

OrganizationName

Any eld in the Account object

Species a valid eld name inthe Account object. The eldname is case sensitive.



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Note: You must createan aribute in theaccount object to be theaccount key, becausethe default account keyof account name isn'tsecure.

SVC_ CSS_ REG_CONT_MAP

PersonFirstName:PersonFirstName PersonLastName:PersonLastName EmailAddress: EmailAddress

NULL Any dened value, with acolon separating elds, andcommas separating the pairs. For example, reg_eld1:contact_ eld1 reg_eld2: contact eld2

Species name and valuepairs that map elds of theRegistration View object to theContact View object. When setto NULL, the same name isexpected in both objects.

SVC_ CSS_ SIGN_IN_ATTR_NAME

EmailAddress

The value of the assignedaribute must be unique. Possible values include: EmailAddress

Species the sign-in aributethat users must specify inthe Login ID eld in the Self-Service Registration object.This eld is used to determinewhether the user exists in theLightweight Directory AccessProtocol server.

SVC_ CSS_ REG_FLD_CONTACT

EmailAddress

Any elds on the Contactobject

Species the elds to useduring the user registrationprocess to determine if theregistering user is an existingcontact. The eld names arecase sensitive.

SVC_ CSS_ SEND_WELCOME_EMAIL

True

True False

Enables sending a welcomeemail when a new useraccount is created.

SVC_ CSS_ USER_ ROLE_COMMON_NAME

ORA_ SVC_ CUSTOMER_SELF_ SERVICE_USER_ABSTRACT

A string representing thename of the role that's setup for Customer Self-Serviceusers. Typically, this is a copyof a Customer Self-ServiceUser with additional privilegesadded.

Species the commonname of the role granted topreviously created CustomerSelf-Service Users. For more information refer toAssigning Custom Job Roles inthe Related Topics.

SVC_ CSS_ ACCT_ ADMIN_ROLE_ COMMON_NAME

ORA_ SVC_ CUSTOMER_SELF_ SERVICE_ ACCOUNT_ADMINISTRATOR_ ABSTRACT

A string representing thename of the role that's setup for Customer Self-ServiceAccount Administrator.Typically, this is a copy of

Species the commonname of the role grantedto the previously createdCustomer Self-ServiceAccount Administrators.



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a Customer Self-ServiceAccount Administrator withadditional privileges added.

For more information refer toAssigning Custom Job Roles inthe Related Topics.

SVC_ CSS_ USER_CATEGORY

An empty string.

A string.

Species the user categorythat denes the URL towhich the self-service user isredirected after a passwordreset. The user category is dened inthe Security Console.

SVC_ CSS_ IMP_ SIGN_IN_ATTR_NAME

PrimaryEmailAddress

Any eld on the Contactobject.

Species a eld in the Contactobject to be used as the sign-in aribute when importingdata into the Self-ServiceRoles object. The eld name iscase sensitive.

SVC_ CSS_ USE_FA_AS_IDP

False

True False

Species whether the identityprovider is Oracle FusionApplications or Oracle IdentityCloud Service. When set to True, OracleFusion Applications is used.

Account Setup Prole OptionsThe following table lists the prole options for Digital Customer Service Account Setup Prole Options.


SVC_ AC_ MQS_ ACCOUNT_ID

None

A string that represents thevalue of the identity domainassigned to your order.

Associates the Account ID tothe identity domain assignedto the order. This represents the IdentityDomain shown in theMyAccount UI in Cloud Portal

SVC_ AC_ MQS_DATA_CENTER

None

A string that represents thevalue of the Data Centerassigned to your order.

Enables the data center to usethe metering service. This represents the name ofthe Data Center shown in theMyAccount UI in Cloud Portal.



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CSO_ CONTENT_RATING_TYPE

None

True and False

Enables content rating forKnowledge.

Set Digital Customer Service Prole OptionsThis topic describes how to set prole options for Digital Customer Service. The prole options specic to DigitalCustomer Service are found in two task areas: Manage Digital Customer Service Prole Options and Manage DigitalCustomer Service Account Setup Prole Options.

To nd and set the Digital Customer Service prole options:


◦ Oering: Service



or

◦ Task: Manage Digital Customer Service Account Setup Prole Options

3. Click the name of the prole option that you want to modify.4. Set the prole option value as needed.5. Click Save and Close.

Related Topics• Overview of Prole Options• Overview of Mandatory Setup Tasks• Manage Setup Using Oering Functional Areas

Assign Custom Job RolesThis topic describes how to assign custom job roles for use in Digital Customer Service.

There are many reasons why you might create a custom job role for Customer Self-Service users. One possible reason iswhen you create a custom object and want to assign privileges to that object.

To assign custom job roles for use in Digital Customer Service:

1. Create a custom role by making a copy of one of the following predened roles:

◦ Customer Self-Service User

◦ Customer Self-Service Account Administrator

For more information about creating custom roles by making copies of roles, refer to the Guidelines forCopying Sales Roles and Copying Job or Abstract Roles: Procedure links in the Related Topics.





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2. Set the value of the appropriate Digital Customer Service prole option to the name of the custom role youcreated. The following prole options can be set to the name of the custom role:

◦ SVC_CSS_USER_ROLE_COMMON_NAME If the value of this prole option is set to the name of a custom role, thenall Customer Self-Service Users will be assigned this role when they are provisioned.

◦ SVC_CSS_ACCT_ADMIN_ROLE_COMMON_NAME If the value of this prole option is set to the name of a custom role,then all self-service users who are assigned the Customer Self-Service Account Administrator role willreceive this custom role.

For more information about seing prole options, refer to the Conguring Prole Options topic.

Note: If you update these prole options to specify a custom role once your Digital CustomerService application is in use, you must perform a mass update of any existing users from theold roles to the new roles.

Related Topics

• Guidelines for Copying Sales Roles

• Copy Job or Abstract Roles

• Add Mappings to User Roles

Congure Proactive KnowledgeThis topic provides an overview of the proactive knowledge feature and describes how to congure variables relating toproactive knowledge.

Overview of Proactive KnowledgeThe proactive knowledge feature enables you to display relevant knowledge articles to users prior to creating a ServiceRequest (SR). Having access to knowledge articles helps customers self-service their own issues, possibly avoidingcreating SRs altogether.

When the user aempts to submit an SR, the application uses the title of the SR to search the knowledge base. If theknowledge search returns matches, the application shows a list of relevant knowledge articles to the user. If the userdetermines that one of the articles answers their question, then the SR isn't submied. If the knowledge articles don'thelp, the user can go ahead and create the SR. If the knowledge search doesn't return any matches, the applicationautomatically submits the SR.

You can control if proactive knowledge is displayed at all, or based on how many knowledge searches a user hascompleted, or even by the number of articles that the user views. Also, you can congure the number knowledgearticles that are displayed.

Control when Proactive Knowledge is DisplayedProactive knowledge display options are controlled using variables. This table lists and describes the variables, and alsocontains an explanation of the accepted values that can be assigned to each variable

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=OSCUS1688528

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=OSCUS1688271



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Variable Description Accepted Values

isProactiveKnowledgeOn

Controls if proactive knowledge isdisplayed during SR creation.

Note: If this variable is set to false,proactive knowledge is entirelydisabled. Consequently, no othervariables related to proactiveknowledge need to be congured.

true or false The default value is true.

disableProactiveKnowledgeSearchCount

The number of knowledge searches thata user must perform to prevent proactiveknowledge articles from being displayed. For example, if this value is set to 2, thenif a user performs at least two searchesfor knowledge articles, then proactiveknowledge isn't displayed.

Positive integer The default value is 1.

disableProactiveKnowledgeViewCount

The number of knowledge articles thata user must view to prevent proactiveknowledge articles from being displayed. For example, if this value is set to 3, thenif a user views at least three knowledgearticles, then proactive knowledge isn'tdisplayed.

Positive integer The default value is 2.

To congure the variables that control if and when proactive knowledge is displayed:

1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click the Web Applications tile.4. In the Web Apps tree, expand dcs, and then expand ows.5. Click on service-request-create.

The service-request-create tab opens.6. Click the (x) (Variables &Types) icon.7. Modify the Default Value eld of one or more variables of the following variables:

◦ isProactiveKnowledgeOn

◦ disableProactiveKnowledgeSearchCount

◦ disableProactiveKnowledgeViewCount

Note: If the number of knowledge searches performed is equal to or greater than the value indisableProactiveKnowledgeSearchCount or the number of knowledge articles viewed is equal to or greater thanthe value in disableProactiveKnowledgeViewCount, then proactive knowledge isn't displayed.



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Control How Many Knowledge Articles are DisplayedYou can control the maximum number of knowledge articles to display when proactive knowledge displayed. Thevariable that controls this is kmArticlesPageSize.

Note: The default value assigned to kmArticlesPageSize is 5.

To congure how many knowledge articles to display:

1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click the Web Applications tile.4. In the Web Apps tree, expand dcs, then expand ows, and then expand service-request-create.5. Click on service-request-create-answers.

The service-request-create-answers tab opens.6. Click the (x) (Variables &Types) icon.7. Click kmArticlesPageSize.8. Enter the number of articles to display in the Default Value eld.

Congure the Self-Service Registration ObjectUse this topic to congure the Self-Service Registration object.

Overview of the Self-Service Registration ObjectDigital Customer Service self-service registration requests are submied using the Self-Service Registration object. Thisobject is extensible and can be congured using the Application Composer in Oracle B2B Service. With the ApplicationComposer, you can add new elds, validation rules and triggers to the object.

The payload of the REST request to the Self-Service registration resource can supply a value for the following aributes:

• Account Key

• Email

• First Name

• Middle Name

• Last Name

During the approval process, a contact record is created, and the aributes of the Self-Service Registrationobject can be transferred to the Contact object. The value assigned to the SVC_CSS_REG_CONT_MAP prole optiondetermines which aributes in the Self-Service Registration object are transferred to which aributes in the Contactobject. The default value assigned to SVC_CSS_REG_CONT_MAP prole option is: PersonFirstName:PersonFirstName,PersonLastName:PersonLastName, EmailAddress:EmailAddress. This means the value of the rst name aribute of the Self-Service Registration object is transferred to the st name aribute of the Contact object.



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Use CaseFor business reasons, if additional information needs to be gathered about the user submiing a registration request,custom elds can be added to the Self-Service Registration Object. If an additional eld is a required, then a value mustbe provided in the REST request sent to the Self-Service Registration object.

If a new required custom aribute is added to the Contact object, a new custom aribute must also be added to the Self-Service Registration object and then specied in the SVC_CSS_REG_CONT_MAP prole option. This will transfer the value ofthe new aribute of the Self-Service Registration object to the new aribute of the contact object.

For example, if the date of birth of the user submiing the registration request is required for any reason, this aributecan be added to the Self-Service Registration object and mapped to the Date of Birth aribute that already existson the Contact object. If the name of the aribute is DateOfBirth then the value of SVC_CSS_REG_CONT_MAP proleoption should be PersonFirstName:PersonFirstName, PersonLastName:PersonLastName, EmailAddress:EmailAddress,DateOfBirth_c:DateOfBirth.

Note: The API Name of the new aribute is dierent from the Name.

Here are the tasks that you need to complete to address this use case:

1. Create the Field2. Test the REST Request3. Modify the Prole Option

Create the FieldFirst, you need to create the eld.

To create the eld:

1. Sign in to Oracle B2B Service as an administrator or a setup user.2. Create a sandbox for adding the Date of Birth eld:

a. Click Navigator > Conguration > Sandboxes.b. Click Create Sandbox.

The Create Sandbox page appears.c. Enter a name in the Name eld.d. Click Create.e. In the Available Sandboxes list, click the name of the sandbox name that you specied in step c.f. Click the Plus icon (Add Tools).

The All Tools dialog appears.g. Click the check-box in the Active next to each tool, then click OK.h. Click Enter Sandbox.

3. Navigate to the Application Composer.4. Expand Objects, then Standard Objects, then Self-Service Registration, and then click Fields.

The Fields page appears.5. Click Create a custom eld.6. Click the Date option, then click OK.

The Create Date Field page appears.



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7. Specify the following for the Date eld options:

◦ In the Display Label eld, enter the following string:

Date of Birth

◦ The Name eld will be pre-populated based on the name that you entered for the Display Label, withoutany spaces.

◦ The API Name eld will be pre-populated based on the name that you entered for the Display Label,without any spaces, and typically with the following sux:

_c

Tip:

You will need to note the value assigned to the Date of Birth eld, because it will be assigned to theSVC_CSS_REG_CONT_MAP prole option in the Modify the Prole Option task, later in this topic.

◦ Deselect the Required option in the Constraints section.

◦ Select the Updatable option in the Constraints section.

◦ Deselect the Searchable option in the Constraints section.

◦ Select the Include in Service Payload option in the Constraints section.


Test the REST RequestUse this sample curl command to test the REST request:

Note: This is only an example. Your curl command must include details relevant to your deployment.

curl -X POST \ https://host.mycompanydomain.com/crmRestApi/resources/11.13.18.05/selfRegistrations \ -H 'Accept: application/json' \ -u "<user_name>:<password>" \ -H 'Content-Type: application/vnd.oracle.adf.resourceitem+json' \ -d '{ "AccountKey": "HDFC Bank", "PersonFirstName": "Lilly", "PersonLastName": "Inigo", "EmailAddress": "[email protected]" , "DateOfBirth_c":"2001-01-01"}'

Modify the Prole OptionTo modify the SVC_CSS_REG_CONT_MAP prole option so that it includes the Date of Birth eld:


◦ Oering: Service





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3. Click the SVC_CSS_REG_CONT_MAP prole option.4. Add the following prole option value to the list of values:

DateOfBirth_c:DateOfBirth


Related Topics

• Dene Fields

Application Conguration SeingsDigital Customer Service application seings are congured using application level variables in the Digital CustomerService web application. This topic describes how to congure seings, followed by descriptions of the applicationvariables.

Modify the Application VariablesThis topic describes how to modify application variables for your Digital Customer Service application in the OracleVisual Cloud Builder Service. The variables that are available for conguration are described in the topics that follow.

To modify the application variables:

1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click the Web Applications tile.4. Click dcs.

Note: This is the default name when using the Digital Customer Service ReferenceImplementation. If you have changed the name in Oracle Visual Builder, click on the modiedname.

The dcs tab appears.5. Click the (x) icon (Variables).6. Click a variable, and make your modications.

LinkingThis topic describes application variable related to Service Request and Knowledge Management article linking.

All of the application variables related to Service Request and Knowledge Management article linking are contained inthe linkCong application variable. When you use the Digital Customer Service Reference Implementation template, thearticle linking section is congured as follows:

{ "SERVICE_REQUEST_CRM": { "pattern": "\\b(SR|Bug)(\\d{10})\\b" }, "KNOWLEDGE_LINK": { "pattern": "\\b((?:SOL|FAQ)\\d+)\\b", "keyProperty": "IMDocumentId"

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=OACEX1985995



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}, "SERVICE_REQUEST_HCM": { "pattern": "\\b(Ticket)(\\d{10})\\b" }}

The SERVICE_REQUEST_CRM, and SERVICE_REQUEST_HCM object type lines control the Service Request linking. TheKNOWLEDGE_LINK object type line controls the Knowledge Management article linking.

By default in the Digital Customer Service Reference Implementation template, SR and Bug are dened as the caseinsensitive prex that identify CRM Service Requests. Similarly, Ticket is dened as the case-insensitive prex thatidenties HCM Service Requests. For Knowledge Management articles, SOL and FAQ can be used interchangeably asthe case-insensitive prex that identies articles. These prexes are dened in the paern application variable in eachobject type.

For example, if you want to change the prex for Service Requests specically to include both SR and Service Request asthe prex paerns, modify the SERVICE_REQUEST object type as follows:

"SERVICE_REQUEST_CRM": { "pattern": "\\b((?:SR|Service Request)\\d{10})\\b"},

Congure Product and Category FilteringThis topic describes the application variables related to product and category ltering.

• dcsCategoriesOnly Species the categories to display in your Digital Customer Service application. When set totrue, categories with the CSSFlag set to false in the REST API won't be displayed in the Category Selector.

• dcsProductsOnly Species the products to display in your Digital Customer Service application. When set toTRUE, only products with Enable for Customer Self Service set to YES will be displayed in the Product Selector.When set to FALSE, all products in the Oracle B2B Service Service product catalog are displayed.

Congure Product and Category Recent SelectionsThis topic describes the application variables related to product and category recent selections.

• recent-selections Contains the recent selections. This variable should be mapped to an application levelvariable. Up to ve recent selections are displayed, with the most recent listed rst.

• recent-list-limit Determines the number of rows that are displayed.

• show-recent Determines if recent selections are displayed.

Congure Language Defaults in Knowledge ManagementThis topic describes the application variables related to language defaults in Knowledge Management.

This conguration is required when more than one region is supported for the same language, because the defaultfrom the conguration le is used. Also for the API that retrieves the Knowledge Management locales, a localeId mustbe provided in the kmauthtoken, so that value is taken from the conguration le.

Oracle Knowledge Management supports a predetermined set of locales for knowledge searches. If the Accept-Language header element of the knowledge search REST request doesn't match one of the supported locales, an HTTP400 error is returned. To prevent this, the locale specied in the Accept-Language header is overridden. This logic thatdetermines the override locale is as follows:

1. Query the Server for all the supported locales and cache it.2. Get the locale preference from the Oracle JET locale conguration using oj.Cong.getLocale();



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Note: Oracle JET determines the locale for locale-sensitive operations in the followingorder: locale specication in the RequireJS conguration, lang aribute of the HTML tag,navigator.language browser property or navigator.userLanguage Internet Explorer property.

◦ If the locale preference is on the supported locale list, use it.

◦ If the locale preference isn't a supported locale, extract the language from it.

3. Search the supported locale list by language. If only one match is found, use it.4. Search kmLanguageDefaults in the kmConfig application variable. If a match is found, use it.5. Pick the default locale for any language not on the list and use it.

The kmLanguageDefaults variable is the child of kmConfig variable. It maintains a mapping of language to locale.

The Interface ID for Knowledge RequestsThis topic describes the application variables related to Interface ID defaults for Knowledge Management articles.

Use the kmInterfaceId variable , which is a child of the kmConfig top level application variable, to control what type ofKnowledge Management articles appear in your Digital Customer Service application.

kmInterfaceId Variable Value Eect

1

Only Oracle B2B Service articles appear.

2

Only Oracle HCM Cloud articles appear.

-1

Both Oracle B2B Service and Oracle HCM Cloud articles appear.

Set Up Visual NavigatorVisual Navigator, once congured, enables you to show a grid of tiles on a page to facilitate navigation within andoutside of the Digital Customer Service application.

When you drop the component on a page in the DCS application, you must congure the component before anythingappears in the UI. You must determine the number of grid tiles, the image and text that displays in each tile along withthe action that's taken when each tile is clicked.

Find the Visual Navigator component in the list of Digital Customer Service components in the Components palee.Drag and drop the component from that location onto the page where you would like the Visual Navigator to appear.When you drop the component on the page, a NavigatorLoadAction action chain is created at the page level. You willneed to modify this action to congure the items the navigator displays. A number sux is added to the name if morethan one navigator is added to a given page.



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Specify Items for an ArrayTo congure the navigator items you must rst specify the items that you want the navigator to show in an array. Youcan specify this either by an action chain variable or using a separate JSON le.

Specify Items for the Action Chain VariableNow you specify the items as an action chain variable. You edit the NavigatorLoadAction and set the default value ofthe action chain variable items to be an array.

1. From the page ow that you dropped the Visual Navigator component on, select the Actions icon.2. From the list of Actions, select NavigatorLoadAction.3. Click the Action Chains - Variables tab.4. Select the items array from the list of variables5. In the Default Value eld, enter your code.

See the following example as reference.[ { "title": "Happy Holidays", "description": "Wishing all our customers a happy holiday season!", "type": "info", "icon": "fa fa-5x fa-glass-cheers" }, { "title": "Setup your Nimbus 3000", "description": "How do I configure my Nimbus 3000?", "type": "knowledge-article", "id": "1003002", "icon": "fa fa-5x fa-question" }, { "title": "My Service Requests", "type": "service-request", "operation": "list", "icon": "fa fa-5x fa-ticket-alt" }, { "type": "product", "id": "CRMITEM-AS54888-00182744", "icon": "fa fa-5x fa-desktop" }, { "type": "my-profile", "title": "My Profile", "description": "View your account information.", "icon": "fa fa-5x fa-user" }, { "type": "url", "title": "Google", "icon": "fa fa-5x fa-search", "params": { "url": "https://www.google.com" } }]



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Work With the JSON FileCreate a JSON le on your local le-system using the same format as the previous example. From the web applicationnavigator in Visual Builder upload the JSON le in a folder under the application's resource folder. Do this by eitherdragging and dropping the le or by right-clicking the folder you want to upload the JSON le to and selecting Importfrom the menu.

If you need to edit the NavigatorLoadAction use these steps:

1. Add a Call Module Function action as the rst action in the chain.2. Set the Call Module Function to call the application level loadJSON function.3. Set the path input parameter of the function to be the relative path of the JSON le under the resources

directory.4. Add an Assign Variables action after the newly added Call Module Function action.5. Assign the result of the call module function to ow level items variable.

Navigation ItemsThe supported types and operations are dened in the NavigateAction on the shell page. By default, the following typesand operations are supported but these can be extended by adding additional cases to the shell page's NavigateAction.If no operation is specied it defaults to details.

The supported types and operations are listed in the following table:

Description Type Operation ID Parameters AdditionalInformation

Static information

info

Navigate to theContact Us Page

contact-us

Navigate to theHome page.

homepage

Visit a knowledgearticle

knowledge-article

Knowledge articleidentier. ThekmContentId URLparameter whenviewing the articlein DCS.

Navigate to theuser's prole page

my-prole

Navigate to theproduct page

product

Item number ofproduct

The title ofthe navigationitem will be theproduct's nameloaded from B2BService.



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Description Type Operation ID Parameters AdditionalInformation

Navigate to theservice requestcreate page.

service-request

create

Navigate to theservice request listpage.

service-request

list

Open a URL in anew tab

url

{ "url": "https://www.samplewebpage.com"}

Icons and ImagesItems can have either an icon, such as a Font Awesome icon, or an image.

To apply an icon set the icon property of the item and specify the style classes required as its value, for example, fafa-5x fa-user.

To use an image set the imageUrl property to the image's URL. Just a reminder, image names are case sensitive. Here'san example:

"imageUrl": "[[ $application.path + 'resources/images/service-request/SR0000038250.png' ]]"

TranslationsTo specify a key in the application resource bundle set the title or description of the item to the key prexed with anexclamation mark, for example, !bundle_key.

Set Up Vanity URLsThe Vanity URL feature enables you to map a custom domain to your Oracle Visual Builder instance and DigitalCustomer Service Application. This topic describes how to provide a replacement domain to use instead of the typicalOracle domain. The Vanity URL feature is distinct from domain forwarding, where the browser gets redirected. With theCNAME mapping described here, your users will never see the Oracle domain in their browser.

To successfully set up a vanity URL, follow the following three tasks in this topic:

1. Congure a Domain Provider2. Log a Service Request for Oracle Support3. Set Up the Root URL App

For more information about Vanity URLs, refer to the Congure Support for a Customer Domain topic in the RelatedTopics.



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PrerequisitesBefore following the steps in this task you must make sure you own the sub-domain that you want to use and haveaccess to the SSL certicate bundle information.

Congure the Domain ProviderThe following instructions represent a generic overview for conguring a domain provider. The exact steps might bedierent, depending on your domain provider.

1. Create or identify a subdomain to map to Oracle Visual Builder via a domain provider. For example:myvb.jdeveloper.org.

2. Add a CNAME record for the subdomain to map to the Oracle Visual Builder instance URL. For example, createa CNAME record for my.jdeveloper.org that points to vbvanitytest-vbauto1.builder.ocp.oraclecloud.com.

3. Ensure a valid SSL certicate applies to that subdomain, either through your domain provider or through a validcertifying authority. For example, Comodo, DigiCert, or other.

Note: Even though it's possible to use a wildcard SSL certicate (*.example.org), thecerticate bundle needs to be maintained on the server. Because of this, you will want toconsider an SSL certicate, specically for that subdomain. The following example shows awildcard certicate issued for the *.jdeveloper.org domain.

4. Ensure that you have extracted or exported the bundle that contains the certicate and private key, because thecerticate bundle will be managed on the server.

Note: Depending on your domain provider, you may need to indicate that you want to usethe certicate on your own server in order to download the bundle.

You should now have a certicate along with a private key le.

Log a Service Request for Oracle SupportNow, you need to log a Service Request (SR) with Oracle Support to request your Oracle Visual Builder instance to becongured with your vanity domain.

1. Navigate to the Oracle Support site:

hps://support.oracle.com/2. Sign in using your user name and password.3. Create an SR. Your SR must include the following information:

◦ Your Oracle Visual Builder Integration instance URL. For example: vbvanitytest-vbauto1.builder.ocp.oraclecloud.com.

◦ The CNAME record showing the custom domain and the Oracle Visual Builder domain that it's pointingto.

◦ The Certicate and Private key les. For example, the keys ending in .cer and .key.



50

Set Up the Root URL AppThe vanity URL feature also allows to congure a single Oracle Visual Builder application as the default application onthat subdomain, so it can be accessed using, for example, https://foo.example.org/, without providing an explicit pathor query parameters in the base URL.

To allow the service instance to handle requests at the root URL, you need to congure the Web Tier Policy for theservice application in Oracle Identity Cloud Service (VBINST or OICINST application).

1. As a user with Application Administration privileges in Oracle Identity Cloud Service, login to the Oracle IdentityCloud Service identity console and locate the application for your Oracle Visual Builder or Integration serviceinstance.

a. Search for VBINST or OICINST in the Oracle Identity Cloud Service application UI.b. In the Web Tier Policy tab for the Oracle Identity Cloud Service application, export the current web tier

policy.

Tip: Keep a copy of that le in case you want to reset to the factory seings.

c. In the web tier policy, add the following element to the end of the list of resourceFilters for the policynamed icspcs_cluster_ui:

{ "authorize": false, "type": "regex", "filter": "/.*", "method": "anonymous"}

d. Save your changes and Import the saved le.

After the edit, the icspcs_cluster_ui policy should look similar to this:

{ "policyName": "icspcs_cluster_ui", "resourceFilters": [ { "authorize": true, "type": "regex", "filter": "/ic/process/workspace.*", "method": "oauth" },... { "authorize": true, "type": "regex", "filter": "/ic/max.*", "method": "oauth" }, { "authorize": false, "type": "regex", "filter": "/.*", "method": "anonymous" } ] },



51

...

2. Go to Advanced mode and verify changes, then click Save to save the modications to the Oracle IdentityCloud Service application web tier policy.

3. Use the Oracle Visual Builder design time to set the default application for the vanity domain. To do so, openthe your Digital Customer Service application in Oracle Visual Builder and enter your vanity domain in theapplication seings.

Related Topics

• Congure Support for a Custom Domain

• Specify a Custom App URL

• Edit the Web Tier Policy of the Application

Post-Conguration Verication TasksThis topic describes the post-conguration verication tasks recommended after conguring your Digital CustomerService application. The tasks outlined in this topic apply only if you created your Digital Customer Service applicationusing the Digital Customer Service Reference Implementation template.

Verify the Knowledge Search ComponentTo verify the Knowledge Search component:

1. Navigate to your Digital Customer Service application.2. Enter the search text for the Knowledge Management articles that have been created.3. Click the Search icon.4. Verify that the search results match the search text.5. Click the Category eld to verify the list of categories are displayed.6. Click the Product eld to verify the list of products are displayed.7. Sign in to your Digital Customer Service application as a self-registered user.8. Enter the search text for the Knowledge Management articles that have been created.9. Click the Search icon.

10. Verify that the search results match the search text.11. Click the Category eld to verify the list of categories are displayed.12. Click the Product eld to verify the list of products are displayed.

Verify the Service Request Creator ComponentTo verify the Service Request Creator component:

1. Sign in to your Digital Customer Service application as a self-registered user.2. Click the User menu, then select My Service Requests.3. Click Create Service Request.4. Enter details in the following elds:

◦ Title

◦ Describe the Problem

https://docs.oracle.com/en/cloud/paas/app-builder-cloud/abcag/configure-support-custom-url.html#GUID-0FCECD4C-5ECA-4EFC-A951-82731C943318

https://docs.oracle.com/en/cloud/paas/integration-cloud/visual-developer/specify-custom-url.html

https://docs.oracle.com/en/cloud/paas/app-builder-cloud/abcag/configure-support-custom-url.html#GUID-5C739975-7B7B-42EF-96CC-C3DE325A2B58



52

◦ Category

◦ Product

5. Click Submit.6. Verify that a conrmation message appears.

Verify the Service Request List ComponentTo verify the Service Request List component:

1. Sign in to your Digital Customer Service application as a self-registered user.2. Click the User menu, then select My Service Requests.3. Verify that the Service Requests list contains the service requests created in the Verify the Service Request

Creator Component task.4. Specify a Filter.5. Verify that the My Service Requests list returns only SRs that contain the lter in the title.6. Change the Sort By to Service Request Number Ascending.7. Verify that the Service Request list is ordered by SR number, where the lowest SR number appears rst in the

list.

Verify the Edit Service Request Data ComponentTo verify the Edit Service Request Data component:

1. Sign in to your Digital Customer Service application as a self-registered user.2. Click the User menu, then select My Service Requests.3. View an existing SR by clicking on it from the My Service Requests list.4. Verify that the details of the SR that you selected are displayed as expected.5. Add a message:

a. In the Messages tab, enter a message in the Write a new message eld.b. Click Submit.c. Verify that the message you entered is displayed in the list of messages at the end of the page.

6. Add a le aachment:

a. Click the File Aachments tab.b. Drag-and-drop les into the Drop les to aach or browse box.c. Click the Pencil (Edit Description) icon next to an uploaded le, enter a description, then click the Check

Mark (Update Description) icon.d. Verify that the le and its description are listed in the list of le aachments.e. Click the le name.f. Verify that the le is successfully downloaded.

7. Add a URL aachment:

a. Click the URL Aachments tab.b. Enter a URL and a description.c. Click Submit.d. Verify that the URL and its description are listed in the list of URL aachments.

8. Escalate the SR:

a. Click the Actions menu and select Escalate this request.



53

b. Enter a message in the Escalate this request dialog box.c. Click Escalate.d. Verify that the SR displays an escalated indicator.e. Verify that the escalation message appears in the list of messages on the Messages tab.

9. Close the SR:

a. Click the Actions menu and select Resolve this request.b. Enter a message in the Resolve this request dialog box.c. Click Resolved. Check that the SR displays a Status of Resolved.e. Verify that the closure message appears in the list of messages on the Messages tab.

Verify the Chat ComponentTo verify the Chat component:

1. Sign in to your Digital Customer Service application as a self-registered user.2. Click the Live Chat Support link.3. Fill in the Subject eld.

Note: Some user details are prepopulated in the form.

4. Click Start Chat.5. Verify that the chat connects, and is placed in the queue.

Verify Search Results with Product and Category as Search CriteriaTo verify search results where both product and category are used as search criteria:

1. Sign in to your Digital Customer Service application as a self-registered user.2. Enter your search criteria in the Search text box.3. Expand the Filter your search option.

The Select category and Select product elds appear.4. Navigate the product hierarchy in the Select product eld, then click a product.5. Navigate the category hierarchy in the Select category eld, then click a category.6. Click the Magnifying Glass (Search) icon.

Your search results appear.7. Verify the results match the search criteria.



54


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5 Users

Self-Service RegistrationHere's an overview of user self-service registration.

When the Digital Customer Service Reference Implementation template is used to create your Digital Customer Serviceapplication, users can take advantage of the self-registration feature available to anonymous users through the Sign-Up link on the home page of their Digital Customer Service application. There are various prole options that controlthe way in which the self-service registration features behaves. For more information about prole options relating toself-service registration, refer to Congure Prole Options in the related topics.

One prole option to note though is the ZCA_CONTACT_ADDRESS_REQUIRED_ENABLED prole option. You must setthis prole option to one of two values:

• No. This means a contact address for the contact is optional.

• Yes for Customer only. This is the default value and it means that an address is required for contacts of theCustomer type only.

Note: The Digital Customer Service Self Service Registration feature doesn't support requiring addresses forall contact types, just for the Customer type.

The APPID user is used to call the self-registration API on behalf of the anonymous user when they use the Sign-Uplink.

Note: A user can register multiple times if they need to be registered as a user in multiple customer accounts.Each registration request should use a dierent Account Key.

Related Topics• Congure Prole Options

Assign Roles to Digital Customer Service UsersThis topic shows you how to assign user roles in the Digital Customer Service application.

Self-Service Account AdministratorEach customer account must have at least one self-service account administrator. You can assign or remove theaccount administrator role to user accounts in Oracle B2B Service.

Note: The rst user created under a customer account is always automatically made granted the AccountAdministrator role for that account. The steps that are listed in this topic, are for creating additional accountadministrators.

To assign the self-service account administrator role:

1. Sign into Oracle B2B Service as an administrator or setup user.2. Navigate to the Service work area and click Self-Service Users.


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3. From the Self-Service Users list, select the user you want to modify.4. In the User Administration section, select the following role:

◦ Account Administrator5. Click Save.

A dialog appears, conrming the role modication.

Self-Service Account ManagerYou can assign the self-service account manager role to user accounts in Oracle B2B Service.

To assign the self-service account manager role:

1. Sign into Oracle B2B Service as an administrator or setup user.2. Navigate to the Service work area and click Self-Service Users.3. From the Self-Service Users list, select the user you want to modify.4. In the User Administration section, select the following role:

◦ Account Manager5. Click Save.

A dialog appears, conrming the role modication.

Set Up Customer Accounts

Create a Custom Account Key FieldUse this topic to create a custom Account Key eld for Digital Customer Service. End user customers are required tohave a known account key. Users must also specify an appropriate Account Key when they register for a self-serviceuser account.

Multiple tasks must be completed to create a customer Account Key eld for Digital Customer Service. To create acustomer Account Key eld for Digital Customer Service, complete these tasks in the order that they appear in thistopic:

1. Add the Account Key to the Account Object2. Add the Account Key to Pages3. Populate the Account Key for Existing Accounts4. Publish the Sandbox5. Set a Prole Aribute for the Account Key

Add the Account Key to the Account ObjectTo add a custom eld for the Account Key to the Account object, you will need to use the Application Composer inOracle B2B Service.

To add the Account Key to the Account Object:

1. Sign in to Oracle B2B Service as an administrator or a setup user.2. Create a sandbox for adding the Account Key eld:

a. Click Navigator > Conguration > Sandboxes.


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b. Click the + icon (New) to create the new sandbox.

The Create Sandbox dialog appear.c. Enter a name in the Sandbox Name eld.d. Click Save and Close.

A conrmation dialog appears.e. In the Manage Sandboxes list, click the line item with the sandbox name that you specied in step c.f. Click Set as Active.

3. Navigate to the Application Composer.4. Expand Objects, then Standard Objects, then Account, and then click Fields.

The Select Field Type page appears.5. Click the Action menu, and select Create.

The Select Field Type dialog appears.6. Click the Text option, then click OK.

The Create Text Field page appears.7. Specify the following for the Account Key text eld options:

◦ In the Display Label eld, enter the following string:

Account Key

◦ The Name eld will be pre-populated based on the name that you entered for the Display Label, withoutany spaces.

◦ The API Name eld will be pre-populated based on the name that you entered for the Display Label,without any spaces, and typically with the following sux:

_c

Tip:

You will need to note the value assigned to the API Name eld, because it will be assigned to theSVC_CSS_ACCT_KEY_FIELD prole option in the Set a Prole Aribute for the Account Key task, later in thistopic.

◦ In the Display Type option, click the Simple Text Box option.

◦ Deselect the Required option in the Constraints section.

◦ Select the Updatable option in the Constraints section.

◦ Select the Searchable option in the Constraints section.

◦ Select the Include in Service Payload option in the Constraints section.


Add the Account Key to PagesIn this task, you will add the custom Account Key led that you created in the previous task to the necessary pages inthe Oracle B2B Service Application Composer.

To add the Account Key to Pages:

1. Sign in to Oracle B2B Service as an administrator or a setup user.


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2. Navigate to the Application Composer.3. Expand Objects, then Standard Objects, then Account, and then click Pages.

The Account: Pages page appears.4. In the Creation Page Layouts section, select a layout to base your page on, such as Standard layout.5. In the Creation Page Layouts section, click the Actions menu, and select Duplicate.

The Duplicate Layout dialog appears.6. Enter a name in the New Layout Name.7. Click Save and Edit.8. Click the Pencil icon (Edit) next to FUSE Customer ObjectCreation View.9. The Creation Layout page appears.

10. From the Available Fields column, click the AccountKey eld that you created in the previous task, then click thearrow to move it to the Selected Fields column.

11. Click Save and Close.12. Click the AccountKey hyperlink, then set the following options on the Edit UI Properties dialog:

◦ Set Required to No.

◦ Set Updatable to Yes.

◦ Set Hidden to No.

13. Click Save and Close.14. Click Done.15. In the Details Page Layouts section, click the Actions menu, and select Duplicate.

The Duplicate Layout dialog appears.16. Enter a name in the New Layout Name.17. Click Save and Edit.18. In the Subtabs Region, click the Prole subtab.19. Click the Pencil icon (Edit) next to SummaryEdit Summary Subtab.

The Details Layout Edit Summary page appears.20. From the Available Fields column, click the Account Key eld that you created in the previous task, then click

the arrow to move it to the Selected Fields column.21. Click Save and Close.22. Click the Account Key hyperlink.

The Edit UI Properties dialog appears.23. Set Required to Expression, then click the xyz next to the Required eld.

The Advanced Expression dialog appears.24. In the Edit Script text box, add the following expression:

if (SalesProfileType == "ZCA_CUSTOMER") {return true} else {return false}

Note: This makes the Account Key required if the Account Type is Customer. Self-serviceregistration only works for Customer accounts.

25. Click OK.26. Set Updatable to Yes.27. Set Hidden to Expression, then click the xyz next to the Required eld.

The Advanced Expression dialog appears.


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28. In the Edit Script text box, add the following expression:

if (SalesProfileType != "ZCA_CUSTOMER") {return true} else {return false}

Note: This hides the eld if it's not a Customer account type.

29. Click OK.30. Click Save and Close.

Populate the Account Key for Existing AccountsIf you already have existing Customer accounts, you will need to edit the accounts, and add the required Account Keyeld.

Note: Make sure to assign unique values to each account.

To add the Account Key to existing Customer account:

1. Sign in to Oracle B2B Service as an administrator or a setup user.2. Navigate to Accounts.3. Search for, then click on the account.

The Edit Account dialog appears.4. In the Account Key eld, enter a value that uniquely identies the Customer account.5. Click Save and Close.6. Repeat steps 3-5 for all previously existing Customer accounts.

Publish the SandboxTo ensure that the conguration that you applied in the previous tasks takes eect, you must now publish the sandbox.

To publish the sandbox:

1. Sign in to Oracle B2B Service as an administrator or a setup user.2. Click Navigator > Conguration > Sandboxes.3. Select the name of the sandbox created in step 2 of the Add the Account Key to the Account Object task.

The Sandbox Details dialog appears.4. Click Publish.

Set a Prole Aribute for the Account KeyThe account key is used to uniquely identify an account, and is determined by the value assigned to theSVC_CSS_ACCT_KEY_FIELD prole option.

By default, the SVC_CSS_ACCT_KEY_FIELD prole option is set to the organizationName eld, which appears as Nameof the Account in the Oracle B2B Service User Interface for account management. You must create an aribute to bethe account key: the default account key of organizationName isn't secure because it can be easily guessed.

You must set the SVC_CSS_ACCT_KEY_FIELD prole option to the API Name eld of the Account Key created in step 7 ofthe Add the Account Key to the Account Object task in this topic.

For more information about conguring prole options, refer to Conguring Prole Options in the Related Topics.

Related Topics

• Working with Fields

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=OACEX1985995


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• Congure Prole Options

Create a Customer Account in Oracle B2B ServiceTo set up a customer account in Oracle B2B Service:

1. Sign in to Oracle B2B Service.2. Navigate to the Service work area and click Accounts.3. Click Create Account.4. Enter the Name.5. Select Customer from the Type menu.6. Specify the account key in the appropriate eld.

Note: The eld in which you enter the account key depends on the value assigned to theSVC_CSS_ACCT_KEY_FIELD prole option. The account key should be specied in thearibute that you dened for the account key.


End User Self-Registration User Account CreationThe Oracle Digital Customer Service Reference Implementation has sample pages that provide the ability for an enduser to self-identify and register within the application.

The end user needs the account key to register successfully.

Related Topics

• Congure Prole Options

Manage Registration RequestsRegistration requests are sent to Oracle B2B Service for users intending to use Digital Customer Service features.Administrators must then determine whether the request should be approved or rejected in the Service work area. Thistopic explains how to accept and reject registration requests in Oracle B2B Service.

Approve Registration RequestsThis topic describes how to approve registration requests in Oracle B2B Service.

To approve registration requests:

1. Sign in as a user with a role that includes the Customer Self-Service Administrator duty role.2. Navigate to the Service work area and click Registration Requests.

The Self-Service Registrations screen is displayed. By default, a list of pending self-service registrations isdisplayed.

3. Click the Actions list, then select Approve .4. Select one or more pending registration requests that you want to approve.


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5. Click the Approve (# Selected) buon.

Note: The number sign (#) represents the number of registration requests selected.

The Requests to Be Approved dialog box appears.6. (Optional) In the Reason for Approving text box, enter a reason.7. Click the Approve buon.

A message appears, conrming the number of approved registration requests. The approved requests nolonger appear in the pending list.

Note: When a user registration request is approved, a welcome email is sent to the user witha password reset link.

Reject Registration RequestsThis topic describes how to reject registration requests in Oracle B2B Service.

To reject registration requests:

1. Sign in as a user with a role that includes the Customer Self-Service Administrator duty role.2. Navigate to the Service work area and click Registration Requests.

The Self-Service Registrations screen is displayed. By default, a list of pending self-service registrations isdisplayed.

3. Click the Actions list, then select Reject .4. Select one or more pending registration requests.5. Click the Reject (# Selected) buon.

Note: The number sign (#) represents the number of registration requests that you haveselected.

The Requests to Be Rejected dialog box appears.6. (Optional) In the Reason for Rejecting text box, enter a reason.7. Click the Reject buon.

A message appears, conrming the number of rejected registration requests. The rejected requests no longerappear in the pending list.

Manage Self-Service UsersUsers can be granted dierent roles. By default, when a registration request is approved for a user, they are granted theUser role. However, administrators can grant or remove roles, depending on the user's intended responsibilities.

Note: The rst user to be approved for a customer account is automatically granted the AccountAdministrator role. There must always be one user with the Account Administrator role for an account.


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Use this topic to add and remove roles for self-service users in Oracle B2B Service. For more information about self-service user roles, see About Digital Customer Service Roles.

To manage self-service roles for an account:

1. Sign in as a user with the Customer Self-Service Administrator role.2. Navigate to the Service work area and click Self-Service Users.3. From the Self-Service Users list, select the user you want to modify.4. In the User Administration section, select or deselect one or more of the following roles:

◦ User

◦ Account Manager

◦ Account Administrator

Note: Removing the User role causes the removal of all privileges. The only way to restorethe privileges is to submit a new registration request. You cannot delete the User role for thelast Account Administrator because each account must have at least one administrator.

5. Click Save.

A dialog appears, conrming the role modications.

Related Topics• Digital Customer Service Roles

Import Self-Service UsersThis topic shows you how to import self-service users for use with your Digital Customer Service application.

The primary use case for using import is when you're migrating from one service implementation solution toOracle Digital Customer Service. In this use case, you will likely have some existing reference identiers on theoriginating service implementation solution that you want to retain. In this case, using the following elds might help:AccountPartyOrigSys, AccountPartyOrigSysRef, ContactOrigSys, ContactOrigSysRef. Additionally, there is a primarykey for the data set being imported. The value of the primary key column is automatically generated in the OracleFusion Applications data model. Oracle Fusion Applications automatically assigns values for Contact Party Id andAccount Party Id. Account Party Number must be unique, and is assigned by Oracle Fusion Applications if it's not alreadyspecied. For more information on importing, refer to the Related Topics.

Another use case for using import is to bulk import and create self-service users from a text le. You might want to dothis in a situation where you have a new customer account, and are being supplied with the list of authorized users.

Here is a high level overview of what you will be doing when importing self-service users:

• Creating contacts

• Assigning self-service roles and associating them with customer accounts

• Downloading the Self-Service Roles template.

• Preparing the Import le, then importing the users.

• Sending pending LDAP requests.

• Synchronizing the user accounts and their roles with Oracle Identity Cloud Service


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Note: When using the import process for creating self-service users, there is no additional approval steprequired.

Create ContactsYour rst step is to create the contacts. To do this, follow the instructions in the Import Your Contact Data task in theRelated Topics list. This may also require you do the Import Your Account Data task, which is also in the Related Topicslist, if you have not already done that yet.

Assign Self-Service Roles and Associate them with Customer AccountsThe next step is assigning and associating the self-service roles with customer accounts. Refer to the Manage SelfService Users topic in this guide.

Download the Self-Service Roles TemplateThis section describes how to download the self-service roles template.

The self-service roles template contains the following elds:

• AccountPartyId

• AccountPartyNumber

• AccountPartyOrigSys

• AccountPartyOrigSysRef

• ActionCode

• ContactOrigSys

• ContactOrigSysRef

• ContactPartyId

• ContactPartyNumber

• DeleteFlag

• EndDate

• ErrorMessage

• JobDefinitionName

• JobDefinitionPackage

• LoginId

• RegistrationId

• RelationshipTypeCd

• RoleId

• StartDate

To download the self-service roles template le:

1. Sign in to Oracle B2B Service as an administrator or a setup user.2. In the Setup and Maintenance work area, click the Task menu, and select Search.3. Search for the following task:


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Manage File Import Objects

4. Click Manage File Import Objects from the search results.5. Enter the following string in the text box at the header of the Code column:

ORA_SVC_CSS_ROLES

6. Click the Enter key.7. Click the ORA_SVC_CSS_ROLES row in the Manage File Import Objects list.8. Click Download Template.9. Click Save File, then OK.

10. Specify a download location for the template le, then select Save.11. When the download completes, click Done.

The ORA_SVC_CSS_ROLES_Template.zip is downloaded.

Prepare the Import FileThis section describes how to prepare the import le for importing self-service users. For more information about le-based data import, refer to Understanding File-Based Data Import and Export in the Related Topics.

To prepare the import le:

1. Locate, and open the ORA_SVC_CSS_ROLES_Template.zip le that you saved in the Downloading the Self-Service Roles Template topic.

2. Extract the SVC_SELF_SERVICE_ROLES.csv le.3. Open the SVC_SELF_SERVICE_ROLES.csv le.

Note: The SVC_SELF_SERVICE_ROLES.csv le contains many elds that aren't required.The following elds are mandatory: AccountPartyId or AccountPartyNumber, ContactPartyId orContactPartyNumber, LoginId, RelationshipTypeCd. You can remove any of the unused eldsfrom the rst row of the le.

4. For each self-service user you plan to import, enter the following data in a dedicated row:

a. Enter the account information relating to the self-service user in the AccountPartyId orAccountPartyNumber column.

Tip: To quickly locate the values for AccountPartyId or AccountPartyNumber usingREST API, run the following command as an administrator:

GET <Oracle-Fusion-Application-Host>/crmRestApi/resources/11.13.18.05/accounts/

b. Enter the contact information relating to the self-service user in the ContactPartyId orContactPartyNumber column.

Note: When importing the Contacts, it's possible to provide a unique identier for eachcontact in the form of the ContactPartyNumber. This must be unique for each user. Soyou should provide the same unique numbers for ContactPartyNumber for the user inthe Contact import le and the Self-Service Roles import le to match them up.

c. Enter the login ID relating to the self-service user in the LoginId column.


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Note: If the SVC_CSS_IMP_SIGN_IN_ATTR_NAME prole option is set, then the LoginId isoptional.

d. Enter the Digital Customer Service roles to assign to the self-service user in the RelationshipTypeCdcolumn. The following values can be assigned:

• ORA_CSS_USER. This corresponds to the Digital Customer Service User role.• ORA_CSS_ACC_MGR. This corresponds to the Digital Customer Service Account Manager role.• ORA_CSS_ACC_ADMIN. This corresponds to the Digital Customer Service Account Administrator role.

Note: Multiple roles can be assigned to a user and must be concatenated with thefollowing character: &. For example: ORA_CSS_USER&ORA_CSS_ACC_ADMIN

5. Repeat step 4, on a dedicated row for each additional self-service user you want to import.

Note: For each AccountPartyId or AccountPartyNumber, at least one user in the import lemust have the ORA_CSS_ACC_ADMIN role assigned.

6. Save the SVC_SELF_SERVICE_ROLES.csv le.7. Include the SVC_SELF_SERVICE_ROLES.csv in a new SVC_SELF_SERVICE_ROLES.zip archive, and save it.

Tip: When using a Mac, you must the zip utility in terminal to create theSVC_SELF_SERVICE_ROLES.zip le.

Consider the following sample data in the SVC_SELF_SERVICE_ROLES.csv le:

Example 1

AccountPartyId,ContactPartyId,RelationshipTypeCd300100110957452,300100156316610,ORA_CSS_User & ORA_CSS_ACC_ADMIN

Example 2

AccountPartyNumber,ContactPartyNumber,RelationshipTypeCd CDRM_67617,CDRM_743628,ORA_CSS_USER CDRM_67617,CDRM_743711,ORA_CSS_USER&ORA_CSS_ACC_ADMIN CDRM_67617,CDRM_743651,ORA_CSS_USER&ORA_CSS_ACC_MGR

Example 3

AccountPartyNum,ContactPartyNum,LoginId,RelationshipTypeCd CDRM_67617,CDRM_743628,Mary.Smith,ORA_CSS_USER CDRM_67617,CDRM_743711,John.Rogers,ORA_CSS_USER&ORA_CSS_ACC_ADMIN CDRM_67617,CDRM_743651,Pat.Williams,ORA_CSS_USER&ORA_CSS_ACC_MGR

Import the Self-Service UsersBefore proceeding with the instructions in this section, you must have completed the steps in the previous sections:

• Downloading the Self-Service Roles Template

• Preparing the Import File

Note: If you're importing a user with multiple accounts, you must set ZBS_TI_RETRY_ATTEMPTS prole option to 1before beginning the import.


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To import the self-service users:

1. Sign in to Oracle B2B Service as an administrator or a setup user.2. In the Setup and Maintenance work area, click the Task menu, and select Search.3. Search for the following task:

Manage File Import Activities

4. Click Manage File Import Activities from the search results.5. Click the + buon (Create).

The Create Import Activity: Enter Import Options screen is displayed.6. Enter a name in the Name eld.7. From the Object list, select Self-service roles.8. In the Source File section, select the Desktop option for Upload From .9. Click Browse, to locate and specify the SVC_SELF_SERVICE_ROLES.zip le that you created in step 7 of the

Create the Import File section.10. Click Next.

The Create Import Activity: Map Field screen is displayed.11. Verify the mappings are as expected. If necessary, make your corrections.12. Click Next.

The Create Import Activity: Create Schedule screen is displayed.13. From the Schedule list, select Immediate.14. Click Next.

The Create Import Activity: Review and Activate screen appears.15. Review the import details, the click Activate.

Your import job is listed in the Manage Import Activities list. The Status value of your job will change multipletimes during processing, until it's Completed or Completed with Errors.

Note:

16. (Optional) Review errors. If the Status value is Completed with Errors, some users might not have beenimported. Follow these steps to review the errors:

a. Click the Completed with Errors link to view the error details.b. On the View Import Status: Support_Self-Service-User_Import screen, click the Diagnostics tab in the

Diagnostics and Logging section.c. Click the Generate buon to generate the zip le.d. Download the zip le, to review the diagnostic messages .

For more information about importing users, refer to Importing Users Overview in the Related Topics.

Send Pending LDAP RequestsPerform this task after successfully importing the self-service user roles.

With the import of the self-service roles to associate with the contact records, the nal step to enable a self-serviceuser account is to create the user account in the Oracle B2B Service identity management system. This is in turn


Chapter 5Users

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synchronized with Oracle Identity Cloud Service, allowing users to sign in. To create the user account in the Oracle B2BService identity management system, the Send Pending LDAP Requests job needs to be run.

To send the pending LDAP requests:

1. Sign in to Oracle B2B Service as an administrator or a setup user.2. Navigate to the Scheduled Processes work area.3. Click Schedule New Process.

The Schedule New Process dialog box appears.4. Select the Job option.5. Click the Name menu, then select Search.6. Enter the following string in the Name text box, then click Search:

Send Pending LDAP Requests

7. Click Send Pending LDAP Requests, then click OK.8. Click OK on the Schedule New Process dialog box.

The Process Details dialog box appears.9. Click Submit.

A Conrmation dialog is displayed.10. Click OK.

Monitor the job. When it's complete, the newly imported self-service users are created in LDAP.

Synchronize Users and Roles with Oracle Identity Cloud ServiceAfter completing this task, the user accounts need to be synced to Oracle Identity Cloud Service. You can dothis immediately by invoking the Import from the entry in Oracle Identity Cloud Service, or by waiting for thesynchronization process to run, if a synchronization schedule has been congured. For more information, refer to theEnable and Perform a User Synchronization topic in the Related Topics.

Related Topics

• Understanding File-Based Data Import and Export

• Understanding Import and Export Management

• Import Your Contact Data

• Import Your Account Data

• Import Monitoring

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=OAFDI

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=FAIEM

http://www.oracle.com/pls/topic/lookup?ctx=fa20b&id=FAIEM2451021




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Chapter 6Common Use Cases

69

6 Common Use Cases

Secure Digital Customer Service

Add Oracle Visual Builder Links for Password ResetIn your Digital Customer Service application, the My Prole component contains a Change Password link. Because thevalue that's required in the eld is dependent on your Oracle B2B Service deployment, by default the link value is empty.For this link to work for users, you must obtain the URL from your deployment of Oracle B2B Service, and then specifythe URL in your Digital Customer Service application. This topic describes how to obtain the URL, and then add it to yourDigital Customer Service application in Oracle Visual Builder.

Note: The production Oracle B2B Service URL and staged Oracle B2B Service URL are dierent. Use theproduction Oracle B2B Service URL for the tasks in this topic.

Obtain the Change Password Link from Oracle B2B Service

To obtain the Change Password link from Oracle B2B Service:

1. Sign in to Oracle B2B Service as a Digital Customer Service user.2. Click the User menu and select Set Preferences.3. Click the Password link.

The password reset view appears.4. In your browser, select the entire URL.5. Copy the URL.

Specify the Change Password Link in Your Digital Customer Service ApplicationTo specify the Change Password link in your Digital Customer Service:

1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click Web Apps .4. In the Web Apps tree, expand dcs , flows, and my-profile.5. Click my-prole-start.

The my-prole-start tab appears.6. In the My Prole form, click the Change hyperlink next to the Password label.

The Hyperlink property inspector appears.7. Click the Data tab.8. In the URL eld, paste the Change Password URL that you copied in step 5 of "Obtaining the Change Password

Link from Oracle B2B Service" topic.9. Save your changes.



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Secure PagesPage security is controlled at the ow level. You must view the ow Metadata "{}" to view and update the security seingfor the ow. For more information see the Related Topics section for a link to the Security section of the DevelopingApplications with Oracle Visual Builder in Oracle Integration guide.

Here's an example of how it works. In the reference implementation app, the contact-us ow is available anonymously,and has the following security metadata:

"security": {

"access": {

"requiresAuthentication": false

}

}

Conversely, the service-request-list ow requires the user to log in and have the "User" application role, and has thefollowing security metadata:

"security": {

"access": {

"requiresAuthentication": true,

"roles": ["User"]

}

}

Related Topics

• Security

Localize Digital Customer Service for MultilingualSupportThis topic describes how to localize Digital Customer Service for multilingual support.

How You Create Localized Digital Customer Service ApplicationsYou can create localized versions of your application by translating the UI text and messages in your application intoother languages. The localized strings are displayed in the application during runtime. When you run the staged orpublished application, a localized version is displayed based on the language seings of your browser.

A Digital Customer Service application created using the Reference Implementation template includes translations tothe 25 languages supported by Oracle B2B Service. While the Reference Implementation template is delivered with

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these translation strings and les, any modications that you apply to the strings in your Digital Customer Serviceapplication will require additional translation.

The supported default language locales are as follows: ar, cs, da, de, es, fi, fr-CA, fr, hu, it, iw, ja, ko, nl, no, nl, pt-BR, ro,ru, sk, sv, th, tr, zh-CN, zh-TW.

The resource bundles provide an initial set of translated strings for the majority of the application that you can use foryour own translation les. To populate the rest of the translation les for the languages you want to support, follow theinstructions for generating les for new languages, and then use the existing translated les to obtain translations foruse in your new le.

The Digital Customer Service Reference Implementation template comes with a single, application specic bundle. Ifyou create strings, you must add the translations to the bundle, or create bundles.

For comprehensive information about adding translated text to your application, refer to the Work with Translationstopic in the Develop Applications chapter of the Developing Applications with Oracle Visual Builder guide in the RelatedTopic.

Congure Languages Available in your Digital Customer ServiceApplicationBy default, the preferred language specied in the viewing browser is used to display your Digital Customer Serviceapplication to users. In the Digital Customer Service Reference Implementation template, a languages menu can becongured to list the specic languages that you want to make available to your users, should they want to use anotherlanguage.

To congure the languages available to your Digital Customer Service application users:

1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click Web Applications .4. In the Web Apps tree, expand dcs , then root pages, and then click shell.

The shell tab appears.5. Click the JS (Functions) icon.6. Search the script for the following string:

PageModule.prototype.localeList

7. Copy the language that you want to include in the languages menu from the section that is commented out.Do not include the // at the beginning of the line. For example, if you want to make Italian available, copy thefollowing string:

{ code: 'it', name: 'Italiano'},

8. Paste the string that you copied in step 7 into the available languages that are not commented out, in thePageModule.prototype.localeList section.

9. Click the Play icon (Run) to view the change in your application.10. Click the Globe icon (Languages) to verify that the language that you added in step 7 appears in the list of

available languages.

Create Translations for New LanguagesYou can introduce a new language beyond the ones delivered with a Digital Customer Service application that wascreated using the Reference Implementation.



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For more information, refer to the Work with Translations topic in the Developing Applications with Oracle VisualBuilder in the Related Topics.

To introduce a new language beyond the ones delivered with a Digital Customer Service application that was createdusing the Reference Implementation, follow these steps:

1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click the Menu icon in the editor, and select Seings.

The Seings tab appears.4. Click the Translations secondary tab.5. Download the latest language bundle by clicking the ARB or XLIFF download link in the Download all strings

section.

A zip le is downloaded.6. Open your zip le.7. Extract the app-strings le.8. Rename the app-strings le to app-strings-<locale>.arb or app-strings-<locale>.xli, depending on the

downloaded le type. Where <locale> is the language locale.

For example, for a le containing Welsh translations, the modied le name should be: app-strings-cy.arb orapp-strings-cy.xliff.

9. Open your app-strings-<locale> le in a text editor. The rst few lines of the le will resemble the following:

{ "@@x-bundleName" : "app", "@@x-bundlePath" : "webApps/dcs/resources/strings/app/nls/app-strings", "common_save" : "Save", "@common_save" : { "description" : "Used by components that perform a saving operation.", "source_text" : "Save" }, "common_cancel" : "Cancel", "@common_cancel" : { "description" : "Used by components that cancel the current operation.", "source_text" : "Cancel" }, "common_done" : "Done", "@common_done" : { "description" : "Used by components that finish an operation causing no changes.", "source_text" : "Done" }, "common_download" : "Download", "@common_download" : { "description" : "Used by components that require a download label.", "source_text" : "Download"

10. Replace the English strings with the translation for the language you are creating. Consider the following Cancelstring:

}, "common_cancel" : "Cancel", "@common_cancel" : { "description" : "Used by components that cancel the current operation.", "source_text" : "Cancel" },



73

You would want to replace the string after the "common_cancel": " with the translated language equivalent. Inthis example, you would want to replace the string Cancel with the Welsh equivalent for Cancel, which is Canslo.The modied text will look similar to the following:

}, "common_cancel" : "Canslo", "@common_cancel" : { "description" : "Used by components that cancel the current operation.", "source_text" : "Cancel", },

11. Repeat step 10 for all the strings in the language that you are creating.12. Save your app-strings-<locale> le.13. Add the app-strings-<locale> le to the zip le that you downloaded in step 5, and save the updated zip le.14. Click the Menu icon in the editor, and select Seings.

The Seings tab appears.15. Click the Translations secondary tab.16. Upload the zip le that you saved in step 13, containing your new app-strings-<locale> le to the Uploaded

updated bundle section.

The language is added to the bundle.

Add New String Translations for Existing LanguagesYou can translate additional strings after modifying strings in your Digital Customer Service application generated fromthe Reference Implementation template.

For more information, refer to the Work with Translations topic in the Developing Applications with Oracle VisualBuilder in the Related Topics.

To add new string translations for existing languages:

1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click the Menu icon in the editor, and select Seings.

The Seings tab appears.4. Click the Translations secondary tab.5. Download the latest language bundle by clicking the ARB or XLIFF download link in the Download new and

changed strings section.

A zip le is downloaded.6. Open your zip le.7. Extract the app-strings le.8. Rename the app-strings le to app-strings-<locale>.arb or app-strings-<locale>.xli, depending on the

downloaded le type. Where <locale> is the language locale.

x

For example, for a le containing French translations, the modied le name should be: app-strings-fr.arb orapp-strings-fr.xliff.

9. Open your app-strings-<locale> le in a text editor.10. Replace the English strings with the translation for the language you are updating. Consider the following

Submit Now string:



74

}, "common_submit_now" : "Submit Now", "@common_submit_now" : { "description" : "Used to submit data entered in a form immediately.", "source_text" : "Submit Now", },

You would want to replace the string after the "common_submit_now": " with the translated language equivalent.In this example, you would want to replace the string Submit Now with the French equivalent for Submit Now,which is Soumettre Maintenant. The modied text will look similar to the following:

}, "common_submit_now" : "Soumettre Maintenant", "@common_submit_now" : { "description" : "Used to submit data entered in a form immediately.", "source_text" : "Submit Now", },

11. Repeat step 10 for all the strings in the language that you are creating.12. Save your app-strings-<locale> le.13. Add the app-strings-<locale> le to the zip le that you downloaded in step 5, and save the updated zip le.14. Click the Menu icon in the editor, and select Seings.

The Seings tab appears.15. Click the Translations secondary tab.16. Upload the zip le that you saved in step 13, containing your new app-strings-<locale> le to the Uploaded

updated bundle section.

The language bundle is updated with the new string translations for the existing language.

Related Topics

• Developing Applications with Oracle Visual Builder

• Work with Translations

https://docs.oracle.com/en/cloud/paas/app-builder-cloud/visual-builder-developer/index.html

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7 Advanced Features

Overview of Digital Customer Service Advanced FeaturesThis topic provides a general overview of Digital Customer Service from a developer perspective.

The Oracle Digital Customer Service reference implementation is an application built with the Oracle Visual BuilderVisual Applications platform. It's precongured with pages, styling, and functionality supporting a typical self-serviceexperience. The Visual designer enables developers to make changes and implement the look-and-feel of a brand.

As with any development framework, there can be restrictions when using ready-to-use components and capabilities.While Oracle Visual Builder is exible and code can be wrien to accommodate many use cases, Oracle recommendsusing the packaged components as a rst fulllment of your requirements. If those components don't meet yourrequirements, then you may extend the capabilities.

Note: If you have modied your Digital Customer Service deployment, you must devise a product life cyclestrategy to manage your own code migration and merges as well as uptake any environment changes.

Apply Themes to your Digital Customer ServiceApplicationThis topic describes how to apply themes to your own Digital Customer Service application.

Oracle JET includes themes that provide styling across a web or hybrid mobile application. You can use these themes asprovided, or you can congure them manually and through the tooling.

For more information about applying themes to your Digital Customer Service application, refer to the chapter relatedto applying themes in the Developing Applications with Oracle JET guide, in the Related Topics.

Related Topics• Developing Applications with Oracle Visual Builder• Developing Applications with Oracle JET

Change the Appearance of your Digital Customer ServiceApplicationThis topic describes how to change the appearance of your own Digital Customer Service application.

The Oracle Digital Customer Service Reference Implementation template has been styled to enhance its appearance.This has been done by modifying objects and adding styles to the app.css le.

To modify objects in the app.css le:

1. Navigate to the Oracle Visual Builder.

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76

2. Open your Digital Customer Service application.3. Click Web Apps.4. Expand dcs, expand reources, expand css, then click app.css.

The app.css tab appears.5. Locate and congure the object that you want to modify. For example, to set the header of the Reference

Implementation template to a transparent black, modify the odcs-header CSS class selector:

.odcs-header { background-color: rgba(0, 0, 0, 0.7); height: 58px;}

CSS Classes dened in app.css can then be referenced in the HTML of the application. For example we have this code inpages/shell-page.html:

<header role="banner" id="header" class="odcs-header oj-web-applayout-header>"

You can also use Oracle JET themes to provide consistent appearance of components across your Digital CustomerService application. For more information about Oracle JET themes refer to the Theming Applications chapter in theDeveloping Applications with Oracle JET guide, in the Related Topics.

Once an Oracle JET theme is created it can be added uploaded to resources/css and then referenced in the index.htmlof the application with code like this:

... <link type="text/css" rel="stylesheet" href="resources/css/app.css"> <link type="text/css" rel="stylesheet" href="resources/css/myJETTheme.css">...

Related Topics

• Developing Applications with Oracle JET

Custom ObjectsIf you create custom objects for either CX Sales or B2B Service, you must use Application Composer. If you use theBusiness Objects feature in Visual Builder your work will not be backed by disaster recovery operations. Only use theBusiness Objects feature in Visual Builder for transient, cached, or otherwise, non-business critical data that can berecreated if lost.

How You Use a Standard Business ObjectThis topic is an example of how to congure and use a standard Oracle B2B Service business object for customer self-service product registration.

This example provides an introduction to using business objects, APIs, data security, and mapping services withinOracle Visual Builder. This worked example is not intended to be a complete implementation and conguration, butrather acts as a quick introduction with general guidance. You must address more granular data security for each userin a production implementation. Additional role-based security might be required.

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77

In this worked example, the following tasks will be described:

• Conguring Security to Enable Access and Data Access to the Asset REST API

• Testing Access to the API

• Mapping Oracle Visual Builder to the API

• Creating an Oracle Visual Builder Launch Page

Congure Security to Enable Access and Data Access to the Asset RESTAPIIn this topic, you will open the API.

Note: In a production implementation, additional conguration is required, such as granular data security foreach user and additional role-based security, depending on your requirements.

For more information about REST APIs, refer to REST API for Oracle B2B Service in the Related Topics.

You must access Oracle B2B Service using an account with access to the Security Console. You will go into the securityconsole and perform the following:

1. Sign-in to Oracle B2B Service.2. Navigate to the Security Console.3. Select the Users tab.4. Lookup and select a user with the administrator role.

This user will become the user account that you will use for the for REST API authentication. You mustcongure or update an existing role and then assign a user to that role.

5. Click Edit.6. Click Add Role.7. Search for, and add following role memberships:

◦ View Asset - ZCM_VIEW_ASSETS_PRIV

◦ Create Asset - ZCM_CREATE_ASSET_PRIV

◦ Edit Asset - ZCM_EDIT_ASSET_PRIV

◦ Delete Asset - ZCM_DELETE_ASSET_PRIV


Use this account for REST API authentication.

Test Access to the Asset REST APIIn this part of the example you will use a third-party software tool to test access to the Access REST API that youcongured in the previous topic. The example uses Postman, a free third-party software desktop tool. You can use anAPI testing tool of your choice.

Before testing the Asset REST API, you must know the following:

• Your API domain. If you are unsure of your API domain, contact your administrator. Your API domain will looksimilar to the following:

https://companydomainname.com/



78

• The describe URL for your REST API endpoint. It will look similar to the following:

https://companydomainname.com/crmRestApi/resources/latest/assets/describe

To test access to your Asset REST API in Postman:

1. In the Get eld, enter the full describe URL for your REST API endpoint.2. Select Basic Auth from the Type menu.3. In the User name eld, enter the user you congured to access the Asset REST API.4. In the Password eld, enter the password of the user you congured to access the Asset REST API.5. Click Send.

If you get an error or no data in the response, verify that you entered the proper describe URL, user, and password, thentry again. If the problem persists, contact your administrator. Your Access REST API must respond to this test with a 200response and a data return before continuing to the next task.

Map Oracle Visual Builder to the APIWithin the Oracle Visual Builder designer perform the following.

1. Navigate to your Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click Service Connections.4. Click the + icon (Create Service Connection).

The Create Service Connection page appears.5. Click Dene by Specication, then congure the following details:

a. In the API Type menu, select Swagger.b. For the Service Specication:

• Click the Web Address option.• Enter the REST API URL in the text box.

c. In the Service Id text box, enter the a unique Service ID.d. In the Authentication Method menu, select an option.

6. Click Next.7. Select the Asset business object.8. Map the following elds:

Note: Oracle recommends that you select only the elds that will be used for this connection.This helps to facilitate faster response times.

◦ Item ID

◦ Item Description

◦ Serial Number

◦ Purchase Date

9. Test the connection.

If you have completed all of the previous steps correctly, you will receive a data return. If not, beforeproceeding, revisit the previous steps and correct any errors until you receive a data return.



79

10. Click Finish.

Create an Oracle Visual Builder Launch PageFollow these steps to create a simple and functioning launch page using the data that was mapped from the Asset RESTAPI in the previous tasks.

1. Navigate to your Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click Web Applications.4. Expand dcs, then flows.5. Next to the ow in which you want to create the launch page, click the + icon (Create Page).

The Create Page dialog appears.6. Specify an ID in the Id text box.7. Click Create.8. From the Components region, expand the Collection set, and drag a Table component, and drop it in the

Page Structure region.9. In the property inspector for the table, click Add Data.

The Add Data dialog appears.10. Click the endpoint that you created in the Mapping Oracle Visual Builder to the API topic.11. Choose your columns.12. Dene any additional queries.13. Click Finish.

A preview of your landing page is displayed.

Related Topics

• Developing Applications with Oracle Visual Builder

• REST API for CX Sales and B2B Service

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Chapter 8Components

81

8 Components

Overview of ComponentsThis topic describes the Digital Customer Service components that are available when conguring your application inthe Oracle Visual Builder.

There are two types of components:

• Standard Oracle JavaScript Extension Toolkit Composite Component Architecture components. Thesecomponents can run in a non-Oracle Visual Builder Oracle JET application.

• Oracle Visual Builder paern components. These components use templates of existing availablecomponents and HTML elements and additional Oracle Visual Builder-related bindings such as page variables,listeners and action chains.

Oracle Visual Builder paern components aren't accessible as a component whose aributes you can inspect. Onceincluded on a page, the Oracle Visual Builder paern components are a collection of other HTML components withno outer component. Whereas the Standard Oracle JavaScript Extension Toolkit Oracle JET Composite ComponentArchitecture components have aributes that can be inspected.

Oracle Visual Builder paern components that are a part of Digital Customer Service are:

• Knowledge Article

• Knowledge Article List

• Knowledge Popular Articles

• Knowledge Search

• Service Request Creator

• Service Request Data

• Service Request File Aachment

• Service Request List

• Service Request Aachment List

• Service Request Message List

• Service Request Message Creator

• Service Request URL Aachment

• Sign In

• Sign Out

• User Registration Management

• User Registrations

• User Role Management

• User Roles

Standard Oracle JavaScript Extension Toolkit Oracle JET Composite Component Architecture components that are apart of Digital Customer Service are:

• Chat


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82

• Cobrowse

• Category Selector

• Product Selector

• Linked Text

• Download Aachment

Interaction Methods ComponentsThis topic is lists and describes interaction methods components.

The following table describes components specic to interaction methods.

Component Name Description

Chat

Enables users to initiate a chat request and exchange messages with an agent.

Cobrowse

Enables users to initiate a Cobrowse session. Cobrowse is launched using the suppliedlauncherUrl aribute value and the JET language by loading the launcher.js le into theapplication. The Cobrowse component is by default included on the shell page of the DigitalCustomer Service Reference Implementation template. For more information, refer to the Congure Cobrowse topic in the Related Topics.

Related Topics

• Congure Cobrowse

Product and Category ComponentsThis topic lists and describes Product and Category Components.

The following table describes components specic to products and categories.


Category Selector

Enables users to select a category, for example to lter the search results. This componentworks in conjunction with Knowledge Search, Chat, Create Service Request and Edit ServiceRequest.

Product Selector

Enables users to select a product, for example to lter the search results. This componentworks in conjunction with the Knowledge Search, Chat, Create Service Request and Edit ServiceRequest.


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Knowledge Management ComponentsThis topic lists and describes knowledge management components.

The following table describes components specic to knowledge management components.


Knowledge Article

Enables you to display a knowledge article when the component's variable kmContentId iscongured with a valid Knowledge Article ID.

Knowledge Article List

Displays a list of knowledge articles associated with a supplied search term and optionallyselected product and category lters.

Knowledge Popular Articles List Displays Popular Knowledge Articles. This component provides a user interface component

that displays popular articles that are measured by a ranking score. This ranking score isderived from the strength of the knowledge article viewed within a time lapse mechanism.

The following variables are associated with this component:

• kmPopularArticlesList - The Service Data Provider for the componentwhich maps the Service Data Provider to the following custom fetch action chain:kmPopularArticlesFetchAction.

• kmPopularArticlesFilter - The product category lter that adds contextto the query. The Action chain associated with the Popular Articles Fetch has adescription with details on how kmPopularArticlesFetchAction can be used.kmPopularArticlesFetchAction queries the most popular items back from theKnowledge Management content REST API. The number of results can be limited byupdating the kmPopularArticlesLimit NUMBER page variable.

• kmPopularArticlesLimit - Controls the maximum number of articles to display. Thedefault value is 5.

• kmPopularArticlesResultsCache - Represents the object used to scope thecaching of the popular articles, and prevents an article from being called morefrequently than appropriate.

Knowledge Search

Displays a list of knowledge articles associated with a supplied search term and optionallyselected product and category lters. This component is used in collaboration with theKnowledge Article List component.

Knowledge Article Facets

Enables you to lter a list of knowledge articles resulting from a knowledge search. Types offacets include: Product, Category, Collection, and Document Type.


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Service Requests ComponentsThis topic lists and describes service requests components.

The following table describes components specic to Service Requests. It also lists the restrictions associated with thecomponent and any additional conguration required.


Download Aachment

Enables the Service Request Aachment List to support downloading of the listed aachments.

Linked Text Replaces a text eld with references to service requests with links to the details page for the

service request, and creates links to Knowledge Management articles.

For example, "SR1234567890" in the Field value would be replaced with a link to the detailspage for service request number 1234567890.

Service Request Aachment List

Displays the le aachments for service requests and allows new le aachments to beuploaded.

Service Request Creator

Displays the service request creation form and the functionality required to allow users tocreate Service Requests.

Service Request Data

Displays the summary details of a service request. For the Service Request Data component to render a valid service request, it must be mappedto the input page serviceRequestNumber parameter. This parameter is a required parameterand has to be wired to a valid service request number by the calling page navigation.

Service Request File Aachment

Lists service request le aachments and allows the user to edit the description or add new leaachments. For the Service Request File Aachment component to render a valid service request, itmust be mapped to the input page serviceRequestNumber parameter. This parameter is arequired parameter and has to be wired to a valid service request number by the calling pagenavigation.

Service Request List

Displays a list of service requests to the account user in a precongured Oracle Visual Builderlist view. The presentation of a row can be edited.

Service Request Message Creator

Provides functionality to allow new messages to be added to a service request.

Service Request Message List

Displays the messages that are associated with a service request.

Service Request URL Aachment List

Lists service request URL aachments and allows the user to edit the description or add newURL aachments.


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For the Service Request URL component to render a valid service request, it must be mappedto the input page serviceRequestNumber parameter. This parameter is a required parameterand has to be wired to a valid service request number by the calling page navigation.

Sign In and Sign Out ComponentsThis topic lists and describes sign in and sign out components.

The following table describes components specic to Sign In and Sign Out.


Sign In

Enables users to sign in.

Sign Out

Enables users to sign out.

User ComponentsThis topic lists and describes user components.

The following table describes components specic to users.


Sign Up

Allows anonymous users to register to become self-service users.

User Registration RequestManagement

Enables Oracle Digital Customer self-service administrator users to manage user registrations.The component shows the selected user's name, email, account information, status and areason associated with the approval or rejection. For the User Registration Request Management component to render a user's registrationdetails, the user's ID must be mapped to the component's page variable nameduserRegistrationId. This parameter is a required parameter. It must be congured by the callingpage navigation -- typically from an instance of the User Registrations Requests List -- in thatcalling page's userRegistrationsNavigateToEditAction action's navigateToEdit step. When in read-only mode, the approver and approved date will be shown.

User Registration Requests List

Lists the Digital Customer Service self-service registrations. The listing can be sorted by lastupdate date, email, name, role or account in either descending or ascending order. The listdisplays the username, email, account, registration status and last update date.


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User Roles List

Lists the Digital Customer Service self-service users and their roles. The list can be sorted bylast update date, email, name, role or account in either descending or ascending order. The listdisplays the username, email, account, roles and last update date. The rows have a trash canicon, which can be used to remove the user.

User Roles Management

Allows the Digital Customer Service self-service administrator users to view, add and removeuser roles. The component shows the selected user's name, email, account information andtheir assigned roles and details on who made the last update and when. For the User Roles Management component to render a user's roles, the user's ID must bemapped to the component's page variable named userRolesUserId. This parameter is arequired parameter. It must be congured by the calling page navigation -- typically from aninstance of the User Roles List -- in that calling page's UserRolesNavigateToEditAction action'snavigateToEdit step. The remove user buon removes the user.

Integrate Composite Component ArchitectureComponentsYou can integrate non-Digital Customer Service Oracle JET Composite Component Architecture (CCA) components withyour application.

For more information about this type of integration, refer to the Interviews for Digital Customer Service topic in theOracle Policy Automation documentation in the Related Links.

Related Topics

• Interviews for Digital Customer Service

View Information about ComponentsThis topic describes how to view additional information about components.

You can nd more information about component aributes directly in Oracle Visual Builder.

To view more information about a specic component:

1. Navigate to the Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click Web Apps.4. Expand dcs, then expand flows.5. Select a page where the component appears.6. In the Page Structure panel, click the component.

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7. Click the Design tab in the <Component> Selector inspector.8. All of the aributes specic to the selected component appear in the <Component> Selector section of the

inspector, in the All tab.9. Hover over the name of the aribute, then hover over the question mark icon to reveal one or more of the

following elds relating to the aribute:

◦ Type

◦ Value

◦ Supported Values

◦ Description


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Chapter 9Life Cycle Management

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9 Life Cycle Management

Determine Component VersionsDigital Customer Service provides reusable components to your application through a component catalog serviceintegrated into Oracle Visual Builder. These components may be updated periodically to provide bug xes or additionalfeatures.

This topic describes how to determine your Digital Customer Service component versions in Oracle Visual Builder.

To determine your Digital Customer Service application component versions:

1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click the Puzzle Piece icon (Components).

The Components list appears.4. Click the Installed tab.

The names of all of your installed components are listed, including version numbers.

Determine Template VersionThis topic describes how to determine the version of the Digital Customer Service template your application was basedon, in Oracle Visual Builder.

Digital Customer Service provides templates for you to create your application. Additional templates may be providedwith each version, and in some situations, you might want to know the version of the template that your application wasbased on.

To determine the version of your template:

1. Sign in to Oracle Visual Builder.2. Open your Digital Customer Service application.3. Click Web Applications.4. In Web Apps, click dcs.5. Click the JS icon (Functions).

The functions appears.6. The rst line of the functions will look similar to the following:

/* Oracle Digital Customer Service Template 19C 2.3.1: master a71f210 2019-06-06T02:07:28.700Z */

In this example, the 19C 2.3.1 indicates the version of the template that you are using.


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Optimize Your Application for DeploymentYour Digital Customer Service application can be optimized for deployment.

You can optimize the performance of your published Digital Customer Service application by using node and Grunt tobuild them locally or to set up build jobs on Oracle Developer Cloud Service. For more information about optimizingyour application, refer to the Optimize Your Builds topic in the Developing Applications with Oracle Visual Builder guidein the Related Topics.

Related Topics

• Optimize Your Builds

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10 Alternative Implementation Options

Implement Your Digital Customer Service Experiencewith REST APIs

Overview of the Digital Customer Service Experience with RESTAPIsFind information in this chapter on implementing and conguring your Oracle Digital Customer Service experienceusing REST APIs. You will get to know the details on how to develop, congure, manage, and administer an Oracle JET-based customer service application. Also, you will learn how to set up and work with the additional features in OracleB2B Service. For more information about Oracle B2B Service, refer to the Related Topics.A signicant part of implementing your Digital Customer Service experience using REST APIs relies on Oracle JavaScriptExtension Toolkit (Oracle JET). Oracle JET is a collection of JavaScript libraries and functions used to develop clientbased applications. Your implementation will leverage Oracle JET libraries and development best practices to provideservice lifecycle, knowledge management, and products association with service requests and user managementrequest and approvals. For more information about Oracle JET, refer to the Related Topics.

The topics in this chapter describe how to build an application purely based on JavaScript using Oracle JET, consumingdata from Oracle B2B Service using REST APIs.

Related Topics

• Oracle CX Sales Help Center

• Welcome to Oracle JET

Get Started with the Digital Customer Service Experience withREST APIsImplementing the Digital Customer Service experience with REST APIs requires the JavaScript referenceimplementation that was developed using Oracle JET and Oracle's JavaScript framework and toolkit, including third-party dependent software.

Installation PrerequisitesYou must download all of the dependent software for use on the computer where the Digital Customer Serviceexperience is being implemented with REST APIs.

Note: The versions of the prerequisite software listed in the following table were used in development. Laterversions might also work with your deployment.

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Software or Package Name Tested Version

Java Development Kit

1.8.0_181

Node.js

7.10.1

NPM

6.4.1

Oracle JET

5.1.0

Oracle Identity Cloud Service

18.4.2

Related Topics• Oracle JET• NPM

Add Self-Service RegistrationUsers require a user name and password to access the customer service application that is developed on Oracle JET. Ifthe user is not self-registered, the user must provide a rst name, last name, and user name on the Self-Registrationpage in the customer service application developed on Oracle JET.

Once the required information is provided, the self-service registration process will inform the administrator by sendingan email notication. The administrator can then sign in to the application and approve or reject the request. Theself-service registration process creates an account in Oracle B2B Service and assigns appropriate roles. For moreinformation about approving and rejecting self-service registration requests, refer to the Manage Registration Requestsin the Related Topics.

Related Topics• Manage Registration Requests

Set Up Oracle Identity Cloud Service Applications

Overview of Oracle Identity Cloud Service ApplicationsYour Oracle JET application will access Oracle B2B Service REST API resources. Within this model, your Oracle JETapplication performs actions on behalf of an Oracle JET application user. For authentication to work, the Oracle IdentityCloud Service or other identity provider must support OAuth2-based authentication. Irrespective of the identity providerused, applications should be dened in the identity provider representing the Oracle JET application. The followingtopics describe how to create the necessary applications in Oracle Identity Cloud Service.

Follow the instructions in these topics in the order in which they appear:

1. Create an Oracle B2B Service Resource Application.2. Create an Application for OAuth Implicit Flow.

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3. Create an Application for JSON Web Token Assertion.

Create an Oracle B2B Service Resource ApplicationThis topic describes how to create a condential resource application for Oracle B2B Service in Oracle Identity CloudService.

For detailed instructions on creating condential applications in Oracle Identity Cloud Service, refer to the in the Addinga Condential Application link in the Related Topics.

To create a condential resource application for Oracle B2B Service in Oracle Identity Cloud Service:

1. Sign in to your Oracle Identity Cloud Service administration console.2. Expand the Navigation Drawer, and then click Applications.3. Click Add.

The Add Application page appears.4. Click Condential Application.5. In the App Details pane of the Add Condential Application window, specify a name for the application in the

Name eld.6. Click Next to proceed.

A conrmation message indicates that the application has been added in a deactivated state.7. You will be prompted to congure authorization information for your application now. Do not congure now,

instead, click Skip for later.8. Click Next.9. Click Congure this application as a resource server now, and congure these elds as follows:

◦ Access Token Expiration. Leave at the default value.

◦ Refresh Token Expiration. Leave at the default value.

◦ Primary Audience. Specify the Oracle B2B Service instance that is used to perform resource invocation.

◦ Add (Allowed Scopes). Click Add next to Allowed Scopes:

i. In the Add Scope dialog enter the following for Scope:

/

ii. Select Requires consent.iii. Click Add.

10. Click Next.11. Skip the Web Tier Policy prompt by clicking Skip for later.12. Click Next.13. Click Finish.

Related Topics• Adding a Condential Application

Create an Application for OAuth Implicit FlowThis topic describes how to create a mobile application for OAuth implicit ow in Oracle Identity Cloud Service.

Note: You must create a condential resource application for Oracle B2B Service in Oracle Identity CloudService before following the instructions in this topic. For more information, refer to the Create an Oracle B2BService Resource Application topic

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For detailed instructions on creating mobile applications in Oracle Identity Cloud Service, refer to the Adding a MobileApplication link in the Related Topics.

To create a mobile application for OAuth implicit ow in Oracle Identity Cloud Service:


The Add Application page appears.4. Click Mobile Application.5. In the App Details pane of the Add Mobile Application window, specify a name for the application in the


A message conrms that the application has been added in a deactivated state.7. In the Authorization and Accessing APIs from Other Application sections of the Add Mobile Application

page, congure the these elds as follows:

◦ Authorization Code. Select this check box.

◦ Implicit. Select this check box.

◦ Allow non-HTTPS URLs. Select this check box, and specify the redirect URL.

Note: If the Oracle JET reference implementation is used, this application already has acallback resource that can be used. For example, the redirect URL would be similar to thefollowing: http://OracleJETApplicationHost:port/?root=callback . If the Oracle JET applicationis not deployed or developed yet, then this eld can be left empty temporarily. Once theapplication is up and running this seing should be updated before using the Oracle JETapplication for accessing Oracle B2B Service resources.

8. In the Allowed Scopes section, click Add.9. Select the Oracle B2B Service instance.

10. Click Next.11. Click Finish.

Related Topics• Adding a Mobile Application

Create an Application for JSON Web Token AssertionUse this topic to create a condential application for JSON Web Token Assertion in Oracle Identity Cloud Service.

Note: You must create a condential resource application for Oracle B2B Service, and create a mobileapplication for OAuth implicit ow in Oracle Identity Cloud Service before following the instructions in thistopic. For more information, refer to the Create an Oracle B2B Service Resource Application and Create anApplication for OAuth Implicit Flow topics.

For detailed instructions on creating condential applications in Oracle Identity Cloud Service, refer to the in the Addinga Condential Application link in the Related Topics.

To create a condential application for JSON Web Token Assertion in Oracle Identity Cloud Service:


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The Add Application page appears.4. Click Condential Application.5. In the App Details pane of the Add Condential Application window, specify a name for the application in the


A conrmation message indicates that the application has been added in a deactivated state.7. Click Congure this application as a client now, and congure the these elds as follows:

◦ Client Credentials. Select this option.

◦ JWT Assertion. Select this option.

◦ In the Client Type section follow these steps:i. Click Trusted.

ii. Click Import.iii. Specify the public certicate le that you want to import for use with Oracle JET.

◦ In the Allowed Scopes section, follow these steps: .i. click Add.

ii. Select the Oracle B2B Service instance.8. Click Next.9. Click Finish.

Related Topics• Adding a Condential Application

Set Up the JSON Web Token Application

Overview of JSON Web Token ApplicationsOAuth JSON web tokens can be used to exchange Oracle Identity Cloud Service access tokens. This is a standaloneJSON web tokens Java application that returns JSON web tokens which can be used by the Oracle JET applicationto fetch access token from Oracle Identity Cloud Service. This is a Java application that runs inside a jey containerexposing a REST API service. This REST API service is deployed on port 8080 and supports the following assertionmodels:

• User Assertion. In this model a non-null JSON web token is returned for user JSON web token and a null valuefor client (Oracle JET application) JSON web tokens token.

• Client Assertion. In this model , a non-null JSON web token is returned for both user and client JSON webtokens.

Prerequisites for Running JSON Web Token ApplicationsBefore downloading and running the JSON web token application, Maven and Java Development Kit must be installedon the computer on which the application is deployed. The application was developed using the following versions:

• Maven 3.5.4

• Java Development Kit 1.8.0_221

Note: After installing the prerequisite software, they must be added to the path.

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Compile and Start the JSON Web Token ApplicationThis topic describes how to compile and start the JSON web token application.

After downloading the JSON web token application software run the following commands on the command line, in thestated order:

1. mvn clean

This command cleans the project.2. mvn install

This command compiles the code and creates a jar le in the target directory.3. java -jar target/JWTAssertionTokens-1.0.jar

This command starts the jey server to run on port 8080 with the application deployed.

Test the JSON Web Token ApplicationThis topic describes how to test your JSON web token application.

Once your JSON web token application is running you should verify that it's deployed properly and is in working orderby testing some URLs.

Note: Alternatively, you can verify the URL using Postman, a free third-party software desktop tool, or anyother API testing tool of your choice.

Verify the Output for Client AssertionType the following URL into a browser:

http://hostname:8080/jwttokens?

[email protected]&clientId=ee7323169a7743fa929d94a117b131bb&assertionType=clientAssertion

Output similar to the following should be returned for the previously mentioned URL:

{ "userJWTToken" : "eyJ4NXQjUzI1NiI6InBMQzNBWGE3b1oxVEpJU2JjcVNvX1BxTVM3cDRsV0VBLVBCZGhydVBHZFkiLCJ4NXQiOiIwRDVLV0pSVVl3NUM5UThvV3BmYXo4VHJRSkkiLCJraWQiOiJ0cnVzdGVkLWNsaWVudC1jZXJ0IiwiYWxnIjoiUlMyNTYifQ.eyJzdWIiOiJuaWtpdGEuYS5hZ3Jhd2FsQG9yYWNsZS5jb20iLCJhdWQiOiJodHRwczpcL1wvaWRlbnRpdHkub3JhY2xlY2xvdWQuY29tXC8iLCJuYmYiOjE1Mzg0Mzg3MTQsInVzZXJfbG9naW5pZCI6Im5pa2l0YS5hLmFncmF3YWxAb3JhY2xlLmNvbSIsImlzcyI6ImVlNzMyMzE2OWE3NzQzZmE5MjlkOTRhMTE3YjEzMWJiIiwiZXhwIjoxNTM4Nzk4NzE0LCJpYXQiOjE1Mzg0Mzg3MTQsImp0aSI6IjI3YjU4MDkwLWE0NmMtNDFhNi05YTJiLTczOTI2MTdmNTA3YyJ9.atftw96_O2qsjOLYRxI0LxC6WGX0QP4qfDtH9UBA__8d4k_tsB-pSvA_nNC0nH7zgWPel2HQEbTKu7N8BqxnfhbsH8BStFgXq8ctJHT90M-HvOt0MZkLqb0c6HNQkVMgrL16by7Xxd35rHEjVXe6HnAKQY3b3vmtXgxJRpTCYBhTyOMFmjda4E7xuY8Z2m9H3bkXFGTRbqfWbrgH-_4VNJK4gWuURpm8a8JhPJtXzH3CifUEP26Wd5AIJFlUlOZs8thQEQgkmas-2WSIZCy4rHtnRjSu3H56GFJ6Fh9Ho1vlPFKznByuFYL_58d1IMI7pW8DJfDprNzxxkRE7xM4pA", "clientJWTToken" : "eyJ4NXQjUzI1NiI6InBMQzNBWGE3b1oxVEpJU2JjcVNvX1BxTVM3cDRsV0VBLVBCZGhydVBHZFkiLCJ4NXQiOiIwRDVLV0pSVVl3NUM5UThvV3BmYXo4VHJRSkkiLCJraWQiOiJ0cnVzdGVkLWNsaWVudC1jZXJ0IiwiYWxnIjoiUlMyNTYifQ.eyJzdWIiOiJlZTczMjMxNjlhNzc0M2ZhOTI5ZDk0YTExN2IxMzFiYiIsImF1ZCI6Imh0dHBzOlwvXC9pZGVudGl0eS5vcmFjbGVjbG91ZC5jb21cLyIsIm5iZiI6MTUzODQzODcxNCwidXNlcl9sb2dpbmlkIjoiZWU3MzIzMTY5YTc3NDNmYTkyOWQ5NGExMTdiMTMxYmIiLCJpc3MiOiJlZTczMjMxNjlhNzc0M2ZhOTI5ZDk0YTExN2IxMzFiYiIsImV4cCI6MTUzODc5ODcxNCwiaWF0IjoxNTM4NDM4NzE0LCJqdGkiOiI0NjE4OTc5My01Yjc3LTQ3MTgtOWM2MC04ZTRhNWI4YWFjNDQifQ.TWiOKfzQRKBbG_6-18RdS-PdqM46ihSi-rHD3ZBJ4jz5p3e1U2AsqS5jeZrqM6SUw5O_Qrgv3DH-Ii9RGvFynrP9qEiOl5_UrHjLm6IyTS_DV5AEJ9hEXVmN3H1oMnpgmCqLKPJJfKmpLIASM_QYXywucJRB8RhjZy-nPD8UKWjuPNmctFmgLsjl2jRv8rRtU9g48A-Fp55QGRlguRziFhR3YGD2FEPiDjkfw5Cq3gVe5chAhsbxytatKiB5xitwCt4BQRFpTUkfLRUwlXMLP2a7RGHUyfLG9ErgJEB3O6064d_sHo1o5KlxOtDBV_HBvr3smxZwuzxxY287dpZ3Bg"}

Verify the Output for User AssertionType the following URL into a browser:

http://hostname:8080/jwttokens?

[email protected]&clientId=ee7323169a7743fa929d94a117b131bb&assertionType=userAssertion

Output similar to the following should be returned for the previously mentioned URL:

{ "userJWTToken" : "eyJ4NXQjUzI1NiI6InBMQzNBWGE3b1oxVEpJU2JjcVNvX1BxTVM3cDRsV0VBLVBCZGhydVBHZFkiLCJ4NXQiOiIwRDVLV0pSVVl3NUM5UThvV3BmYXo4VHJRSkkiLCJraWQiOiJ0cnVzdGVkLWNsaWVudC1jZXJ0IiwiYWxnIjoiUlMyNTYifQ.eyJzdWIiOiJuaWtpdGEuYS5hZ3Jhd2FsQG9yYWNsZS5jb20iLCJhdWQiOiJodHRwczpcL1wvaWRlbnRpdHkub3JhY2xlY2xvdWQuY29tXC8iLCJuYmYiOjE1Mzg0MzkwNDIsInVzZXJfbG9naW5pZCI6Im5pa2l0YS5hLmFncmF3YWxAb3JhY2xlLmNvbSIsImlzcyI6ImVlNzMyMzE2OWE3NzQzZmE5MjlkOTRhMTE3YjEzMWJiIiwiZXhwIjoxNTM4Nzk5MDQyLCJpYXQiOjE1Mzg0MzkwNDIsImp0aSI6IjdlMzY0Zjk4LWUwMjctNDVmNy1hMThjLWJmNmI5ZTZjNTMxMSJ9.AMA8BqGnqGHMKSTxev19A2gxlm1UPiZF2ER_o37IfqERm8CvPahqKw2dDfSE--6PAW0O8wG_I0Bh4heSh2QIf80dz-



97

F_KMnCZcsSH2uhu7rc0_i5-NYnzV_wKgjjIWazVOxSZoU_QJq-4mhCY2cNMkA8YYScNIFzggCFd9ZSrAf1z18Uy6cFeR9-Z04p2rsCU89SXkAOnN4lHDDD3njWOWmJLFImG8udms2aNA8e2wUFdS_VI3QXkGhFYAz19BDq16lKKyqOmokocHdJapQdy1tTvNGorBDH5KdvkPRYQ_bSxqs7g7paf66_zWPWfa6q8pTWbJ7yd2qcLcJzQu6bIA", "clientJWTToken" : null}

Referenced Third-Party LibrariesThis topic lists the reference third-party libraries.

The following table lists the referenced third-party libraries for JSON web tokens.

JAR File Name Description

com. nimbusds: nimbus-jose-jwt: jarversion 6.7

Java library for Javascript Object Signing and Encryption (JOSE) and JSON Web Tokens (JWT).

commons-codec: commons-codec:jar version 1.11 org. apache. commons: commons-lang3: jar version 3.9

Simple encoder and decoders for various formats such as Base64 and Hexadecimal. Apache Commons Lang, a package of Java utility classes for the classes that are in thejava.lang hierarchy.

org. junit. jupiter: junit-jupiter-enginejar version 5.4.2

For unit tests.

com. fasterxml. jackson. core:jackson-databindjar version 2.9.9

Jackson is a high-performance JSON processor (parser, generator).

org. eclipse. jey: apache-jsp: jar:94.15. v20190215 org. eclipse. jey: jey-annotations: jar:94.15.v20190215org. eclipse. jey: jey-continuation:jar:94. 15. v20190215 org. eclipse.jey: jey-hp: jar:94.15.v20190215org. eclipse. jey: jey-io:jar:94.15. v20190215 org. eclipse. jey:jey-jndi: jar:94.15.v20190215 org.eclipse. jey: jey-plus: jar:94. 15.v20190215 org. eclipse. jey: jey-security: jar:94.15.v20190215 org.eclipse. jey: jey-server: jar:94. 15.v20190215 org. eclipse. jey: jey-servlet: jar:94.15.v20190215 org.eclipse. jey: jey-webapp: jar:94. 15.v20190215 org. eclipse. jey: jey-xml: jar:94.15.v20190215 org. eclipse.jey: jey-util: jar:94 15. v20190215org. eclipse. jey. toolchain: jey-schemas: jar:31 All versions 9. 4. 15.v20190215

Jey-embedded server to serve REST endpoint.

org. glasssh. jersey.core - jersey-server org. glasssh. jersey.inject

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JAR File Name Description

- jersey-hk2 org. glasssh. jersey.containers - jersey-container-servlet-core org. glasssh. jersey. containers- jersey-container-jey-hp org.glasssh. jersey.media - jersey-media-moxy All versions 2.28

Run the Oracle JET ApplicationThis topic describes how to run the Oracle JET application.

Once congured, your Oracle JET application it's ready for use. We can now build and deploy the Oracle JET application.

To build and deploy the Oracle JET application, run these command in the stated order:

1. npm install

This command installs all npm packages that are necessary for running the Oracle JET application. Run thiscommand whenever there are changes to the packages used by the application

2. ojet build

This command builds the Oracle JET application3. ojet serve

This command deploys the Oracle JET application on port 8000.

Note: You can deploy your Oracle JET application to a dierent port by using the commandwith the following parameter: --server-port=<port#>. Where <port#> is the port number.

Congure the Oracle JET ApplicationUse this topic to congure your Oracle JET application.

After downloading the Oracle JET application, you must congure the javascript le to include site-specic values. Thejavascript le can be found in the installed directory, at the following path:

../src/js/config/siteConfig.js

The conguration le is seeded with default values that represent the authentication scheme chosen to connect toOracle B2B Service resources, application endpoints, and timeout values. The following table provides an overview ofthe conguration parameters that require modications.



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Property Name Description

adminUserForRegn

The user name used by self-signed user registration in conjunction withadminUserPswdForRegn, the password to sign in to Oracle B2B Service. For example: rstname. lastname@yourdomain. com

Note: This property is used exclusively for self-service registration.

adminUserPswdForRegn

The password used by self-signed user registration in conjunction with adminUserForRegn, forthe user name to sign in to Oracle B2B Service.

Note: This property is used exclusively for self-service registration.

faInstance

The URL for Oracle B2B Service.

loginType A string that represents how your Oracle JET application connects to Oracle B2B Service. These

are possible values:

• Basic When the user aempts to login, the user name and password are required.• Implicit Uses the OAuth Implicit grant type ow. This method is browser-based, where a

user is redirected to the identity provider to sign in. With this method, the user consentsto allowing Oracle B2B Service to access resources on their behalf.

• UserAssertion Uses JSON web tokens provided by a jey-based server application. TheJSON web tokens are used as user information. The client ID and client secret are usedto represent the application.

• ClientAssertion - Uses JSON web tokens provided by a jey-based server application.JSON web tokens are used for the user and client.

authzEndpoint The URL for the Oracle Identity Cloud Service authorize endpoint.

For example:

https://IDCSservice/oauth2/v1/authorize

Note: This property is used only when loginType is set to Implicit.

idcsTokenEndpoint

The URL for the Oracle Identity Cloud Service token endpoint. For example: hps: / / IDCSservice/ oauth2/ v1/token/

redirectUri

The URL for the Oracle JET application callback endpoint. For example:



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hp: / / OJETApplicationportnumber/ rootcallback

clientId

The string representing the Oracle Identity Cloud Service application ID. For example: 8dab63f5fc204a3582c80fc76ccba1e3

scope

The URL representing the Oracle B2B Service instance.

assertionClientId

The string representing the Oracle Identity Cloud Service application ID of a condentialapplication. For example: he7323169a7743fa929d94a117b138bb

clientSecret

The string representing the Oracle Identity Cloud Service application client secret. For example: 64f25f01-b7d7-4a50-9b30-9ea9c8967c8b

jwtToken The URL for the Oracle JET application endpoint.

For example:

http://JWTTokensAppHost:portnumber/jwttokens

Note: This property can be left blank when loginType is set to Implicit orBasic.

serviceRequestResource

The path for service request resources. For example: / crmRestApi/ resources/ 1113 17. 11/ serviceRequests/

useApiGatewayService If autonomous API Gateway service is used then set this property to True, if not, set it to False.

Possible values are True or False.

apiGatewayEndpoint

The URL endpoint for the autonomous API Gateway service. For example: hp: / / APIGatewayServiceHost8001



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Implement Chat Inlay

Congure Chat InlayThis topic describes how to congure the Chat inlay for Digital Customer Service.

Chat inlays are syndicated widgets that you can deploy on any web page. The Chat inlay is a chat session that occursbetween a chat agent and an end user. It can be initiated from a chat oering such as a Conditional Chat link or aProactive Chat as well as being simply placed on a page.

For additional information about Chat inlay, refer to the Related Topics. The cross-references in the Related Topics referto Oracle B2B Service documentation. Clicking on the links will redirect you to the Oracle B2B Service Customer Portal.

Note: In order to use Chat inlays in Oracle B2B Service, you will enable the following prole options near theend of the task: .

• SVC_CHAT_INLAYS_ACCESS_ENABLED• SVC_CHAT_WAIT_TIME_ENABLED• SVC_CHAT_ANONYMOUS_ACCESS_ENABLED

To congure the Chat inlay for Digital Customer Service:

1. Add markup to the page on which the Chat Inlay will reside.

<inlay-oracle-chat-embedded id="chatInlay" class="inlay" site-url="[Oracle Cloud Applications Instance URL]" site-type="ec"></inlay-oracle-chat-embedded>

The aribute value "[Oracle Cloud Applications Instance URL]" shown in the previous example represents thefully qualied domain name of the host of the Oracle B2B Service instance. Replace the value in the example,with your own Oracle Cloud Applications Instance URL. Here's an example of the markup:

<inlay-oracle-chat-embedded id="chatInlay" class="inlay" site-url="acme-test.fa.us2.oraclecloud.com" site-type="ec"></inlay-oracle-chat-embedded>

Note: For the Chat inlay to work with Oracle B2B Service, you must set the site-type to "ec" .

2. Add a script tag on the page that you congured in step 1. Use the following script tag as an model:

<script id="oit-loader" src="http://static-XX.custhelp.com/s/oit/latest/common/v0/libs/oit/loader.js" async></script>

Replace the XX in the script tag with data center location code that's geographically closest to you.



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Data Center Location Data Center Location Code

Chicago

mw

Washington DC

va

Phoenix

px

Toronto

tr

Calgary

cg

Brazil

br

Amsterdam

am

Germany

de

London

gb

Japan

jp

Australia

sy

Singapore

sg

3. Congure Oracle B2B Service prole options, by following these steps:

a. Login to Oracle B2B Service as an administrator.b. In the Setup and Maintenance work area, search for the following task:

• Manage Applications Core Administrator Prole Valuesc. Click the Manage Applications Core Administrator Prole Values task.d. In the Prole Display Name text box, enter the following string:

CORS

e. Click Search.f. Click the CORS_ACCESS_CONTROL_ALLOW_CREDENTIALS prole option.g. Select True from the menu in the Prole Value column.h. Click Save.i. Click the CORS_ACCESS_CONTROL_ALLOW_HEADERS prole option.j. In the Prole Value eld, add the following value at the beginning of the string:



103

Authorization,

Note: You must include the comma and space before the subsequent value.

k. Click Save.l. In the Prole Display Name text box, enter the following string:

Allowed Domains

m. Click Search.n. Click the ORACLE.ADF.VIEW.ALLOWED_ORIGINS prole option.o. Click the + icon (New).p. Select Site from the Prole Level menu.q. In the Prole Value eld, enter the fully qualied domain name of the referring web page, from which

the inlay will be called.For example if you place the inlay code onto www.oracle.com, you will want to enter that domain in theProle Value eld. Then, you must add any other additional domains that are also using inlays. Oracledoesn't recommend entering a wildcard in this eld, because it allows the potential for a third party to useyour chat services on their web page.

r. Click Save and Close.

Enable Prole OptionsNow you enable prole options to enable chat inlays, allow anonymous access and enable the wait time seing.

1. In the Setup and Maintenance work area, go to the following:

◦ Oering: Service



2. To enable inlay interactions do the following:a. Click SVC_CHAT_INLAYS_ACCESS_ENABLED.b. Set the Prole Value eld to Yes.

3. To set chat to be anonymous do the following:a. Click SVC_CHAT_ANONYMOUS_ACCESS_ENABLED.b. Set the Prole Value eld to Yes.

4. To enable the wait time seing:a. Click SVC_CHAT_WAIT_TIME_ENABLED.b. Set the Prole Value eld to Yes.

5. Click Save and Close.And nally, understand that both a queue and a logged in agent must be assigned properly. In other words,a queue must be created, an agent assigned, and routing rules for chats created, along with routing rules togovern a proper connection.

Related Topics• Inlay Registry Documentation

http://documentation.custhelp.com/s/oit/latest/



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Chapter 11Performance

105

11 Performance

Performance Tuning ChecklistHere's a collection of performance tuning tips. They're listed in no particular order of importance but can be consideredafter you have goen your Digital Customer Service application up and running.

Potential Issue Performance Tuning Tip

The app is slow because it has notbeen bundled and minied fordeployment.

Refer to the Related Topics area for a link to the Optimize Your Application for Deploymenttopic.

Large Images take too much time toload and are then scaled down for thesection of screen within which they'redisplayed.

Reduce the size of images to only the size needed for the UI presentation.

Application load times are slow whenthe client region is far from the datacenter location of the deployment.

Deploy the application to global Content Delivery Network (CDN). Refer to the Related Links section for a link to the topic Host an Application on a ContentDelivery Network (CDN).

Page navigation is slow becauseof URL links and results which arereloading the entire app with eachnavigation.

Do page navigation with navigation events.

REST calls are slowing pagenavigation.

• Reduce the number of REST calls that need to be made on each page.• Be careful not to create heavyweight back end triggers that can cause REST APIs to slow

down.

There have been cases when multiplecopies of jquery are being loaded,unnecessarily.

Ensure that there are no les being loaded unnecessarily.

Service worker scripts causeperformance degradation.

Disable service workers if they are enabled. You can completely disable the loading of the service worker script by adding the following toyour index.html le: : <script type= "text/ javascript'> window. vbInitCong. SERVICEWORKER_ CONFIG = { disabled: true


Chapter 11Performance

106

Potential Issue Performance Tuning Tip

} </script>

When a record is created or updatedperformance is degraded with theback and forth from the server whichcalculates all elds each time.

Turn o unnecessary responses for POST and PATCH operations. Most create and update operations don't require a response from the server so theresponsiveness of both the CSP and CSE applications could be improved by turning them o.

Slow performance

Limit the size of response payloads by using the elds= parameter in the request.

Use the onlyData parameter and set it to True.

Combine multiple API requests into single requests when possible

• When many elds are needed in the response, use the expand= parameter on childseings.

• Use the elds= parameter to return the children and grandchildren records withidentied eld of interest.

• Use Upsert-Mode: true command to update or insert during POST to avoid multiple callsto check for an update versus an insert operation.

Customize bundle modules You can minimize what needs to be loaded on initial load by loading only the bundle thatcontains les needed on initial startup. For example, dene a bundle for les needed for anonymous access, and separate bundle(s)for subsequent ows that require authenticated access. For more information, see the Related Topics for a link to the Customize Bundle Modules topicfrom the Developing Applications with Visual Builder guide.

Related Topics

• Optimize Your Application for Deployment

• Host an Application on Content Delivery Network (CDN)

• Customize Bundle Modules

https://docs.oracle.com/en/cloud/paas/app-builder-cloud/visual-builder-developer/customize-your-grunt-build-process.html#GUID-DD8FD239-8045-43C5-B4DC-F24734FAB158

https://docs.oracle.com/en/cloud/paas/app-builder-cloud/visual-builder-developer/customize-your-grunt-build-process.html#GUID-18D91718-AE52-4C23-8E89-4E77BA8D7792

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