17

Digital Customer Service (DCS)

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Objectives

After completing this lesson, you should be able to:

• Describe the use and benefits of Digital Customer Service (DCS)
• Create, modify, and deploy a simple DCS application

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Digital Customer Service (DCS)

• Is the web-based solution within Engagement Cloud that:

– Allows users to interact with knowledge articles and service requests
– Allows users to contact agents through the channels of email, chat, and co-browse
– Is available on mobile devices as well as desktop computers
• May be configured to suit the needs of the enterprise deploying it
– For example, look-and-feel can be adjusted to brand a page appropriately
• Multiple versions can be deployed
– For example, an enterprise can have different sites for different products

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DCS Benefits

• Provides better customer service

– Some consumers prefer to self-serve independently and quickly
— Most user issues are not unique and already have documented solutions
– Other users can select their preferred communication channel
• Cost efficient
– Some consumer inquiries can be deflected before they reach a human agent

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Implementing DCS

• Verify prerequisites
• Create a DCS application
• Publish your application

More

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Implementation Prerequisites

• These prerequisites are part of the
general setup of Engagement Cloud:
– Create or import service products
and categories
– Create knowledge content
• These prerequisites are specific to DCS:
– Provision internal staff users to edit
and administer DCS with the
"Customer Self Service Account
Administrator" job role
– Enable user self-registration auto-
approval
– Configure queues
– Enable chat

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• To enable user self-registration auto-approval, use the Use the Manage Customer Self-
Service Registration Profile Options task to set:
• The SVC_CSS_SELF_REG_AUTO_APPROVE option to True
• The SVC_CSS_SELF_REGISTRATION to NewOrExisting
• Setting these options requires the
SVC_APPROVE_SELF_SERVICE_REGISTRATION_PRIV privilege which is included in the
Customer Self Service Account Administrator role.

• Other setup items mentioned above are covered in other lessons within this course.

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Application Builder Cloud Service (ABCS)

• Is an Oracle cloud service that:

– Allows you to build web-based applications using a visual development environment
with no coding required
– Hosts your application
• Is the platform that the Digital Customer Service application is built upon
– Is pre-integrated with Engagement Cloud
– Requires no installation

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Reference Implementation

• Is an implementation of DCS available

from Oracle that illustrates
recommended practices
• Can be copied and modified to provide a
starting point for a custom DCS

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Reference Implementation Features

• The DCS reference implementation includes features that allow end customers to:
– Search and view knowledge articles
– View products
– Create, view, and edit Service Requests
– Use the Engagement Cloud email, web, chat and co-browse channels
– Self-register and create an account for ongoing use

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Modifiable Elements

• Some modifiable elements of a DCS application include:

– Pages – web pages
– Themes – HTML/CSS files that provide the look and feel of web pages
– Templates – preconfigured applications used as starting points for new applications
– User Interface (UI) Components – functional elements that provide capabilities such
as search
– Business Objects – definitions of data objects that allow UI components to retrieve
data via Fusion Service APIs for display/manipulation by end users

More

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Pages

• Are the web pages that make up the

DCS experience for end users
– Are the basic unit of work in
creating a DCS application
• May be one of these types
– Landing: A top-level page, usually
associated with a tab in the
navigator bar
– Create: Allows you to create a new
object
– Edit: Allows you to edit an object
– Detail: Displays detailed
information on a single selected
object

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Working with Pages

• ABCS provides a Page Designer for creating and editing pages

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Creating New Pages

• Create a new page in the Page Designer

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Themes

• Provide branding elements such as colors, fonts, graphics, and general layout
• Include Hypertext Markup Language (HTML) and Cascading Style Sheets (CSS) files,
along with graphic elements
• Ensure a consistent look-and-feel among all the pages of a DCS experience
• Are located in the Themes folder Application Settings > Resource Browser
• Themes can be shared across applications so that an update to the theme in a single
location will be reflected across multiple applications

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 Setting a Theme

• Select a theme in the Page Designer to apply it to your page

Images of
available themes

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 Custom Themes

• You can use a Cascading Style Sheet (CSS) file to create a new custom theme

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You can download a custom theme as a ZIP file to edit offline or upload for use on another ABCS
application

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UI Components

• Are pre-written code that creates a visual element for inclusion on a DCS page, such as:
– A button
– A link to another page
– A graphic image
– A title or label
• Can be added to a page to customize that page and change its functionality without
writing code
• Are used by end user customers to accomplish a task such a searching for an answer or
initiating a chat session or retrieving information about business objects
• May include attributes that make the component configurable without coding

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 Adding UI Components

• Drag-and-drop provided components to add them to a page

Then set its

properties such as
Label and Button
Type

Drag-and-drop a
component such
as a button and
place it on a page.

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Business Objects

• Are used to create data objects that manage business object integration points
• Can be used with UI components to allow Create / Read / Update / Delete (CRUD)
operations on data

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 Working with Business Objects

• Drag-and-drop fields from a business object onto a page to display them

Select an object ..

… and place one

or more fields on
the page

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Publishing

• DCS applications are edited within a

development environment that is not
accessible to end users
• After development has been
completed, you move your application
to a staging environment for final
testing
• After final testing, you must move your
application into the production
environment that makes it available to
This application is This application This menu choice
end users on the web still in has been moved will Publish the
• The publishing process is a one-click development to staging application

operation

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More Information on ABCS

• Training materials and documentation

are available at:
http://docs.oracle.com/en/cloud/paas/ap
p-builder-cloud/index.html

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Recommended Practices

• Create a reference implementation during implementation

– Do not change this application, but rather keep it as a baseline that you can reference
at any time to view configurations and features
– Deploy the reference implementation to test production usage
• To create a new DCS application, start from the reference implementation template to
leverage as much pre-configuration as possible
• When you tailor DCS:
– Use a third party repository such as GIT to manage your code
– Thoroughly test modifications in your staging environment before moving them to live
deployment

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Lesson Highlights

• Deploying DCS can improve the customer's experience and may be cost-effective in
handling certain common service issues
• Application Builder Cloud Service is the tool used to design and publish a DCS
application
• A fully-functional DCS experience can be created without coding, although programmers
can add new or more complex functionality

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Practice

• Create and publish a simple Digital Customer Service application

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