Fusion Service
Discussion List
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Slug URLs for Knowledge Articles in Fusion Service DCSIntroduction Oracle Fusion Service Digital Customer Service (DCS) provides powerful self-service capabilities that enable customers to search, browse, and access knowled… -
How to Find Migrated Knowledge Articles by Answer ID in Fusion ServiceThis article explains how to create an OTBI analysis to find a Knowledge article using its Answer ID. The analysis returns the document ID, which users can then search i…
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How to Print a Service Request record similar to the RightNow Incident Print ActionThis article explains how to add a Print Service Request action to the Oracle Fusion Service Redwood SR details page using Visual Builder Studio. Similar in purpose to t…
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CP to DCS Migration Jump StartWe have an AI-assisted migration tool designed to jump-start the transition from RightNow Customer Portal (CP) to Fusion Digital Customer Service (DCS). It migrates a Ri… -
Configure Quick Search in Redwood Service Center Using Visual Builder StudioQuick Search allows service agents to search for service requests, contacts, and accounts from a side panel within Redwood Service Center. Users select an object, enter …Akshara Balamurugan-Oracle 34 views 0 comments 0 points Started by Akshara Balamurugan-Oracle Fusion RAMP
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Browser Control Implementation in Fusion Service CenterThis guide shows three ways to host external content in Service Center similar to how Browser Control works in RightNow. Each method uses a customer section in the SR De…
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Block Service Request Creation through Email channel in Fusion ServiceImplementation guide for the Service Request object validation rule. The rule rejects a new SR created from an inbound email while allowing email messages to update an e…
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Customised Product Picker in SR details pageThis guide describes a custom Product picker on the Oracle Fusion Service Redwood Service Request (SR) details page, implemented in Visual Builder Studio (VB Studio). Us…Akshara Balamurugan-Oracle 81 views 0 comments 0 points Started by Akshara Balamurugan-Oracle Fusion RAMP
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Accessing RightNow Archived Incidents migrated to ADW in Fusion ServiceThis post enables the display of RightNow archived incident details in Fusion Service Center. Agents can search for incidents based on Subject, Severity, Status, and add…Akshara Balamurugan-Oracle 16 views 0 comments 0 points Started by Akshara Balamurugan-Oracle Fusion RAMP
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Accessing RightNow Audit logs migrated to ADW in Fusion ServiceThis discussion outlines the steps required to access B2C (RightNow) Incident Audit Logs migrated to ADW within Fusion Service. Assumption: After migration, the RightNow…Akshara Balamurugan-Oracle 46 views 0 comments 0 points Started by Akshara Balamurugan-Oracle Fusion RAMP
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Service Product to Product Group Relationship Mapping Fix for Manually Created Product GroupsBackground During Service Product migration, RAMP creates product group hierarchy records in Fusion using the Service Product -> Product Group Relationship object mappin…
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Remove Service Request Updates in Activity FeedThe Following steps can be followed to remove the SR updates on activity feed and only keep the meesages in the feed. Do a GET Rest API call to identify the "FeedType"="…Akshara Balamurugan-Oracle 15 views 0 comments 1 point Started by Akshara Balamurugan-Oracle Fusion RAMP
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Copy Service Request Attachments to Message in Fusion while migrating from RightNowDuring migration from Oracle B2C Service (RightNow) to Fusion Service, attachments associated with message threads are migrated successfully but are stored at the Servic…Akshara Balamurugan-Oracle 50 views 0 comments 1 point Started by Akshara Balamurugan-Oracle Fusion RAMP
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Chat Reports in Fusion ServiceREPORTS TO UNDERSTAND COUNT OF CHAT HANDOVER FROM BOT QUEUE This is another important report commonly required by Fusion Service Chat customers who have implemented chat…
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Bounced Email Report in Fusion ServiceSummary: One of the most common reporting requirements for Fusion Service customers is the ability to identify and analyse bounced emails. A comprehensive report helps c…
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Deploying Fusion Chat in External pagesProcess in RightNow CX (B2C Service)RightNow CX provides several options for deploying chat on external web pages: Syndicated Chat Widget – Enables Customer Portal chat …
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Add TabBar in SR details page - Design and Best PracticesThis post covers how to add tabbars, attach sections in the tabbar, have compose and pending section intact even on navigating across tabs, load tables within tab. Tabs …Akshara Balamurugan-Oracle 41 views 0 comments 0 points Started by Akshara Balamurugan-Oracle Fusion RAMP
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Refresh Service Request List dataTo refresh the Service Requests (SR) list, the entire page may currently need to be reloaded. To avoid a full page refresh, use the following approach: Open "Landing" pa…Akshara Balamurugan-Oracle 24 views 0 comments 0 points Started by Akshara Balamurugan-Oracle Fusion RAMP
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Handling Inactive Account in Fusion MigrationThis defines the recommended approach for handling inactive RightNow accounts during Oracle Fusion Service migration when those accounts are associated with historical S…Akshara Balamurugan-Oracle 65 views 0 comments 0 points Started by Akshara Balamurugan-Oracle Fusion RAMP
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Chat survey using oj-dcs-survey componentStarting with Embedded Service (ES) 26B, it is possible to display a post-chat survey after a chat session is disconnected by using the oj-dcs-survey component. Disconne… -
Custom Product-Category Mapping ConfigurationIntroduction Oracle Fusion Service maintains Products and Categories as independent master data. Although both are associated with a Business Unit (BU), there is no stan…
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SR survey page using oj-dcs-survey componentA new oj-dcs-survey component is available starting with DCS 26B. This component can be used to create a survey page in DCS by simply adding the component and providing …