Smart Switch Incident workspaces to Desktop and Mobile friendly Layouts

Hanas Amanulla
Hanas Amanulla Posts: 1 Green Ribbon
edited July 2022 in General

Overview

This community post is prepared as the result to a Proof of concept which was driven to assess if Oracle B2C Service application can be configured to switch out the layout of Incident workspaces based on the device used to login to the Agent Browser UI. This easy-to-add solution was designed keeping in mind that a minority of the Agent users were occasionally using mobile devices to access AgentWeb rather than Desktop device. The solution can be easily adopted to present a dynamic view of the Incident workspaces based on the device layout. 

Prerequisites

  1. Ensure that the site has Scripts Explorer and Workflows enabled. 
  2. Ensure that the extension - FindDevice has already been deployed to the site with the necessary profile permissions. The extension has been attached inline.

Solution Design & Configuration

The Solution has been developed using workflows (which contains workspaces and scripts) and an extension(used to find the best layout based on the device resolution). Refer the screenshots below for more details on the configuration.

Workflow:

A short demonstration of the working and configuration setups are detailed under: 


Agent Script:

The Agent Script is the entry point for all incidents. The extension - FindDevice is also added within the script to suggest the best device layout based on the screen resolution of the device.

The configuration also includes addition of two images - one for indicating selection of Desktop and the other for mobile selection. Please refer the screenshot below


The following rules needed to be added to the Scripts to fire the named events based on which the workflow will switch out the workspaces. Please refer the screenshot below for more details on the rules configuration

Extension:

The following extension can be uploaded to the application using Add-in Manager. Once uploaded and necessary Profile Access provided, this extension could be later added to the Agent Script.

Test Cases

The following test cases are provided to assist in quick validation of the solution.

Viewing the device on a Desktop/Tablet:

The extension will find the best layout and set the best layout to Desktop as shown below.

Desktop Incident Workspace:

On clicking next the Incident workspace for Desktop will be loaded as shown below.

Viewing the device on a Mobile:

The extension will find the best layout and set the best layout to Mobile as shown below.

Mobile Incident Workspace:

On clicking next the Incident workspace for Mobile will be loaded as shown below.

The Agent can also override the layout suggested by the system to choose a different one and can always switch the layouts with the help of the buttons added to the bottom of the Mobile and Desktop Incident workspaces.

N.B: Since the solution is only intended for Incident object, other related objects' workspaces would not be auto switched. Similarly the Interaction object will still render using only the workspace assigned on the Logged in Account's Profile.