Oracle Service Cloud Integration Guide

Bright Pattern Documentation

Generated: 1/26/2022 11:46 pm
Content is available under license unless otherwise noted.

About

Bright Pattern Contact Center omnichannel cloud call center software integrates with Oracle Service Cloud (formerly called Oracle RightNow) applications to help you drive agent productivity, improve customer experience, and reduce agent load.

Similar to Bright Pattern software, Oracle Service Cloud applications offer talk services, analysis, and reporting. Oracle Service Cloud interfaces directly with Bright Pattern, so that contact centers using the cloud CRM can take advantage of Bright Pattern's features without losing their existing data records and contacts.

This Bright Pattern Contact Center Oracle Service Cloud Integration Guide provides instructions for setting up your Bright Pattern Contact Center to function in an integrated manner with your Oracle Service Cloud applications. In addition, this guide offers detailed descriptions of Oracle Service Cloud integration features, including Oracle Service Cloud data-driven interaction routing, the integrated Agent Desktop, screen-pop, activity history, and click-to-call functions.

Features and Benefits

Oracle Service Cloud integration provides everything you need to drive agent productivity, improve customer experience, and reduce agent load.

Drive Agent Productivity

Oracle Service Cloud integration provides an easy-to-use Agent Desktop user interface designed to reduce agent training requirements. Seamless integration with Oracle Service Cloud customer relationship management (CRM) applications means that agents and supervisors are able to use the same Oracle Service Cloud contacts and tools with which they are familiar, through Bright Pattern's efficient, streamlined user interface.

Helpful features:


Oracle Service Cloud user interface


Improve Customer Experience

Oracle Service Cloud customer data is pushed to the integrated Agent Desktop, enabling customers to be identified automatically according to their ticket number or any other data saved in Oracle Service Cloud applications. Moreover, customers keep their place in queue, ensuring that priority customers are identified as such and are served faster.

Built-in call and screen recording, monitoring, and grading quality management tools ensure maximum service quality. For example, a customer does not have to repeat information on transfer because the information follows the call through transfers and is saved to the activity history.

To ensure the best service quality possible, agents and supervisors can routinely assess customer satisfaction by using built-in post-transactional surveys attached to both service and agent performance reports.

Reduce Agent Load with Automation

Integration with Bright Pattern also provides access to Bright Pattern scenarios, which automate frequent requests into self-service using Interactive Voice Response (IVR) technology. With call scenarios, customers are prompted to provide information for their case, and their information is used to direct their case to the appropriate agent, voicemail box, or service queue. Administrators can use call scenarios to design custom prompts for any service, while agents can use call scenarios to search, create, and update data in Oracle Service Cloud.

Reduced agent load also means fewer abandoned calls and added convenience for customers. Virtual queuing functionality allows customers to receive a call back at a later time, so they are not waiting on hold endlessly during peak call times. Abandoned calls can be captured in a preview campaign, and customers can be reached later during less busy hours. Customers also have the option to leave a voicemail and receive a call back later.


Oracle Service Cloud IVR example


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Audience

The Oracle Service Cloud Integration Guide is intended for the IT and/or technical personnel responsible for the data infrastructure of the contact centers that use Bright Pattern Contact Center solutions for customer interaction processing and Oracle Service Cloud applications for customer relationship management. Readers of this guide are expected to have experience in administration of these systems, as well as a solid understanding of contact center operations and resources that are involved in such operations.


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Scope

The Oracle Service Cloud Integration Guide discusses the following aspects of RightNow integrations:


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Prerequisites

Oracle Service Cloud integration requires that you have admin-level access to both Bright Pattern Contact Center and Oracle Service Cloud systems.

In addition to access to all regular agent functions, you must have the privilege Use RightNow. For more information, see sections Roles and Privileges of the Contact Center Administrator Guide.

For all types of integration described in this guide, Bright Pattern Contact Center version 3.10 or later is required.

For all types of integration described in this guide, Oracle Service Cloud version May 2015 SP5 or later is required.


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Oracle Service Cloud Integration Setup

When the Bright Pattern Contact Center is integrated with Oracle Service Cloud, your Bright Pattern Agent Desktop is essentially embedded into the Service Cloud environment. From one integrated Agent Desktop interface, you have direct access to Oracle Service Cloud application features such as the phone, live chat, SMS, mobile messenger apps, customer and agent records, interaction details, and more.

How to Set Up the Integrated Agent Desktop

Step 1: Add the Oracle Service Cloud application to your account.


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Step 2: Begin application installation.


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Step 3: Link your Oracle Service Cloud applications to your Bright Pattern profile.


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For the selected profile/interface combination, define the following parameters:

Note that activity history is a collection of data related to a processed interaction, such as duration, disposition, and recording link. When object Task is used to record activity history, most of these data elements will appear in the general-purpose Notes field of the Task object. The advantage of using a custom object is that it can use a dedicated field for each data element (see below).


Step 4: If necessary, repeat step 3 for other combinations of profiles and interfaces.


Step 5: Define custom objects, if needed.

If you set the ActivityHistoryObject to a custom object in the previous step, open the Object Designer and create a custom object with the same name. Select the Predefined Fields and create custom fields for this object setting their names and types exactly as shown in the screenshot below.


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Step 6: Specify data types for the objects.

Note that the ID field name (shown at the bottom of the previous screenshot) has data type Integer. You must specify the the data type.

As such, the following ID fields' data type must also be set to Integer:


AccountID, IncidentID, and ContactID have data type "Integer"


Step 7: Establish relationships for the objects.

Specify the applicable relationships for all of the ID fields (AccountID, ContactID, and IncidentID).


Specify the applicable relationships for all ID fields


Step 8: Make sure fields are nullable.

Navigate back to Fields. If the attribute is enabled, the Field Options for all field names should be nullable.

How to make the fields nullable:


All fields should be Nullable


After you have deployed the modified custom object, you should log out and log in to the Oracle Service Cloud application.


Step 9: Define where the activity history records will go.

If you defined a custom object for activity history, use the RightNow Workspace Designer to create a new tab for objects Incident and Contact, where the associated activity history records will appear.


Step 10: Turn on Single-Sign-On functionality.

Note that this step is only necessary if you are planning to implement Single Sign-On (i.e., simultaneous logging in of users into both Oracle Service Cloud and Bright Pattern Contact Center environments.)

Single Sign-On works in the following way: When a user logs into the integrated environment for the first time, the user will log into the RightNow application first and will then be presented with the Bright Pattern Contact Center Agent Desktop Login screen. Upon successful login, the user's Bright Pattern Contact Center username and password will be remembered in the Oracle Service Cloud application, so that the next time this user logs into Oracle Service Cloud, the user will be automatically logged into the Bright Pattern Contact Center Agent Desktop as well. Note that the user may have to re-supply login credentials from time to time in case the Bright Pattern password is set to expire according to the security practices of your contact center.

To support Single Sign-On, follow these steps:


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Step 11: Enable users to use the integrated Agent Desktop.


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Step 12: Log in with your Bright Pattern Contact Center credentials.

This step has to be repeated on computers of all other Oracle Service Cloud users who need access to the integrated desktop.


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Step 13: Authenticate your newly integrated account.

If you configured the Domain property in step 3, you will only have to enter your username and password on the login screen. Otherwise, you will also see and have to specify the Domain field for your initial login. Use the domain name assigned to your contact center at the service provider level.

By default, you log in with a softphone. To choose another device, click the current 'Phone device setting and select the desired type of device from the menu that appears. For more information about the available device options, see section Selecting a Phone Device of the Agent Guide.


RN-integration-guide-login-phone-device.png


Step 14: Log in and complete Agent Desktop installation.

Note that if this is your first login into the Bright Pattern Contact Center on the given computer, you will be prompted to install the Agent Desktop Helper Application.

The Bright Pattern Contact Center Agent Desktop widget will now show a standard set of tabs and controls available to a contact center agent. For more information about the Agent Desktop tabs and controls see the Agent Guide. Note that the appearance and location of these controls has been modified to match the overall look and feel of the RightNow application.


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Accessing Oracle Service Cloud Data from Scenarios

If you do not wish to configure your Bright Pattern Contact Center for Single Sign-On with Oracle Service Cloud, you can access Oracle Service Cloud data directly from Bright Pattern scenarios instead.

For every customer interaction that enters your contact center, the Bright Pattern Contact Center has to process that specific interaction to determine what to do with it (e.g., what prompts or announcements to apply, what resources to queue for, what music to play, or when to over-flow to alternate resources). The logic of such automated interaction processing is defined in scenarios. Execution of a scenario with respect to a specific interaction is triggered by a particular event, such as the arrival of a call at a specific access number or initiation of a chat session from a specific web page.

Scenarios are designed and edited in the application called Scenario Builder. This application is launched from the Contact Center Administrator application when you add a new scenario or select an existing one for editing. For more information, see section Scenarios Overview of the Contact Center Administrator Guide.


Scenario Builder


Configuration

The instructions that follow will walk you through the process of accessing Oracle Service Cloud (RightNow) data directly from Bright Pattern scenarios.

Step 1: Add RightNow as an integration account.


Step 2: Establish credentials for your RightNow integration account.


Rightnow-integration-guide-image17.PNG


Step 3: Confirm that Oracle Service Cloud and BrightPattern are connected.

Click the Test connection button. You should receive confirmation that the connection between the Bright Pattern platform and Oracle Service Cloud data repository is valid.


Step 4: Enable data access from scenarios, and turn on screen-pop functionality.

You can make Oracle Service Cloud data accessible from scenarios, as well as enable screen-pop, when working in the Bright Pattern Contact Center Scenario Builder application.


Scenario Blocks

After you have set up your Oracle Service Cloud (RightNow) integration account, you are able to create and edit scenarios within the Scenario Builder application.

To access Oracle Service Cloud data from a scenario, drag the following scenario blocks onto your scenario.


RightNow scenario blocks


RightNow Search

The RightNow Search scenario block is used to obtain Oracle Service Cloud data.

Settings

RightNow Search settings are described as follows.

Title text

Title text is the name of the block instance.

ROQL Query

ROQL Query is the record selection statement in the RightNow Object Query Language. It may contain application variables specified as $(varname).

Recordset name

Recordset name is the name of the recordset that will be retrieved via this search operation.


RightNow Search scenario block properties


RightNow Create Object

The RightNow Create Object scenario block is used to create new records in Oracle Service Cloud.

Settings

RightNow Create Object settings are described as follows.

Title text

Title text is the name of the block instance.

Object type

The object type is the type of the RightNow object to be created. You can either select one of the standard objects from the drop-down menu or enter the * name of the desired custom object type.

Variable name of object ID

This is the name of the variable that will be used as identifier for the RightNow object to be created. It will be set only if the block succeeds.

Set fields

This setting is reserved.

Raw JSON

Clicking Raw JSON enables object properties to be specified in JSON format.


RightNow Create Object scenario block properties


RightNow Update Object

The RightNow Update Object scenario block is used to update existing Oracle Service Cloud records.

Settings

RightNow Update Object settings are described as follows.

Title text

Title text is the name of the block instance.

Object Type

Object Type is the type of the RightNow object to be created. You can either select one of the standard objects from the drop-down menu or enter the name of the desired custom object type.

Object Identifier

This is the identifier of the object to be updated.

Set fields

This setting is reserved.

Raw JSON

Clicking Raw JSON enables object properties to be specified in JSON format.


RightNow Update Object scenario block settings


RightNow Screen Pop

The RightNow Screen Pop scenario block is used to synchronize the delivery of calls and related Oracle Service Cloud records to the agents; records can be retrieved using either object IDs or predefined Oracle Service Cloud reports with multiple selection criteria.

Settings

RightNow Screen Pop settings are described as follows.

Title text

Title text is the name of the block instance.

Pop screen upon answer

By default, the screen-pop occurs as soon as the interaction is delivered to the agent (i.e., during the alert phase); select this checkbox if you want the screen-pop to occur when the agent accepts the interaction for handling.

Object

Use this option when the scenario can precisely identify the object associated with the interaction using object ID. A Oracle Service Cloud page with the object properties will be displayed to the agent.

Search results

Use this option to run a predefined Oracle Service Cloud report for object selection. The results of the report will appear on the agent's screen.

Cancel screen pop

The available interaction data cannot be used to identify any relevant Oracle Service Cloud records. Use this option to cancel screen-pop of a specific Oracle Service Cloud page that may have been set by a previous use of this block in the same scenario.


RightNow Screen Pop scenario block settings


RightNow Select Account

You can create multiple RightNow integration accounts for access to different Oracle Service Cloud systems. If you have multiple integration accounts, use scenario block RightNow Select Account to specify the integration account that will be used by RightNow blocks in the given scenario. If this block is not used, all RightNow blocks in the given scenario will use access data from the integration account marked as Default account.

Settings for RightNow Select Account are described as follows:


RightNow Select Account settings


Refer to the Scenario Builder Overview for additional supporting documentation on scenarios and scenario blocks.


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Integrated Agent Desktop

The integrated Agent Desktop user interface is the same as the Bright Pattern Contact Center Agent Desktop application, but with the look and feel of the Oracle Service Cloud environment. Designed to increase agent productivity, the integrated Agent Desktop displays only the controls and information needed at each point of work.

Agents and supervisors can work more efficiently using the following features:


Refer to the Bright Pattern Contact Center Agent Guide to learn more about the Agent Desktop user interface and its applications.


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Softphone and Click-to-Call

Oracle Service Cloud integration puts a software telephone (softphone) right where you need it--on the integrated Agent Desktop. From the Dial tab of the Active Communications List, agents and supervisors can dial internal and external phone numbers by clicking the dialpad numbers or by typing them in to the text entry field.


Oracle Service Cloud active communications list


Click-to-Call

Click-to-Call is an important function that allows you to initiate calls to people who originated or handled a Oracle Service Cloud ticket, with a single click. Contacts from previous interactions are saved in the system, so that agents and supervisors can call such contacts using the Click-to-Call function.

How to Use the Click-to-Call function

(If you click the phone instead, the number will appear in the number input field above. You can dial this number by clicking the Initiate call button next to this field.)

When the call is answered, you should have all of the call control functions (e.g., mute, hold, transfer, release) available to you via the integrated Bright Pattern Contact Center Agent Desktop window. Note that when you transfer an interaction to another integrated desktop user, the Oracle Service Cloud item that was open on your desktop at the time of transfer will be displayed for that user. For more information, see the Agent Guide.

In the image shown, the integrated desktop displays an Oracle Service Cloud contact and a connected call in the Agent Desktop widget.


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Note the following:


Next Steps

Performing the next couple steps will help you create relevant data associated with a customer interaction, which you can use to test activity history functionality.


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Activity History

In the integrated Oracle Service Cloud environment, information about each interaction is saved, updated in real time, and shown as a running list of notes in the center of the desktop interface. The information contained in these notes is called activity history. Notes with basic data are added automatically to the activity history upon completion of any interaction activity (i.e., hanging up a call, ending a chat, setting dispositions, finishing after-call work (ACW), and so forth).

Interaction activity history is associated with the Incident or Contact that was present on the desktop at the end of the interaction processing. If no such object was present, activity history will be recorded without any associations.

Oracle Service Cloud ticket activity history includes interaction-processing details such as the following:


Becoming Familiar with Activity History

To test the activity history function, you simply release (i.e., complete or end) the previously established call. Upon completion of the after-call work (ACW), you should be able to see a new internal note added to the ticket with basic data about the call you just finished. This data includes start time, call type, phone number, duration (talk+hold time), disposition, service, and global interaction identifier. The global interaction identifier is provided as a link. Clicking this link opens the Interaction Records Search page of the Contact Center Administrator application with the global interaction identifier preset as a search condition.

Step 1: Open the incident (i.e., the interaction) that you just completed.


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Step 2: Review and edit data.


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