Oracle Service Cloud Integration Installation and Configuration Guide
Associate an Interaction with a Workspace
Requirements: Only agents with the appropriate licenses and rights can use the PureConnect Integration to Oracle Service Cloud.
Outbound calls and emails are automatically associated with incidents when you make them while the incident is currently open. However, incoming interactions are not automatically associated with incidents. You must manually associate incoming interactions with incidents.
You can associate a selected interaction with an Oracle Service Cloud Incident workspace record. This association is written to the Oracle Service Cloud database and is available for reporting purposes. Examples of the types of interactions that can be associated with workspace records include an email request for assistance and follow-up calls made to resolve the problem.
A single interaction can be associated with multiple Oracle Service Cloud workplace records and a single workplace record can be associated with multiple interactions.
Note: If the PureConnect Integration to Oracle Service Cloud screen pops the appropriate Oracle Service Cloud workplace record when you receive an interaction, the currently selected interaction is automatically associated with that Oracle Service Cloud workplace record.
To associate an Interaction with a Workspace record:
Pick up an alerting interaction or put an interaction on hold.
Note: Connect to an interaction before making an association. You cannot associate a disconnected interaction with a workspace record.
Result: The Associate Interaction with Workspace button becomes available.
Locate and open the appropriate Oracle Service Cloud workspace record and select the tab for this record.
Result: If you have not previously associated this interaction with this workspace record, the Associate Interaction with Workspace button remains available.
With the tab for the workspace record selected, click the Associate Interaction with Workspace button.
Result: The Associate Interaction with Workspace button remains selected and indicates that the association has been made and recorded.
Note: This visual indication that an interaction is associated with a workspace record remains only until the interaction is disconnected. It does not appear the next time you view the workspace record.
As long as the interaction remains active and selected, you can repeat steps 2 and 3 to associate the interaction with additional workspace records.