Oracle Fusion Service
Overview
Quiq allows agents to communicate with customers across multiple messaging platforms from inside Oracle Fusion Service. Agents work in Redwood Service Center: the Quiq side pane shows their conversations, and the Service Request page shows the conversation linked to that SR.
Quiq's AI agent creates or finds a Service Request for each conversation and links it before the conversation reaches an agent. When an agent selects a conversation, Quiq opens its Service Request. New conversations raise a Fusion notification, and the Quiq button is highlighted while messages are unread.
What It Takes
Integrating Quiq into Oracle Fusion Service requires:
- A confidential application in your OCI identity domain, so agents sign in to Quiq with their Fusion account.
- A Fusion admin to allow Quiq's site in one profile option.
- A VB Studio developer to add the Quiq extension to Service Center and publish it.
- IT staff to allow pop-ups from your Quiq site in agents' browsers.
The extension points at your Quiq site, which Quiq hosts.
NOTEIn most cases customers first integrate a Quiq stage site with a test Fusion pod, then repeat the steps for production. Send your Quiq implementation specialist the host of each Fusion pod (for example
yourpod.fa.ocs.oraclecloud.com). Quiq must allow each pod before it can show Quiq.
Integration Guide
Identity Domain Configuration (Fusion)
The OCI identity domain admin creates the application Quiq uses for agent sign-in.
The Fusion admin allows Quiq's site in Fusion.
Extension Configuration (Fusion)
The VB Studio developer adds the Quiq side pane and the Quiq Service Request section to Service Center.
Browser settings for agents, and how to confirm everything works.
Updated 9 days ago