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  • Oracle Service Cloud Co-browse Deployment and Use Guide

    Release November 2016

  • Oracle Service Cloud Co-browse Deployment and Use Guide

    Part Number: E77824-04

    Copyright © 2016, Oracle and/or its affiliates. All rights reserved

    Authors: The Service Cloud Information Development Team

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  • Oracle Service Cloud Co-browse Deployment and Use Guide

    Contents

    Preface i

    1 Co-browse Overview 1 About Co-browse 1

    What is the difference between co-browsing and screen sharing? 1

    Terminology 2

    What can Co-browse help me achieve? 2

    Understanding Co-browse modes 3

    How Instant Mode (ICB) works 4

    How Advanced Mode (ACB) works 5

    2 Co-browse Deployment Considerations 7 Before deploying Co-browse 7

    Set goals and measure success 7

    3 Admin Console Overview 9 About the Admin Console 9

    Log in to the Admin Console 9

    4 Working with Companies 10 Select a company 10

    Create a new company 10

    Edit a company 11

    5 Managing Permissions 12 About permissions 12

    Add permission groups 12

    View and edit permission groups 12

    6 Managing Users 14

  • Oracle Service Cloud Co-browse Deployment and Use Guide

    Managing users 14

    Edit My Profile 14

    Edit a user 15

    Add a user 17

    Bulk add users 19

    7 Single Sign-On (SSO) 21 About Single Sign-On (SSO) 21

    8 Managing SiteIDs 22 About SiteIDs 22

    Add a new SiteID 22

    Edit a SiteID 22

    9 Configuring the Co-browse UI 24 About configuring the Co-browse UI 24

    Select the UI theme and language 24

    Use the Designer tool 25

    Design the launch button 26

    Customize text for Job Access with Speech (JAWS) software 27

    Make additional UI customizations 28

    Saving UI customization changes 42

    10 Creating Configuration Files for Privacy and Security 43 About configuration files for privacy and security 43

    Agent controls 43

    Configure page masking 44

    Block a field 48

    Masking and blocking configuration variable summary 51

    Configure IP address restrictions 52

    11 Configuring Surveys 54 About surveys 54

    12 Configuring Your Company Deployment 55 Configure your company deployment 55

  • Oracle Service Cloud Co-browse Deployment and Use Guide

    Launch point best practices 56

    Domain white-listing 58

    Deploy your settings 58

    13 Using Integrated Co-browse 60 Using Co-browse with the Agent Desktop 60

    Configure Co-browse on an incident workspace 60

    Add the CoBrowsePremium widget 61

    Configure Co-browse on a chat workspace 61

    Add the ChatCobrowsePremium widget 63

    Add co-browse permissions to a profile 63

    Co-browse with a customer from an incident workspace 64

    Co-browse with a customer during a chat 66

    Co-browse session reporting 68

    14 Adding the In-App SDK 69 In-App SDK for iOS Overview 69

    In-App SDK for Android Overview 70

    15 Co-browse Agent Training 74 About Co-browse agent training 74

    Log in to the Agent Console 74

    Launch a Co-browse session 75

    Co-browsing with a customer 75

    Escalate to Advanced Mode 77

    End a Co-browse session 77

    16 Working with Reports 78 Work with reports 78

    Use an ExtKey code 78

    Access your user reports 79

    17 Viewing Statistical Data 80 View statistical data 80

    18 Troubleshooting 81

  • Oracle Service Cloud Co-browse Deployment and Use Guide

    About troubleshooting 81

    19 Working with Legacy Co-browse Deployments 83 About working with legacy Co-browse deployments 83

    Work with a legacy V1 configuration 83

    V3 configuration 83

  • Oracle Service Cloud Co-browse Deployment and Use Guide

  • Oracle Service Cloud Co-browse Deployment and Use Guide

    Preface

    i

    Preface

    Preface This preface introduces information sources that can help you use the application and this guide.

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  • Oracle Service Cloud Co-browse Deployment and Use Guide

    Chapter 1 Co-browse Overview

    1

    1 Co-browse Overview Co-browse Overview

    About Co-browse Oracle Co-browse is a collaboration tool that can be used during voice or chat interactions to enable a company representative to see the screen of