Enhancement Request - Customer History By Selecting The User Profile (Doc ID 2103829.1)

Last updated on APRIL 27, 2016

Applies to:

Oracle Social Engagement and Monitoring Cloud Service - Version N/A and later
Information in this document applies to any platform.

Goal

SRM -> Engage

Behaviour today:
 - A user finds a message to respond to
 - In order to see if this user has previously written any messages (not necessarily threaded messages, but historical messages), the SRM users needs to do a search in the search field at the top of the Engage page for that username
 - A full history of messages are displayed based on username (and/or message body)
 - The SRM user has to click through each one to read it and then find the original message to respond to it.

Desired behaviour:
 - A user finds a message to respond to
 - The user selects the profile or a view full history of messages, which displays all the messages from the customer with the original message in screen.
 - The SRM can respond to the original message
 

Solution

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