ER** Better Distinction Between Public Reply And Assignment Actions In Engage

(Doc ID 2303003.1)

Last updated on SEPTEMBER 07, 2017

Applies to:

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

Goal

Problem Description
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Client has recently had some issue when their agents are in engage with the UI looking very similar with regards to public replies and assignments made within Engage. As such they are suggesting the following enhancement requests:

1. Increase the separation between the internal assignment button and the public response button (e.g. assignment button on the far left, public response in the middle and the third button on the far right)

2. When selecting the public response button, after entering comments have an alert that says something like “Are you sure you want to post this response publicly?” then a button that says “Confirm” or “Yes”

3. Alternatively, have a single “Respond” button that then opens a window with distinct choices:
  a. Assign internally
  b. Respond publicly
  c. Whatever the third choice is

 

Solution

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