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How to setup context sensitive DFF for Customer Support (HTML) and Teleservice (FORMS) (Doc ID 1533586.1)

Last updated on OCTOBER 03, 2018

Applies to:

Oracle Customer Support - Version 12.1.3 to 12.1.3 [Release 12.1]
Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Goal

 It is possible to setup context sensitive descriptive flexfields (DFF) in both Teleservice and Customer Support, however due to the nature of the technologies involved (Teleservice is Forms, Customer Support is HTML) the methods to set the DFFs up are different and were conflicting;

(R)Application Developer > Flexfield > Descriptive > Segments

Solution

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In this Document
Goal
Solution
 Patches Required
 Example 1 : Incident Type (Internal DFF)
 DFF Setup
 Billing Problem
  Customer Call
 Personalizations
 Customer Support Agent Dashboard (OAF) Personalization
 Teleservice (Forms) Personalization
 Example 2 : Incident Urgency (Internal Flexfield)
 DFF Setup
 A
 B
 Personalizations
 Customer Support Agent Dashboard (OAF) Personalization
 Teleservice (Forms) Personalization
 Example 3 : Problem (External Flexfield)
 DFF Setup
 SW01
 HDWR
 Personalizations
 Customer Support Agent Dashboard (OAF) Personalization
 Teleservice (Forms) Personalization
References

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