`
Integrating Oracle Internet of Things Cloud Service with Oracle Service Cloud
Top of Topic

Configure the workspace

You copy and modify an incident workspace in Oracle Service Cloud to work with devices.

About this task

You must create a new incident workspace to allow service agents to perform the following tasks:

  • View current and historical messages for a device.

  • Update values for one or more attributes of the device.

Procedure

  1. In the Service Console, click Configuration on the navigation pane.

  2. Double-click Workspaces under Application Appearance.

    The Workspaces explorer opens on the content pane.

  3. In the Standard folder, right-click the Incident workspace, then select Copy.

  4. Specify a folder, and enter a name for the new workspace, such as Incident with Device.

    The workspace is saved.

  5. Open the new workspace.

  6. Right-click a tab near where you want to position the new Device tab, then select Add Tab After or Add Tab Before as appropriate.

  7. Click Text in the ribbon, then name the new tab Device.

  8. Click the Insert Control tab in the ribbon.

  9. Drag and drop the IOTAccelerator control onto the Device tab.

  10. Click Save & Close to save the workspace and close the Workspace editor..

  11. In the Profile editor, assign the new workspace to the appropriate agent profiles.

Results

The new workspace displays historical messages from the device that is associated with an incident. It also allows certain attributes on the device to be set remotely.