Mobile Accelerator for Oracle Service Cloud: Overview

The Mobile Accelerator provides the core features needed to create mobile solutions that incorporate Oracle Service Cloud incident, contact, and organization management capabilities into cross-platform applications (Figure 1).

Figure 1. Oracle Service Cloud mobile application

In the November 2016 release, agents can:

View, edit, and create incidents, contacts, tasks, and assets.
View organizations and answers.
Add messages and attach files to incidents, including pictures taken with the device’s camera.
Scan barcodes to create assets (if barcode scanning functionality is enabled on the device).

Mobile applications are developed using Oracle Mobile Application Framework (MAF), a Java and HTML5–based framework for developing mobile applications. MAF allows developers to build and extend enterprise applications for Apple iOS and Google Android devices from a single code base. Oracle MAF supports offline capabilities, push notifications, and security. MAF can access native device capabilities such as GPS location, camera, and SMS messaging.

Figure 2 shows the MAF architecture.

Figure 2. Oracle Mobile Application Framework architecture

Figure 3 shows the application data flow from mobile device to server and back. The Mobile Accelerator supports the iOS and Android platforms.

Figure 3. Mobile data flow

This guide accompanies the downloadable accelerator package that contains the source code for developing Oracle Service Cloud mobile applications. The guide shows how to install, deploy, and develop these applications. It also describes the functions of the base mobile application.