In cases where the agent and customer need to cobrowse content that is not a tagged Web page, such as a PDF document on the customer’s desktop, or a third
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Oracle Standalone Cobrowse Configuration Administrator Guide Part Number: E89241-02 Copyright © 2017 , Oracle and/or its affiliates. All rights reserved Authors: The Service Cloud Information Development Team This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display in any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited. The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing. If this is software or related documentation that is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable: U.S. GOVERNMENT END USERS: Oracle programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, delivered to U.S. Government end users are “commercial computer software” pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, use, duplication, disclosure, modification, and adaptation of the programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, shall be subject to license terms and license restrictions applicable to the programs. No other rights are granted to the U.S. Government. This software or hardware is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications that may create a risk of personal injury. If you use this software or hardware in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications. Oracle and Java are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group. This software or hardware and documentation may provide access to or information about content, products, and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and services unless otherwise set forth in an applicable agreement between you and Oracle. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services, except as set forth in an applicable agreement between you and Oracle. The business names used in this documentation are fictitious, and are not intended to identify any real companies currently or previously in existence. For information about Oracle’s commitment to accessibility, visit the Oracle Accessibility Program website at http://www.oracle.com/pls/topic/lookup? ctx=acc&id=docacc . Oracle customers that have purchased support have access to electronic support through My Oracle Support. For information, visit http:// www.oracle.com/pls/topic/lookup?ctx=acc&id=info or visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=trs if you are hearing impaired.
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Oracle Standalone Cobrowse Configuration Administrator Guide Contents Preface i 1 Cobrowse Accessibility 1 Cobrowse accessibility 1 2 Cobrowse Configuration Administrator Overview 2 Overview: Administrative Guide for Configuration Administrators 2 3 Admin Console Overview 3 Overview: Admin Console 3 Log in to the Admin Console 3 4 Working with Companies 4 Select a company 4 Create a new company 4 Edit a company 5 5 Managing Permissions 6 Overview: Permissions 6 6 Managing Users 7 Overview: Managing users 7 Edit My Profile 7 Edit a user 8 Add a user 10 Bulk add users 11 7 Managing SiteIDs 14 Overview: SiteIDs 14 Add a new SiteID 14
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Oracle Standalone Cobrowse Configuration Administrator Guide Edit a SiteID 14 8 Configuring the Cobrowse UI 16 Overview: Configuring the Cobrowse UI 16 Select the UI theme and language 16 Use the Designer tool 17 Design the launch button 18 Customize text for Job Access with Speech (JAWS) software 19 Make additional UI customizations 20 Save UI customization changes 34 9 Creating Configuration Files for Privacy and Security 35 Overview: Configuration files for privacy and security 35 Agent controls 35 Configure page masking 36 Block a field 40 Masking and blocking configuration variable summary 43 Configure IP address restrictions 44 10 Configuring Surveys 45 Display a link to a post cobrowse survey 45 11 Configuring Your Company Deployment 46 Configure your company deployment 46 Best practice: Launch point design 47 Domain white-listing 49 Deploy your settings 49 12 Working with Reports 51 Work with reports 51 Use an ExtKey code 51 13 Viewing Statistical Data 53 View statistical data 53
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Oracle Standalone Cobrowse Configuration Administrator Guide Preface i Preface Preface This preface introduces information sources that can help you use the application and this guide. Oracle Applications Guides To find guides for Oracle Applications, go to the Oracle Help Center at http://docs.oracle.com/ . Documentation Accessibility For information about Oracle’s commitment to accessibility, visit the Oracle Accessibility Program website at http:// www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc . Comments and Suggestions If you find an error or want to suggest enhancements to our documentation, please take one of the following surveys: Ł For web-based user guide, http://documentation.custhelp.com/ci/documents/detail/5/4/12. Ł For tutorials, http://documentation.custhelp.com/ci/documents/detail/5/3/12. Thank you for helping us improve our documentation.
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Oracle Standalone Cobrowse Configuration Administrator Guide Chapter 2 Cobrowse Configuration Administrator Overview 2 2 Cobrowse Configuration Administrator Overview Cobrowse Configuration Administrator Overview Overview: Administrative Guide for Configuration Administrators The purpose of the Administrative Guide for Oracle Cobrowse Configuration Administrators is to outline the functionality of the Cobrowse Administrative Console, covering all functions necessary to deploy and maintain Oracle Standalone Cobrowse on a website. Throughout this guide and throughout the Admin Console interface, you may see references to ﬁLiveLOOKﬂ, the legacy name of the product now referred to as Oracle Cobrowse.
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Oracle Standalone Cobrowse Configuration Administrator Guide Chapter 3 Admin Console Overview 3 3 Admin Console Overview Admin Console Overview Overview: Admin Console The Cobrowse Admin Console is a stand-alone user interface used to manage the Oracle Cobrowse product, to customize the user interface and configure its deployment, add and edit users, and access Cobrowse reports. Company Administrators and other Administrator categories will have different permissions within the Admin Console system. The following Admin Console functionality is available for Configuration Administrators: Ł User management and permissions Ł SiteID management Ł Cobrowse product UI customization, security masking, and deployment Ł Reporting Log in to the Admin Console The Cobrowse Admin Console is a stand-alone user interface used to manage the Oracle Cobrowse product, enabling administrators to add and edit users, manage sub-companies and access Cobrowse reports. Steps 1. Go to mylivelook.com . 2. Enter your login and password. The Welcome screen of the Admin Console opens. You may occasionally see notifications of upcoming events or other important information from Oracle on this screen.
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Oracle Standalone Cobrowse Configuration Administrator Guide Chapter 4 Working with Companies 4 4 Working with Companies Working with Companies Select a company Select the company you want to work with. When logged in, you are automatically placed into your top-level company. If the company has sub-companies set up (to manage multiple deployments across geographic regions or product lines, for example), you can use the Select Company tab to work within a different company. Steps 1. Click Select Company . A search window appears, with your top-level company name highlighted in the list of companies. 2. To select a sub-company, click the plus sign ( + ) next to a company to view all sub-companies and highlight your selection. 3. To search for a company, enter the company name, ID number or SiteID. a. To search by company name, enter at least 3 characters of the company name and press Enter . You can use an asterisk ( ) as a wildcard. b. To search by ID number, enter the first six digits of the company ID and press Enter . c. To search by SiteID, enter the first 4 digits and press Enter . Create a new company Follow this procedure to create a new company. Steps 1. Click Company Set Up . 2. Click Company Management . The Company Management window opens. 3. Click Create New Company . 4. Enter the field information for creating a new company described in the following table. Table 1: Company Management New Company Field Table describing fields to create a new company. Field Description *Company/Department Name Enter the company or department name. *Company URL Enter the company URL.
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Oracle Standalone Cobrowse Configuration Administrator Guide Chapter 4 Working with Companies 5 Field Description Expiration Date The expiration date is set automatically and cannot be edited. Account Type Click this drop-down menu to select an account type. Options are Free Trial , Paid Account , or Canceled Account . Remote Options Click this drop-down menu to select remote options. Remote options define an agent™s control over a customer™s mouse and keyboard. View and Point Allows an agent to select the customer™s mouse pointer and move the customer™s mouse. Remote Control Allows an agent to select the customer™s mouse pointer, move the customer™s mouse, execute mouse clicks and type for the customer. Number of Seats Enter the number of seats for the company. Create In Root Select this check box to create the company as a new top level company. Edit a company Follow this procedure to make changes to a company. Steps 1. Click Company Set Up . 2. Click Company Management . 3. Click Edit for the company you want to edit. An edit window opens. 4. Make any changes and click Save .
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