Install and Configure the Recipe

Install the recipe on your Oracle Integration instance.

See Install a Recipe or Accelerator.

After you've installed the recipe, configure the following resources:

Configure the Microsoft Office 365 Outlook Connection

  1. In the Connections section, click the connection name.
  2. In the Security section, enter the following details:
    Field Information to Enter
    Client Id Enter the client Id.
    Client Secret Enter the client secret.
    Scope Enter the scope URL. For example:
    • https://graph.microsoft.com/Mail.ReadWrite
    • https://graph.microsoft.com/Mail.Send offline_access
  3. Click Provide Consent.
    This enables Oracle Integration to interact with the Microsoft Office 365 Outlook account used to create the application at https://portal.azure.com/.
  4. If everything is correct, you are prompted for the Oracle Integration credentials. These are the same credentials you use to log in to Oracle Integration.
    1. Enter the credentials and click OK.
    2. Enter the Microsoft Office 365 Outlook account credentials.
      A page is displayed asking for permission to interact with the account.
    3. Click Yes.
      The Access Allowed! page is displayed.
  5. Click Save. If prompted, click Save again.
  6. Click Test to ensure that your connection is successfully configured. In the resulting dialog, click Test again.

    A message confirms if your test is successful.

  7. To return to the project workspace, click Go back Back icon.

Configure the ServiceNow Connection

  1. In the Connections section, click the connection name.
  2. In the Properties section, enter the ServiceNow instance URL in the ServiceNow Instance Name field. For example: https://instance_name.service-now.com/.
  3. In the Security section, enter the following details:
    Field Information to Enter
    Security policy Select Basic Authentication from the drop-down list.
    Username Enter your ServiceNow username.
    Password Enter your ServiceNow password.
  4. Click Save. If prompted, click Save again.
  5. Click Test to ensure that your connection is successfully configured. In the resulting dialog, click Test again.

    A message confirms if your test is successful.

  6. To return to the project workspace, click Go back Back icon.

Configure the Integration Flow

Edit the integration flows to configure actions for the following OCI AI services.

OCI Language

  1. In the Integrations section, click the Read Support Emails integration flow.
  2. On the integration canvas, click the OCI Language element, and then click Actions Actions icon and select Edit.
  3. Click Action and select Sentiment analysis, and then click Continue.
  4. From the Compartment drop-down list, select the OCI compartment.
  5. Click Next and then Done.
  6. Click Save to save the integration.
  7. To return to the project workspace, click Go back Back icon.

To know more about the language action, see Perform Text Analysis and Translation with a Language Action in Using Integrations in Oracle Integration 3.

OCI Generative AI

  1. In the Integrations section, click the Send Email with GenAI integration flow.
  2. On the integration canvas, click the OCI Generative AI element, and then click Actions Actions icon and select Edit.
  3. From the Select Categories drop-down list, select On demand.
  4. Click Action and select Chat, and then click Continue.
  5. Select the OCI region, OCI compartment, model, and model ID.
  6. Click Continue and then Finish.
  7. Click Save to save the integration.
  8. To return to the project workspace, click Go back Back icon.

To know more about the generative AI action, see Generate Text with a Generative AI Action in Using Integrations in Oracle Integration 3.

Configure the Lookup Table

The recipe contains the following two lookup tables that you can edit as necessary. Edit the lookup tables to enter appropriate values for the lookup keys.

  • SENTIMENT_RESPONSE_LOOKUP: Use this lookup for mapping sentiment aspects to corresponding responses. For example, a aspect sentiment of Support_Positive can be mapped to a response of SupportEmail.

    Aspect_Sentiment Response: Action
    Support_Positive SupportEmail: Send an email to the support email address.
    Support_Negative ServiceCloud: Create an incident in ServiceNow.
    Product_Positive MarketingEmail: Send an email to the marketing email address.
    Product_Negative ServiceCloud: Create an incident in ServiceNow.
    resolution_Positive MarketingEmail: Send an email to the marketing email address.
    resolution_Negative SupportEmail: Send an email to the support email address.
    product quality_Negative ServiceCloud: Create an incident in ServiceNow.
    experience_Negative SupportEmail: Send an email to the support email address.

  • EmailConfiguration: Use this lookup for configuring the support and marketing emails.

    Key Value
    SupportEmail Specify the support email address.
    MarketingEmail Specify the marketing email address.
  1. In the Lookups section, click the lookup name.
  2. In the Property_Value column, enter an email ID of your choice.
  3. Click Save. If prompted, click Save again.
  4. To return to the project workspace, click Go back Back icon.