Support for AI Agent Service Survey for DCS Portal

In 26B we support service surveys that have been created with the Survey Authoring Agent for DCS portal.  Configure your survey with Fusion AI Agent Studio and embed it in DCS portal.

This feature allows a survey to be displayed directly in DCS portal to a logged-in self-service user when an SR they have raised is closed, in order to provide feedback on the support experience.  The workflow in Fusion triggers an e-mail with a link to the survey when the SR changes to status "closed".  The status of the SR can be closed by the end-user or the agent.

Survey data collected is associated with the Service Request ID and stored in the Fusion survey tables.  This first release will support surveys for authenticated users only. 

Survey capability is native to Fusion Service which allows you to measure feedback and satisfaction from customers on the support experience tied to solving a service request.

  • Measure Voice of the Customer: Collect user feedback and measure customer satisfaction on the support experience as a whole. 
  • AI generated surveys: Easy authoring with an out-of-the-box AI agent template.
  • Fusion Survey Framework: Survey capability and analytics are native to Fusion.
  • DCS Reference Template for easy portal design: oj-dcs-survey component is ready to use in the DCS 26B RI in Visual Builder.

Steps to enable and configure

  • Configure your survey using the Survey Authoring Agent template in Fusion AI Agent Studio.
  • Create the survey using the Service Request survey object type (ORA_SVC_SERVICE_REQUESTS) and SERVICE department (stripe ORA_SVC_CRM) if you want to use the survey for rating service requests.
  • Use the survey ID in the survey component (oj-dcs-survey) in the DCS page to link the created survey.

Tips and considerations

  • This first release will support surveys for authenticated users only. 
  • When configuring the survey to use for rating a service request, pick the correct survey object type and department/stripe code for your questionnaire.

Key resources

Access requirements

  • Sign in to the Oracle Visual Builder editor as a user with the Developer role to design your DCS portal and Embedded Service chat experiences.
  • Sign in to Fusion AI Agent Studio with a CX user that has the right role and permissions to configure the survey using the Survey Authoring Agent template.