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Getting Started with Oracle DigitalAssistant for Cloud Applications

20C

Oracle Applications CloudGetting Started with Oracle Digital Assistant for Cloud Applications

20CPart Number F31583-03Copyright © 2011, 2020, Oracle and/or its affiliates.

Author: Ambarish Marodkar

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Oracle Applications CloudGetting Started with Oracle Digital Assistant for CloudApplications

Contents

Preface i

1 Get Started 1About This Guide ........................................................................................................................................................................... 1

Overview .......................................................................................................................................................................................... 1

Before You Start ............................................................................................................................................................................. 1

Where to Find Information About Product-Specific Digital Assistants ............................................................................. 5

2 Configure Digital Assistant 7Overview of Configuring Digital Assistant .............................................................................................................................. 7

Digital Assistant User Roles ........................................................................................................................................................ 7

Assign Digital Assistant User Roles .......................................................................................................................................... 8

Access and Set Up Digital Assistant ......................................................................................................................................... 8

Configure Channels ...................................................................................................................................................................... 9

Test Digital Assistant ................................................................................................................................................................... 11

Upgrade Digital Assistant .......................................................................................................................................................... 13

Export and Import Digital Assistant ....................................................................................................................................... 14

Add Custom Skills ....................................................................................................................................................................... 14

About Extending Published Skills ............................................................................................................................................ 15

Export and Import Skills ............................................................................................................................................................ 15

Set the Duration for User Session Timeout .......................................................................................................................... 16

FAQs for Configuration of Digital Assistant .......................................................................................................................... 17


Preface

i

PrefaceThis preface introduces information sources that can help you use the application.

Using Oracle Applications

HelpUse help icons to access help in the application. If you don't see any help icons on your page, click your user imageor name in the global header and select Show Help Icons. Not all pages have help icons. You can also access the OracleHelp Center to find guides and videos.

Watch: This video tutorial shows you how to find and use help.

You can also read about it instead.

Additional Resources

• Community: Use Oracle Cloud Customer Connect to get information from experts at Oracle, the partnercommunity, and other users.

• Training: Take courses on Oracle Cloud from Oracle University.

ConventionsThe following table explains the text conventions used in this guide.

Convention Meaning

boldface Boldface type indicates user interface elements, navigation paths, or values you enter or select.

monospace Monospace type indicates file, folder, and directory names, code examples, commands, and URLs.

> Greater than symbol separates elements in a navigation path.

https://docs.oracle.com/en/cloud/saas/applications-help/

https://docs.oracle.com/en/cloud/saas/applications-help/

https://apex.oracle.com/pls/apex/f?p=44785:265:0::::P265_CONTENT_ID:28102

https://apex.oracle.com/pls/apex/f?p=44785:265:0::::P265_CONTENT_ID:28102

http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=OACPR158049

https://appsconnect.custhelp.com/

http://education.oracle.com/pls/web_prod-plq-dad/db_pages.getpage?page_id=906


Preface

ii

Documentation AccessibilityFor information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website.

Videos included in this guide are provided as a media alternative for text-based help topics also available in this guide.

Contacting Oracle

Access to Oracle SupportOracle customers that have purchased support have access to electronic support through My Oracle Support. Forinformation, visit My Oracle Support or visit Accessible Oracle Support if you are hearing impaired.

Comments and SuggestionsPlease give us feedback about Oracle Applications Help and guides! You can send an e-mail to:[email protected].

http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc

http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info

http://www.oracle.com/pls/topic/lookup?ctx=acc&id=trs

mailto:[email protected]


Chapter 1Get Started

1

1 Get Started

About This GuideIf you want to configure digital assistant for Cloud Applications, this guide is for you. Use it to learn how to do generaltasks, such as configure, access, set up, export, and import digital assistant for your Cloud Applications. You can alsolearn how to configure several channels to associate them with digital assistant. If you're looking for information aboutany product-specific skills, refer to the product-specific guides.

OverviewUse Oracle Digital Assistant to improve user satisfaction and make your application more engaging. With digitalassistant, your users get instant responses from the application through conversations. You can configure digitalassistant and use it.

Related Topics• Oracle Digital Assistant Documentation

Before You StartConsider these points before you get started with configuring digital assistant for your users.

• Make sure you bought one or more of these Oracle products.◦ Oracle Expenses Cloud

◦ Oracle Project Management Cloud

◦ Oracle Project Financial Management Cloud

◦ Oracle CX Sales

• Buy Oracle Digital Assistant. For more information about buying it, see https://www.oracle.com/application-development/cloud-services/digital-assistant/.

• Buy Oracle Applications Cloud specific Stock Keeping Unit (SKU). After you buy the SKUs, buy product-specificdigital assistant SKUs.These tables show the Oracle Applications Cloud SKUs and the corresponding digital assistant SKUs, and theirpart numbers.

◦ HCM

Oracle Applications Cloud SKU Part Number

Human Capital Management BaseCloud Service

B85800

https://docs.oracle.com/en/cloud/paas/digital-assistant/index.html



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Recruiting Cloud Service(Candidate Experience Skill andHiring Skill get provisioned byBots)

B87675

Digital Assistant SKU Part Number Metric

Oracle Digital Assistant for FusionHCM Cloud Service

B91637

Hosted Employee

◦ CRM


Engagement Cloud StandardOffering Cloud Service

B87344

Engagement Cloud EnterpriseOffering Cloud Service

B87346

Engagement Cloud ProfessionalOffering Cloud Service

B87347

Engagement Cloud IndustryOffering Cloud Service

B87345

CRM Base Premium OfferingCloud Service

B67269

CRM Base Enterprise OfferingCloud Service

B67268

CRM Base Standard OfferingCloud Service

B67267

CRM Base Professional OfferingCloud Service

B86408

Sales and Service Standard CloudService

B91068



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Sales and Service Enterprise CloudService

B91069

Sales and Service Premium CloudService

B91070


Oracle Digital Assistant for FusionSales Cloud Service

B91432

Hosted Named User

◦ PPM

Oracle Applications Cloud SKU Part Number Metric

Oracle Fusion Project Financials CloudService

B84628

N/A

Oracle Fusion Project ManagementCloud Service

B73403

N/A

Oracle Fusion Task Management CloudService

B73405

N/A

Enterprise Resource Planning CloudService

B91079

N/A

Enterprise Resource Planning for SelfService Cloud Service

B91080

Hosted Named User

Enterprise Resource Planning CloudService

B91084

Hosted Employee


Oracle Digital Assistant for FusionEnterprise Resource Planning SelfService Cloud Service

B91448

Hosted Named User



4


Oracle Digital Assistant for FusionEnterprise Resource Planning CloudService

B91449

Hosted Employee

◦ FIN

Oracle Applications Cloud SKU Part Number Metric

Oracle Fusion Enterprise ResourcePlanning for Self Service Cloud Service

B91080

Hosted Named User

Oracle Fusion Enterprise ResourcePlanning Cloud Service

B91084

Hosted Employee


Oracle Digital Assistant for FusionEnterprise Resource Planning SelfService Cloud Service

B91448

Hosted Named User

Oracle Digital Assistant for FusionEnterprise Resource Planning CloudService

B91449

Hosted Employee

Note: Once you buy both the product-specific SKUs and corresponding digital assistant SKUs, the digitalassistant is provisioned and gets associated with your application.

• Get a Twilio account to configure Oracle Digital Assistant on SMS channel. Make sure that you note down theaccount SID, authentication token, and phone number from your Twilio account. For more information on Twilioaccount, see https://www.twilio.com/.

Here are a few URLs you must know:

Application URL

Oracle Applications Cloud

https: //<Fusion domain>. fa.<data center>. oraclecloud. com/ fscmUI/ faces/ FuseWelcome

Identity Cloud Service

https: //<Identity Domain ID>. identity. oraclecloud. com/ ui/ v1/ adminconsole/ rootusers

Related Topics• Enterprise Resource Planning

https://www.oracle.com/applications/erp/



5

• Digital Assistant

• Oracle Applications Products

• Twilio

Where to Find Information About Product-SpecificDigital AssistantsHere are some resources to help you get going.

Oracle Sales Assistant• Get started with Oracle Sales Assistant.

See: Oracle Sales Assistant

• Learn about configuring Oracle Sales Assistant.

See: Configure Sales Assistant

Expenses Assistant• Get started with Expenses Assistant.

See: Overview of Expenses Assistant

• Learn about setting up Expense Assistant.

See: Overview of Setting up Expense Assistant

https://www.oracle.com/application-development/cloud-services/digital-assistant/

https://www.oracle.com/applications/products.html

https://www.twilio.com/



6


Chapter 2Configure Digital Assistant

7

2 Configure Digital Assistant

Overview of Configuring Digital AssistantYour users access digital assistant with a specific user role. So you can assign the user roles to them, such asadministrator, developer, and business user. You must train your digital assistant, configure channels, and associatethem with your digital assistant. Once you set up your digital assistant, you can test it to check whether it's workingcorrectly on your desktop and mobile devices.

Digital Assistant User RolesYou must assign appropriate roles to your users so that they can administer, configure, or analyze digital assistant.Based on their roles, users can import skills, add utterances, test skills, or extend digital assistant. Once you assignthe roles, users can access digital assistant. You don't need to assign roles to the users who interact with skills in otherchannels, such as SMS.

This table shows the roles you can assign to your users and what they can do.

User Roles What They Can Do

ServiceAdministrator ODA Service Administrator Role

• Get complete access to the Bots instance for the draft and published skills.• Access or import skills.• Clone or extend skills.• Delete a published skill or digital assistant.• Do data management tasks, such as purging data when the instance is out of memory.

ServiceDeveloper ODA Service Developer Role

• Delete a draft skill but not a published one.• Get full access to build and test skills and digital assistant.

Note: Users with this role can't access the data management tasks and so they can'tpurge data.

ServiceBusinessUser ODA Service Business User Role

• Get access to the analytics insights.• Test the dialog flows and whether the intent and entity match.• Add sample utterances to the training corpus to retrain a skill.

Note: This role is primarily specific to an analyst in the company, or someone who's inthe line of business, such as expenses, and wants to see the analytics. Users with thisrole can only view the skills or settings but can't modify them. They can't access thedata management tasks to purge data.



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Related Topics

• What Are Skills?

Assign Digital Assistant User RolesWith the Identity Domain Administrator role, you can access the Identity Cloud Service application, and assignappropriate roles to your users. For users who use single sign-on to access Oracle Applications Cloud, make sure theirlogin credentials are synchronized with that of Identity Cloud Service automatically during hybrid provision.

1. Sign in to Oracle Identity Cloud Service.2. Click Navigator > Oracle Cloud Services.3. Open the application instance that you want to assign the user roles for.4. Click the Application Roles tab.5. Select a role and click the corresponding menu icon.6. Click Assign Users.

7. Search for the user you want to assign a role to.

Note: You can search for the user by name or email address.

8. Select the user and click OK.

Access and Set Up Digital AssistantUse Oracle Applications Cloud to access digital assistant. You must have the administrator or developer role to do thistask.

1. Sign in to Oracle Applications Cloud.2. Click your user image or name in the global header, and on the Settings and Actions menu, select Setup and

Maintenance.3. Click the Tasks icon, and select Review Topology.4. Click the Diagnostic Tests tab, and then click Enterprise Application Configuration tab.5. In the Enterprise Application list, search and select Oracle Digital Assistant.

https://www.oracle.com/pls/topic/lookup?ctx=en/cloud/paas/digital-assistant&id=DACUA-GUID-F6420FC8-3E98-4A77-8242-8614CA667318



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6. Select Validate External Enterprise Application Endpoint URL, and click the Run icon.

7. Copy the URL from the External Endpoint URL column, and open the link in a different browser window.

You see the Oracle Digital Assistant Sign In page.8. Sign in to Oracle Digital Assistant using your SSO credentials.9. Train your digital assistant.

a. Click Navigator > Development > Digital Assistants.b. Search for FADigitalAssistant.c. On the FADigitalAssistant page, click Train at the top right corner.d. In the Train dialog box, select the Trainer Tm check box to improve your digital assistant's machine

learning cognition.e. Click Submit.

Note: Only the users with administrator or developer role can train FADigitalAssistant.

10. Configure the required channel to associate it with your digital assistant.

Related Topics

• Train the Digital Assistant

• Trainer Tm

Configure ChannelsYou can configure the channels, such as Twilio SMS and Oracle Web to associate them with your digital assistant.

https://www.oracle.com/pls/topic/lookup?ctx=en/cloud/paas/digital-assistant&id=DACUA-GUID-486E04C3-DB14-4C4B-B489-CF0A485B5DFA

https://www.oracle.com/pls/topic/lookup?ctx=en/cloud/paas/digital-assistant&id=DACUA-GUID-43668A4D-F14F-46CC-B79A-3FAA8E3BAF13



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Configure Twilio SMS ChannelBefore you configure the Twilio SMS channel, make sure that you have a Twilio account. You must make a note of theaccount SID, authentication token, and phone number from your Twilio account.

1. Sign in to Oracle Digital Assistant.2. Click Navigator > Development > Channels.3. Click Channel.4. In the Create Channel dialog box, do these tasks:

a. Enter the name and description of your channel.b. From the Channel Type list, select Twilio SMS.c. Specify your account SID, authentication token, and phone number.d. Click Create.

5. To associate this channel with FADigitalAssistant, click the drop-down button for the Route To list, search forthe latest version of FADigitalAssistant, and select it.

Configure Oracle Web Channel1. Sign in to Oracle Digital Assistant.2. Click Navigator > Development > Channels.3. Click Channel.4. In the Create Channel dialog box, do these tasks:

a. Enter the name and description of your channel.b. From the Channel Type list, select Oracle Web.c. In the Allowed Domains field, enter the URL of the website, where you want to connect your digital

assistant.

Note: Add a comma-separated list of URLs.

d. Turn off Client Authentication Enabled.e. Optionally, set the availability duration for the Oracle Web channel. The default value is 60 minutes.f. Click Create.

5. To associate this channel with FADigitalAssistant, click the drop-down button for the Route To list, search forthe latest version of FADigitalAssistant, and select it.

6. Turn on Channel Enabled.7. Copy the channel ID or make a note of it.

You will need this channel ID while enabling your digital assistant on the required website.

Configure Oracle Web Channel for Multiple WebsitesYou can configure multiple Oracle Web channels if your users have multiple websites, and they want the digital assistanton each website.

1. Sign in to Oracle Digital Assistant.2. Click Navigator > Development > Skills.3. Search for the skill that you want to configure multiple channels for, and select it.4. Click the Settings icon.



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5. Click the Configuration tab.6. In the Custom Parameters section, search for the siteMapping parameter, and select it.7. Click Edit.8. Edit the parameter value and map the right website and channel.

For example, you can edit the value in this format: {'channelName1' : 'SiteName1', 'channelName2' : 'SiteName2'}9. Click OK.

10. Search for the multisite parameter, and edit it.11. Turn on Value.12. Click OK.

Related Topics• Before You Start

Test Digital AssistantYou can test whether your FADigitalAssistant is working using your desktop and mobile devices. To test it on yourmobile device, you use the Twilio SMS phone number that you already configured.

Test Digital Assistant on Your Desktop Device1. Sign in to Oracle Digital Assistant.2. Click Navigator > Development > Digital Assistants.3. Click FADigitalAssistant.4. Click the Skill Tester icon that you can see at the bottom left corner of the page with FADigitalAssistant details.

You see a test page.



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5. In the text box at the bottom left corner of the test page, type "Hello".

The FADigitalAssistant responds with a list of supported skills and intents.6. Click any of the intents and proceed as per your requirements.

Test Digital Assistant on Your Mobile Device

1. Open Oracle Digital Assistant on your mobile device.2. Text "Hello" to the phone number that you configured.



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Digital assistant responds with the tasks it can do for you as shown in this image.

3. Respond by typing something on your mobile device. For example, you can type "Taxi for $30".

Digital assistant sends an URL to sign in to the Oracle Applications Cloud.4. Sign in to your application, and follow the steps provided in the SMS.

Related Topics

• System Intents

Upgrade Digital AssistantYou must upgrade your digital assistant to get the latest updates in it.

1. Sign in to Oracle Digital Assistant using your SSO credentials.2. Click Navigator > Development > Store.3. Search for FADigitalAssistant.4. To display all the available versions of the digital assistant, click the Click to show all versions of this skill icon.5. Do either of these steps:

◦ Click the Options icon for the digital assistant that you want to upgrade, and select Pull.

https://www.oracle.com/pls/topic/lookup?ctx=en/cloud/paas/digital-assistant&id=DACUA-GUID-AC8D2185-4C40-423D-9A33-59B9B2A85F7F



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◦ Select the digital assistant that you want to upgrade, and click Pull.6. On the Pull Digital Assistant dialog box, click Pull. You get a confirmation after the pull is complete.7. To confirm that the digital assistant is upgraded, check the version on the Digital Assistant page.

After upgrading, you must associate the required channels with the upgraded version of your digital assistant.

1. Click Navigator > Development > Channels.2. Click Channel.3. In the Create Channel dialog box, enter the details, and from the Channel Type list, select required channel

type.4. Click Create.5. To associate this channel with FADigitalAssistant, click the drop-down button for the Route To list, search for

the latest version of FADigitalAssistant, and select it.6. On the Change Channel Routing dialog box, click Change.

Export and Import Digital AssistantYou can export your digital assistant from one environment, and import it to another one. But you can export only thecustom digital assistants or the predefined digital assistants that were extended.

1. Sign in to the source environment, where you want to export the digital assistant from.2. Click Navigator > Development > Digital Assistants.3. Search for the digital assistant that you want to export.4. Click the Options icon for the digital assistant that you want to export, and select Export.

Note: If you want to export a specific version of a digital assistant, click the Click to show allversions of this digital assistant, click the Options icon for the version that you want to export,and then select Export.

5. Save the .zip file.6. Sign out of your current session.7. Sign in to the target environment, where you want to import the digital assistant to.8. Click Navigator > Development > Digital Assistants.9. On the Digital Assistant page, click Import Digital Assistant.

10. Browse and select the .zip file you want to import. You get a confirmation after the import is complete.

Add Custom SkillsYou can create and add your own skills to digital assistant. If you want to add skills that aren't available in your digitalassistant environment, you can export the skills from another environment, import to your environment, and then addthem.

If the skills you want to add are available in your environment, do these steps:

1. Sign in to Oracle Digital Assistant.2. Click Navigator > Development > Digital Assistant.3. Search for the digital assistant that you want to add the skills to.4. Select the digital assistant.5. Click Add Skill.



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Note: Ensure that the Skills tab is selected.

6. Click the add icon for the skills that you want to add to your digital assistant. Here's how the add icon looks like:

About Extending Published SkillsAfter you buy the digital assistant SKUs specific to each product, you can extend skills to do these tasks:

• Add new utterances to existing skills.

• Add new intents or entities and resulting dialog to purchased SaaS API.

• Add FAQ to the BOT (CSV only).

• Change configuration parameters within skills.

• Add support for languages other than English.

Note: You must purchase translator applications separately.

You can also buy a separate SKU named "ODAP4SaaS" to do these additional tasks:

• Add new intents or entities and resulting dialog to third-party back-end services.

• Add a new skill to Oracle SaaS when users haven't purchased corresponding SaaS Pillar skill.

• Add a new skill to Oracle on-premises implementations or third-party back-end services when users haven'tpurchased corresponding SaaS Pillar skill. For example, say some users bought the HCM skill, but they're tryingto connect to CRM without buying the CRM skill.

• Add Oracle Voice to the existing skill.

• Integrate with one or more of these applications:

◦ Oracle CX Sales

◦ Oracle Service Cloud

◦ Help desk of a third-party application

Related Topics• Extending Skills

Export and Import SkillsYou can export a skill from one environment, and import it to another one. But you can export only custom skills or thepredefined skills that were extended.

1. Sign in to the source environment, where you want to export a skill from.

https://www.oracle.com/pls/topic/lookup?ctx=en/cloud/paas/digital-assistant&id=DACUA-GUID-CA6A80AA-E8AC-4A35-BE49-012501AFE412



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2. Click Navigator > Development > Skills.3. Search for the skill that you want to export.4. Click the Options icon for the skill that you want to export, and select Export.

Note: If you want to export a specific version of a skill, click the Click to show all versions of thisskill, click the Options icon for the version that you want to export, and then select Export.

5. Save the .zip file.6. Sign out of your current session.7. Sign in to the target environment, where you want to import the skill to.8. Click Navigator > Development > Skills.9. On the Skills page, click Import Skill.

10. Browse and select the .zip file you want to import. You get a confirmation after the import is complete.

Set the Duration for User Session TimeoutYou must use Identity Cloud Service and Oracle Digital Assistant applications to set the duration for session timeout.In Identity Cloud Service, the duration is 7 days by default. So if the users leave the application idle for 7 days, theirsession will expire. The duration for the session timeout can be the same in both the applications, but if it isn't, then theminimum duration is applied.

Here's how you can set the duration for session timeout using Identity Cloud Service:

1. Sign in to Oracle Identity Cloud Service.2. Click Navigator > Oracle Cloud Services.3. Click the Configuration tab.4. In the Resources section, select the Is Refresh Token Allowed check box if it's not selected.5. In the Refresh Token Expiration field, enter the duration in seconds.6. Click Save.

Here's how you can set the duration for session timeout using Oracle Digital Assistant:

1. Sign in to Oracle Digital Assistant.2. Click Navigator > Settings > Authentication Services.3. Select the service that you want to set the duration for.



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4. In the Refresh Token Retention Period field, enter the duration in days. The maximum timeout duration youcan set is 30 days.

Your changes are saved automatically.

FAQs for Configuration of Digital Assistant

Why can't I access Oracle Identity Cloud Service to configuredigital assistant?That's probably because you don't have the Identity Domain Administrator role. Check with your help desk. If needed,ask them to create a technical service request for your cloud service to get the Identity Domain Administrator access,but only for these cases:

• You (or someone else) are the existing administrator, and you can't sign in to Oracle Identity Cloud Service orhave lost your password.

• The existing administrator is no longer available, for example, they have left your company.

The problem type for the request must be Cloud Hosting Services (Outage, P2T/T2T, Enable SSO, Resize,CloudPortal, MyServices, User/Password, Network, Schedule Maintenance).

How can users sign in to digital assistant?The methods for signing in to digital assistant varies based on the Oracle Identity Management setup for CloudApplications.

• Single Sign-On: If SSO is enabled for Cloud Applications

• Single Sign-On with two-factor authentication: If SSO is enabled with two-factor authentication for CloudApplications

• Cloud Applications user ID and password: If SSO isn't enabled for Cloud Applications

Note: Your users can use any of these methods even if VPN is enabled.



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Can I use the same Twilio number for the custom skills and thedigital assistant?Yes, you can do so. But you must first add your custom skills to the digital assistant and then configure the Twilio SMSchannel.

What happens if I add a custom skill to a digital assistant, and thenupgrade the digital assistant?There won't be any impact on your custom skill. When you upgrade the digital assistant, the upgraded version willcontain the predefined as well as custom skills that you already added in your digital assistant.

What are the different channels available in digital assistant?This table lists the different channels and the skills that they're available for in digital assistant.

Channel Skills That the Channels Are Available For

Twilio SMS

• Expenses• Sales• Project Time Entry

MS Teams

Sales

Slack

N/A

Oracle Web

HCM

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