Post Deployment Steps for Contact Center Console with Field Service

Reactivate Contact Center Console OmniScripts

Deactivating and reactivating OmniScripts ensures that all the OmniScripts work with the Lightning Web Components.

1. Log in to your target org.
2. In the App Launcher, go to All Items and click OmniScripts.
3. In the Find in Page box, search for the OmniScript and then click the active version of the OmniScript.
4. Click Deactivate Version.
5. In your OmniScript, click Preview.
6. After you deactivate and preview the OmniScript, click Activate Version.
7. An Activation confirmation message appears. Click Done.
8. Repeat these steps for all the OmniScripts listed in Bill of Materials for Contact Center Console.

Reactivate Contact Center Console FlexCards

Reactivate Contact Center Console FlexCards to work with Lightning Web Components.

1. In the App Launcher, go to All Items and click ​OmniStudio FlexCards​​. ​
   1. In the ​Find in Page​​ box, search for the UI Layout and then click the active version of the FlexCard.
   2. Click ​Deactivate​​ to deactivate the FlexCard.
   3. When the FlexCard is deactivated, click ​Activate​​. A success message is displayed on the screen.
2. Repeat these steps for all the Layouts listed in Bill of Materials for Contact Center Console.

Set Up FlexCard Designer

U the FlexCard Designer to view and modify FlexCards.

Note The Flexcard Designer is needed only when you want to configure or customize something in the Flexcard. This setup step is not a requirement to installing and using Contact Center Console.

1. In the App Launcher, go to All Items and click OmniStudio FlexCards.
2. Open the latest version of the VEEEnergyNotificationsLayout FlexCard, and click Edit Page from Setup.
3. In the Lightning App Builder, under the Pages drop-down, click Open Pages and select Vlocity Card Designer.
4. Click Open.
5. In the Flexi Page, click Activation. In the pop-up window select your preferences.

Update the Statement Object Page Layout

Update the statement object page layout to include fields to capture month, year, and charges for the billed statement.

1. Log in to your Salesforce org.
2. Click Setup.
3. Select Object Manager.
4. In the Quick Find box, search statement, and click Statement.
5. Select Page Layouts.
6. In the Page Layouts section, click Statement (Vlocity Telecommunication Services) Layout.
7. Select Fields from the left column of Statement (Vlocity Telecommunication Services) Layout table.
8. Drag and drop the following three fields to the Information sub-section under the Statement Detail:

   • Statement Month

   • Statement Year

   • Current Charges

   Final Statement Layout Structure

   
9. Click Save.
10. Close the Object Manager, and return to the previous page.

Grant Access to Contact Center Console App

Grant requisite permissions to the target org users to access the Energy & Utilities Contact Center Console objects.

Set Up Custom UI Settings

Update the custom UI settings for the Energy & Utilities Contact Center Console on the target org.

1. Click Setup.
2. Search Static Resources in the Quick Find box.
3. In the Static Resources page, click newport.
4. Right-click the View file link and select Copy Link Address and capture the URL in a text editor.
5. Go back to Setup.
6. Search for and select Omni Interaction Configuration in the Quick Find box.
7. Next to newportZipUrl, click Edit.
   If you don't see an entry for newportZipUrl, click on New Omni Interaction Configuration and create it. The Input Label and Name should be newportZipUrl.
8. In the Value box, enter the truncated URL of your newport static resource which you obtained in a previous step. Make sure to remove your org's base URL and the ? or # character from the end of the path leaving, for example, /resource/1587030785000/vlocity_cmt__newport.
9. Clear your browser cache.

Add Operating Hours for Business and Consumer Accounts

Operating hours indicate when the customer allows service appointments.

1. Go to Setup and click Object Manager.
2. Click Account.
3. Click Page Layouts, and select Business(Vlocity Telecommunication Services) layout.
4. Add Operating Hours field to the Account Information section.
   
5. Click Save.

Setup Org-wide Email Address for Contact Center Console

Set up an organization-wide email address if you want to use a common email for sending customer communication.

1. In the App Launcher, select Omnistudio Integration Procedures.
2. In the Quick Find box, search sfiEnergyConsoleFSEmailAndCaseCreation and select the latest version.
3. Click Deactivate Version.
4. Select EASendEmail email action.
5. Update the Org Wide Email Address field with the verified org-wide email address.
6. In the Procedure Configuration, click Save.
7. Click Activate Version.

Set Up Google Map API Key for Contact Center Console

Salesforce Industries Process Library supports Google MAP APIs to auto-populate the address fields. By default, this functionality is disabled on Energy & Utilities Contact Center Console. You can enable the Google MAP API functionality by configuring the API Key on your target org.

1. Click Setup.
2. In Quick find, search Custom Metadata Types.
3. In the Custom Metadata Types page, click Manage Records next to VPLExpress.
4. Click Edit link next to Google API Public Key and ensure that the following details are set:

   • Label : Google API Public Key

   • VPLExpress Name : Google_API_Public_Key

   • Value: Your Google MAP API key

5. Click Save.

Set Field Service Admin Object Permissions for Contact Center Console

Assign read and edit permissions for objects and fields in the Field Service Admin Permission set.

1. Click Setup.
2. In Quick Find, search Permission Sets.
3. In the Permission Sets page, click Field Service Admin Permissions.
   In case Field Service Admin Permissions isn't visible, you must create it. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab. Click Getting Started and then Permission Sets. For more information, see Create Field Service Permission Sets.
4. In the Apps section, click Object Settings.
5. Edit the Service Objectives object.
   1. In the Object Settings list, click Service Objectives.
   2. In the Service Objectives page, click Edit.
   3. In the Field Permissions section, select Read Access and Edit Access for the Skill Type Developer Name field name.
   4. Save your changes.
6. Edit the Work Rules object.
   1. In the Object Settings list, click Work Rules.
   2. In the Work Rules page, click Edit.
   3. In the Field Permissions section, select Read Access and Edit Access for the Skill Type Developer Name and Skill Type Logic field names.
   4. Save your changes.