Take Notes During a Call

During a phone call, NICE inContact Agent for Oracle Service Cloud automatically displays the Results/Notes tab below the contact details.

For help using or troubleshooting the Oracle Service Cloud product, see Oracle's Documentation for Oracle Service Cloud Products.

1. When handling a call, the Results/Notes tab displays.

   

2. Click the Notes tab and type your notes about the contact or call. NICE inContact Agent for Oracle Service Cloud saves the notes when the call ends.

3. Use the Who drop-down to select any associated individuals, such as a contact or a supervisor, and the What drop-down to select any associated accounts, cases, or opportunities.
   

   When mapping NICE inContact variables to Oracle fields through the Settings to any Oracle object, other than a task, you must select the appropriate Oracle object in the What field in order for the mapped variables to populate. For example, if a case object is setup in the NICE inContact Agent for Oracle Service Cloud Settings with variables configured to populate fields in the case, (such as a Contact ID,) the user must make sure he or she has the correct case selected in the What field.