This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 19 NOV 2021 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in Oracle B2C Digital Customer Service Cloud and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable to begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.
For a listing of hardware and software requirements for Oracle products, log in to our support site and access Answer ID 31.
HAVE AN IDEA?
We’re here and we’re listening. If you have a suggestion on how to make our cloud services even better then go ahead and tell us. There are several ways to submit your ideas, for example, through the Ideas Lab on Oracle Customer Connect. Wherever you see this icon after the feature name it means we delivered one of your ideas.
GIVE US FEEDBACK
We welcome your comments and suggestions to improve the content. Please send us your feedback.
DISCLAIMER
The information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.
This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.
Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
|||||
|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
|
||
A reputation for excellent customer service can differentiate the brand and drive revenue. Oracle Digital Customer Service helps organizations earn that reputation by transforming online web service into a highly interactive customer experience.
Configurable Engagement Options for WeChat
When creating a new WeChat channel in Oracle Messaging, you can now specify how your customers reach the contact center. Customers can connect to the contact center via WeChat through any of the following options:
- Text Entry
- Clicking on a menu entry configured in Oracle Messaging
- Scanning a QR code
The default setting allows customers to reach out to the contact center by clicking a menu entry or scanning a QR code. You can also have the option to allow your customers to reach out to the contact center via text entry.
WeChat allows a business to connect with their customers on multiple fronts (i.e. Service, Marketing, Commerce), this feature can help businesses streamline access such that only service-related inquiries are directed to the contact center.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
- If your WeChat Official Account is
- dedicated only to customer service inquiries - the recommended practice is to enable all engagement options for the contact center.
- shared by multiple departments - the recommended practice is to disable text entry. Customers can either click on a menu entry or scan QR codes to reach out to the contact center while leaving text entry as the means for customer interaction by other departments
Key Resources
Role Information
- Chat Agent
- Supervisor Agent
- Administrator
Off-Hours Message Processing Enhancements
The Off-Hours Message Processing feature in Oracle Messaging is now enhanced with the ability to allow administrators to configure when should an off-hours message trigger incident creation. The administrator can now define a keyword, that when detected in an off-hours message, would trigger the creation of an incident with that message.
When configured, an automated reply will be triggered upon receiving an off-hours message to inform the end-user to enter the keyword as well as incident details for the message to be captured in an incident.
This allow businesses to further streamline off-hours message processing so that only messages requiring additional service assistance be recorded as incidents to be handled by agents asynchronously during contact center operation hours.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
When choosing a keyword, choose a word that is not commonly used in your service conversation with customers. The keyword can also be a string of characters including special character (e.g "@@@")
Key Resources
Role Information
- Chat Agent
- Supervisor Agent
- Administrator