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 AUG 2022 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in Oracle B2C Digital Customer Service 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.
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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. |
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|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
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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.
Chat - Dialog Prompt for Restricted URLs
Agents handling chats in the .Net Console, who need to access external items like URLs or images within an active chat session & historical chat transcripts, now have a dialog prompt that warns them against clicking links that are not defined on their company's security allow list.
This is an additional enhancement to the security update we made in 21C that allows CX Administrators to define allow lists (via CHAT_INPUT_ALLOWLIST_JSON & CHAT_CORS_ALLOWLIST).
Chat - Dialog prompt for restricted URLs
Align with Security Requirements
- Administrators can define what content is allowed to be sent & received during a live chat session
Steps to Enable
- B2C Chat
- CX Version: 22C+
- Chat Server Version: 22C+
- All companies are automatically upgraded to the latest version
- Config Verb: CHAT_INPUT_ALLOWLIST_JSON
- Enabled by default, with a defined list of default settings
- ALL companies should update to their own specified list of allowed tags, attributes & protocols
- Config Verb: CHAT_CORS_ALLOWLIST
Tips And Considerations
- ALL companies should update to their own specified list of allowed tags, attributes & protocols
-
If updates are made to CHAT_INPUT_ALLOWLIST_JSON during chat hours of operation, then the updates will take effect on the next new chat session (updates will not apply to existing/in progress chat sessions)
-
If an agent attempts to open an item (ex: URL) that is not contained within the CHAT_CORS_ALLOWLIST, then a dialog appears asking whether the agent wants to continue the action or cancel the action
Role And Privileges
- Chat Agents using the .Net console
- CX Administrators