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 this update.
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External Objects is a low code integration service that enables admins and developers to configure integrations to external sources.
Writable Incident Audit Fields
This feature provides the ability to override the system-assigned default values for Incident Audit fields (such as CreatedTime, UpdatedTime, CreatedByAccount, UpdatedByAccount) while creating the incidents in B2C Service using the Public APIs. This helps customers in maintaining the original audit data when synchronizing incidents from other systems into the B2C Service.
Chat Inline Standard Text Search and Insert - Agent Browser UI
Agent Browser UI users can search for standard text by typing the '$' character into a chat compose control.
Users that have email signature customization permissions can edit their email signatures in the 'preferences' section in Browser UI.
Staggering Chats in Chat Preferences
A chat agent can now customize the delay time between incoming chats using the Chat Preferences in Agent Browser UI.
Chat in Browser UI: Asynchronous Chat - Enhanced System Notifications
This is an update to the Asynchronous Chat feature, that improves the system messages by including the end-user's First & Last Name.
Agents handling chats within the Chat Browser UI can now easily read the latest customer posts by clicking the new auto-scroll feature.
Chat Browser UI: Desktop Notifications
Agents handling chats within the Chat Browser UI now have a desktop notification that alerts them when new chats, transfer invites and conference invites require their attention.
Chat Browser UI: Historical Chat Transcript
Agents handling chats in the Agent Browser UI can now easily see previous chat sessions within the transcript control. Agents can scroll within the transcript control to see the transcripts of chats that have occurred in the recent past.
Chat Browser UI: Transfer To & Conference with Agents at Max Capacity
Agents handling chats within the Browser UI can now receive transfer & conference requests beyond the max chat capacity defined on their profile permissions.
The Oracle Service Cloud Platform includes App Builder products, the Experience Platform and the Virtual Configuration Interface Object (CIO) Cloud Service.
Chat Rule Runtime Log for Enhanced Business Rules
The Rule Runtime Logs for Chats is now made available in the Enhanced Business Rules via the Rule Runtime Log Report, making it easier to troubleshoot Chat Rules execution.
Element Manager: Filtering by Date Updated and Exposing Internal APIs
The Element Manager enhancements for 21D includes:
- Filtering of elements by updated datetime
- Expose internal APIs for Standard text and variables to Element Manager
The workspace and report toolbar icons have been updated in the Redwood theme.