| Date | Feature | Notes |
|---|---|---|
| 25 APR 2019 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in Oracle Service Cloud Agent Browser UI April 2019 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.
Customer Action Required = You MUST take action 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 |
Customer Action Required |
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Uploading Multiple Attachments to Incidents in Agent Browser UI |
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Uploading Multiple Attachments to Incidents in Agent Browser UI
Agent Browser UI users can select multiple files to attach to an incident.
Steps to Enable
- In the Agent Browser UI incident workspace, select the 'upload' icon and select 1 or more files, and select 'open'.
Select File(s)
- The file(s) are uploaded and listed as attachments in the attachments control in the incident workspace. After saving, the attachments can be downloaded, deleted, and their properties can be modified.
Saved Attachments
- The attachments are available to attach to a customer response.
Select Files to Attach to a Response
Tips And Considerations
- Files that have large names, large size (>20 MB), are empty, or have already been appended to the incident cannot be uploaded.