Cloud Readiness / Oracle B2C Service Agent Browser UI
What's New
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  1. August 2020 Update
  1. Revision History
  2. Overview
  3. Feature Summary
    1. Workspaces
        1. Comments for Standard Text
        2. Bookmark Configuration
        3. Send, Send & Close for Workspace Rules
        4. Standard Interaction Workspace Enhancement
    2. Knowledge
        1. KA: New Configurations for Knowledge Administrator

August 2020 Update

Revision History

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
28 AUG 2020     Created initial document.

Overview

This guide outlines the information you need to know about new or improved functionality in Oracle B2C Service Agent Browser UI 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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Feature Summary

Column Definitions:

Features Delivered Enabled

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
(Features Delivered Enabled)

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.

Action is Needed BEFORE Use by End Users
(Features Delivered Disabled)

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
Process-Based:
Small Scale

UI or
Process-Based:
Larger Scale*

Workspaces

Comments for Standard Text

Bookmark Configuration

Send, Send & Close for Workspace Rules

Standard Interaction Workspace Enhancement

Knowledge

KA: New Configurations for Knowledge Administrator

Workspaces

Comments for Standard Text

Administrators can add comments to standard text entries that are visible to agent users in Browser UI. The comments are not inserted into the incident thread.

The New 'Comments' Field in the Standard Text Editor

The comments, when present, are visible to the Agent in the standard text sidebar in Browser UI but are not inserted into the incident thread.

This feature enables administrators to provide guidance and context for each standard text entry that is visible to agent users in Browser UI. 

Steps to Enable

This feature is available in 20C and higher. To configure:

  1. Open the Standard Text editor.
  2. Open a standard text entry.
  3. Add comments in the 'Comments' field.
  4. Save the standard text entry.
  5. In Browser UI, open the standard text sidebar and search for the edited standard text.
  6. Note that the comments appear at the bottom of the sidebar.

Tips And Considerations

  • 'Comments' is not a required field in the Standard Text editor.
  • When comments are present, they are visible in the Standard Text sidebar. When comments are not present, the field does not appear in the sidebar.
  • Comments are not added to the incident thread when the 'Add to Incident' button is clicked.
  • The comments field is available in public APIs (Connect PHP, REST, SOAP)

Bookmark Configuration

The bookmark button can be added or removed from the workspace Quick Access Toolbar.

Removing the bookmark can save vertical space if all other toolbar buttons are disabled.

Steps to Enable

Bookmark configuration is available in versions 20C and higher. To configure:

  1. Open a workspace in the workspace designer.
  2. Open the ribbon designer and select the Quick Access Toolbar.
  3. Note that the bookmark button appears and is selected by default.
  4. De-select the bookmark and save.
  5. Open an existing record using the modified workspace.
  6. Note that the bookmark button does not appear.

Tips And Considerations

  • The bookmark button is enabled on default for all workspaces.
  • Existing workspace definitions will continue to contain the bookmark after updating to 20C and higher.
  • The bookmark can be added or removed from a workspace by going to the workspace designer, clicking on the ribbon designer, and selecting the Quick Access Toolbar.

Key Resources

Send, Send & Close for Workspace Rules

Workspace rules can now be configured to execute 'Send' or 'Send & Close' commands.

New Options Available in 'Execute an Editor Command'

Common user activities can be further automated by adding 'Send' or 'Send & Close' to workspace rules.

Steps to Enable

Send, Send & Close for workspace rules is available in 20C and higher. To configure:

  1. Open a workspace in the workspace designer.
  2. Open the rules editor from the ribbon.
  3. Add a new rule using an available trigger.
  4. In the actions list, select either 'Send' or 'Send & Close'.
  5. Save the rule and the workspace.
  6. Open the workspace in Browser UI.
  7. Execute the workspace rule trigger and note that 'Send' or 'Send & Close' action is executed.

Tips And Considerations

'Send' and 'Send & Close' actions are supported in Browser UI only.

Key Resources

Standard Interaction Workspace Enhancement

The Standard Interaction Workspace (IW) has been updated to contain a tab set control that includes Incident View Control, Page Peek, and Visitor Browser History.

Standard IW in .NET Workspace Designer

If the Engagement Engine is enabled the Page Peek and Visitor Browser History control will automatically be on the IW.

Steps to Enable

You don't need to do anything to enable this feature.

Knowledge

KA: New Configurations for Knowledge Administrator

The feature introduces two new configuration verbs that allow knowledge administrator to control display of knowledge elements in BUI:

  • OKCS_RECOMMENDED_ANSWERS - This configuration controls the display of contextual search in the knowledge side panel. By default, it is enabled. It is a site level configuration.
  • OKCS_ANSWER_DETAILS_META_INFO - This configuration now supports a new attribute called 'user_group' that allows display of user groups that have access to the answer,  on answer detail page.

The configurations allow knowledge administrators to better control the user experience of agents when they consume knowledge on Agent Browser UI.

Steps to Enable

OKCS_RECOMMENDED_ANSWERS 

  1. Go to Site Configuration, then Configuration Settings.
  2. Expand the RightNow Common > Oracle Knowledge Cloud Services > General folders to display the knowledge configuration settings.
  3. Set the value of OKCS_RECOMMENDED_ANSWERS to 0/1.

OKCS_ANSWER_DETAILS_META_INFO 

  1. Go to Site Configuration, then Configuration Settings.
  2. Expand RightNow > Oracle Knowledge Cloud Services > General folders to display the knowledge configuration settings.
  3. Set the value of OKCS_ANSWER_DETAILS_META_INFO to include attributes you want to display, separated by the pipe (|) character.
  4. The default configuration includes the following attributes : document_id | version | published | display_date | creator | aggregate_rating.
  5. Add user_group to include the value of user group information to the answer detail page.

Tips And Considerations

  1. OKCS_RECOMMENDED_ANSWERS is a site level setting.
  2. OKCS_ANSWER_DETAILS_META_INFO  is a interface level setting.

Key Resources

Role Information

  • Knowledge Administrator