This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Feature | Notes |
|---|---|---|
| 18 MAY 2020 | Knowledge Advanced: Propose Answer from Incident | Updated document. Revised feature information. |
| 26 MAR 2020 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
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Agent Browser UI users can now expand variables in the thread before saving.
Organization Hierarchy Is Supported in Agent Browser UI
The Organization Hierarchy is now supported in the Agent Browser UI.
Collapsible Workspace Tables for Browser UI
Workspace tables that are configured with the 'expand/collapse' design option can be collapsed by users in Agent Browser UI.
Inline Standard Text Search and Insert - Agent Browser UI
Agent Browser UI users can search for standard text by typing the '$' character into an incident thread.
Filter access has moved to a Search button in the toolbar to help users make the most use of screen area.
Knowledge Advanced: Propose Answer from Incident
The feature allows an agent to propose an incident as an answer from the incident workspace. Sometime a customer’s question is common enough that an agent might believe that other customers should also have access to the answer. If an agent believes that the information belongs in the knowledge base(Oracle Knowledge), they can propose the incident as a potential answer.