Update 23B

Revision History

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

Overview

This guide summarizes all features that have been delivered for this Release including new features available as a part of our continuous feature delivery process.

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Digital Customer Service

Digital Customer Service

Digital Customer Service enhancement to create attachments when submitting Service Requests

This release offers an enhancements for submitting Service Requests from the Digital Customer Service portal.  A user can now add attachments when submitting a Service Request.  This feature is available in the reference implementation template.

Knowledge Article Feedback Suggestions

You can allow your customers to give feedback on articles in the Digital Customer Service portal.  An authenticated end-user can give recommendations and suggestions to an existing knowledge article.  Available in the reference implementation, supported for V2 APIs.

Knowledge Search Auto-complete

Knowledge Search now has support for auto-completion when typing in a Search term.

Web Chat for Fusion Service support for 23.02 Client

Engagement Engine now supports the Web Chat for Service 23.02 client version. This version aligns with Fusion Service 23Bs introduction of enhanced standard and custom fields which can be passed from the chat client for routing and other contextual purposes. Additional context passing can better personalize and stream-line the customers chat experience. This version allows for chat persistence when the end-user moves away or reloads the page. It also supports an indicator for the agent to show that the end-user is typing and still engaged in the conversation.

Oracle Identity Cloud Service Keep me signed in support for Digital Customer Service

The Digital Customer Service Reference Template now supports the Keep me signed in feature available in Oracle Identity Cloud Service.