This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 28 JUL 2023 | Digital Customer Service | Web Chat for Fusion Service Support for 23.06 Client | Updated document. Delivered new feature in update 23C. |
| 02 JUN 2023 | Created initial document. |
HAVE AN IDEA?
We’re here and we’re listening. If you have a suggestion on how to make our cloud services even better then go ahead and tell us. There are several ways to submit your ideas, for example, through the Ideas Lab on Oracle Customer Connect. Wherever you see this icon after the feature name it means we delivered one of your ideas.
GIVE US FEEDBACK
We welcome your comments and suggestions to improve the content. Please send us your feedback at oracle_fusion_applications_help_ww_grp@oracle.com.
DISCLAIMER
The information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.
This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.
Embedded Service provides multi-functional help at the point of need and allows you to insert a full support experience in any page with options like Search Knowledge, Popular Articles, Top Actions, Digital Assistant as an Agent (ODA), and Live Chat.
Engagement Engine actions can trigger the Embedded Service experience based on one or more conditions regarding visitor or webpage criteria to create a proactive and personalized self-service experience. Engagement Engine is a point and click interface that lets you easily customize the Embedded Service client's functionality and visual design to meet your brand and business needs.
Web Chat for Fusion Service Support for 23.06 Client
Engagement Engine now supports the Web Chat for Service 23.06 client versions. The pre-launch form supports multi-level categories in a drop-down list. The drop-down fields in the pre-launch form can now use a tree like structure to allow a categorized list being put in the drop-down field to improve chat routing to the right agent queue.
The Web Chat for Service client has improved support for customizing colors, fields and buttons. The buttons on the pre-launch form can now be better branded to comply with your corporate identity.
Client greetings have been added which allows you to configure agent and bot client greetings to overwrite the server-side ones. This will clearly identify to the end-user whether a live agent or bot is responding and you can personalize this greeting message accordingly. System messages such as info, warnings or errors can be customized with icons.
When a conversation ends you can now show a custom message that can optionally include a link or an iframe, the main use case for the link or iframe is to offer a survey.
Finally, messages containing sensitive information such as credit card and social security numbers can be detected and sent off the record to the server to be masked.