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 |
|---|---|---|---|
| 08 SEP 2023 | Created initial document. |
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Digital Customer Service Support for Dynamic Links in Knowledge Articles
The Digital Customer Service Reference Template supports that the end-user can view and click in addition to a URL, also various custom link types in a knowledge article (e.g. Jira, bug, etc).
A dynamic link is a URL that has a variable parameter in it and links to third party applications. You can configure Knowledge Management to allow Authors to use dynamic links in articles. The Digital Customer Service Reference Portal Template doesn't require additional steps to enable dynamic links as it displays the content created in the article by the Knowledge Author.
Web Chat for Fusion Service Support for 23.08 Client
Engagement Engine now supports the Web Chat for Service 23.08 client version which comes with a number of improvements.
We have added the possibility to hide the chat launch button if no agents are available. The launch button can now include text and is fully customizable via CSS attributes in Engagement Engine.
The iframe for the end conversation message can be positioned under the conversation for showing eg. a survey. The ODA feedback system component is now supported (ODA 23.10 or higher is required).
Long bot messages can be split with a button to read more/less. An option has been added to add a delay before showing the wait queue message
Embedded Service 23D Enhancements
Embedded Service is a syndicated widget that you can deploy on your Digital Customer Service application or any web page through the Engagement Engine single tag. Embedded Service provides multi-functional help at the point of need and allows you to insert a full support experience in any page with modular components like Search Knowledge, Popular Articles, Top Actions, Digital Assistant as an Agent (ODA), and Live Chat with a human agent.
Engagement Engine is a point and click user interface that allows you to configure the functionality and visual design of the Embedded Service widget to meet your brand and business needs. 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.
Embedded Service has some enhancements in 23D. The chat pre-launch form now supports updating visible and hidden fields at runtime to pass context through Chat Server for eg. improved queue routing or launching the right chatbot intent. All Fusion supported languages are now available for a multi-lingual support experience. This version allows for persistence of the widget when the end-user navigates away and back or reloads the page to make sure that the connection with Chat is not lost but automatically re-established. Top actions now supports 2 types of actions, buttons and links. These can point to 2 types of targets, to an Embedded Service screen or to an external URL.
Request Engagement Engine with the “Embedded Service” feature via Service Request against Digital Customer Service.
Upgradable DCS Knowledge Components
The Knowledge Article View, Knowledge Popular Article List, Knowledge Article Rating and Knowledge Search components that are available for developing your Digital Customer Service application in Oracle Visual Builder are now upgradable and continue to support customization. See component documentation in Visual Builder.