Update 22C

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

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B2B Service Center

Service Request Management

Decide Whether to Add Email Recipients as Service Request Contacts or Team Members

You can decide whether the recipients of an inbound email should be added as service request contacts or service request team members. The sender of the first email is always added as the primary contact. The sender of follow-up emails isn't added as an SR contact or SR team member.

Add Relationships Between Service Requests

Users can now add business-driven relationships between service requests and leverage these relationships to make easy updates across your service requests. Relationships can enhance the efficiency of your agents and improve your service request resolution outcomes.

Generate Dynamic Link Patterns Automatically for Third Party Applications

Select the Generate pattern checkbox on the Manage Service Request Dynamic Links setup page to automatically generate the dynamic link patterns for links that point at third party applications. You can also export and import custom links. To prevent existing links from failing, you can't modify the custom object type name.

Service Channels

Customer Action Required for Chat and Live Experience Users

You must update roles for agents who use Chat or Live Experience, beginning in this update. Chat Agent and Digital Call Center Agent roles were introduced in a previous update, and are required in this updated to ensure continued access.

Update roles for users who need to access Chat and Live Experience as follows:

• Agents who have chat responsibilities need to have the Chat Agent role.
• Agents who work on Live Experience channels need to have the Digital Call Center Agent role.

Select SmartText Entries for Chat

You can author SmartText entries for use in a chat session. The application now provides a list of SmartText entries relevant for chat, enabling agents to use predefined phrases to expedite resolutions and conclude chat sessions.

Case Management

Oracle Case Management is Generally Available

Oracle's newest cloud-based solution, Oracle Case Management, is live. Inspired by our user-centric Redwood design philosophy and built upon the our powerful Visual Builder Studio application development environment, Oracle Case Management is a secure, modern solution for your case management needs. Based on 20 years of case management experience around the world and in every industry, Oracle Case Management empowers organizations to serve citizens, employees, students, clients and customers quickly, safely, and proactively. Oracle Case Management is immediately available to Oracle Fusion Cloud B2B Service customers. This quarter's Readiness document summarizes just a few of the many features available to case workers and case managers in Oracle Case Management.

Collaborate on Cases Efficiently Through Messaging and Relationships

Case managers can add and share internal messages with all case workers. In addition, cases can be related to other cases and service requests to perform business-driven updates for those related objects. Finally, a new case creation interface simplifies case intake.

Manage Cases Efficiently Using the Action Bar

Use commands in the Action Bar for all of your important case actions. Case managers can now easily compose messages, create and update relationships, create cases, and add team members by using commands in the Action Bar. Using the Action Bar for easy access to all critical case actions greatly accelerates the speed of common case manager actions.

Create Cases Accurately Using Intelligent Advisor Interviews

You can now create Cases through an interview-style format using Intelligent Advisor. Organizations can now ensure that cases are created only after all critical questions have been answered in an Intelligent Advisor interview.

Create and Assign Tasks and Appointments for Case Team Members

Users can now review all past, present, and future tasks and appointments as well as all related households for a case in convenient case-based folders. These easy-to-use folders compliment existing case management functionality to create tasks and appointments.

Gain Actionable Insights to Manage Cases Proactively

As a case owner or case manager, you can now monitor cases in your queue by leveraging Fusion's powerful OTBI reporting. Standard reports provide owners and managers with insight into cases based on areas such as ownership, status and case aging. Report authors can create custom analyses to meet unique case analytics needs.

Omnichannel Framework

View and Delete Previous Chat Transcripts

View and delete previous chat transcripts. The Chat Transcript API returns the chat transcript between a customer and agents. This method can be called, by authenticated customers, from the portal to view previous chat transcripts. The new data security policy lets agents see all previous transcripts from a customer through the activity feed, while restricting customers to only see their own chats from the support portal. The Delete chat transcript API allows customers to delete chat transcripts associated with a specific interaction record. This could be used for security reasons or for regulatory compliance such as General Data Protection Regulation (GDPR).