February Maintenance Pack for 23A

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

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.

Service Center

Case Management

Communicate with Your Case Team and Contacts through Email, Slack, and Microsoft Teams

Case owners can have conversations with case team members and case contacts through popular communications channels including email, Slack and Microsoft Teams, ensuring all parties are safely connected and up-to-date on the case status.

Convenient SmartActions for Commonly Used Functions

Case workers can now use convenient Smart Actions in the action bar for common functionality including creating conversations, creating new cases by interviews, adding households, and adding employee contacts.

Service Request Management

Support Audit of SR Attachments

You can now track changes made to the attachments associated with Service Requests and Service Request Messages.  Auditing covers create and delete operations performed on an attachment.  Additionally, it also captures modifications to the values of standard attributes (such as Title, Category, Type etc.) and custom attributes associated with the specific attachment. 

Service Channels

Embed a chat bot using Oracle Digital Assistant

Starting with this release Chat customers can create a bot agent for collecting data, provide automated responses, lookup knowledge base or automate manual tasks like creating a service requests. Bots can also transfer the chat to a live agent with the transcript and data gathered.

Update 23A

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

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.

Service Center

Service Request Management

Edit Relationships Between Service Requests in Service Classic UI

Users of the Service Classic UI can edit relationships between service requests by modifying the link type on the relationship to more accurately convey the business meaning. Relationships enhance agent efficiency by making it easier for agents to view, navigate, and update related SRs.

Use Service Request Milestones in the Adaptive Search Framework

Search for and prioritize service requests by the date and time the next milestone is due. This feature is available in both the workspace UI and Redwood Service Center saved searches.

View the Next Milestone Due in the Service Request Header

Use this Redwood User Experience feature to quickly view your next milestone in the page header of your assigned service requests.

Preview Image Attachments in a Service Request

In the Redwood user experience, you can preview image file attachments from the Service Request Overview and Service Request Details pages. If you're on the Service Request Overview page, select the Show Attachments action in the Action Bar, and then in the Attachments section, click More Actions > Preview. If you're on the Service Request Details page, click More Actions > Preview in the Attachments section. Not all attachment types are supported at this time for preview.

View Complete Email Content

The Messages tab of the Edit Service Request page lets you view the complete email content without any truncation. Click the Email icon on the Messages tab of the Edit Service Request page. The complete email content, along with the email channel information, is displayed in a new window. Click the Close button to close this window.

Improve the User Experience by Extending the Wrap Up UI

You can now extend the Wrap UI in the Service application for the Redwood user experience. Here are all the new UI extensions you can make with this feature:

• Add or remove standard or custom fields
• Mark a standard or custom field mandatory
• Display fields conditionally, and make them required conditionally
• Configure a conditional Wrap Up UI layout based on attributes like Application Classification, Channel, and Communication

Integrate with Microsoft Exchange Server to Capture Inbound Emails for Service

Application administrators can now configure the Service Inbound Email setup to directly fetch emails from your Microsoft Exchange instance, rather than needing to forward messages to Oracle's cloud email address.

Create Bi-Directional Event Communications using the UI Events Framework

UI Events Framework is a client-side library that allows system administrators and developers to create a UI integration using bi-directional event communication. For example, developers can load the UI Events Framework javascript library in an external web application to listen to the Fusion Service Center actions and events. The external web application can be embedded in the Fusion Service Center via the iFrame component and interact with the core application upon a save event or field value change. Also, the web application triggers actions, including setting a field value, getting a field value, or saving. As a result, an external web application and the Fusion Service Center can establish a bi-directional communication to improve users' navigation flow and reduce steps when interacting with multiple systems.

Manage Multiple Contacts and Resources for Tasks and Appointments in the Redwood Experience

In the Redwood user experience for Service Requests, you can now include multiple Contacts and Resources for Tasks and Appointments. In addition, Tasks and Appointments will also appear as one of the highlighted items in the spotlight banner. Finally, authorized users can delete Tasks and Appointments.

Updated Editor for Authoring SmartText and Composing Service Request Message

The application uses an updated version of the rich text editor when you are authoring a SmartText or composing a Service Request message. This new editor provides some new toolbar options.

Here are some of the updated toolbar options:

1. A table can be easily inserted and configured using the balloon table toolbar. After inserting the specified size of the table with the Table toolbar button further configuration can be done using the Table balloon toolbar:

• Column related actions (insert, delete, define as header column)
• Row related actions (insert, delete, define as header row)
• Merge Cells (merge and split)
• Table Properties (dimensions, border style and color, background color, alignment)
• Cell Properties (dimensions, border style and color, background color, alignment)

2. An image can be inserted easily by using the arrow down of the image button. You can also drag and drop a local file or upload it using the image button. After inserting an image further configuration can be done using the Image balloon toolbar:

• Link
• Alignment
• Wrap and break text
• Alternative text
• Caption
• Sizing

3. Links

• There is automatic linking of URLs that are typed or pasted into the editor. The default target for these links is to open it in a new browser tab.

Work Order Management

Order Parts from the Service Work Order

Your service agents can now order parts when scheduling a Work Order in the Redwood user experience. When a Field Service Work Order requires parts, they can be ordered and shipped directly to the customer, to the field technician that is scheduled to perform the work, or to a depot for the field service technician to pick up before performing the work.

Case Management

Manage Multiple Contacts and Resources for Tasks and Appointments

You can now include multiple Contacts and Resources for Case Tasks and Appointments. In addition, Tasks and Appointments will also appear as one of the highlighted items in the spotlight banner in the Case Details page. Finally, authorized users can delete Tasks and Appointments.

Service Analytics

Gain visibility into omnichannel agent presence/availability by queues

Avoid queue congestion and improve load balancing by gaining visibility into agent presence and availability by queue. Optimize work allocation in a multi channel environment with insights into agent engagement and response for various work types and channels.

Use BI Cloud Connector View Objects for Omnichannel, Work Order, Case Management and SR Resource Members

The new Business Intelligence (BI) Cloud Connector view objects let you extract data for:

• Service Contact Member
• SR Message
• Related SRs (svc_object_links and types)
• Survey Object

You can also use this feature for high-volume data extraction into your own custom data warehouse or other targets.