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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Service Center

Service Request Management

Require agents to provide user entered values when inserting SmartText

Your company can enable the application to require that agents enter values for user variable prompts when they select a SmartText. This will ensure that all requested data is captured.

Mark a Service Request Record as Favorite from Workspace and Redwood User Interface List Pages

You can mark or unmark a service request record as Favorite from the List pages in Workspace and Redwood User Interface. This provides users with a quick and easy way to work with and access their favorite records.

Default the Service Request number and title in the subject line when composing a new email.

In the Redwood user experience, when an agent is composing a new email from a service request, the SR number and SR title will be defaulted into the email subject line. The agent composing the email can edit this entry if required.

Enable Creating and Viewing an Audit Trail for Service Requests

In the Redwood user interface, you can view an audit trail of changes made to service requests. By default, only certain fields of the Service Request object are audited. If you want more fields to be audited, you must add them through Setup and Maintenance. Audit information will appear in the activity feed page of the service request record.

Configure custom drill-down paths from the SR list

On the Service Request list page in the Redwood user interface, you can configure the drill-down link within each row to follow a custom navigation path.

Configure the Action Bar for Optimized Suggestions and Hints

Sales and Service administrators can use the new Action Bar Configuration page for configurable settings such as the algorithmically-ranked Suggestion list and the rotating Suggestion Hint banner. Adjusting the relative ranking of suggested Actions and the number of suggested Action ensures the Action Bar supports the unique needs and experience level of your users. Configuring optional Action Bar features like 'Show More' and rotating Hints can also help your users discover additional Actions for every circumstance.

Configure Milestones to be Due at Specific Times

Configure a milestone to be due at a specific time of day, or the end of the business day, instead of calculating a time based on a number of minutes. When the milestone is applied, the system will use the calendar and the code returned from the coverage to set the milestone due date and time to the end of the business day, or set it to a specific time of the day, the requested number of days in the future. 

Support Activity to Service Request relationship in Access Groups

Support Activity as an available object type while creating Access Groups for Service Requests

Auto-delete closed SRs

Automatically delete Service Requests that are in closed status

REST-based wrapper around SOAP APIs

REST end-points for invoking the Metadata Service and supporting lazy load

Analyze SR Similarity Performance with Intuitive Dashboard

As part of the Service Adaptive Intelligence - SR Similarity feature, you can now gain insights into similarity matches and their relevance to incoming service requests. Trending reports and metrics are conveniently displayed on the Insights Dashboard. Use this to better tune the system to optimize output of similar SRs.

Enhanced Bi-Directional Event Communications using the UI Events Framework

The UI Events Framework library allows customer developers and system integrators to write bi-directional event communication between the Redwood Service application and 3rd party applications through a UI Mashup. As part of the 23B release, the following enhancements were implemented:

1. Create a side panel in a Service page, and then expand and collapse the panel
2. Get basic agent information
3. Show the integrated external content in a popup

Display the telephony media toolbar in a floating browser window

The media toolbar will now be placed in a separate browser window. This convenient design allows agents to place the toolbar anywhere on the desktop or minimize it when not needed.

Use UI Events Framework to Control the Side Panel, Open Popup Windows, and Get More User Info

The UI Events Framework has been expanded with several new options including the following abilities:

• Use UI Event Framework APIs within Visual Builder Studio Javascript
• Extend and add new content to the right-side panel of a Service page
• Open a modal window or popup window from the external application
• Get more information about the logged-in user

Service Channels

Schedule the deletion of inbound emails that have already been retrieved from your Exchange server

Your company can set up a scheduled process to automatically delete inbound emails from the inbox on your Microsoft Exchange server if those emails have already been retrieved and processed. This job will increase performance by removing unnecessary processing.

New Wrap Up Design in the Redwood UI

To provide a better chat user experience, this release introduces a new enhanced wrap up UI. Redwood chat users will be able to open the wrap up while in an active chat and set the communication outcome value or record any notes about the interaction rather than waiting for the chat to end. If an agent chooses to complete the wrap up entry at the end of a chat, they may do so while viewing the full chat transcript.

Service Center Console

Service Center Console is a new enhanced mode of user experience for service agents that need to handle live customer communications such as phone and chat and who need a higher level of multitasking while working on service issues. Through the use of in-app navigation tabs, agents can stay within a single browser tab while at the same time quickly and easily navigating between off-line work and real-time communications.

This workspace also features a purpose-built landing page for agents, so they can view the most critical customer information at a glance when they receive a screen pop for an inbound communication. This allows agents to quickly review customer data as well as their recent interactions and service requests so they can provide more knowledgeable, personalized service as they begin their conversation with the customer.

Digital Engagement Channels

Enhanced Flexibility to Capture Chat Context for Better Routing

Include and send data collected before a chat that can be used to improve routing and agent efficiency.

Work Order Management

Automate Population of Time Zone on Service Work Order

Agents are no longer required to manually select the time zone when creating a service work order. This feature utilizes Oracle's geocoder service to automatically populate the time zone field after selecting the customer's service address.

Link Oracle Field Service Work Orders in Fusion Service

You can now create and delete links between Oracle Field Service integrated work orders in Fusion Service and use the bi-directional sync to manage those links in Oracle Field Service. Links can be used to designate rules such as one work order can't be started until another is completed, one can only be started after another has been started or two work orders must be started at the same time. You can also designate rules such as two work orders must be performed by the same or different technicians and must be performed on the same or different days. Links can be created and deleted in either Fusion Service or Oracle Field Service and will be kept in sync.

Service Analytics

Run Select BI Scheduling Processes in Manual Mode

This applies if you are an existing customer running any or all of the following scheduled processes (ESS jobs):

• Incrementally Loads SR Audit data for BI Reporting
• Aggregate Service Requests
• Incrementally Loads Cross-Channel Interaction Data for Reporting
• Execute Incremental Load of HCM Person Mapping Data for Reporting

While the above auto-submitted jobs will continue to run as before, we recommend that you also run four corresponding replacement jobs that require manual submission. Manually scheduled jobs give you greater control. You will be able to cancel jobs, change their schedule intervals, or restart them as needed, without needing to contact Oracle.

Use BI Cloud Connector View objects for Service Data Extraction

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

• Action Plans
• Inbound Messages
• Milestone Coverages
• Queue Resources and Teams
• SR References
• SR Tags

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

Case Management

Enhanced Security for Case Management Users

Case Management security has been significantly enhanced with new functional privileges as well as new privilege checks for all actions in the Case List, Case Details, and Create Case pages. Discrete privileges ensure your Case owners have only appropriate functionality available to them. In addition to the new functional controls, a new searchable interface has been added for convenient access to the detailed audit history of the Case.

Enhanced Management of Case Households

Authorized case owners can view and edit Case Households details in a new, simplified experience. Edits can be made from the Case Details UI to all key information about a Household including owner, address and Contacts and Contacts' relationships to each other. Households allows Case owners to efficiently manage groups of related individuals and ensures accurate Household data for every Household associated with a Case.