Update 23C

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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Service Center

Service Request Management

Allow Service agents to create their personal signature

Service agents can now create their personal, rich text signature. The signature will automatically be inserted when agents compose a service request email message.

Update Multiple Records at the Same Time in Service Center List Pages

You can select more than one record from the service request list page and update them at the same time. For example, you might want to change the owner of multiple records or update the severity field value on all selected service request records at once. Additionally, you can select more than one record and perform the same action at the same time. For example, you can select more than one record and select the Delete action which will delete those selected records. The Delete action will only appear for those users who have the System Administration privilege.

Enable Supervisors and Administrators with an Enhanced User Experience for Service Center Administration

The Service Center Administration page enables managers and administrators that perform functional setup and configuration to access setup functionality from a simplified and easy to use launch page. Now frequent setup tasks can be accomplished without needing to enter the Setup & Maintenance application.

Enable modification of any field on posted SR Messages

Allow privileged users to edit all fields on any SR message of any type, including the PII checkbox. Frequently SR messages need to be modified to fix typos and errors or to just tag them as containing sensitive PII information. In previous releases, there was no mechanism to modify the attributes of a message after it has been posted, except by the creator. This enhancement enables your administrator to grant the ability to modify posted SR messages and thus improve the quality of the data.

Display Service Request activity data without live feed

In the Redwood user experience, there may be times when the activity stream is not available. In these cases, you still need the ability to access all aspects of service request data such as conversations, interactions and SR messages. For instances where the activity stream backend service is not available, you will see messages, conversations and interactions in separate tabs. You can access this alternate view by following a link provided on the Activity panel of the Service Request details page.

View recipient names in multiple formats for conversations message in Slack and MS Teams

You now have the ability to configure how recipient names should be displayed for conversation messages using both Slack and MS Teams. Recipient names can now be displayed using either the user's full name or their display name. You also can adjust both Slack and MS Teams to search for people using their full name or display name.

Extensibility

Create new pages using the Service Request Create fragment

System implementors can create new pages using the Service Request Create fragment, which encapsulates the create service request dynamic form, layout, and logic consistent with the standard Create SR page in the Service Center application. This feature provides flexibility for you to create new pages and leverage the same components used in the prebuilt service center page. In addition, fragments provide a new level of modularity, reusability, and manageability to the development experience.

Extend standard service center pickers & Create custom smart action to open an external application

In this release, we provide more flexibility for system implementors to extend contact and account field pickers on the service request create page and edit page. Actions such as configuring columns, search criteria, and performing an operation upon picker selection event are available. In addition, it is now possible to create a custom smart action that opens an external page in a new native browser tab from the service request detail page.

Identify the object view mode using the UI Events Framework

DataLoad is an object-level event that UI Events Framework has supported from its initial release. From this release onwards, we are adding a new method to the dataLoad event called getCurrentView. With this API, a user can attach a dataLoad event subscription to the object, and in response, it would get the currentView of it as detail or editable.

Service Channels

Enable agents to make themselves available for phone calls and chat from the global header

Your administrator can configure the application so that service agents can make themselves available for phone calls and chat from the global header.

Create channels without an associated Business Unit

Administrators can now create channels without associating them with a Business Unit. This will allow an organization that has implemented Business Units the ability to use a channel across multiple business units at the same time.

Enable Seeded Channels for Use Across Sales, Service, and Collaboration

Use seeded channels across Sales, Service, and Collaboration. When you set the Purpose code on a Channel to "All", you can use seeded channels with multiple features and applications.

Use email templates for sending outbound messages for both Contacts and Conversations objects

Email templates are currently supported for a variety of sales and service objects. This feature includes the ability to support email templates for messages that are sent out from the contact object and conversation message objects across both sales and service.

Increase the number of retries for failed inbound email messages

Automatically retry the processing of failed inbound email messages. Occasionally, an inbound email message will fail to process. To address this issue, the system will attempt to reprocess the message. This feature allows your administrator to increase the number of times the system attempts to process a failed message.

Omnichannel Framework

Provide Basic Agent Affinity Routing Using Service Request Number, Queue and Agent Fields

You can use agent affinity to route chat requests that contain a service request number to the agent that owns the business object.

Import/Export Interaction Participants object using the Import/Export Management tool

Administrators can now import and export Interaction Participants object using the standard Import/Export Management tool.

Work Order Management

Removed Some Required Fields on Service Work Order

Several fields currently required to create a field service work order are no longer required. This allows the creation of an unscheduled work order that has no resolution due, requested date nor requested time slot. It also allows the creation of work orders with no contact to support use cases such as servicing company-owned assets. The fields no longer required are:

• Resolution Due
• Requested Date
• Requested Time Slot
• Contact
• Contact Phone Number
• Address1
• Country
• Postal Code

You can still set these fields to required through configuration if needed to support specific business requirements. You can also make fields required by setting them in the work zone key. All fields included in the work zone key will also be required when creating a field service work order.

Case Management

Add Employees to Your Cases Directly from Your HR System

Case owners can use the new 'Add Employee' SmartAction from the Action Bar to directly view and select employees based on Oracle HCM employee records for their Cases. This new SmartAction compliments the existing 'Add Contact' and 'Add Employee Contact' SmartActions, providing easy options for every type of Case: customer-based, employee-based, and mixed workflows.

Once added to the Case, Employees will link directly to a new Employee Summary page.  This extensible page provides an easy way to see the Employee's service history, including recent Help Desk Requests and Interactions.

Use the Case List UI to Make Mass Updates to Your Cases

Case owners can now select multiple Cases in the Case List page and edit the attributes of those Cases in a single transaction, greatly simplifying common bulk changes to Cases.

In addition, the Case List page now includes an enhanced search experience, allowing easy, intuitive edits of filter criteria.