Cloud Readiness / Oracle Sales and B2B Service Cloud
New Feature Summary
  1. Update 19A
  1. Revision History
  2. Overview
  3. Oracle Sales Force Automation
    1. CX Foundation
        1. Adaptive Search and Workspace User Experience
        2. Actionable Infolets Summary Views
        3. Actionable Infolet Extensibility Enhancements
        4. Objectives on Business Plans Overview Tab
        5. Extensible Objectives
        6. Public Unique Identifier (PUID) Support
        7. Click to Dial
    2. Accounts, Contacts, and Households
        1. Smart Data for Accounts
        2. Smart Data for Addresses
        3. List View for Contacts Landing Page
        4. Asset RESTful Support and Quick-Create Assets
    3. Quotes and Orders
        1. Improved Product Data Synching Between Sales and CPQ Cloud
  4. Partner Relationship Management
        1. Custom UIs, MDF Integration with REST Services
  5. Customer Data Management
        1. RESTful Service to Create and Manage Resource Users
  6. Sales Performance Management
    1. Territory Management
        1. Simplified Geographies
    2. Incentive Compensation
        1. Ability to Deploy Credit Rules in Incremental Mode
        2. Rule Number for Incentive Compensation Rules
        3. Rules Hierarchy Details Reporting
        4. RESTful Services for Incentive Compensation Objects
  7. Enterprise Contracts
        1. Control Printing of Amended Contract Terms
  8. CX Cloud Mobile
        1. View and Share Quotes from Mobile
        2. Mobile Push Notifications for Sales Objects
  9. Oracle Sales Assistant
        1. Conversational Chatbot
  10. Sales Cloud for Office 365
        1. Sales Cloud for Office 365 Enhancements
  11. Configuration
    1. Application Composer
        1. Ability to Create and Migrate Custom Roles
        2. Page Title Configuration for Company-Defined Details Page Layouts
        3. Subtab Configuration for Company-Defined Details Page Layouts
        4. Scheduled Batch Processing of Custom Logic
        5. Extensible List of Values for Partners
    2. Simplified Setup
        1. Enhanced Configure Opportunities Setup Page
        2. Role Provisioning Rules for Loyalty Resource Roles
    3. Integrations
        1. Custom Business Objects Events
  12. Omnichannel Framework
        1. Multiple Notification Delivery Enhancements
        2. Capacity Override for Individuals
        3. External Routing Integration APIs
        4. Queue Overflows
        5. Focus Switch
  13. Service Channels
        1. Email Configuration and Validation
        2. Cross-Channel Interactions Expanded Support
  14. Knowledge Management
        1. Dynamic Tabs
        2. Adding Attachments to Knowledge Articles
  15. Service Request Management
        1. Parts Ordering for Service Requests Using Service Logistics
        2. Notification Preferences Enhancements
        3. Translation for Channel and Service Request Category Display Names
        4. Service Entitlements - Object Functions for Milestone Configuration
        5. Action Plan Usability Enhancements
  16. Service Analytics
        1. Analytic Enhancements - SR Tag Analytics, Action Plans and Responsive Sizing
  17. Digital Customer Service
        1. Oracle Digital Customer Service 19.1.1
  18. Field Service Integration
        1. Parts Ordering for Work Orders Using Service Logistics

Update 19A

Revision History

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

Date Feature Notes
26 APR 2019 Oracle Sales Assistant Updated document. Revised description.
21 FEB 2019 Oracle Digital Customer Service 19.1.1 Updated document. Revised feature information.
21 FEB 2019 Mobile Push Notifications for Sales Objects Updated document. Revised feature information.
25 JAN 2019 Conversational Chatbot

Updated document. Delivered feature in update 19A.

25 JAN 2019 Adaptive Search and Workspace User Experience Updated document. Revised feature information.
25 JAN 2019 Adding Attachments to Knowledge Articles Updated document. Revised feature information.
07 DEC 2018   Created initial document.


This guide outlines the information you need to know about new or improved functionality in this update.


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.

Oracle Sales Force Automation

CX Foundation

Adaptive Search and Workspace User Experience

The Adaptive Search and Workspace User Experience introduces role-based workspaces with this release. When users enter Workspace they see a work area specifically designed for their user role which includes a unique default saved search. Several preconfigured role-based Workspaces are provided. Partner Relationship Management capabilities are also available in Workspace, with support for the Partner and Partner Contact objects. Also available are preconfigured workspaces for three channel roles including Channel Account Manager, Channel Sales Manager, and Channel Operations Manager and three partner roles including Partner Sales Representative, Partner Sales Manager, and Partner Administrator. New administration capabilities and UI enhancements have been added to the Manage Saved Searches box. Administrators can use these capabilities to assign saved searches and default saved searches to user roles.

Additional Search Enhancements

  • Enhanced keyword search capabilities including support for fuzzy search, stemming and partial term matching.
  • Support for custom objects and fields in workspace.

NOTE: Workspace is available to customers participating in a preview access program. Apply for preview access on the “Search and Workspace User Experience” forum within the Engagement Cloud section of Oracle Cloud Customer Connect.

Actionable Infolets Summary Views

Using the summary views for leads and opportunities, salespeople can quickly view a summary of their leads and opportunities to get better oriented for their day. This feature also helps prioritize work and easily take action to help improve sales team efficiency and increase the sales pipeline.

The summary views available in actionable infolets for leads and opportunities, let salespeople:

  • View a graphical summary for leads and opportunities
  • Access summarized data for the top six lead and opportunity filters used
  • Prioritize work to address immediate actions required for lead and opportunity tasks
  • Perform infolet-level actions such as Create Lead, Create Opportunity, and Refresh.

Actionable Infolet Extensibility Enhancements

The enhanced actionable infolet configuration feature lets sales administrators:

  • Add predefined saved searches as view filters to the existing list of filters
  • Show or hide record-level quick actions

This enhancement lets salespeople personalize their actionable infolets, such as:

  • Use the show or hide feature to display only those fields that they need to see and use
  • Use show or hide to display only those "quick actions" that they need to see and use
  • Change the layout and size of columns, as well as the locations of the fields being displayed
  • Use their own user-defined saved searches as view filters
  • Define the number of records to display
  • Drill down to other objects from exposed dynamic choice list (DCL) fields

Objectives on Business Plans Overview Tab

Display objectives on the overview tab of business plans and allow salespeople to more quickly see and drill into objectives without the need to click on a separate subtab. In addition, more attributes are available on objectives, including account, product group, and geography.

Extensible Objectives

The model for objectives and objective splits is simplified to better support extensibility. You can now choose to enter objectives using only the Objective object. The dimensions of Geography, Product, and Account that were previously only available on the objective splits UI are now available on the objectives UI. This means a simpler user experience with fewer clicks, and allows you to take full advantage of the extensibility of objectives.

Public Unique Identifier (PUID) Support

Public unique identifier (PUID) functionality turns long, complex record database keys into values that are more easily read by users in the UI. All records in Oracle Engagement Cloud contain a unique primary key value. The applications use this system-generated value to efficiently access records throughout Engagement Cloud. But since these complex values are not well absorbed by users, PUIDs provide shorter, easier- to-absorb values. PUIDs are alternate keys that are exposed in the UI after you establish sequence generation. After setup, an appropriate, unique value is then defined for the PUID column.

PUID functionality defines the unique identifier for standard objects as well as custom standard objects in Oracle Engagement Cloud. Since these objects hold relationships with each other, the unique identifier for records in each object, regardless of relationship, recognizes the relationship as well.

PUID values are also used in RESTful web service calls and in the Standard Import process.

Click to Dial

Enable salespeople to initiate outbound calls and reach out to customers with a simple click of a phone number field in the applications. The sales applications then automatically log an activity and an interaction of the call when finished.

The Click-to-Dial feature is available for:

  • Accounts
  • Contacts
  • Activities
  • Leads
  • Opportunities

NOTE: The ability to make calls require an additional integration with third-party computer telephony integration (CTI) providers.

Accounts, Contacts, and Households

Smart Data for Accounts

Enable salespeople to search and select validated Dun and Bradstreet accounts using autosuggestion functionality. For validated accounts, the account data gets autopopulated into the fields so salespeople can quickly create an account without typing in account details.

Smart Data for Addresses

Enable salespeople to search and select validated addresses using type-ahead autosuggestion functionality with GBG Loqate data. The address data gets auto populated into the fields and salespeople can quickly add an address without keying in address details.

List View for Contacts Landing Page

Set the Contacts landing page to a list view by default for salespeople, instead of the current business card view.

Asset RESTful Support and Quick-Create Assets

The Asset REST API has been enhanced to include the ability to view Asset related Leads, Opportunities, Service Requests and Activities. It also allows the ability to filter Assets based on out of the box or custom Asset data. In an earlier release we introduced the ability to manage Activities for Assets, and with the this release, users are now able to quick create Activities for Assets.

Quotes and Orders

Improved Product Data Synching Between Sales and CPQ Cloud

Sales users can create quotes based on product data captured early on in the deal cycle. The product interest identified during lead nurturing and early stages of the opportunity are mapped to unconfigured models in Oracle Configure, Price, and Quote (CPQ) Cloud. When sales users create a quote from an opportunity, the application creates quote lines on unconfigured models that users can use to initiate the configuration.

Partner Relationship Management

Custom UIs, MDF Integration with REST Services

Build custom UIs and integrate with Marketing Development Fund (MDF) objects using RESTful services. REST services are now available for all MDF objects. These objects are:

  • Budget
  • Fund Request
  • Claim

Customer Data Management

RESTful Service to Create and Manage Resource Users

Use a RESTful service to create and manage users as resources. The Resource User service allows the creation of worker, person party, resource usage, and user provisioning, along with reporting hierarchy support. You can manage resource users to suit various business needs and to facilitate integration.

Sales Performance Management

Territory Management

Simplified Geographies

Reduce onboarding time and territory re-alignment overhead with the Simplified Geographies feature. Available for some Oracle Engagement Cloud territory implementations, this feature lets you decouple territory geography coverage and address assignment from the Oracle Customer Data Management geography master data. The decoupling lets administrators set up territories with fewer prerequisites and dependencies.

Incentive Compensation

Ability to Deploy Credit Rules in Incremental Mode

Run the Deploy Credit Rules process in Incremental mode, using one of the following UI tasks:

  • Deploy Credit Rules in the Participant Assignment work area
  • Run All Transactions Processes in the Credit and Earnings work area

Previously, the process could only be run in Total mode, meaning the entire set of rules were deployed. With this change, the process can be run in Incremental mode, which means only the changes done since the last deployment are processed. However, the end result is the same in both the modes.

You can still run the Deploy Credit Rules process in Total mode using the scheduled processes UI.

Rule Number for Incentive Compensation Rules

Use public unique identifier (PUID) functionality to generate rule numbers in Oracle Incentive Compensation. Rule numbers provide a meaningful reference to identify a rule, rather than using a complex record ID. Rule numbers allow reference information from the source system to be shown in Incentive Compensation.

Rule numbers are exposed on the UI as alternate keys. Using PUID functionality, the rule numbers are generated automatically by the application based on your sequence generator setup.

Rule numbers can also be provided by the calling program of web services during object creation. If not provided in this way, they are generated by the application using sequence generator setup.

Rule numbers are available for the following Incentive Compensation rule hierarchies:

  • Credit rules
  • Classification rules
  • Rollup rules
  • Team rules
  • Role assignment rules
  • Analyst hierarchies

Rules Hierarchy Details Reporting

Incentive Compensation Rules Real time OTBI Subject Area has been enhanced with the following capabilities to help a Plan Administrator better manage Incentive Compensation Rules that are defined in the application:

  • Report Parent qualifying criteria for a Rule independent of its assignments
  • Report Rules that have no assignments
  • Report rules that have from a Parent node

RESTful Services for Incentive Compensation Objects

View, build, and maintain Incentive Compensation business objects using these RESTful services:

  • Earnings: Get Incentive Compensation earnings.
  • Pay Groups: Create and maintain pay groups and assign roles to them.
  • Payment Plans: Create and maintain payment plans and assign roles to them.
  • Rate Table Values: Create and maintain rate table values for a rate table and scorecard.
  • Rule Hierarchies: Create and maintain classification rules, direct credit rules, rollup credit rules, team credit rules, analyst hierarchy rules, and participant assignment rules.

Enterprise Contracts

Control Printing of Amended Contract Terms

Contract layout templates determine how your contracts are presented, but now you have more control over how amendments made during the contract life cycle are presented. You can choose to print all of your terms and conditions while the full contract is under review, or, once the negotiation cycle is at a certain point, you can choose to print only the amendments made to the contract. You can do this easily on an individual contract without having to adjust the terms layout template tied to your contract type.

CX Cloud Mobile

View and Share Quotes from Mobile

Salespeople can quickly access quotes related to their accounts and opportunities from CX Cloud Mobile. Additionally, they can share the proposal document with the team for feedback, or email proposals to customers from the mobile app to speed up the negotiation cycle.

Mobile Push Notifications for Sales Objects

Engage sales representatives with split-second alerts to critical sales events that are instantly seen on the best digital real estate—the user's mobile screen, even when the device is locked. A notification is a message that appears outside the CX Cloud Mobile app; you don't have to be actively using the app or your mobile device to receive them.

Push notifications come from your company’s server. Once an Administrator enables Sales Mobile Notifications, they can define notification triggers as Groovy scripts in Application Composer based on their unique business requirements. When a condition is met, the server pushes updates to the user's device in real time. For example, the server automatically sends a message to a sales representative as soon as an Account, Contact, Lead or Opportunity has been assigned to them so they can nurture prospects into customers sooner.

You can see push notifications as a banner on the lock screen, at the top of the screen while using the device, and in your notification log. Push notifications look like Short Message Service (SMS) text messages, but they only reach users who have installed your app. Unlike texts, users can tap a notification to open your app to the related detail page. Compared to SMS, notifications are more straightforward to produce and cheaper than text messaging.

Use push notifications as part of your engagement strategy to drive adoption. Additionally:

  • Deliver up-to-the-minute alerts to mobile devices, even when those devices are locked, or the CX Cloud Mobile is not actively being used. 
  • Configure automated notifications that encourage recipients to focus on activities that will result in closing more deals.
  • Reduce turnaround on time-sensitive tasks with call-to-action messaging.

Both iOS and Android support push notifications.

Oracle Sales Assistant

NOTE: If you are interested in using Oracle Sales Assistant, apply for access on the Engagement Cloud – Oracle Sales Assistant forum on Oracle Cloud Customer Connect.

Conversational Chatbot

Integrate Oracle Sales Assistant chatbot with Oracle Engagement Cloud to let salespeople view and act on sales information via SMS. With Oracle Sales Assistant, users can:

  • Review sales information to help plan their day.
  • Get a briefing on their next sales appointment.
  • Follow up on appointments by logging call reports, scheduling appointments, and creating tasks.
  • View their pipeline for the current fiscal quarter (as well as other closed periods).
  • Act on opportunities, accounts, or tasks. For example, add notes to an opportunity or account, update a sales stage or close date, or mark a task as complete.

Sales Cloud for Office 365

Sales Cloud for Office 365 Enhancements

Several enhancement are available in Sales Cloud for Office 365. These enhancements are intended to simplify the home page and make better use of the space available in the side panel, as well as make the UIs behave more consistently with how the desktop/simplified UI behaves.

Specifically, the following enhancements are available:

  • The home page is redesigned to make better use of space and to enable better usability.
  • Setup of Sales Cloud for Office 365 is available in Setup and Maintenance (Functional Setup Manager).  
  • Email synchronization saves the email body as an attachment.
  • Task synchronization supports synchronization of all associated attachments.
  • Sharing of appointments and emails takes into account any configurations an implementation has done on the Activity object.


Application Composer

Ability to Create and Migrate Custom Roles

View and identify custom roles that are missing in the target environment but available in the source environment. This feature includes the ability to create custom roles in the target environment during the Configuration Set Migration (CSM) import process. Oracle Engagement Cloud, Oracle Enterprise Resource Management, and Oracle Supply Chain Management custom roles can be created prior to CSM import. This feature makes the CSM a more flexible migration tool, where missing roles are identified and created prior to import, thereby preventing errors upon CSM import.

Page Title Configuration for Company-Defined Details Page Layouts

Configure page titles for your company-defined detail page layouts. Configuring page titles lets you display additional and more relevant information to your users. This feature is available for standard and company-defined objects. You can choose a specific field and its label to be the title of the new page layout, and you can revert a configured title to its default value.

Subtab Configuration for Company-Defined Details Page Layouts

Set any subtab as the default subtab in your company-defined details page layouts. You can also reorder subtabs, including the Overview, Summary, and Profile subtabs. After configuration, the configured object's details page opens to the configured subtab. This feature is available for standard and company-defined objects.

Scheduled Batch Processing of Custom Logic

Call an object function at a scheduled time using the Enterprise Scheduler. This feature lets you process a set of records on a daily or weekly basis, asynchronously, when users do not need to see immediate feedback in the UI.

Extensible List of Values for Partners

Salespeople and channel manager can search for and associate records using relevant data from extensible lists of values for partners. They can use custom fields as search criteria and view custom fields in work area search results, letting them find and select the right records easily

In addition, administrators can:

  • Create dynamic, role-based layouts
  • Enable hidden standard fields for search within a list of values
  • Re-arrange fields in the search and results sections
  • Define default values for search fields
  • Mark certain fields as read-only or required

Simplified Setup

Enhanced Configure Opportunities Setup Page

The Configure Opportunities setup page is enhanced to display the sales stages associated with a given sales method. Administrators can view, update, or add new sales stages to the selected sales method before they set it as the default for their sales transactions.

Role Provisioning Rules for Loyalty Resource Roles

Oracle Loyalty Cloud customers can save time by taking advantage of predefined resource roles and role-provisioning rules for the Loyalty Program Administrator and Loyalty Marketing Manager. In past releases, customers had to create these resource roles and role-provisioning rules manually.


Custom Business Objects Events

Utilize autogenerated business events on custom objects for create and update operations. In Oracle Engagement Cloud, whenever you create a new custom object in Oracle Application Composer, the custom object is enabled to publish business events. The business events are designed to be used in the integration with Oracle Integration Cloud.

Omnichannel Framework

Multiple Notification Delivery Enhancements

In this release, Engagement Cloud provides alternate delivery formats when multiple notifications are sent to a user.

Today, if a user receives more than one browser notifications within the auto-dismiss timeframe, then a count of the notifications is displayed along with a link that opens a list page. This enhancement will allow for multiple notifications that are received to be individually stacked and when clicked the object will open in a dynamic tab for the user to review.

Administrators will be able to define the number of individual notifications a user will receive before a roll-up and count notification will occur.

Capacity Override for Individuals

In this release, Engagement Cloud is enhancing the Omnichannel  user capacity management.

As a Capacity Management FSM Administrator we are providing the ability to override the default capacity settings for individuals. Once the individual capacity settings for individuals has been enabled, Queue Administrators will see a new "Capacity ..." button on the Queue Dashboard. Upon clicking this new button, a dialog box will open where queue resources can have their capacity settings modified. These modified capacity values will then be used to override the global default values for work assignment.

External Routing Integration APIs

In this release, we are providing Third party REST APIs that will enable integration between Engagement cloud and ACD systems or external routing applications.

In order to use an external router, you must first enable Omnichannel. Once enabled, any queue can be configured to use Omnichannel routing or external routing. As a part of configuring a queue for external routing, you must also add agents on those queues to indicate what agents will be assigned work by your external router. Agents configured on external queues must also use partner toolbar to indicate their presence and availability for a particular channel. Omnichannel Third Party Routing APIs will send appropriate work events (e.g. new chat initiated, new SR created etc) to your external routing application. Once the external application makes a routing or assignment decision, it can take that work to agents via HTML5 notifications or via Multi-channel adapter framework notifications or via Omnichannel's offer management capability.

You may also configure a separate external router for each queue. Your external router or partner application must register with Omnichannel using Registration API, this allows Omnichannel to send appropriate events to the respective partner applications. 

Third party routing APIs are channel agnostic so the same APIs will support all of the real-time as well as non-real-time channels that your Engagement Cloud instance is configured with.

Queue Overflows

In this release, we are expanding Omnichannel functionality to support queue overflows.

Queue overflow allows to you configure backup queues, and in-turn resources, when currently assigned resources are not available or not able to keep up with incoming work. Typical scenarios include non-business hours when current resources may not be available or holiday season when current resources are over capacity and you need to maintain customer SLAs. Overflows enable you to bring in additional or backup resources dynamically in such situations.

Every Omnichannel queue can be configured with overflow queues and you can configure more than one queue as a backup. Once enabled, overflow allows you to choose from one or more conditions in which backup queues or resources are considered. Following overflow conditions are supported:

  • When no human agents are available in the current queue
  • When actual wait-time of incoming interactions exceed some value
  • When the number of pending interactions in the current queue exceeds some number

When one of the above conditions are met, Omnichannel expands the pool of agents to serve the current queue by including agents from overflow queues. If more than one overflow queue is configured,  Omnichannel considers them in the priority order in which they are defined or added. Please note that agents from an overflow queue will be considered only when there are no pending items in that queue i.e. when overflow queue has a spare capacity. If the first overflow queue does not have space capacity, the next one is considered, and so on. If no overflow queue resources can be considered, the item will stay in the current queue until capacity becomes available in the current queue or one of the overflow queues.

Focus Switch

Focus Switch

  • When a user switches the active engagement focus in Live Window (such as a Chat) the associated Engagement Cloud Application "tab" will be disclosed.
  • The Focus Switching is "limited' to the pages or tabs screen popped to when a new Chat arrives.  For example, the screen-pop could have been to a the Contact Tab or Service Request Tab.
  • Conversely, when a user navigates to a Engagement Cloud Application Tab, the focus switches to the relevant engagement slot (the relevant Chat).

Service Channels

Email Configuration and Validation

The administration of service email provides new enhancements that simplify the validation of the system configuration, reducing setup errors thereby accelerating your implementation time. Administrators can now more easily verify email channel configurations and proactively take corrective actions to fix any wrong or missing configuration.

Administrators can now perform the following functions:

  1. Validate channel setup - review the account name, business unit and stripe code of all email channels
  2. Validate inbound channel profile options
  3. Validate and register inbound access points
  4. Validate outbound and inbound email flow by easily sending a test outbound message and verifying that inbound test messages are received

You can access this feature through a new setup task in Setup & Maintenance named "Manage Email Configuration, Registration, and Validation"

Cross-Channel Interactions Expanded Support

In the current release of Engagement Cloud, the existing support for cross-channel interactions has been expanded. As an administrator, you can now track not only the creation or update of service requests, but also the creation or update of opportunities, leads, activities, and work orders that occur as part of a real-time communication with a customer, such as a call or chat.

Knowledge Management

Dynamic Tabs

In this release, we increase efficiency and productivity of authors by improving design and functional consistency of the authoring application. Key features include:

  • Dynamic Tabs: Authors can now open articles in multiple tabs simultaneously, making it possible for them to create or update more than one article at a time, and to refer to existing articles as they work. This feature speeds up the authoring process, reduces the time spent searching and clicking to review existing articles, and helps authors ensure knowledge consistency and quality. 
  • Title Bar and Article View: The article view page has been enhanced to include the most important article information in the first view, so that authors immediately see the most relevant information. 
  • Author Comments in Translate Flow: Translators can now add notes during the translation process that can later be viewed by authors.

Adding Attachments to Knowledge Articles

Authors can now attach documents to knowledge articles. They can add or remove attachments when they create, update, and translate articles. Agents can download or view attached files while working on service requests, and end-user customers can download or open the attached files using Oracle Digital Customer Service.

Administrators can enable the ability to add attachments to any content type, and can control the types of files that authors can attach. Developers can use an API to upload attachments and import documents with attachments.

Service Request Management

Parts Ordering for Service Requests Using Service Logistics

With parts ordering using Service Logistics, now a service agent can order parts when resolving a Service Request.

When a service request requires parts to resolve the problem, an agent can easily record the required parts, determine the availability dates for those parts from a variety of sources, and then order those parts for the service request. Within Service Logistics, parts can then be shipped directly to the customer. The service agent can also initiate a Return Material Authorization (RMA) and communicate the return instructions to the customer.  Because all of these activities are possible from within the service request, issues can be resolved quickly and correctly.

Notification Preferences Enhancements

In this release, Notification Preferences introduces several new enhancements that enable your business users to more quickly and easily define specific notifications, while also expanding existing functionality with respect to potential recipients and delivery channels.

The enhancements in this release include:

Notification Preferences Administration Moved to the Tools Menu:

  • In previous releases, administrators had to access the Notification Preferences page through Application Composer. This required that user to be in a sandbox. With this release, the Notification Preferences page has been moved under the Tools menu on the main navigation. This allows business users that do not have access to Application Composer and sandboxes to make changes and add additional notification preferences.

Notification Preferences Recipient Enhancements:

In this release, Notification Preferences is enhanced to include more recipient options. Administrators can now add the following recipients to a predefined notification:

  • Assigned To Manager: Manager of the Assigned To resource on a service request.
    • Example: If an SLA milestone is about to expire and immediate attention is required, the manager of the assigned resource can be informed.
  • SR Team Members: Additional resources that have been added to a service request under the Team sub-tab.
    • Example: If you have a team of resources collaborating on a service request and a trigger such as the service request escalating to Critical status happens, the entire team can be informed.
  • Queue Owner:
    • Example: If your organization uses manual assignment, each queue owner can be informed when a new service request is associated to one of his or her queues.

Omnichannel Integration with Notification Preferences:

This enhancement to Notifications Preferences enables administrators to specify the Omnichannel toolbar notification on the desktop as a delivery channel. When a predefined trigger is executed, selected users that are signed in to the Omnichannel toolbar will receive a real-time popup notification on their desktop. This notification alerts users about the update, such as a new service request assignment, and allows them to take immediate action.

Translation for Channel and Service Request Category Display Names

Channel and Category display names can now be translated into other languages. Once the translated strings are entered into the application, the application will display the translated value on various pages (such as the Edit Service Request page) based on the preferred language of the logged in user.

Service Entitlements - Object Functions for Milestone Configuration

Service Entitlements allow tracking of milestones against a service request to measure adherence to Service Level Agreements. This release provides additional functionality to the existing milestone configuration, allowing you to use object functions written in Groovy to express more complex start, pause, and stop criteria for milestones.

When configuring the milestone start, pause, or stop conditions, you can specify a logical condition in the form <attribute> <comparison operator> <value(s)>; for example you can specify "Status Type" (attribute) "Is One Of" (operator) "Closed, Resolved" (values) as the completion criteria for the Resolution Milestone. You can also specify a static predefined condition such as "User Sends Response", which will evaluate to true as soon as any user sends a response message.

With Object Function support provided in this release, you can now specify an administrator-defined object function similar to a static condition in the Milestone Configuration start, pause, and stop criteria. When an object function is written on the service request object to return a boolean value, the function will be available as start, pause, and completion criteria. Like the static conditions, when an administrator-defined object function is chosen, the Operator and Values are not required. When the function returns true, the start, pause, or completion criteria specifying that function will be triggered.

Action Plan Usability Enhancements

This release introduces several enhancements to the administration of Action Plans including:

  • Link from Actions to Global Status Mapping:  From the administration of Action Plan Actions, navigate directly to the global status mapping table to review or make changes to global mappings when creating and editing actions.
  • Configure the Monitor Action Plan scheduled process: Define the number of scheduled process work threads that can be executed for the action plan process, and cancel the Monitor Action Plan Actions process if required.
  • Action Plan Modifications: View modifications to the Action Plan table in the diagram view.
  • Error Handling Reports for Actions and Templates: Easily track action and template issues where related objects cannot be created due to mapping errors with the error handling reports.

Service Analytics

Analytic Enhancements - SR Tag Analytics, Action Plans and Responsive Sizing

Service Analytics adds several enhancements in this release, including reporting using Service Request tags, Action Plan analytics, and responsive report sizing.

Service Request Tag Reporting

The Service Request tag feature introduced in 18C enables service agents and other users to create and associate multiple tags to SRs, which gives flexibility to self-organize SRs for a variety of purposes.   By applying service request tags consistently, the new OTBI subject area enables you to create SR analyses based on associated tags, yielding more valuable insights into support quality, delivery and overall service performance. 

Action Plan Analytics Enhancements

Action Plan analytics has been expanded with new pre-built infolets and reports help your managers monitor action plans related to SRs, with an added focus on those actions that are past due.  Similarly, your agents can access their own reports of action plan actions to enable them to pay prompt attention to SRs with past due actions.

Responsive Sizing

Responsive sizing ensures that when your business users are viewing a report on their chosen devices (laptop, mobile or tablet), the report or chart automatically resizes to fit the screen of the chosen device.  This eliminates the need for horizontal scrolling in report views and avoids distorted images in chart views. Responsive sizing has been enabled on select pre-built analytics to provide a user friendly UI experience.

Digital Customer Service

Oracle Digital Customer Service 19.1.1

Oracle Digital Customer Service can now be deployed as a visual application on Oracle Visual Builder. Version 19.1.1 of Oracle Digital Customer Service is compatible with Oracle Engagement Cloud 19A.

The Oracle Visual Builder application designer now supports creating richer user interfaces using visual applications. Visual applications provide access to a broader set of Oracle JET UI components, direct access to the source code of your page, GIT based source control, easier localization and a more robust visual development environment.

Oracle Digital Customer Service 19.1.1 allows you to do the following:

  • Quickly get an application up and running.
  • Efficiently brand your application to match your company’s website.
  • Easily translate your application into multiple languages.
  • Conveniently manage the source and versioning of your application using Git.
  • Embed syndicated chat on any web page
  • Readily access a reference implementation template with a modern and responsive design. The reference implementation template serves as a starting point for companies to develop a self-service portal for Oracle Engagement Cloud and exposes the following capabilities to customers:
    • Access knowledge and knowledge attachments
    • Submit service requests
    • Review and update service requests
    • Add and view attachments to service requests
    • Chat with a support agent
    • Register for a new self-service user account
    • Manage self-service registrations (administrators)
    • Manage self-service users (administrators)
    • Support for cobrowse

Field Service Integration

Parts Ordering for Work Orders Using Service Logistics

With parts ordering using Service Logistics, now a service agent can order parts when scheduling a Work Order. 

When a Field Service Work Order requires parts to resolve the problem, the service agent that submits the Work Order request can easily record the required parts, determine the availability dates for those parts from a variety of sources, order those parts for the Work Order, and schedule the field technician based on expected arrival date of the parts. Within Service Logistics, parts can then be shipped directly to the customer or to a field technician to perform the work.  The debrief feature in Service Logistics also allows the technician to update customer asset information and record the required billing information for parts and labor as part of the work debrief.

This integrated Service Logistics process benefits service agents, field service technicians, and, most importantly, the end customer.  Because full parts ordering information is available during Work Order submission, this simplifies the process for the service agent to ensure that all required parts are available at the requested time of the field service activity.  The service agent also gains visibility to parts availability and pricing to help set proper expectations with the customer prior to performing the work.  The field service technician benefits by having more reliable parts delivery and the submitted work order details provides additional information about the required parts.  Finally, more consistent execution improves the overall customer experience and increases the likelihood that that each customer's issue will be properly resolved in a single visit.