Oracle Engagement Cloud - Sales and Service
New Feature Summary
  1. Update 19C
  1. Revision History
  2. Overview
  3. Engagement Cloud Foundation
    1. CX Foundation
        1. Access In-Context Audit with Change History
        2. Initial Release of Oracle Augmented Reality Accelerator
    2. Accounts, Contacts, and Households
        1. Leverage DataFox Data Enrichment
    3. Resource
        1. Use Role Assignment Validations
  4. Oracle Sales Force Automation
    1. Leads and Opportunities
        1. Configure Opportunity Best Sales Action in a Single UI
    2. Sales Catalog
        1. Use Import Management for Products, Price Books, and Promotions
        2. Leverage PUIDs When Importing Product and Price Book Children and Related Objects
        3. Use PUIDs in REST APIs for Children and Related Objects of Products, Price Books, and Promotions
    3. Adaptive Search - Workspace
        1. Create Opportunities with Quick Actions on Workspace
        2. Adaptive Search Supports Aggregation Computations in Database
        3. Leverage New Aggregations for Adaptive Search
  5. Sales Performance Management
    1. Territory Management
        1. Enable Active Territory Version Updates
        2. Update Active Territories Using Export and Import Management
    2. Sales Forecasting
        1. Use Advanced Sales Forecasting
    3. Incentive Compensation
        1. Personalize Parts of Variable Compensation Plans
        2. Use Incentive Compensation Rate Table Subject Area
        3. Import Incentive Compensation Transactions Using Import Management
        4. Purge Incentive Compensation Process Audit Logs
  6. Sales Analytics
        1. Use Partner Program Benefits Reporting
        2. View User Login Metrics in User Adoption Reporting
  7. CX Cloud Mobile
        1. Define a Map Radius for Around Me
        2. View Recently Selected Products in Picker
        3. Configure Multi-Select Status for Lead Saved Searches
        4. Mobile App Prompts for User Feedback
        5. Enable Text Entry in Account and Primary Contact Fields
        6. Leverage Enhanced Capabilities in Custom Scripts
  8. Oracle Sales Assistant
        1. Act Directly on Opportunity, Account, and Contact Records
        2. View and Act on Contact Records
        3. Email Documents for Opportunity Active Quotes
        4. Get Briefed on Next and Current Appointments
        5. Show Opportunities Based on Amount, Close Date, and Sales Stage
  9. Partner Relationship Management
        1. Channel Partners Can Access Knowledge Articles
        2. Make Partner Contact Optional for Active Partners
  10. Customer Data Management
        1. Customer Data Management Usability Enhancements
        2. REST APIs Available for Duplicate Resolution Links and Non-Duplicates
        3. Enable Customer Data Quality Match Scoring Service with REST APIs
        4. Import and Export Management Supports Data Quality Links, Non-Duplicates, and Resolution Requests
  11. Enterprise Contracts
        1. Use New Actions in the Contracts Word Add-In
        2. Maintain Consistent Clause Numbering with Microsoft Word
        3. Use the Amendment Effective Date in Contract Terms
        4. Generate Data Model XML
  12. Oracle Policy Automation
        1. Personalize Connector Attachments
        2. Create New Top-Level Records in Engagement Cloud Using Guided Interviews
        3. Load the ID of Records Created by Oracle Policy Automation Interviews
        4. OPA CCA Component for Engagement Cloud Interviews in DCS
  13. Knowledge Management
        1. Expand Knowledge Locales
        2. Display File Attachments in Search Results on Service Request Knowledge Panel and My Knowledge
        3. Application-Striped Content Types
        4. Native FA User Management in Knowledge
        5. Customer-Selected Industry Dictionary
        6. KM Analytics Ratings Likes and Dislikes
        7. KM External Content Search
        8. New Knowledge Analytics Dashboard
        9. Configure Work Starvation Prevention
  14. Service Request Management
        1. Access Installed Base Asset Details from Service
        2. Send Email to Any SMTP Address
        3. Email Handling of Matching Partner, Resource and Customer Contacts
        4. Enhanced Dynamic Tab Support for Opportunities and Leads in Service Request and Adaptive Workspaces
  15. Omnichannel Framework
        1. Use CKEditor Formatting in Chat Live Window
  16. Field Service Integration
        1. Notification Support for Work Orders
  17. Service Analytics
        1. Analyze Service by Install Base Assets
        2. New Cycle Time Metrics
  18. Digital Customer Service
        1. View File Attachments and Web Content in Knowledge Search Results
        2. New Digital Customer Service Components
        3. Automatic Hyperlinks in Chat and Service Request Messages
  19. Engagement Cloud Configuration
    1. Application Composer
        1. Configure Default Sort Field and Order for Company-Defined Subtabs
        2. Enable or Disable Custom Logic for Import
        3. Opt In to Unified Sandboxes
    2. Integrations
        1. Import Hierarchies and Hierarchy Members
        2. Re-Activate Inactive Origin Systems
        3. Disable Agreement Object in "Classic" File Import/File Export

Update 19C

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
30 AUG 2019 Send Email to Any SMTP Address Updated document. Revised feature information.
30 AUG 2019 Leverage DataFox Data Enrichment Updated document. Delivered feature in update 19C.
26 JUL 2019 Use Advanced Sales Forecasting Updated document. Delivered feature in update 19C.
21 JUN 2019 OPA CCA Component for Engagement Cloud Interviews in DCS Updated document. Delivered feature in update 19C.
21 JUN 2019 Use CKEditor Formatting in Chat Live Window Updated document. Delivered feature in update 19C.
21 JUN 2019 Use Role Assignment Validations Updated document. Revised feature information.
21 JUN 2019 Configure Work Starvation Prevention Updated document. Revised feature information.
21 JUN 2019 Opt In to Unified Sandboxes Updated document. Revised feature information.
21 JUN 2019 Create New Top-Level Records in Engagement Cloud Using Guided Interviews Updated document. Revised feature information.
21 JUN 2019 Personalize Connector Attachments Updated document. Revised feature information.
21 JUN 2019 Use Partner Program Benefits Reporting Updated document. Revised feature information.
21 JUN 2019 Office 365 Sync Monitor Removed feature from update 19C.
07 JUN 2019   Created initial document.

Overview

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

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.

Engagement Cloud Foundation

CX Foundation

Access In-Context Audit with Change History

Access the change history of business objects in the context of the business transactions themselves. You can configure the Change History subtab for each supported business object, allowing for consistent, readable, and easy-to-understand change audit for the object. The application shows the change history in the context of the current object record. Users also can easily perform targeted searches on changes to the business object.

By default, the Change History subtab displays the changes on a business object and any child objects for the last 30 days. The changes are displayed in reverse chronological order.

The application groups and displays, in a user-friendly manner, all of the fields for an object modified in a single change action, making it easy to understand the changes. There is no need for a user to consult other users or the administrator if he needs to know how the business object is in the current state.

The change history also allows the business to meet various compliance and contractual requirements to track changes on a transaction.

When a business user sees an unexpected change on a business object, he can quickly zero in on the change using the search region in the Change History subtab. He is able to query the change by Date, User, Action, Modified Object, Name, Field, Old Value, and New Value.

You can use in-context audit on these standard objects:

  • Accounts
  • Contacts
  • Opportunities
  • Leads
  • Activities
  • Deal Registration

You can also use in-context audit on company-defined objects.

Initial Release of Oracle Augmented Reality Accelerator

Oracle envisions a future where the existing paradigms of self-service, assisted service, and field service are enhanced or replaced by tools and content that enable faster resolution across a broad set of skills. Spatial computing is a fundamental user interface shift where computing and data visualization are seamlessly blended with the real world. Augmented reality (AR) and virtual reality (VR) are two aspects of spatial computing and both are quickly entering our personal and business lives. Augmented reality, coupled with Oracle’s cloud products, gives today’s modern, mobile-enabled users new contextual insights. AR-enabled owners, technicians, and service organizations will glean insights from Connected Data hosted in Oracle’s Cloud, opening the door to new levels of productivity gains. AR-connected experiences deliver the ability to contextually engage with the physical world to learn, understand, and resolve items. The telemetry data generated by smart-connected devices supports the ability to virtually peer inside physical devices and interact with their “digital twins”. Processes like operation, modification, diagnosis, maintenance, and repair will be delivered through AR-guided interactions that overlay the physical world. Education and training will happen on-demand, enriching even novice personas’ skills to quickly familiarize them with device configuration, operation, and repair.  

Oracle is excited to deliver an AR accelerator to the market that demonstrates software development paradigms and concepts that merge spatial computing with the rich Oracle Cloud software capabilities and data. The Oracle AR Accelerator demonstrates how service interactions, knowledge content, interactive procedures, integrated channels, and 3D animations are enabled by Oracle cloud technologies. The accelerator is comprised of example open-source code, documentation, and integration examples that enable organizations to jumpstart their development of AR experiences. AR-driven workflows support business-to-business and business-to-consumer self-service, field service, and assisted service use cases and can be tailored to an organization’s unique requirements. AR experiences delivered on modern mobile platforms will place Oracle customers on the forefront of capturing productivity gains and delivering the rich user experiences customers expect.

Accounts, Contacts, and Households

Leverage DataFox Data Enrichment

Use Oracle DataFox to enrich your accounts and increase your sales. Leverage Oracle DataFox’s enriched data set about companies and signals to identify and prioritize prospects.

You must subscribe to Oracle DataFox and get your administrator to integrate with Oracle DataFox to get started.

Resource

Use Role Assignment Validations

Use the child object Resource Role Assignment, available in the Resource object. Create a custom solution by adding validations in Application Composer with Groovy scripting. For example, if you don't want your sales administrators to assign any specific roles to themselves or other resources, then you can add a validation in Application Composer for the Resource Role Assignment.

Oracle Sales Force Automation

Leads and Opportunities

Configure Opportunity Best Sales Action in a Single UI

Configure the Oracle Adaptive Intelligence Best Sales Action feature for opportunities in a single UI. You access the UI using the Configure Best Sales Action task in the Sales Adaptive Intelligence functional area in Setup and Maintenance.

Here are some configuration options:

  • Specify when the application should send an alert, depending on how large the difference is between predicted win probability and salesperson-provided win probability.
  • Determine which types of recommended actions to enable, and refine the text of each action and related explanation. This configuration lets you show your organization’s business policies with added precision.

Sales Catalog

Use Import Management for Products, Price Books, and Promotions

Use Import Management to import products, price books, and promotions data.

Leverage PUIDs When Importing Product and Price Book Children and Related Objects

Leverage public unique ID (PUID) values when importing Product and Price Book child and related objects.

Use PUIDs in REST APIs for Children and Related Objects of Products, Price Books, and Promotions

Leverage public unique ID (PUID) support in REST APIs for the child and related objects of Products, Price Books, and Promotions.

Adaptive Search - Workspace

NOTE: Workspace is available only to an initial set of early adopters. If you are interested in becoming an early adopter, apply for access on the Engagement Cloud - Search and Workspace User Experience forum on Oracle Cloud Customer Connect.

Create Opportunities with Quick Actions on Workspace

Create an opportunity on an account and contact from the quick actions menu in Workspace, without having to drill into the respective record. This feature improves productivity by eliminating additional clicks to access the details pages.

Adaptive Search Supports Aggregation Computations in Database

Adaptive Search supports relevant aggregated fields for objects that are aggregated over their child or related objects, for example, the last interaction on an account or the number of completed interactions. The newly supported aggregated attributes are: 

  • Account: Last Call, Last Email, Last Interaction, Next Task, Calls, Emails, Interactions, Open Leads, Open Opportunities, Open Pipe
  • Contact: Last Call, Last Email, Last Interaction, Next Task, Calls, Emails, Interactions, Open Leads, Open Opportunities, Open Pipe
  • Leads: Last Call, Last Email, Last Interaction, Next Task, Calls, Emails, Interactions
  • Opportunity: Last Call, Last Email, Last Interaction, Next Task, Calls, Emails, Interactions, Assets, Competitors, Quotes, Service Requests

Leverage New Aggregations for Adaptive Search

The application supports three new aggregations for Adaptive Search and Workspace. These are:

  1. Number of products for an opportunity
  2. Number of contacts for an opportunity
  3. Number of contacts for an account

All three of these follow the pattern that the application computes them using data available on the object itself, providing real-time updated values.

Sales Performance Management

Territory Management

Enable Active Territory Version Updates

With active territory version updates enabled, the system updates the current territory with any proposed changes in a consistent manner, regardless of whether you make the change using the classic or simple UI, or using import or REST/SOAP services.

This feature improves the overall performance of the system by avoiding the creation of new territory versions each time you activate a territory proposal. Any changes to the territory header, such as changing the territory owner, automatically changes the transactions users can see, without the need to run assignment. Any changes to the territory header, such as changing the territory name, are also automatically reflected in any custom territory lookups. If you have enabled audit for territories, the audit shows any changes made during the proposal activation.

Update Active Territories Using Export and Import Management

Make mass updates directly to active territories, their team members, and territory coverages using Import Management and Export Management. There is no need to import these updates within a proposal. This approach is ideal if you want to add or remove specific team members or swap one dimension member for another, such as changing Product A to Product B. You simply export the territory or team or coverage records in a single file, make the necessary updates, and then use import management to create and monitor the import activity.

Sales Forecasting

Use Advanced Sales Forecasting

Advanced Sales Forecasting provides a robust platform for the sales forecasting process, allowing multidimensional sales forecasting across territories, products, accounts, channels, or other custom dimensions. It offers sales teams connected sales planning with integration between Quota Planning, compensation planning, and sales forecasts. With Advanced Sales Forecasting, you can plan at the weekly or monthly level, and use a rolling forecast if your business requires it. It offers these key features:

  • Delivered best-practice content for sales forecasting and analysis, including metrics, KPIs, and measures to help data-driven sales forecasting across the Sales hierarchy
  • Extensibility using the Planning Cloud platform, allowing additional configurations such as custom forms and dashboards, measures, dimensions, navigation flows, and Groovy rules for custom calculations
  • Ability to adjust forecast commitment at the territory level or detailed level (by product or account, for example) to facilitate collaborative data-driven forecast commitment
  • Predictive Planning to take the guess-work out of your forecasting
  • Smart View, which provides a common Microsoft Office interface designed specifically for Oracle Enterprise Performance Management Cloud services, including Oracle Sales Planning Cloud
  • Instantaneous aggregations and reporting using the supplied reporting cube
  • Advanced Sales Forecasting ensures greater reliability in your forecasts, and accountability and collaboration between sales management and sales reps.

Incentive Compensation

Personalize Parts of Variable Compensation Plans

Individualize either rates or targets for your participants. This option reduces the administrative workload for short-term incentive plans, such as contests, by allowing your plan administrator to update the non-individualized component for all participants, in one place. Additionally, your IT administrator can even set a default value for new records.

Use Incentive Compensation Rate Table Subject Area

Use the Incentive Compensation - Rate Table Real Time subject area to report on rate table details, including rate dimensions and tier values.

Import Incentive Compensation Transactions Using Import Management

Import Incentive Compensation transactions using Import Management.

Purge Incentive Compensation Process Audit Logs

Purge old incentive compensation process audit logs using the Purge Incentive Compensation Process Audit Logs process. Old logs can slow down application behavior in the View Process Logs UI.

The application creates process audit logs if you have enabled the Enable Debug Mode (CN_DEBUG) profile option. The app is then in debug mode, meaning each Incentive Compensation process records detailed logs. You can use these logs to troubleshoot your configuration and transactional activities.

The Purge Incentive Compensation Process Audit Logs process deletes audit logs that are older than 45 days. Note that the process runs for a limited time and may need to be submitted more than once to fully purge the old logs.

The process also evaluates how long debug mode has been enabled -- if it's been enabled for more than seven days, the process automatically updates the profile option value from Yes to No. You set the profile option using the Setup and Maintenance, Manage Incentive Profile Values task.

Sales Analytics

Use Partner Program Benefits Reporting

Use the subject area Partners - CRM Partner Program Benefits to report on partner program benefits, including:

  • Benefit details
  • Benefit value
  • Assignments

View User Login Metrics in User Adoption Reporting

In User Adoption reporting, view two new metrics that show the number of logins and total login session duration. The metrics are available both for logins from the web applications and from Office 365.

CX Cloud Mobile

Define a Map Radius for Around Me

Define a map radius on the mobile app within which to view accounts, contacts, leads, and so on, in the Around Me view.

View Recently Selected Products in Picker

When selecting products, view a list of recently selected products, rather than having to navigate to the catalog. When you select products in the CX Cloud Mobile app while managing leads, opportunities, deals, and so on, the app automatically maintains a list of the top five recently selected products. You can still select products from the list or navigate the product catalog to make selections.

Configure Multi-Select Status for Lead Saved Searches

Configure and create saved searches for leads, with the ability to map multiple statuses within every saved search criterion. 

Mobile App Prompts for User Feedback

When you use the CX Mobile app, you'll start seeing a prompt after finishing a save action. The prompt asks you for your feedback on the app. You can give feedback in the form of a "Like" scale star rating. The feedback range is from 1-5, with 1 indicating a low score and 5 for a high score.

Enable Text Entry in Account and Primary Contact Fields

You can enable or disable the entry of free-form text in the Account and Primary Contact fields in the create and edit pages of Leads and Deal Registrations.

Leverage Enhanced Capabilities in Custom Scripts

Leverage the following new capabilities in the CX Cloud Mobile custom scripts framework:

  • Mark a field conditionally read-only.
  • Use getUserProfileOptions(userProfile) to read a subset of profile options that are available in CX Cloud Mobile.
  • Check for a user's role within a script using isRoleAssigned("<role name>") API. Use this API to make role-specific customization changes.
  • The application has better checks for scripts which can run forever (infinite loop) or may have nested functional calls that may result in a infinite loop.

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.

Act Directly on Opportunity, Account, and Contact Records

Users now have the ability to directly perform an action on an opportunity, account, or contact record. For example, they can add a note, update an opportunity, close an opportunity, view recommended actions, or view quotes without having to first see details of the record.

This direct update ability improves interactions between users and the Sales Assistant, since it allows them to quickly and efficiently do what they need to on their opportunity, account, and contact records. Taking direct actions will become more and more useful as users become familiar with the actions supported by the Sales Assistant.

View and Act on Contact Records

Users can ask the Oracle Sales Assistant for details about a contact. The Sales Assistant responds with contact details, such as name, email, phone number, affinity, etc.

Users can also add a note to the contact record, view the account associated to the contact, as well as view the open opportunities that the contact is a part of.

Email Documents for Opportunity Active Quotes

In Oracle Configure, Price, and Quote (CPQ) Cloud, administrators can add email actions to the quote so users can email documents directly from CPQ Cloud.

After you integrate Oracle Engagement Cloud with Oracle CPQ Cloud, users can access the email actions using Oracle Sales Assistant. Users simply ask the assistant to trigger the email actions, which sends the documents without having to access CPQ Cloud on the web.

Get Briefed on Next and Current Appointments

Late for an appointment? Oracle Sales Assistant takes into consideration that users may be late to their "next" appointment and want a quick briefing of it. The assistant shows the briefing for the appointment which has just begun, with the option to view the briefing of their "next" appointment that has not started, if that is of interest.

During an appointment, users can also ask for a briefing of their current appointment, so they can get a quick re-cap of the current appointment and the objectives of the current appointment.

Show Opportunities Based on Amount, Close Date, and Sales Stage

Prior to this release, users could ask Oracle Sales Assistant to show their open opportunities in their pipeline for a specific closed period, such as current fiscal quarter or current quarter.

Users can now ask the Sales Assistant to show opportunities in their pipeline based on amount, close date, and sales stage. For example, "Get opportunities closing 07/02/19.".

NOTE: You must configure Adaptive Search in Oracle Engagement Cloud to use this feature.

Partner Relationship Management

Channel Partners Can Access Knowledge Articles

Channel partners can access external support and service knowledge articles that the brand owner has provided. Partners can go into the app find the latest product content, knowledge articles, and how-to guides using My Knowledge menu item.

Make Partner Contact Optional for Active Partners

Create and maintain active partners without a partner contact. You can also delete a partner contact who is the head of the partner organization, after all other partner contacts have been deleted.

Customer Data Management

Customer Data Management Usability Enhancements

This release contains a number of general usability and consistency enhancements to the Customer Data Management Duplicate Resolution screens, such as allowing the explicit selection of the merge master record while manually creating a duplicate resolution request, allowing direct resubmission of previously rejected merge requests, and showing parties' additional identifiers in the duplicate resolution request layout.

REST APIs Available for Duplicate Resolution Links and Non-Duplicates

Use REST APIs to query, create, and update data quality links and non-duplicates.

Enable Customer Data Quality Match Scoring Service with REST APIs

In this release, we have enhanced the Account and Contact REST APIs to support Data Quality Match Scoring. You can now use these APIs to identify scored duplicate candidates for accounts, contacts, and addresses and contacts within a given account.

Import and Export Management Supports Data Quality Links, Non-Duplicates, and Resolution Requests

Import Management supports Duplicate Resolution Links and Non-Duplicates, and Export Management supports Duplicate Resolution Links, Non-Duplicates, and Resolution Requests.

Enterprise Contracts

Use New Actions in the Contracts Word Add-In

Use the Oracle Contracts Add-in for Microsoft Word to add approved clause text from the Terms Library into your downloaded contract, regardless of the contract source type.

You can also download, edit, and upload your changes directly from the Microsoft Word Add-in on a contract document created using a simplified terms template.

Maintain Consistent Clause Numbering with Microsoft Word

Maintain consistent numbering for clauses and sections in a contract regardless of whether you edit a contract in the application or in Microsoft Word. You can now keep your contract numbering in sync across the Contracts application UI, the PDF document preview, and in Microsoft Word, even if you skip numbering or suppress section names or clause titles.

Use the Amendment Effective Date in Contract Terms

When amending a contract, the amendment effective date is required when you validate and submit your contract changes. For contracts with billing integration, an amendment effective date in the past may unintentionally initiate reprocessing of billing transactions and generate credit memos. To handle this situation, a warning has been added when this date is in the past.

A contract variable is now available for the amendment effective date, which you can embed in your contract terms. This variable value is only printed when the contract has completed the amendment process.

The BI Publisher field for the amendment effective date has been added to the Amendment Summary in the standard contract layout templates.

Generate Data Model XML

Download the latest contract data model fields in an XML file. You can use this downloaded file to select the standard and custom fields you want to publish when previewing or printing your contracts.

Oracle Policy Automation

Personalize Connector Attachments

Customers who use Policy Automation interviews to collect information and generate documents can now enjoy the freedom to attach these documents to top level or child records and to give these generated documents a meaningful name. For example, when using OPA to create a new Service Request, proof of purchase can be uploaded and attached to the Service Request while a pre-filled refund form may be generated, prefixed with the customer name and attached to a specific Activity on the Service Request. 

Create New Top-Level Records in Engagement Cloud Using Guided Interviews

For detailed question branching, decision guidance and related flows, Oracle Policy Automation interviews can now collect information and create new records in Engagement Cloud without prior loading of data. For example, OPA can be used to log an Opportunity directly from a Service Request workspace. 

Load the ID of Records Created by Oracle Policy Automation Interviews

When using Oracle Policy Automation interviews to create new records in Engagement Cloud, the record ID can now be returned and displayed to the end user. This allows agents to more easily find the newly created records, and end users to quote the record ID in subsequent interactions.

OPA CCA Component for Engagement Cloud Interviews in DCS

You can now add an Oracle Policy Automation (OPA) interview for logged-in users in Oracle Digital Customer Service (DCS) using an Oracle Visual Builder Cloud Service (VBCS) web application. This enables authenticated users to update their records and/or create child records in Oracle Engagement Cloud using an OPA interview.

Knowledge Management

Expand Knowledge Locales

You can now use Knowledge in 38 additional locales. Engagement Cloud Knowledge now supports 79 locales, based on 26 languages, in which authors, agents, and self-service users can create and use knowledge. The new locales include 7 new English-language locales, such as English-Hong Kong, English-India, English-Indonesia, English-Israel, English-Singapore, and 13 new Spanish-language locales, such as Spanish-Argentina, Spanish-United States, Spanish-Chile. Knowledge managers control which knowledge locales are active for their organizations.

Display File Attachments in Search Results on Service Request Knowledge Panel and My Knowledge

Knowledge search now returns file attachments in search results. Knowledge now searches within attachments to match their contents with users' searches. The service request knowledge panel and the My Knowledge page have been enhanced to display file attachments as search results. Only some actions, such as inserting the attachment URL to a service request message by agents, are available for attachment search results.

Application-Striped Content Types

This feature enables knowledge managers to associate customer-defined knowledge content types to an application, such as Service or HCM. This association determines which users can see articles and which products and categories authors can assign to articles of a content type. For example, if the knowledge manager associates the customer-defined content type "Manual" to the application Service, Manual articles will be visible to Service users and authors can only assign Service products and Service categories to these articles.

This feature simplifies knowledge authoring as knowledge managers no longer need to manually assign products and categories to content types. This feature assures that knowledge articles, as they pertain to an application, are assigned only products and categories of the correct application. As multi-application knowledge articles and content types will be deprecated, this feature assures that articles of a content type pertain to a single application.

Native FA User Management in Knowledge

Administrators can now configure Knowledge Management functional security privileges and data security policies in job roles. This feature increases your control over Knowledge Management by enabling you to define roles that best meet your organization's security requirements.

Customer-Selected Industry Dictionary

Knowledge managers can now select an industry-specific dictionary to enable more relevant knowledge search results. The industry dictionaries are translated into all supported languages.

Industry dictionaries contain concepts, synonyms, and other features that optimize search results for applications in specific industries. For example, the Finance industry dictionary contains pre-defined concepts, and synonyms that are most relevant to financial applications, which enables search to interpret users' questions and match them to the most relevant answers in the context of the finance industry.

Knowledge managers can select one of the following industry dictionaries: Computer, Finance, Insurance, Telecom, Travel. The default dictionary is Customer Help.

  • Customer Help is the default, and contains concepts like Service Request, Customer Satisfaction and Purchase Order. Customer Help is included in all of the industry dictionaries.
  • Computer contains concepts like JDBC Connector, Public Key Certificate, and Read Only.
  • Finance contains concepts like Vesting Schedule, Variable Interest Loan and Slush Fund.
  • Insurance contains concepts like Dwelling Fire Policy, Claim Adjusting and Optional Coverage.
  • Telecom contains concepts like Android, Family Plan and Internet Traffic.
  • Travel contains concepts like Booking Code, Advance Seat Reservation and Twin Cabin. It also includes airport concepts and IATA airport codes, such as Frankfurt Airport (FRA) and New York John F Kennedy Airport (JFK), and contextual recognition of ambiguous IATA airport codes.

KM Analytics Ratings Likes and Dislikes

You can now report on the knowledge article rating type Likes and Dislikes using the Knowledge Management Analytics Ratings subject area.

KM External Content Search

Agents, employees and end-customers can now access web content along with the native knowledge articles when searching for answers to users' questions. Knowledge Managers can add web sites or document repositories, such as a directory of PDF files, as content collections that will be included in the knowledge base and accessible from search.

New Knowledge Analytics Dashboard

This feature introduces a new knowledge management dashboard, Article View Insights. Knowledge Managers and Knowledge Analysts can use this dashboard to access reporting on article views and compare that data with other metrics, such as updated articles. Analytics users can quickly see which articles are used most frequently, along with the most popular products and categories.

Configure Work Starvation Prevention

Configure the Omnichannel functionality to prevent the starvation of low-priority work requests.

Because Omnichannel always assigns work requests according to the corresponding priorities, you could have a situation where a burst of high-priority requests keeps lower-priority requests from being assigned for an extended amount of time. With the starvation management feature, customer service managers or supervisors can configure the application to raise the priority of those low-priority requests, dynamically, so that they're assigned in the appropriate amount of time.

Customer service managers or supervisors can configure Omnichannel to raise priority by certain number -- separately, for real-time and non-real-time work -- based on the age of the work request, for example, depending on how long the request has been waiting to be assigned.

For example, customer service managers or supervisors can configure Omnichannel to raise the priority of a given service request (for example, a non-real-time request) by 1, if that service request has been waiting for agent assignment for more than three hours.

Service Request Management

Access Installed Base Asset Details from Service

Installed Base Assets represent customer assets and utilize the common asset model in Oracle Fusion Applications. If you are an Oracle Cloud customer that uses Installed Base Assets for other processes such as Supply Chain, Service Logistics, Service Contracts, or IOT, you may want to use the same asset model for your service request and work order process. 

If you have enabled the option to associate Service Requests and Work Orders to Installed Base Assets, with this release the asset number will now include a hyperlink in the layout of the Service Request details page and Work Order details page that navigates to the Installed Base Asset details page. This provides service agents with a more detailed understanding of the asset composition, configuration and maintenance history.

Send Email to Any SMTP Address

When working through a service request, many organizations find that they have a need to send an update to someone who is not formally saved as a contact in the system. For example, while a service request is opened for a primary contact within an organization, an email update on that service request may also need to be sent to a contractor, or even a manager, who is not stored as a contact within the system.

With this release, by including an existing system contact in the email recipient list, you can let agents add an SMTP addess in the same message recipients' list, even if that email address isn't associated with a contact record. If a system contact isn't included in the recipient list, the user won't be allowed to add an SMTP address. At least one system contact is required.

Email Handling of Matching Partner, Resource and Customer Contacts

In some industries, there are situations where a person, who is an employee of an organization, sends an email to the service organization of their employer for assistance with an issue. For example, one division of a company might purchase products from another division of that company and therefore acts like a ‘customer’. In this case there is an expectation that a Service Request will be created as per the standard inbound email use case.

Prior to 19C, when a resource (internal or partner) sends an inbound email to a CRM-striped service mailbox, a service request is created without a primary contact and account populated. Starting in this release, the system now performs additional lookups when an email is received to determine if the email address matches an internal resource or partner resource.  

When an internal resource or partner sends an inbound email requesting assistance, and their email address matches that of an internal resource - the newly created service request will be pre-populated with the primary contact information. If the email address matches both a contact record and an internal resource record, the contact relationship takes precedence (the service request will be populated with the contact ID). If there are multiple matches against the same party type, the service request will be created without the contact field pre-populated.

Enhanced Dynamic Tab Support for Opportunities and Leads in Service Request and Adaptive Workspaces

The Service Request work area and Adaptive Workspace user experience enables agents to interact with multiple records simultaneously through top level dynamic tabs in order to save time accessing related information about a service interaction. With this release, top level dynamic tabs can be opened for Opportunities and Leads, with each supporting nested dynamic tabs.

As an example, when an agent opens an Opportunity or Lead record as a top-level dynamic tab and then drills into other linked objects associated to that record, such as the Account or Primary Contact, the agent will see these objects open in a nested dynamic tab. When a new nested tab is opened, it is brought into immediate focus and becomes the active tab. The user can easily keep the work area organized while handling multiple interactions, seamlessly switching contexts between interactions.

Omnichannel Framework

Use CKEditor Formatting in Chat Live Window

CKEditor V4 has features found in common desktop word processors such as style formatting including bold, italic, and underline; image inserting; paste rich text; and other common HTML formatting tools. These features are now offered as part of the Live Window Chat panel. Chat users may:

  • Input bold text
  • Input italic text
  • Input underlined text
  • Input colored text
  • Insert active URLs 
  • Paste content and retain the original formatting (for example Microsoft Word, Microsoft Excel, or online content)

Field Service Integration

Notification Support for Work Orders

Notification Preferences provide a simplified method for administrators to define notification rules that raise notifications to service users. Using Notification Preferences, you can now configure notification rules based on updates to the Work Order object. 

This enables agents and other users to receive real time visibility when important updates occur, such as when the work order scheduled time is confirmed or when the work order is completed by the field technician. Notifications can be received through the desktop bell icon or a browser popup notification.

This enhancement provides the following capabilities:

  • Define notifications in Application Composer based on configurable Work Order events (triggers)
  • Define the message format including variable substitution to tailor the notification text
  • Select recipients designated to receive notifications for each trigger. Recipients can include the assigned Field Service resource, the agent who submitted the request, the Created By user, or the Last Updated By user

Service Analytics

Analyze Service by Install Base Assets

Reporting subject areas for Service in OTBI have been augmented with a new Installed Base Asset dimension in all applicable subject areas. The inclusion of IB Asset dimension enables you to analyze and report on service activities and performance related to customers' assets. The new Installed Base Asset dimension will appear alongside the existing Asset (CRM Asset) dimension to support deployments that may or may not choose to associate an IB Assets with Service Requests. 

New Cycle Time Metrics

A customer's “mental” SLA clock starts ticking from the minute they report a Service Request. Delays in SR assignment can adversely affect response times which may lead to SLA violations, penalties, and customer dissatisfaction. If that SR stays in a queue (unassigned to any resource) for a significant amount of time, this does not give the eventual SR assignee any extra time to meet the customer expectation.

Prior to this enhancement, it was not discernible if a missed SLA was the result of an SR sitting in queue too long or whether the agent's work time exceeded the milestone. It could be that an agent is quite efficient in resolution, but they receive the SR after considerable delay since its creation.  

In this release, the system now captures a timestamp in the data model to track the time when the SR is assigned to the queue versus when the SR is assigned to the agent. This enables calculation of new OTBI metrics that determine the time spent in each stage of the lifecycle (created time to queue assignment time, queue assignment time to agent assignment time, or the total time from creation to agent assignment)

Digital Customer Service

View File Attachments and Web Content in Knowledge Search Results

Users can now see knowledge file attachments and web content in the knowledge search results when searching for answers to questions.

  • When a user's search query is executed, the full text of file attachments is searched.
  • Knowledge Managers can add web sites or document repositories, such as a directory of PDF files, as content collections that are included in the knowledge base and available in the search results.

New Digital Customer Service Components

To make it easier for developers to add pre-wired functionality to applications, the following new components have been added:

  • Knowledge search
  • Knowledge article list
  • Service Request Data
  • Sign Up
  • User Registration Requests List
  • User Roles List
  • User Role Management
  • Cobrowse

Automatic Hyperlinks in Chat and Service Request Messages

Automatic hyperlinking in chat and service request messages when URLs are specified with the following schemes:

  • HyperText Transfer Protocol (HTTP)
  • HyperText Transfer Protocol Secure (HTTPS)
  • File Transfer Protocol (FTP)
  • File Transfer Protocol Secure (FTPS)
  • Electronic Mail (Mailto)

Engagement Cloud Configuration

Application Composer

Configure Default Sort Field and Order for Company-Defined Subtabs

Configure the default sorting field and the order of custom subtabs. You can choose a specific field to be the default sorting field of a custom subtab whenever you navigate to the subtab. You can also choose the default sorting order of the field. This feature is available for custom subtabs of standard and custom objects. 

Enable or Disable Custom Logic for Import

When using Import Management, you can disable custom logic like triggers and validators written in Application Composer. Disabling custom logic improves import performance, but take caution to make sure the data is clean and there is no impact to data if custom validators and triggers are not executed. Only disable custom logic if the data is clean and triggers and validators are not needed.

Note that object workflows are not triggered during import.

Opt In to Unified Sandboxes

The Unified Sandbox feature is available as on Opt In feature. When enabled it replaces the classic sandbox functionality. Unified Sandboxes deliver significant benefits, particularly parallel development and agility. Merging long lived sandboxes into the mainline has been problematic in the past because sandboxes became incompatible with the mainline after changes were made to the mainline. Unified Sandboxes can be refreshed from the mainline when they become out of sync with it. That maintains sandbox viability so that work can continue in them and they can be published. In addition, object locking is enforced in Application Composer, ensuring that sandboxes don’t publish incompatible changes to the same object. Because merge conflicts are prevented, multiple teams can work in multiple sandboxes and merge all sandboxes to the mainline. This significantly improves the organization’s ability to respond to change and deliver solutions faster, directly improving developer velocity through parallel development and improved organizational agility.

Integrations

Import Hierarchies and Hierarchy Members

Import hierarchy and hierarchy members in Import Management.

Re-Activate Inactive Origin Systems

Re-instate origin systems using the restore option that were previously inactivated. Origin systems can be deleted in Setup and Maintenance.

Disable Agreement Object in "Classic" File Import/File Export

As of the 19C release, the Agreement object is disabled for the "classic" File Import and File Export framework.