Cloud Readiness / Oracle Sales and B2B Service Cloud
New Feature Summary
  1. Update 19D
  1. Revision History
  2. Overview
  3. CX Foundation
    1. Accounts, Contacts, and Households
        1. Manage Accounts from Actionable Infolet
        2. Enrich Accounts from DataFox
        3. Time Zone Support for Contacts
        4. Use REST APIs to Get Inactive Relationship Records
        5. REST API Enhancements to Support Contact Points and OS/OSR as Children
        6. Account Supports Data Enrichment with DataFox
        7. Extend the Possible Duplicates Page
        8. Support for PII Attribute Security in Adaptive Search
    2. Calendar and Activities
        1. Control Creation of Different Activity Types with Security Privileges
        2. Integrate Case Object with Activities
    3. Customer Data Management
        1. Use Simplified Customer Data Management Setup Options
        2. Use Optimized Source Confidence Survivorship
        3. Customer Data Management General Enhancements
    4. Resource
        1. Use Role Type Field in Resource Search
  4. Core Sales Force Automation
    1. Leads and Opportunities
        1. Use Quick Actions on My Opportunities Actionable Infolet
        2. Leverage Smart Defaulting of Time Zone on Leads
        3. Use Functional Who Columns for Leads
        4. Integrate LinkedIn Sales Navigator with Leads
    2. Oracle Sales Assistant
        1. View Open Service Requests for an Account
        2. Ability to Create Tasks
        3. Maintain Context within Conversations
    3. Enterprise Contracts
        1. Modernized Contract Terms Tree Icons
        2. Improved Usability When Editing Contract Terms in Word
        3. Preview Simplified Contract Terms
        4. Insert Conditional Clauses Into Default Sections Automatically
        5. REST API Enhancements
        6. Embed Variables Based on Supplier
    4. Partner Relationship Management
        1. Use In-Context Change History for Partners, Partner Contacts, and MDFs
        2. Enhanced Program Enrollment Approval Notification and History
  5. Sales Performance Management
        1. Update Territories Using Export and Import Management
    1. Incentive Compensation
        1. Option to Shift Paysheet Real-Time Actions to Scheduled Processes
        2. Collect Only New or Changed Records
  6. Sales Analytics
        1. Report on Payment Recovery with Performance and Earnings Summary Subject Area
        2. Report on Contact Points for All Contacts
        3. Contact Point Reporting for Primary Contacts
        4. Use Additional Employee Dimension Managerial Attributes
        5. Enable Date Hierarchy Drilldown with Custom Subject Area Canonical Dates
  7. Sales for Office 365
        1. Monitor Office 365 Sync Processes and Identify Issues
        2. See Failed Sync Records and Manually Update Them
        3. Delete Unneeded Page Layouts
        4. Capture Log Files for Support
        5. UI Navigation Improvements
        6. Select Contact When an Email Address Is Shared Across Contacts
        7. Share Appointments Created by Customers
        8. App Captures Associated Account When Syncing Contacts
        9. Better Support for Account and Contact Addresses
  8. CX Cloud Mobile
        1. Create Custom Links in CX Cloud Mobile
  9. Import/Export Management
        1. Split Export Files
  10. Simplified Setup
        1. Access Customer Data Management Setup Tasks in Sales Offering
  11. Integrations
        1. Use Contact Points and Additional Name in Import/Export Management
        2. Use Source System Reference in Import/Export Management
  12. Service
    1. Service Request Management
        1. Acknowledgement Functionality for More than One Recipient
        2. Use Subscriptions to Drive SR Milestones
        3. Associate Contact-Owned Installed Base Assets on SRs
        4. Use Installed Base Asset Card and Landing Page
        5. HR Help Desk Agents Can Drill to SRs from Bell Notifications
        6. Visibility of Replies to Forward Messages
    2. Knowledge Management
        1. Smart Title Discovery for PDFs
        2. Use Deep Links to Access Knowledge Articles Directly
        3. View Ratings in Authoring Application
        4. Leverage User Groups in Knowledge Management
        5. Knowledge Analytics Content Security
        6. Easily Include Oracle Policy Automation Interviews in Articles
        7. Filter and Report Analytics by Department
    3. Digital Customer Service
        1. Interject Proactive Knowledge Articles
        2. Use Digital Customer Service Components
        3. Interact with Oracle Policy Automation Interviews in Knowledge Articles
    4. Field Service Integration
        1. Use Service Logistics for Parts Ordering on Standalone Work Orders
        2. Integrate Work Orders with Other Field Service Applications
    5. Service Analytics
        1. Leverage New BI Subject Areas in Help Desk Analytics
    6. Omnichannel Framework
        1. Omnichannel Toolbar Prevents Work Availability Changes
  13. Application Composer
        1. Unified Sandboxes Replace Classic Sandboxes

Update 19D

Revision History

Date Feature Notes
27 NOV 2019 Collect Only New or Changed Records Updated document. Delivered feature in update 19D.
27 NOV 2019 Option to Shift Paysheet Real-Time Actions to Scheduled Processes Updated document. Delivered feature in update 19D.
25 OCT 2019 Enable Date Hierarchy Drilldown with Custom Subject Area Canonical Dates Updated document. Delivered feature in update 19D.
20 SEP 2019 Monitor Office 365 Sync Processes and Identify Issues Updated document. Revised feature information.
20 SEP 2019 Unified Sandboxes Replace Classic Sandboxes Updated document. Delivered feature in update 19D.
06 SEP 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.

CX Foundation

Accounts, Contacts, and Households

Manage Accounts from Actionable Infolet

The My Accounts actionable infolet helps salespeople view and manage account information from a single place.

Enrich Accounts from DataFox

Enrich your accounts directly from the Accounts overview page by selecting Enrich Accounts. This functionality gives your sales accounts over 30 firmographic data points from DataFox, including:

  • Account Scores (for prioritization)
  • Account Tier
  • Keywords
  • Company description
  • DataFox industry information
  • Address
  • Revenue
  • Headcount

Time Zone Support for Contacts

The Contact and Lead objects have a Time Zone attribute derived from the primary address. Sales reps can edit the attribute to adjust the time zone value from the initial value that was derived from the primary address. The attribute also is exposed in REST APIs.

Use REST APIs to Get Inactive Relationship Records

This feature will enable Account, Contact, and Household REST APIs to get inactive relationship records. This feature extends support to the v3 Relationship SOAP web service.

REST API Enhancements to Support Contact Points and OS/OSR as Children

Account, Contact, and Household REST APIs now supports Contact Points (Phone and Email) and Source System Reference as child objects.

Account Supports Data Enrichment with DataFox

DataFox delivers a data enrichment interim solution that leverages the existing Account object. The solution adds new attributes to the existing Account object.

Extend the Possible Duplicates Page

Extend the possible duplicates results page. Expose match scores on the page, along with additional meaningful fields to determine appropriate matching. 

Support for PII Attribute Security in Adaptive Search

Workspace supports personally identifiable information (PII) attributes and includes them in search criteria and search results. Not only are PII attributes supported, but they are appropriately secured based on the READ privileges and masked/not searchable if you do not have the READ privilege.

Calendar and Activities

Control Creation of Different Activity Types with Security Privileges

Control the types of activities your users can create using individual functional privileges provided for each activity.

Separate functional privileges let you configure and secure the ability to create a task, an appointment, a call report, or log a call, or a combination of any of these.

Integrate Case Object with Activities

Integrate the Case Management object with Activities so that users can create and associate activities with cases.

This integration is similar to the existing integration between Activities and Service Requests.

Customer Data Management

Use Simplified Customer Data Management Setup Options

Use the new simplified Customer Data Management setup options page to configure a wide range of duplicate resolution options in a consolidated and simplified interface. This setup page is available in Setup and Maintenance as the Manage Customer Data Management Options task. The setup page lets you configure performance tuning parameters, functional control settings, and merge behavior settings in one place. Setup validation helps assure that the options you have chosen work well together. The embedded help provided in the UI explains what each setting and option means, and provides some tips and best practices for achieving the optimal duplicate resolution setup for your customer data quality management scenarios.

Use Optimized Source Confidence Survivorship

Use an optimized mechanism for implementing source confidence-based attribute survivorship. If you want to use pure source-based attribute survivorship, you can select a setting option instead of configuring rules.

Customer Data Management General Enhancements

Some general enhancements have been made to the Customer Data Management pages to improve the overall usability of the application:

  • Added the master party number and assignee fields to the duplicate identification batch details page and to the corresponding list export format to facilitate offline review of duplicate identification batches
  • Added a hyperlink to the linked parties in the duplicate set details table for link requests
  • Added the ability to search, filter, and export party links based on the link name attribute

Resource

Use Role Type Field in Resource Search

You can use the resource search and select page to filter records by role type. 

Core Sales Force Automation

Leads and Opportunities

Use Quick Actions on My Opportunities Actionable Infolet

Use two new "quick actions" on the My Opportunities actionable infolet:

  • Create Task
  • Create Appointment

Leverage Smart Defaulting of Time Zone on Leads

Use the Contact time zone field to capture the preferred time zone of a contact pursued on a lead. The application automatically populates the contact time zone based on the contact address; this is known as "smart" defaulting. Smart-defaulted time zone information on leads helps sales reps know the preferred time to call or email a prospect or customer.

Use Functional Who Columns for Leads

Use the functional "who" columns to capture the record history of a lead. The columns let you accurately report on leads that are imported from other systems. These fields are available for sales and import users to capture these functional who columns:

  • Lead Creation Date
  • Lead Created By
  • Lead Last Update Date
  • Lead Last Updated By

Integrate LinkedIn Sales Navigator with Leads

View relevant information from LinkedIn Sales Navigator in your Edit Lead page, complementing existing Sales Navigator support for Edit Contact page. With the necessary Sales Navigator license, you can:

  • Gather icebreakers to identify mutual interests between you and your prospects.
  • Get useful updates like news mentions or role changes while viewing leads.
  • Find the best way to get introduced to target leads.
  • Discover new leads through recommendations.

LinkedIn Sales Navigator support in the Edit Account page is also available with additional configuration as a web mashup.  

Oracle Sales Assistant

View Open Service Requests for an Account

Users can ask the Oracle Sales Assistant for the open service requests for an account. The Sales Assistant responds with service request details, such as title, description, milestone, time remaining, etc.

Users can also view the latest message on the service request as well as add an internal note to the service request.

Ability to Create Tasks

Sales users can ask the Oracle Sales Assistant to create a task on their behalf. Users provide the subject, due date, and, if needed, an associated account or opportunity. The Sales Assistant asks for more details, and then creates the task with the user as the owner.

Maintain Context within Conversations

Oracle Sales Assistant is enhanced to remember the context of records within a conversation between the user and the sales assistant.

For example, if the user views an appointment details then goes to the details associated to the opportunity, the assistant will remember the appointment, so that if the user then asks to get more details about the appointment, the user does not need to remind the assistant of which appointment to get more details. If the user then wants to add a note to the account associated to the appointment, the assistant will know which account it is, without having to prompt the user to provide the account to which to add the note.

Enterprise Contracts

Modernized Contract Terms Tree Icons

The look and feel of the section and clause icons in the contract terms tree have been updated thus making the overall UI experience more consistent, simplified, and visually engaging.

Icons for the distinct attributes, like alternate or mandatory clause, have been updated to provide a more consistent color scheme and format. Also, the icon for standard clause has been removed to make the contract terms tree less cluttered. This change lets you easily differentiate the clauses with special characteristics, such as the ones where the clause text has been made nonstandard.

Improved Usability When Editing Contract Terms in Word

Here’s the list of new improvements introduced in the Oracle Contracts Microsoft Word Add-in:

New Menu for Contract Reference Information

A new menu option, Contract, has been added in the Oracle Contracts Microsoft Word Add-in to display displays the contract name, version, and type. The new menu option provides a quick reference for contracts that were downloaded from the application.

Retain Server URL

When uploading or downloading documents from the Microsoft Word add-in, you no longer need to enter the URL of the server you're using. The server URL is instead saved when you install the Microsoft Word add-in.

Show Progress Bar

The Oracle Contracts Microsoft Word Add-in has been enhanced to display a progress bar within the word document to indicate that your download or upload from the Microsoft Word Add-in is in progress.

Track Changes for Attached Contract Terms

For a contract with attached contract terms, the application has been enhanced to preserve track changes even when you change the file name between downloading and uploading back to the application. If the attached document is in a supported Microsoft Word format, track changes are preserved as Uploaded Revisions on the Contract Documents tab.

Manage Downloaded Structured Contract Terms in DOCX Format

The application now manages downloaded structured terms in DOCX format instead of XML. DOCX is a more familiar format and avoids confusion when the document is circulated for editing or comments.

Preview Simplified Contract Terms

You can now preview your contract terms sourced from a simplified terms template within the application UI in a similar way to how you would preview them for structured contract terms.

Insert Conditional Clauses Into Default Sections Automatically

When you're inserting conditional clauses into a contract terms template, the application automatically places the clauses into their default sections. Previously, the placement was based on the mouse pointer location. This functionality minimizes the number of steps required to move the clauses to their correct sections.

REST API Enhancements

REST APIs are expanded to include additional attributes.

Embed Variables Based on Supplier

You can embed these contract variables based on the supplier into your contract terms:

  • Supplier Number
  • Supplier Chief Executive Name
  • Supplier Tax Reporting Name
  • Supplier Alternate Name
  • Supplier SIC
  • Supplier Contacts
  • Supplier Addresses

Partner Relationship Management

Use In-Context Change History for Partners, Partner Contacts, and MDFs

Access the change history of Partner Relationship Management business objects in the context of the business transactions themselves. You can configure the Change History subtab for each 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.

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.

The Change History functionality is available for these Partner objects in this release:

  • Partners
  • Partner Contacts
  • MDF Budgets
  • MDF Requests
  • MDF Claims

Enhanced Program Enrollment Approval Notification and History

Similar to notifications for marketing development funds (MDFs) and Deal Registrations, approval notifications for Program Enrollments are delivered in a new, easier-to-read layout. In addition to the supplied, enhanced layout, you can configure the new layout in the UI to meet your business needs. The new notification layout replaces the old one.

You can also view Approval History in the Program Enrollments UI. Use the Approval History UI to see who and when users approved or rejected items.

Sales Performance Management

Update Territories Using Export and Import Management

Import large numbers of territories in a single file. Territory coverage import allows half a million rows to be imported in a single file. This approach is seamless, meaning you can import any of the territory import files from the standard Import Management pages.

You can use many of the territory dimensions and import many values for each territory definition (for example, 100 or more zip codes), which means your territory coverage import file may contain hundreds of thousands of rows.

Implementing an efficient, high-volume approach in territory coverage import helps achieve parity with the existing territory import solution.

Incentive Compensation

Option to Shift Paysheet Real-Time Actions to Scheduled Processes

When you have high volumes of data, create or refresh paysheets by opting in for scheduled processes process instead of a real-time process.

Collect Only New or Changed Records

Customers who bring the same set of records from their source systems to Incentive Compensation, irrespective of whether previously collected records have changed or not, can configure the collection behavior using the profile option, Collect only new or changed transactions (ORA_CN_COLLECT_CHANGED_TRX).

Sales Analytics

Report on Payment Recovery with Performance and Earnings Summary Subject Area

Use the Performance and Earnings Summary subject area to report on payment recovery metrics like "advance amount recovered" and "advance to be recovered based" on ITD and PTD. Use attributes related to participant compensation plan assignment types (for example, direct and role-based), as well as customization indicators that support reporting of these attributes at a summary level. 

Report on Contact Points for All Contacts

Use the CRM All Contacts Contact Point subject area to report on all contact point information (for example, email and phone numbers) for all contacts defined in the application.

Contact Point Reporting for Primary Contacts

Use the Sales - CRM Primary Contact Contact Point subject area to report on contact point information (for example, email and phone numbers) for all primary contacts defined in the application.

Use Additional Employee Dimension Managerial Attributes

The Employee dimension has been enhanced to include these manager-related attributes:

  • Manager User Name
  • Manager Login ID
  • Manager ID
  • Manager Job Title
  • Manager Job Title Name
  • Manager E-Mail Address
  • Parent Organization
  • Parent Organization Name

Enable Date Hierarchy Drilldown with Custom Subject Area Canonical Dates

Enable one field in your custom subject area to be the canonical date. Later, in Business Intelligence (BI) Composer, if you join your custom subject area to a standard subject area to create analytics, then the canonical date automatically joins to the standard subject area's Time dimension. This is useful because only the standard Time dimension includes the date hierarchy, which means that the analytics you create can drill up and down the date hierarchy. For example, salespeople can view sales commission amounts on closed opportunities for the quarter, and then drill down to view amounts by week, and then drill up to view amounts by year.

Sales for Office 365

Monitor Office 365 Sync Processes and Identify Issues

Office 365 Monitor lets you keep an eye on the status of synchronization processes and identify users with sync issues. The Monitor dashboard helps you identify the issues that users have and the reasons for the synchronization failure.

See Failed Sync Records and Manually Update Them

Sometimes when synchronizing records, the system can't create or update the record in Engagement Cloud. Now, users can see which records failed (and why) during the sync process. In these cases, users can then manually create or update the record themselves.

Delete Unneeded Page Layouts

You can now delete page layouts that you don't need anymore.

Capture Log Files for Support

Users with add-in issues can easily collect log files that capture application calls, responses, and exceptions. The users can then give the information to customer support for quicker diagnosis and resolution of the issues.

UI Navigation Improvements

The new buttons to save actions let users select UI navigation as part of saving records. These new navigation options mean better performance from the various interfaces when reps create and update records.

Select Contact When an Email Address Is Shared Across Contacts

Sometimes, more than one contact is associated with a single email address. In these cases, users can now select the contact they want to view information for.  

Share Appointments Created by Customers

Users can share with Engagement Cloud not only appointments where they are the organizers, but also appointments that customers have invited them to.

App Captures Associated Account When Syncing Contacts

When synchronizing contacts from Office 365, Engagement Cloud uses the company information provided in Office 365 to determine the corresponding account to which a given contact is associated with. 

Better Support for Account and Contact Addresses

Account and contact addresses now support country-specific address formats. In addition, master geography elements defined in the Manage Geographies task are available as selectable values in the respective address fields within the Office 365 Add-In Account and Contact UIs.

CX Cloud Mobile

Create Custom Links in CX Cloud Mobile

Create links that open the web page automatically when you tap the link.Create links that open the web page automatically when you tap the link.

Import/Export Management

Split Export Files

Standard export (UI and REST) can split exported data sets into chunks based on a user-defined record count. This feature provides more granular control for extremely large exports (for example, over 500 MB). Exports with hierarchical data honor the user-defined split size, both parent and child export sets are exported into chunks based on split size.

Simplified Setup

Access Customer Data Management Setup Tasks in Sales Offering

Access setup tasks for Customer Data Management from the Data Quality and Customer Hub Functional Area in the Sales Offering. This feature enables administrators to implement both Sales and Customer Data Management from the same offering for a streamlined user experience.

Integrations

Use Contact Points and Additional Name in Import/Export Management

Import Management supports contact points like Phone and Email, as a child collection for Accounts, Contacts, and Households. Households also has Additional Name available as a child collection.

Use Source System Reference in Import/Export Management

Use the Source System Reference object when using Import Management and Export Management in Oracle Engagement Cloud.

Service

Service Request Management

Acknowledgement Functionality for More than One Recipient

When a Service Request (SR) is created from an inbound email, the automatic acknowledgment email can be sent to the sender of the inbound email as well as other recipients included in the CC field of the originating email. As a result, the other recipients who are copied on the original message receive a confirmation that the SR has been created, along with the SR number for future reference.

Use Subscriptions to Drive SR Milestones

Use Oracle Subscription Management Cloud to drive service request (SR) milestones by using the subscription-based coverages instead of Oracle Enterprise Contracts-based coverages through Oracle Supply Chain Management.

Associate Contact-Owned Installed Base Assets on SRs

If your agents handle business-to-consumer (B2C) customers, they can now associate installed base assets on service requests (SRs) when only a contact is available and not an account. In previous releases, agents could only associate installed base items with account-owned assets.

Use Installed Base Asset Card and Landing Page

Service agents can access the list of installed base assets using a card in the Service folder on the home page. This feature lets agents look up an asset by number or search for assets by other criteria, view the list of assets that meet the search criteria, and drill into the asset details to see items such as the service history or parts makeup of the asset.

This feature applies to customers that opt-in to use the common asset model (installed base assets) in the service process.

HR Help Desk Agents Can Drill to SRs from Bell Notifications

In this release, HR Help Desk agents now have the ability to drill from a Bell Notification into the details of an HR help desk service request. Service Request notifications can be displayed for a variety of triggers when an SR is updated, such as "a service request has been assigned to you". For Service Request bell notifications, drilling on the notification displays the details of the SR within the Agent's service workspace.  With this release, the drill down from bell notifications differentiates between CRM and Help Desk SRs and navigates Help Desk agents to the correct Help Desk workspace accordingly.

Visibility of Replies to Forward Messages

Service Request messages of type "Forward" are intended for internal communications and therefore any responses to that Forward may potentially contain sensitive information that should not be visible to an external customer. In prior releases, when an internal resource responded to a Forwarded message, an SR message of type “Customer Entry” was created and was visible through the self-service portal.

To maintain security and confidentially of correspondence between internal resources, an enhancement has been made to ensure that neither SR messages of type "Forward" nor their responses are visible to external customers. When an internal resource responds to a forwarded SR message, this response is longer visible through the Customer Self Service (DCS) web site.

Knowledge Management

Smart Title Discovery for PDFs

This feature improves search relevancy by providing a more accurate method of determining the actual lines of text that the author intended, and what readers would recognize, as the title of the PDF.

The ability to assign useful titles to documents during content processing is critical to producing relevant search results. Search can answer users' questions more effectively when document titles are meaningful and accurate, and better titles in search results help agents and self-service users quickly recognize the most relevant documents.

For PDF files, however, assigning meaningful titles during automated content processing is not simple. The most readily accessible sources to use for PDF titles are the title property, which is part of the document metadata, and the actual file name. However, these sources frequently do not yield meaningful titles. In practice, title properties are rarely correct, and sometimes contain random text. File names may hint at the document's title, but are frequently abbreviated and cryptic. Both of these title sources can negatively impact search relevancy and search results.

With this feature, search content processing evaluates the first page of the PDF for visual factors, such as font size, phrase length, text position, and distance between text lines, and uses additional linguistic clues to accurately determine the titles of PDF files. These visual titles provide search with the ability to better leverage critically important title information to provide more accurate and relevant results.

Use Deep Links to Access Knowledge Articles Directly

Users can now copy and save direct links to knowledge articles. Articles now have unique URLs that agents and self-service users can copy and save from any open article. Users can simply click the copied URL to go directly to the knowledge article at any time, without navigating or searching.

View Ratings in Authoring Application

This feature adds the capability for Knowledge authors to view the ratings summary of articles in the authoring application. Agents and self-service users can rate articles when they use Knowledge to answer their questions. Viewing an article's rating summary helps authors understand the how useful articles are, so that they can improve the knowledge base by focusing on articles that need improvement. The ratings information appears in the article title bar, and authors can hover over the ratings summary to see additional detail.

Leverage User Groups in Knowledge Management

Knowledge managers can now define and manage user groups to restrict agent, employee, and customer access to knowledge articles. The ability to group users by functional needs or interest, such as HR, payroll, or legal adds flexibility to user access. User groups are specific to a single application, for example, Service or HCM.

Knowledge Analytics Content Security

Analytics data is now secured in all Knowledge subject areas. Access to analytics data is restricted based on a users' roles. User can access data only for the departments that they have permissions for.

Easily Include Oracle Policy Automation Interviews in Articles

Authors can now easily add Oracle Policy Automation (OPA) interviews to articles. OPA interviews provide guided experiences using modeled natural language policies, for self-service and call center users. This feature simplifies the process of including interviews in knowledge articles by enabling authors to select an interview from a list and embed it in an article during the authoring process. When users view the article, they can interact directly to follow the guided process provided by the interview.

Filter and Report Analytics by Department

You can now report on and filter Knowledge analytics reports by department. Users can access data only for the departments that they have permissions for.

Digital Customer Service

Interject Proactive Knowledge Articles

This feature provides proactive and relevant knowledge articles to end users just before they attempt to submit a service request (SR). This assists customers in better self-service of their own issues, therefore avoiding the creation of SRs altogether. This can contribute to reducing higher-cost interactions in the contact center.

Use Digital Customer Service Components

Use new Digital Customer Service components to help your developers create Digital Customer Service applications. The following new components have been introduced in this release:

  • Knowledge Article - Display a knowledge article.
  • User Registration Request Management - View and manage a user's registration request.
  • Service Request Creator - Create a service request.

Interact with Oracle Policy Automation Interviews in Knowledge Articles

Oracle Policy Automation (OPA) interviews provide guided experiences using modeled natural language policies. The OPA interview can be embedded in a knowledge article. When users view the article, they can interact directly to follow the guided process provided by the interview.

Field Service Integration

Use Service Logistics for Parts Ordering on Standalone Work Orders

In prior releases, parts ordering using Service Logistics from a work order was only available if that work order is associated to a service request. In this release, a service agent can now order parts when scheduling a work order that does not have any relationship to a service request (also referred to as a 'standalone' work order). This enables a service organization to support parts ordering for situations when a service request may not be required, such as the install of a new asset or scheduled maintenance on an existing asset.

When a Field Service work order requires parts to perform the activity, the service agent that submits the work order request can 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 a field technician based on the 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 lets technicians update customer asset information and record the required billing information for parts and labor as part of the work debrief.

Service organizations that manage standalone work orders can now obtain the benefits of the Service Logistics solution for their service agents and field service technicians. Service agents get more convenient, direct access to full parts ordering information, parts availability and pricing as they schedule work orders, helping to ensure that all required parts will be available prior to the work being done. Field service technicians benefit by having more reliable parts delivery, and the submitted work order details provide additional information about the required parts.

Integrate Work Orders with Other Field Service Applications

In previous releases, the Work Order object could only be used if the prebuilt connection to Oracle Field Service Cloud was enabled. Work Order management now provides an open integrations framework that allows your organization to create and manage work orders that are not integrated with Oracle Field Service Cloud in order to support a wider variety of use cases.

The Work Order management configuration now allows you to setup a custom integration to one or more applications, such as a third party field service solution or maintenance application. The same agent user interface can be used to verify the customer location and contact information, indicate the appropriate work order type, and associate assets and case notes. By leveraging Oracle Integration Cloud (OIC), you can add new integrations that transmit these work orders to other external applications and receive updates, for example to provide the agent with visibility to current status of work order execution in another system.

Open Integrations also allows setup of more than one integration within the same environment, allowing your service organization to integrate to multiple different types of applications if required.

Service Analytics

Leverage New BI Subject Areas in Help Desk Analytics

When your HR Help Desk is deployed using the common service request (SR) business object shared with CRM, then OTBI reporting is provided by a shared subject area between both CRM Service and HR Help Desk. For this mode of deployment, the Stripe code on the SR is used to filter transactions between different consumers of reporting content.

Beginning in this release, Help Desk also offers two new, dedicated top-level business objects (HR Service Request and Internal Service Request). To support SR performance analysis for Help Desk customers that have opted-in to use the new objects, new subject areas are available mapped to these new objects.

Two new reporting subject areas dedicated to Help Desk Analytics:have been added to Oracle Transactional Business Intelligence (OTBI)

  • Help Desk - HR Service Requests Real Time subject area provides metrics related to the HR Service Request object. 
  • Help Desk - Internal Service Requests Real Time subject area provides metrics related to the Internal Service Request object.

Note that the common Service Request subject areas that have been historically shared between CRM and HR Help Desk continue to be available.

Omnichannel Framework

Omnichannel Toolbar Prevents Work Availability Changes

Use the Omnichannel toolbar enhancement to restrict agents from blocking new work assignments. 

A setup user can configure a new profile option to stop agents from blocking new work assignments. Based on the profile option settings, the application will assign new work to agents until their maximum capacity has been reached. The setup user has the option of four different settings:

  • Chat: Blocks agents' ability to change their availability for chat through Omni Toolbar.
  • Non-real-time Work: Blocks agents' availability to change their availability for non-real-time work through the Omni Toolbar.
  • All: Blocks agents' availability option to change their availability for chat and non-real-time work through the Omni Toolbar.
  • None: Agents can change their availability through the Omni Toolbar (This is the default value).

Application Composer

Unified Sandboxes Replace Classic Sandboxes

Unified Sandboxes were introduced in Update 19C as an Opt In feature.  In Update 19D, your environments are automatically updated to use the new Unified Sandboxes, if you have not already opted in.

BENEFITS OF THE NEW UNIFIED SANDBOXES

  • Support parallel development for agility and responsiveness
  • Maintain their viability and compatibility with the mainline over time
  • Multiple teams can develop in multiple sandboxes and merge to the mainline
  • New security privileges to give greater control over access rights