February Maintenance Pack for 23A
This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 25 JAN 2023 | Created initial document. |
HAVE AN IDEA?
We’re here and we’re listening. If you have a suggestion on how to make our cloud services even better then go ahead and tell us. There are several ways to submit your ideas, for example, through the Ideas Lab on Oracle Customer Connect. Wherever you see this icon after the feature name it means we delivered one of your ideas.
GIVE US FEEDBACK
We welcome your comments and suggestions to improve the content. Please send us your feedback at oracle_fusion_applications_help_ww_grp@oracle.com.
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.
Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
|||||
|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
|
||
This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 13 DEC 2022 | Created initial document. |
HAVE AN IDEA?
We’re here and we’re listening. If you have a suggestion on how to make our cloud services even better then go ahead and tell us. There are several ways to submit your ideas, for example, through the Ideas Lab on Oracle Customer Connect. Wherever you see this icon after the feature name it means we delivered one of your ideas.
GIVE US FEEDBACK
We welcome your comments and suggestions to improve the content. Please send us your feedback at oracle_fusion_applications_help_ww_grp@oracle.com.
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.
Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
|||||
|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
|
||
Web Chat for Service enables rich conversational and intelligent assisted service experiences. The new web chat widget can be easily branded and added to your websites using Engagement Engine, a point and click interface.
- Chat Automation: Oracle Digital Assistant can be easily added to your CX Service deployment as a configurable channel (DA as Agent)
- Live Chat: Offer Live Chat support to your users, or allow for seamless transfer from a Bot to Agent with full transcript depending on your use-case
- Personalized Experience: Enable contextual experiences to driver higher levels of engagement
Simplified Deployment:
- Single tag deployment for Engagement Engine, set up Web Chat parameters in Engagement Engine to configure and brand the Web Chat widget
Simplified Administration & Branding:
-
Easily configure chat in Fusion Service for a consistent experience across chatbot and live chat
-
Centralized administration of the web chat widget while maintaining complete customization options through a point and click interface
Business Agility:
- Easily meet changing business requirements while enabling highly personalized user experiences
Steps to Enable
- Request the “Web Chat” feature for your Engagement Engine Account
- Create a new Web Chat configuration in the Settings area of Engagement Engine
- Set the “connection“ to your Fusion Service test site
- Create a new Rule in Engagement Engine to ”load Web Chat widget” on your test site
- Configure and test connection to DA as Agent
- Test Agent Transfer
- Within Engagement Engine, customize the look and feel for your new client experience
- When comfortable, modify existing rule to load Web Chat on the page
- Deploy to your test site
- After full testing, update the Rule on your Production Site
Tips And Considerations
The Web Chat widget is configured through Engagement Engine which comes with your Fusion Service SKU.
If you want to enable DA as Agent, you need to be licensed for Oracle Digital Assistant where you configure the DA as Agent skill and set up the agent channel. You also need to create a role, a user, a queue and routing rules in Fusion Service for DA as Agent.
Key Resources
- Oracle Fusion Service documentation
- Oracle Engagement Engine documentation
- Using Oracle Digital Assistant documentation
DCS support for Fusion Knowledge
Digital Customer Service Reference Implementation portal provides support for Fusion Knowledge (V2 API). Customers starting out with the enhanced Fusion Knowledge or customers migrating to Fusion Knowledge can update their customer portals accordingly using our low-code Visual Builder platform. Please refer to Fusion Knowledge updates for related information regarding the backend service and agent experience.
- Easily integrate Fusion Knowledge into your digital customer service portal experience
- Support for Fusion Knowledge V2 API
- Support for Knowledge User Groups
Steps to Enable
- Implement the new DCS Knowledge Components available in the 23A DCS Reference Implementation to your DCS application
Key Resources
Please refer to the following Oracle Fusion Service documentation:
- Information on DCS Knowledge Management Components in the Implementing Digital Customer Service documentation
-
REST API for Knowledge Management with the Redwood User Experience documentation