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 |
|---|---|---|---|
| 04 MAY 2023 |
Digital Customer Service |
Digital Customer Service enhancement to create attachments when submitting Service Requests | Updated document. Developed new feature in update 23B. |
| 04 MAY 2023 |
Digital Customer Service |
Knowledge Search Auto-complete | Updated document. Developed new feature in update 23B. |
| 04 MAY 2023 |
Digital Customer Service |
Oracle Identity Cloud Service Keep me signed in support for Digital Customer Service | Updated document. Developed new feature in update 23B. |
| 04 MAY 2023 | Digital Customer Service |
Updated document. Developed new feature in update 23B. |
|
| 03 MAR 2023 | Created initial document. |
This guide summarizes all features that have been delivered for this Release including new features available as a part of our continuous feature delivery process.
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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.
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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. |
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|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
|
||
Digital Customer Service enhancement to create attachments when submitting Service Requests |
||||||
Oracle Identity Cloud Service Keep me signed in support for Digital Customer Service |
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Knowledge Article Feedback Suggestions
The Digital Customer Service reference template supports feedback on knowledge articles. Knowledge suggestions allows authenticated self-service users to suggest improvements, changes or corrections to existing knowledge articles.
Quality knowledge articles can help reduce service requests because end-users can resolve questions on their own. Allowing authenticated end-users to provide recommendations and suggestions to an existing knowledge article can improve the quality of articles and in addition, increase their engagement and customer satisfaction. Authors in Fusion Knowledge can use this feedback to continuously optimize their knowledge base with content relevant for their readers.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
Article suggestions is supported in the DCS reference template and components for V2 APIs.
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
-
For managing article suggestions, please refer to the Manage Articles section in the Using Knowledge Management in the Redwood User Experience documentation
Digital Customer Service enhancement to create attachments when submitting Service Requests
This release offers you an enhancements for submitting Service Requests (SR) from the Digital Customer Service portal which are available in the reference implementation template. A user can now add attachments when submitting a Service Request.
Service Requests are more complete when attachments have been added by the submitter and will give the agent more context.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
- Please refer to the latest Implementing Digital Customer Service documentation.
Knowledge Search Auto-complete
Knowledge Search component now has support for auto-completion when typing in a Search term.
This is an improvement for the search experience an end-user has on the Digital Customer Service portal to find a relevant article from the knowledge base.
Steps to Enable
You don't need to do anything to enable this feature.
Web Chat for Fusion Service support for 23.02 Client
What's New
- User Is Typing Indicator - The first release only supported the agent is typing indicator, now we fully support that the user and the agent get visual confirmation that both parties are engaged in the conversation
- Support Custom Fields in Pre-launch Form - Like in Inlay, now we fully support custom fields as input fields in the pre-launch form.
- Support for New Standard Fields for Fusion Service - Fusion has extended the supported list of standard fields and they have been included in this release.
- Dynamically Update the connectionData Setting - An added action allows you now to update the connection data after having initiated the widget.
- Support Persistence - When navigating away and back or reloading the page, the connection with Chat is not lost anymore but re-established.
What's Improved
- The setting userInfo is now called connectionData - The name of the setting now is more representative of what information it contains.
- The setting botNames is depreciated - This setting is not needed anymore to distinguish bots from agents.
Business Enablement:
- Fusion has extended the supported list of fields that can be passed from the chat client, and they have been included in this release.
- Custom fields can be added to the pre-launch form to optimize routing and first contact resolution.
- Connection data can be dynamically updated to accommodate for variable changes on the underlying page.
- Improved end-user and agent experience during chat interactions with persistence and typing indicator.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
The Web Chat for Service 23.02 client and new features are available via the Engagement Engine Editor
Key Resources
Once Engagement Engine has been enabled, see the Oracle Engagement Engine Cloud Service Documentation for complete steps for configuring, testing, deploying, and best practices for Engagement Engine. See Chapter: Integrating Engagement Engine with Web Chat for Service.
Oracle Digital Customer Service Documentation (see Chapter Implement Web Chat)
Access Requirements
If Engagement Engine has not been enabled on your site, please submit a Service Request.
Oracle Identity Cloud Service Keep me signed in support for Digital Customer Service
The Digital Customer Service Reference Template now supports the Keep me signed in feature available in Oracle Identity Cloud Service.
The Oracle Identity Cloud Service feature is designed to give users access to customer's applications without needing to log in again.
Steps to Enable
Provide the required access before using the feature. Details are in the Access #Requirements section.
Follow the steps in the Oracle Identity Cloud Service documentation.
In Digital Customer Service there is a Property on the Sign in component in VB that you can modify.
Tips And Considerations
Enable the property in the Digital Customer Service Sign in component.
Key Resources
Oracle Identity Cloud Service documentation.
Access Requirements
System Administrator