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 |
|---|---|---|---|
| 26 JAN 2024 | Digital Customer Service |
Updated document. Revised feature information. |
|
| 26 JAN 2024 | Digital Customer Service |
Updated document. Revised feature information. |
|
| 26 JAN 2024 | Digital Customer Service |
Updated document. Revised feature information. |
|
| 01 DEC 2023 | Created initial document. |
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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 |
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Digital Customer Service Support for Appointment Scheduling and Rescheduling in Oracle Field Service |
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Digital Customer Service Support for Appointment Scheduling and Rescheduling in Oracle Field Service
The Digital Customer Service Reference Template supports improved integration with Oracle Field Service to allow an end-user to schedule and reschedule a field service appointment from the registered asset on the support portal. Our Fusion Service customers can leverage these out-of-the-box Asset Based Service flows for their Digital Customer Service portal implementation.
- Speed up your Digital Customer Service portal implementation with out-of-the-box flows
- Directly create or update a field service activity (or Work Order) in Oracle Field Service without first creating a Service Request
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
Requires Asset Based Service integration (Installed Based Assets in Fusion Service and Oracle Field Service)
Key Resources
Implementing Digital Customer Service documentation.
Learn more about Asset Based Service in the Fusion Service documentation.
Learn more about Oracle Field Service here or review the available documentation.
Access Requirements
Sign in to Oracle Visual Builder editor as a user with the Developer role.
Upgradable DCS Knowledge Components
The Knowledge components that are available for developing your Digital Customer Service application in Oracle Visual Builder are now upgradable and continue to support customization. Additional upgradable components have been added in 24A to search and filter articles. The component to view articles has been enhanced with a feedback field to make comments to a document that will create a task for the knowledge management team. See component documentation in Visual Builder.
You can find these components in the oj-dcs JET Pack:
- Tag Name <oj-dcs-km-article-list> or Display Name <Knowledge Article List> to display a list with articles
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Tag Name <oj-dcs-km-search> or Display Name <Knowledge Search> to provide search and filter functionality
-
Tag Name <oj-dcs-km-facet-selector> or Display Name <Knowledge Facet Selector> to filter across facets
-
Tag Name <oj-dcs-km-article-view> or Display Name <Knowledge Article View> to view an article was enhanced with a new field to display the suggest changes button and feedback dialog
Business Benefit:
- Upgradable component
- Leverage any bug fixes and added features
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
Using our latest Digital Customer Service Reference Template, this feature is automatically available. See component documentation in Visual Builder.
Key Resources
Learn more about the Digital Customer Service components that are available when developing your application in Oracle Visual Builder in the Implementing Digital Customer Service documentation (chapter Components). See detailed component documentation in Visual Builder.
Access Requirements
Sign in to the Oracle Visual Builder editor as a user with the Developer role.
Web Chat for Fusion Service Support for 23.12 Client
Engagement Engine now supports the Web Chat for Service 23.12 client version. You should implement Web Chat inside the Embedded Service widget for a more unified service experience. Besides chat with a human agent or a bot (DA as an Agent), Embedded Service can also search knowledge, show popular articles, show clickable top actions and create a service request to provide multi-functional help at the point of need.
What's improved?
- Persistence timeout - A new parameter persistenceTimeout that gives better control to the persistence feature and sets a timeout in seconds after which Web Chat will not try to restore the session when navigating back.
- Client greetings - It is now possible to not display the greeting message if you are for example using the digital assistant skill to push the first message.
- Connectivity - A message is now shown when the user is experiencing network issues.
- Engagement Engine Administration - Improved component UI for Web Chat for easier configuration of the attributes. You will also get embedded error notifications when you are using incorrect JSON code when configuring the component or rules.
- Engagement Engine will conform to the third-party cookie policy from Google Chrome
Business Enablement:
- Adapt the behavior of Web Chat to your desired customer experience
- Easier administration via the point and click Engagement Engine Interface
Steps to Enable
- Login to Engagement Engine
- Navigate to Settings - Embedded Service tab
- Create new component for the latest version
- Activate the chat screen
- Configure your desired attributes and publish
- Activate the component with the latest version in your rule(s)
Tips And Considerations
The Web Chat for Service 23.12 client and new features are available via the Engagement Engine Editor. You should implement Web Chat inside the Embedded Service widget for a more unified service experience.
Key Resources
Check out the Playbook How do I implement Embedded Service?
If you are licensed for Oracle Digital Assistant and you want to learn how to set up Digital Assistant as an Agent to use a chatbot in your Fusion Service implementation, please refer to the Oracle Fusion Service Documentation.
Access Requirements
If Engagement Engine has not been enabled on your site, please submit a Service Request.
Embedded Service 24A Enhancements
Embedded Service is a syndicated widget that you can deploy on your Digital Customer Service application or any web page through the Engagement Engine single tag. Embedded Service provides multi-functional help at the point of need and allows you to insert a full support experience in any page with modular components like Search Knowledge, Popular Articles, Top Actions, Digital Assistant as an Agent (ODA), and Live Chat with a human agent.
What's new:
- Service Request creation - A new modular component with a form has been added that creates an SR. This only works for an authenticated user in this release.
- Conditional Chat - The web chat screen is shown or hidden based on agent availability and polling for available agents is supported
What's improved:
- Web Chat for Service - More Web Chat properties and custom strings are exposed in Engagement Engine when using Web Chat integrated in Embedded Service.
- Additional rules actions in Engagement Engine - Rules actions for Embedded Service Top Actions, Search and Chat
- Engagement Engine will conform to the third-party cookie policy from Google Chrome
Business Enablement:
- Drive More Deflection: Enable richer, more flexible and contextual self-service options at the point of need.
- Business Agility: Easily meet changing business requirements while enabling highly personalized user experiences
- Low code: Make available on any page with single tag deployment
- Simplified Administration: Centralized administration in Engagement Engine offers complete configuration and branding options via a point and click interface
Steps to Enable
- Request Engagement Engine with the “Embedded Service” feature via Service Request against Digital Customer Service
- Create a new Embedded Service component in the Settings area of Engagement Engine
- Create a new Site in Engagement Engine where you want to enable Embedded Service
- Create a new Rule in Engagement Engine to ”load Embedded Service” on your website
- Optionally configure and test connection to DA as Agent in Oracle Digital Assistant (if you are using ODA)
- Setup Engagement Engine tag on your website
Tips And Considerations
You will need the Engagement Engine Editor to set up Embedded Service.
Key Resources
Check out the Playbook How do I implement Embedded Service?
If you are licensed for Oracle Digital Assistant and you want to learn how to set up Digital Assistant as an Agent to use a chatbot in your Fusion Service implementation, please refer to the Oracle Fusion Service Documentation.
Access Requirements
Request Engagement Engine via Service Request against Digital Customer Service.