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 |
|---|---|---|---|
| 18 FEB 2022 | 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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Intelligent Advisor Component in Visual Builder Supports Checkpoints |
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Viewer Role in Intelligent Advisor Hub
Any Intelligent Advisor Hub interactive user can now be assigned the Viewer role. Users with Viewer role have read-only access in the Hub to projects, deployments and statistics, and can test and run interviews and decision services. They cannot make any changes in the Hub and are unable to create, upload, update, branch or delete anything.
This new role gives stakeholders full visibility of interviews and decision services during development, without risk of accidental changes. It also provides read-only production access to reporting users that need only to be able to access, download and analyze deployment usage data.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
Access Requirements
- Read-only users such as stakeholders
Intelligent Advisor Component in Visual Builder Supports Checkpoints
The Intelligent Advisor component in Visual Builder now supports the resume and resumeCheckpointOrStartNew action in addition to the existing start operation.
This means that interviews can be saved and later resumed by self-service users (in Digital Customer Service) and agents.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
In addition to the steps required to support this feature in Visual Builder, the policy model must also:
- Have checkpoints defined for screens in the interview, and
- Use a connection that supports checkpoints (the connection details page in Intelligent Advisor Hub indicates next to Status whether checkpoints are supported)
Key Resources
Access Requirements
- Interview Integrator
Redwood Landing Page and Search for Intelligent Advisor Hub
The Intelligent Advisor Hub landing page now displays information based on relevant recent activity and the user’s role. There is also a unified search bar that can be used to initiate administrative tasks, open help topics and navigate to objects managed in Intelligent Advisor Hub.
The updated Hub landing page allows users to quickly navigate to and take action on any Hub object. Product capabilities can be learnt quickly via suggested actions and help topics.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
The search field at the top of the page can be used to:
-
find particular deployments, projects, users, API clients, workspaces, connections, custom root certificates and client certificates.
-
search for information in the documentation related to key Hub functions. For example, searching for "charts" will provide a link that takes you to a topic explaining chart types.
-
navigate to particular areas of the Hub. For example, searching for "change password" will provide a link that takes you directly to where you can change your password in the Hub.
Key Resources
Access Requirements
- Any Intelligent Advisor Hub user
Load Context into Embedded Interviews
You can now author knowledge articles that automatically pass a contact’s PartyId into an embedded Intelligent Advisor interview. (Previously, interviews embedded in CX Sales and B2B Service knowledge could either operate anonymously, that is with no loaded data, or with data from a specific Service Request ID where, for example, an agent was viewing that article alongside an existing Service Request record.) The global object mapping in the Intelligent Advisor interview at the time it is inserted is used to automatically determine whether to pass the SrId (as previously) or the PartyId when the interview is run.
This is supported whether the article is viewed via Service, Digital Customer Service (see note below) or agent interface.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
Note that authenticated Intelligent Advisor interviews are not supported when Digital Customer Service customers are using self-service optimization (PUDS). Specifically, interviews that require the user to be a known contact, or require data to be loaded or saved to CX Sales and B2B Service from Intelligent Advisor are incompatible with PUDS. Anonymous advice interviews are supported.
Key Resources
Add an Intelligent Advisor interview to a knowledge article in CX Sales and B2B Service
Access Requirements
Integrators