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 |
|---|---|---|---|
| 14 DEC 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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New Fusion Service Interview Object
A new Interview object has been added to Fusion Service for storing Intelligent Advisor checkpoint and transcript data. Checkpoints allow interactive assessments and cases to be easily resumed. Transcripts keep a record of all questions asked and answers provided during the interview.
This eliminates the manual configuration that was previously required to store interview checkpoint details.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
The new feature is enabled using the ORA_ZUP_IA_CONNECTOR_ENABLE_CHECKPOINT_INTERVIEW_OBJECT profile option in Fusion Service. No special access is required to access this profile option.
Existing implementations that use a custom object for checkpoint data will be able to transition to using the new interview object in a coming release.
If you want to configure whether agents can share checkpoints you can only do this by using a custom object, as the new interview object is set to always share checkpoints across agents.
Interview authors configure whether and when to save checkpoints and transcripts for each interview individually in Policy Modeling.
Key Resources
Configure checkpoints for Fusion Service
Configure checkpoints for Fusion Service interviews in Policy Modeling
Save an interview transcript to a connected application
Role And Privileges
Interview authors
Support for Fusion Service Interaction Objects
Fusion Service now supports the creation, loading, updating and executing of queries on the Interaction object and its associated children through Intelligent Advisor interviews.
The Interaction object is primarily used to record the communication that happens between a customer and an agent by means of any communication channel such as web, email, phone or chat.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
Specifying the mode of interaction is required for creating interaction object.
Child Interactions can be used where an interaction happens within an interaction. An example of this could be if during a web interaction, a conversation through chat also takes place.
Key Resources
Objects supported for Fusion Service
Role And Privileges
Interview authors