This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 08 JAN 2021 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
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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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Authenticated self-service users can reschedule an existing work order appointment at their own convenience without having to contact an agent. This reduces the number of customer support calls and service requests.
Reschedule Work Order
Allowing authenticated self-service users to reschedule their own work order appointments reduces the number of customer support calls and service requests.
Steps to Enable
- Sign in to B2B Service as administrator or setup user.
- In the Setup and Maintenance work area, go to the following:
- Offering: Service.
- Functional Area: Digital Customer Service.
- Task: Manage Proxy User Configuration Data.
- To add new objects, do the following:
- In the Search Results area, click the New (+) icon.
- Add the URL pattern: /crmRestApi/resources/.*/svcWoCapacities
- Click the drop down list and add the HTTP method: GET, OPTIONS
- Click the drop down list and choose the user role: Customer Self-Service User
- Add the proxy user key: PUK#_SELF_SERVICE_USER
- Click Active. The checkbox should be checked.
- Click Allow Identity Propagation. The checkbox should be checked.
- Click Save and Close.
Tips And Considerations
Proxy user configuration data is cached for a duration specified by the SVC_CSS_PUDS_CACHE_DURATION profile option.
If this value is changed then the cache is cleared. For changes made using this UI to be read immediately, the value of SVC_CSS_PUDS_CACHE_DURATION profile must be altered. The recommended action is to add or subtract 1 minute from the existing value.
Key Resources
Offer Chat Only When Agents Are Available
You can now make chat available to self-service users only when an agent is available to accept the request.
This feature boosts customer satisfaction because self-service users won't be kept waiting for an agent to accept their chat when no agents are available.
Steps to Enable
- Set SVC_CHAT_INLAYS_ACCESS_ENABLED profile option to Yes.
- Set the default value of the DCS chatPollingEnabled application variable to true.
Key Resources