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 |
|---|---|---|---|
| 02 JUN 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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Provide Users with View Your Technician's Location functionality using the Work Order Data Component |
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Provide Users with View Your Technician's Location functionality using the Work Order Data Component
The ability for self-service users to view their technician's location is now available in the Work Order Data component. Developers can add this component to their application so self-service users can quickly locate their technician and know when the technician will arrive at their site.
Key benefits of this feature include a reduction in calls to contact centers to determine a technicians's location, an improvement in customer experience, and cost savings due to fewer customer no-shows. Additionally, it's easy on your developers who simply drag and drop the component onto a page in their application.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
The Work Order Data Component is available for Digital Customer Service developers to use in their applications.
Key Resources
- See the "Components" chapter in the Implementing Digital Customer Service guide.
Role Information
Digital Customer Service Developers can add the Work Order Data component to their applications.