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 |
|---|---|---|---|
| 06 OCT 2020 | 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:
Features Delivered Enabled
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. |
Action is Needed 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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Register as a Self-Service User if You Already Have an Oracle Identity Cloud Service Account |
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Cancel Your Work Order in the Self-Service Portal
Self-service users can now cancel work orders directly in the self-service portal. Previously, the user had to contact an agent to cancel work orders. This feature reduces the number of contact center inquiries and improves the customer's experience. This functionality is available in the reference implementation and in the new component for updating and cancelling work orders.
End users want the ability to cancel a work order via self-service rather than calling and possibly waiting on hold to talk to someone. The ability to quickly and easily cancel a work order increases customer satisfaction.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
For more information about Digital Customer Service, refer to the Implementing Digital Customer Service guide.
Register as a Self-Service User if You Already Have an Oracle Identity Cloud Service Account
Existing Oracle Identity Cloud Service (IDCS) users will be able to register as self-service users. Authenticated (IDCS) users who do not have any Digital Customer Service roles will now see a message on the homepage that indicates that they are not yet registered for self-service and should sign up. The message includes a link to the Sign Up page.
Authenticated (IDCS) users will see the sign up link to register as self-service users and gain access to gain access to additional functionality such as viewing their service requests and work orders
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
For more information about Digital Customer Service, refer to the Implementing Digital Customer Service guide.