Revision History

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

Date Feature Notes
30 JAN 2018   Created initial document.


This guide outlines the information you need to know about new or improved functionality in this update.


The information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.

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Oracle Cloud Applications Version Renaming

We are changing our product versioning terminology to align with changes to Oracle Cloud CX applications environment release update and maintenance schedules. Release names will consist of the last two digits of the calendar year, followed by the letter A, B, C, or D, which correspond to the four calendar quarters. Releases will continue to be delivered in February, May, August, and November. Look for these releases in 2018:

Contact Center

Oracle Service Cloud Cross Channel Customer Service empowers organizations to provide quick, consistent, proactive and reactive assisted service across multiple channels. Oracle Service Cloud Cross Channel Contact Center helps organizations increase efficiency and reduce operational costs by enabling customers to resolve simple issues using self-service, while directing the more complex issues to contact center agents.

Multi Edit Workspaces

This release adds Browser User Interface support for Multi-Edit Workspaces for Contacts, Organizations, Tasks, Answers, Assets, and Custom Objects. This includes supported fields, controls and options set in the Workspace Designer in the Smart Client. Once added, Admins can customize what can be edited in the Multi-Edit Workspaces.

Knowledge Management

Knowledge Management is essential for delivering exceptional customer experiences and increasing customer loyalty. In the contact center, empowered, efficient agents must have access to timely information when they need it. Customers expect to find answers to their questions quickly and easily, when and where they ask them. Oracle Service Cloud Knowledge Management provides a fully integrated knowledge management solution that delivers a seamless, consistent experience across all channels, from self-service and contact centers to communities and social sites.

Knowledge Advanced

Product and Category Landing Pages in Customer Portal

Developers can create product and category specific pages in Customer Portal, enabling users to select products and categories of interest and navigate the hierarchies using breadcrumbs and images. All searches from the page will automatically use the selected product or category, and answers displayed will be specific to the product or category.

Knowledge Foundation

CKEditor for Answers (.Net)

Previously the CKEditor was only available in the Browser User Interface, with the 18A release the CKEditor will now be enabled across both BUI and the .Net editor.  The CKEditor supports HTML5. 

Answer Versioning

Answer Versioning has been released for Knowledge Foundation in the .Net Client. Answer versioning will enable knowledge authors to draft and publish versions of answers, compare versions side-by-side and view historical and live versions of an answers.


The Oracle Service Cloud Platform includes App Builder products, the Experience Platform and the Virtual Configuration Interface Object (CIO) Cloud Service.

Bulk Delete APIs for Orgs and Accounts

The Bulk Delete APIs for Orgs and Accounts feature enables customers to purge accounts and orgs directly, using APIs. Additionally, it allows the flexibility to delete selective data based on custom ROQL queries.

MySQL Upgrade to 5.7

Oracle Service Cloud will be upgraded to MySQL 5.7 from MySQL 5.1, starting February 2018.

Data Lifecycle Management

The Data Lifecycle Management feature provides a generic framework to host all data life cycle policies and the ability in CX to enforce the policies and support canned policies to purge certain transaction types. In this phase of the implementation, customers can enable canned DLM policies on transaction tables to purge records based on custom conditions that can be created on pre-listed/static set of filter fields. 

PHP Upgrade to 5.6.31

In this release a PHP Upgrade has been performed for security compliance, from 5.6.18 to 5.6.31.

Supported Platform Changes

End User (Customer Portal)

Agent .NET

Agent Browser

Starting with 18A, there will no longer be specific browser support for Service Cloud Browser UI - instead, all BUI browser support will follow the Oracle browser support policy located at: Any questions about BUI browser support will be re-directed to that policy.