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
06 FEB 2018   Created initial document.

Overview

This guide outlines the information you need to know about new or improved functionality in Oracle Service Cloud 18A and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable to begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.

For a listing of hardware and software requirements for Oracle products, log in to our support site and access Answer ID 31.

Security & New Features

We would like to remind you if your system has modified security structures you may need to advise your security administrator of new features.

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Feature Summary

Action Required to Enable Feature

Feature

Automatically Available

End User Action Required

Administrator Action Required

Oracle Service Request Required

Oracle Cloud Applications Version Renaming

Contact Center

Multi Edit Workspaces

Knowledge Management

Knowledge Advanced

Product and Category Landing Pages in Customer Portal

Knowledge Foundation

CKEditor for Answers (.Net)

Answer Versioning

Platform

Bulk Delete APIs for Orgs and Accounts

MySQL Upgrade to 5.7

End User (Customer Portal)

Data Lifecycle Management

Agent Browser

Agent .NET

PHP Upgrade to 5.6.31

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:

Steps to Enable

No steps are required to enable this feature.

Key Resources

Contact Center

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.

Steps to Enable

No steps are required to enable this feature.

Key Resources

Knowledge Management

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.

Steps to Enable

Customers can configure the home page using the OkcsVisualProductCategorySelector widget to display either a product landing page or category landing page. The home page is configured as a product landing page by default. Customers can edit the home page to set the value of the widget to either product or category, depending on their preference. 

Tips And Considerations

Customers can also add images to display for each product and category, and can set the number of products or categories to display to any value between 1 and 40.

Key Resources

Role Information

Knowledge Foundation

CKEditor for Answers (.Net)

Previously, the CKEditor was only available in the Browser User Interface. With the 18A release, the CKEditor is enabled across both BUI and the .NET editor.  The CKEditor supports HTML5.

Steps to Enable

No steps are required to enable this feature.

Key Resources

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. 

Steps to Enable

No steps are required to enable this feature.

Key Resources

Platform

Bulk Delete APIs for Orgs and Accounts

This feature provides APIs that allow customers to perform bulk deletes of accounts and organizations. It also provides the flexibility to delete selective data based on custom ROQL queries.

Steps to Enable

No steps are required to enable this feature.

Tips And Considerations

The bulk delete feature can be accessed only by profiles having the required permission. An invalid access error occurs if bulk delete is performed by a profile that does not have the necessary permission.

Key Resources

MySQL Upgrade to 5.7

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

Steps to Enable

No steps are required to enable this feature.

End User (Customer Portal)

Steps to Enable

No steps are required to enable this feature.

Data Lifecycle Management

The Data Lifecycle Management feature provides a generic framework to host all the 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.

Steps to Enable

No steps are required to enable this feature.

Agent Browser

Starting with 18A, there is no specific browser support for Service Cloud Browser UI. Instead, all BUI browser support will be governed by the Oracle Software Web Browser Support Policy. Any questions about BUI browser support will be re-directed to that policy.

Steps to Enable

No steps are required to enable this feature.

Agent .NET

Steps to Enable

No steps are required to enable this feature.

PHP Upgrade to 5.6.31

For security compliance, the PHP in this release has been upgraded from version 5.6.18 to version 5.6.31.

Steps to Enable

No steps are required to enable this feature.