Revision History

This document will continue to evolve as existing sections change and new information is added. All updates are logged below, with the most recent updates at the top.

Date

What's Changed

Notes

06 MAY 2016

Initial Document Creation

Oracle Service Cloud May Release Overview

Oracle continues to empower great customer experiences with Oracle Service Cloud. The May 2016 release of Oracle Service Cloud adds new capabilities across the suite, including enhancements to Knowledge Advanced, Web Customer Service, Policy Automation, and the Agent Brower User Interface.

Industry-leading Policy Automation continues to offer new features that enable organizations to automate complex service requests. Capabilities included in this release enable omni-channel interviews, expand interview experiences, and help enhance Human Resources initiatives with a new sample project.

Web Customer Service

Customers today are turning to the Web when they have a question, need to find information, or want to purchase a product or service. Organizations are leveraging this opportunity to connect with their online and mobile customers, and they are enhancing those interactions with technologies like Co-browse. They are also providing a platform for their customers to connect with each other by embedding customer communities within the cross-channel experience as a key component of delivering modern customer service.

Co-Browse Audit Reports

With the May release, Co-browse Administrators can access audit reports showing all changes made to a specific configuration. Administrators can search for changes made by a specific user, to a specific site location, or on a specific date or date range. The Audit report shows changes made to any UI or to security and privacy settings. The report also shows when new companies, users, and site locations have been created. Audit reports can be sorted and exported as needed. This new reporting capability provides increased visibility into the status of a Co-browse deployment and crucial information when configuration issues require further analysis.

Customer Portal – Connect PHP API 1.3

Customer Portal now supports Connect PHP API, Version 1.3, which provides developers with a set of objects that are available in the Connect Common Object Model (CCOM).

Cross Channel Contact Center

Oracle Service Cloud Cross Channel Customer Service enables organizations to provide quick, consistent, proactive, and reactive assisted service across multiple channels. Oracle Service Cloud Cross-Channel Contact Center can help 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.

Turkish Language Support

Oracle Service Cloud continues to expand language support with the addition of Turkish. With the May 2016 release, the Turkish language is fully supported within the Oracle Service Cloud agent desktop and customer portal. All labels in customer portal and message bases in the agent desktop support Turkish. Turkish spell check is included as well.

Enhanced Mailings and Email Processing

The May 2016 release adds enhancements to broadcast mailings through a feature called scalable audience calculation. Scalable audience calculation allows allows all customers to benefit, by creating the audience in batches from production, instead of relying upon replication data for audience queries.

Additionally, customers can directly add inline images as MIME types to their message templates, instead of linking to a file attachment server.

This release also enhances the process for handling incoming email. For Oracle-managed mailboxes, emails are processed when they arrive. This increased processing speed leads to near real-time creation of incidents from incoming email. This change is automatically available to all customers with Oracle-managed mailboxes on May 2016 versions and later.

Service Cloud Out-Of-The-Office Accelerator

The Service Cloud out-of-the-office accelerator eliminates incident management issues when agents are out of the office. As the customer interacts with incidents, this accelerator can proactively complete the process by either notifying the customer or automatically routing the incident to another agent.

Other Enhancements

With the May 2016 release, internet browser controls inside the agent desktop can be set to Microsoft Internet Explorer 11. This setting allows customers to take advantage of modern IE features.

Agent Browser User interface

The May 2016 release adds new functionality to the Agent Browser UI for managers and agents, including workspace rules, extensibility with a JavaScript API, Social Monitoring, and additional Knowledge Advanced capabilities.

Multiple Live Chats and Chat Transfers

With the May 2016 release, the Live Chat Browser UI now supports multiple chat sessions concurrently, allowing agents to keep multiple chats open at the same time. In addition, features that increase chat agent efficiency have been added, including a timer, message counts, color cues for active sessions, and a wrap-up timer.

Additionally, with May 2016, chat sessions can be transferred to another queue; when transferring a chat session, agents can now share information regarding that session in context using private messages.

Enhancements to Workspace Rules and Extensibility

Workspace rules in the Browser UI have been enhanced to increase agent efficiency with automatic actions, including adding standard text to threads and using editor comments such as forward, copy, and paste.

The May 2016 release exposes additional methods, properties, and events to interact with the Browser UI’s record context and data. Using the Browser UI Extensibility Framework, developers now have the capability to use methods to Save, Save and Close, Copy, and further automate agent work by UI and data mashups.

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 to contact centers to communities and social sites.

Oracle Service Cloud Knowledge Advanced

With the May 2016 release, Oracle continues to add new capabilities to the Knowledge Advanced edition, with new functionality in Knowledge Advanced for Customer Portal and Advanced Knowledge for Agent Desktop.

Assign Groups to External Collections

This new feature enables administrators to classify external knowledge content with a specific user group or groups within Knowledge Advanced. Assigning groups to External Collections allows content to be filtered and delivered to the appropriate audience.

Data Aggregation and Reports Rationalization

The May release adds data aggregation and reports rationalization that allow reporting to be segmented by specified time periods. These additions help reduce the report size and increase performance by allowing users to aggregate data within given time periods.

Incident Reference

Agents and knowledge managers can now see a list of incidents that a specific article is linked to. This feature helps knowledge managers validate whether a specific article is the correct resolution for a particular issue by evaluating the number of times that the answer is linked to incidents with similar issues. Additionally, an incident reference allows users to see which articles are most frequently used, without running a report.

Content Visibility Rules for Agents and Customers

Content visibility rules allow knowledge managers to configure Knowledge Advanced to segment knowledgebase articles for different agents using user groups and web roles.

Advanced Knowledge Syndication Widget

The May release delivers an Advanced Knowledge syndication widget that enables customers to consume knowledge on a third party site in a seamless and secure way.

Policy Automation

Policy Automation enables the automation of an organization’s business rules, processes, policies, or regulations. With Policy Automation, organizations can easily provide intelligent service to complex service requests.

Omni-Channel Interviews

The May release enhances both the agent and customer experience by adding functionality to start an online interview, pause it, and resume it later. In addition, signatures can be added to documents. Policy Automation provides sample projects that can be used to start business initiatives. For instance, this release includes a new sample project for Human Resources.

Interview Checkpoints

Interview checkpoints allow both agents and customers to save an in-progress interview and resume it later. Whether launched from the customer portal or an agent desktop, interview checkpoints can automatically save progress at selected points in the interview. The administrator or policy author has the flexibility to configure interview checkpoints on every screen or after select screens.

Signatures

At the conclusion of an online interview, any document can be presented to the customer. Signatures from the organization can be added to documents to ensure the validity of the service.

Human Resource Sample Project

Policy Automation ships with a variety of projects to help accelerate knowledge of the product and provide real business solutions. In this release, a Human Resources (HR) sample project is included that provides capabilities for a common HR process: parental leave. It includes complex business logic, including salary calculations and leave time.

Oracle Service Cloud Platform

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

Expanded API Capability

The May release adds enhancements to the REST API and Encryption/Crypto PHP API, including enhanced metadata and new API methods. These API enhancements include reset password, send mailing to contacts, and executive marketing flows.

Encryption/Crypto PHP API

To protect sensitive data in integrations and customizations, the Encryption/Crypto PHP API in CPHP supports encryption/decryption and other cryptographic functions.

Oracle Service Cloud Integration

Oracle continues to invest in integration to other applications; the May release introduces two new integration accelerators for mobile and Service Cloud out-of-the-office. Accelerators are a collection of sample code, sample workflows and best practices, documentation and design guidance to assist customers with seamless updates or integrations with Oracle Service Cloud.

Mobile Accelerator

With the May 2106 release, a new mobile accelerator using the Connect REST API is available. This accelerator allows customers and partners to integrate with Oracle Service Cloud using Representational State Transfer (REST) API to create mobile applications for Oracle Service Cloud, using the Oracle Mobile Architecture Framework (MAF). Oracle’s MAF enables developers to rapidly develop single-source applications and deploy to both Apple's iOS and Google's Android platforms.  

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