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 |
|---|---|---|
| 15 FEB 2019 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
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Workflow Allow User to Load Specific Record
The Workflow will allow a user to search and load a specific record.
The Change Element is used to find and load an existing record to associate with the current workflow working record.
The feature allows agent on browser UI to use interactive spell check option as part of search result so that my misspelled search queries can be corrected with ease.
A reputation for excellent customer service can differentiate the brand and drive revenue. Oracle Web Customer Service helps organizations earn that reputation by transforming online web service into a highly interactive customer experience.
Oracle Virtual Assistant UI Enhancement
In 19A, Oracle is releasing a customer and partner facing Virtual Assistant UI to author complex and custom conversations also know as dialogs. This release will also begin supporting multiple languages on a single instance of Virtual Assistance. This enhancement optimizes Natural Language Processing for each language allowing organizations to tailor their Virtual Assistant responses appropriately with customers leading to a better customer experience. This feature is currently limited availability. If you are interested in Virtual Assistant, please reach out to your Oracle teams.
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.
GDPR Chat: Remove Denormalized Data
To ensure that GDPR compliance standards are met, Administrators may need to delete data from the chat tables. With this release, updates have been provided which allow administrators to update or delete data from the chat table through a new custom report. This custom report also allows includes inline editing, as well as single and multi-deletion of rows.
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 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.
Email Notification Based on Content Type
Knowledge Advanced users can subscribe to receive email notifications for a particular answer. Once subscribed to the answer, the user will get email notification every time the answer is modified or updated. In this release, this feature has been extended to include subscription based on content type. This allows users to subscribe to all the answers under a particular content type or a combination of content type and product or category or both. This triggers an email every time any of the answers under the content type are changed. It also triggers an email when a new answer is added to the subscribed content type.
Knowledge Advanced: Recommendations and Article Feedback Tables
For large authoring teams it is important to understand the authoring workload and prioritize resources accordingly. This new capability exposes content, task, subscription and recommendation data so that report administrators can build reports using Oracle Service Cloud reporting capabilities. Providing new views including Recommendations, Feedback, Content, Content Types, Tasks, Subscriptions, and Product & Category Mappings. This feature makes it easier for knowledge administrators to manage the authoring process with visibility into tasks, and improve article quality with more granular view of article feedback and responsiveness. As well as understand most popular articles based on subscriptions.
Policy Automation enables the automation of an organization’s business rules, processes, policies, or regulations. With Policy Automation, organizations can ensure polices and regulations are being met, leverage intelligent decisioning, capture the right customer information in interviews, assist the resolution of complex service requests, and help determine product or service eligibility.
Upload Images in Embedded Forms
This features gives the flexibility to add image upload groups in form templates. This makes it easy for administrators to design and indicate the location in a form where an uploaded image should appear. Customers benefit by having an improved user interface that can include logos, photos and more.
The Chat API enables conversational, personalized chat experiences that are easy to deliver and maintain. Leveraging OPA’s intelligent question authoring to make the conversational advice easy to deliver and easy to maintain. It is integrated out of the box with Oracle Policy Automation and Service Cloud Chat, but could be leveraged with other chat-based interfaces, such as Oracle Digital Assistant. This reduces the maintenance costs for chat-based service and advice. It also defines a single audible advice flow. Finally, it works the same way as interviews and can create service requests or other objects for the connected system.
Leverage Interview Data in Interview Extensions
This capability enables the ability to define which fields will be visible on every screen for easy navigation. This provides a more unique and highly personalized navigation experience by adding custom authoring requirements.
This configuration adds new parameters to data management for interview checkpoints including the ability to resume interviews with various data options. Making certain users can always move forward and resume the interview, even if they need to start over or save key data to resume their interview experience.
The Oracle Service Cloud Platform includes App Builder products, the Experience Platform and the Virtual Configuration Interface Object (CIO) Cloud Service.
- Firefox support moves to version 63 or greater (previous 61 or greater). Maintain support for 60 ESR or greater.
- Chrome support moves to version 70 or greater (previous 68 or greater)
- Add support for Windows 10 (Build 1809)
- Drop support for OS X 10.11, Maintain support for macOS 10.12 or greater
- Drop support for Android 6.x
- Add support for Android 9.x
- Drop support for .net framework 4.5.2, 4.6, 4.6.1, 4.6.2 (though we will not prevent customers from logging in with those versions so we need to be sure to maintain some test coverage of those versions; in 19B, we will prevent logging in with those versions)
NOTE: As a reminder, Service Cloud Dev does not delineate browser support for BUI (Agent Browser). Instead we follow the Oracle-wide web browser support policy found here: http://www.oracle.com/technetwork/indexes/products/browser-policy-2859268.html
Element Manager: Support for Navigation Sets and Reports with Scripts
Element Manager reduces the time it takes to package and move complex features built with configurable and extensible elements of the CX suite from site to site. Reducing manual configuration friction saves customers money and makes demonstrating the power and extensibillity of our system simple. In this release, we plan to support navigation sets and Reports with Scripts in the Element Manager UI and Public API for customers to import and export. The dependencies between the elements are handled automatically by the Element Manager reducing the number of errors and complexity thereby reducing the cost and man hours associated with migrating the configurations from one site/interface to another.
Minor version PHP Upgrade is performed for security compliance from 5.6.31 to 5.6.38, providing improved security standards for enterprise customers