| Date | Feature | Notes |
|---|---|---|
| 03 JAN 2020 | Agent Browser User Interface: Customize Navigation Set |
Removed feature from update 19B. |
| 28 OCT 2019 | Knowledge Foundation: Answer Preview Custom CSS | Updated document. Revised feature information. |
| 17 MAY 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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Agent Browser UI Themes enables users to select a color theme for the application background color. Agent Browser UI users can change the background color of the application by selecting one of the themes available in the 'preferences' menu. Each theme will colorize the background color of the application while side panels for items like chat, standard text, knowledge, and workspace tabs will have a lighter tint of the selected theme color.
Uploading Multiple Attachments to Incidents in Agent Browser UI
Users of Agent Browser UI can now upload multiple attachments at once to an incident rather than selecting attachments one by one.
Chat Transfer Enhancement: Average Wait Time
New functionality has been added to the Agent's Chat experience within the Browser User Interface, where transferring chats to queues now includes an Average Wait Time indicator. This enhancement can help the Chat Agent set expectations about possible wait times, making the customer's experience better.
New functionality has been added to the Agent's Chat experience within the Browser User Interface, where the compose control within the Engagement Panel now expands to show more content.
New functionality has been added to the Agent's Chat experience within the Browser User Interface, where chats that have been terminated by the end-user contain a Chat Concluded Indicator.
A reputation for excellent customer service can differentiate the brand and drive revenue. Oracle Digital Customer Service helps organizations earn that reputation by transforming online web service into a highly interactive customer experience.
Oracle Messaging is a new channel delivered through Oracle Service Cloud Chat. This feature integrates popular messaging platforms like Facebook Messenger and WeChat into the Oracle Service Cloud Chat channel.
*This feature is currently on limited availability.
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.
Agent Browser UI Workspace Preview
Agent Browser UI Workspace Preview enables preview edits in runtime. This will allow an administrator or any person creating a workspace for the Agent Browser UI to preview the workspace before assigning it to a user profile. With this feature, administrators can confirm the changes made are usable and accurate.
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.
Knowledge Foundation: Answer Version Delete
Answer Version Delete for Knowledge Foundation enables knowledge admins, using Answer Versioning, the ability to delete answer versions to maintain a tidy (and smaller in the DB) knowledge base. Authors can now delete a draft and historical answer versions. Answer Version Delete respects profile permission that allows for answer delete, therefore only those profiles with permissions to delete will be allowed.
Knowledge Foundation: Answer Preview Custom CSS
Answer Preview Custom CSS for Knowledge Foundation works with both the Browser User Interface as well as with the .Net Client. With this new feature, Portal administrators can see how answers will look prior to publishing the answer. So now users aren’t required to publish in order to see changes or make adjustments. Administrators will be able to preview right in the Answer editor preview mode.
Knowledge Advanced: Tasks, Recommendations, & Feedback Standard Reports
New standard reports for Knowledge Advanced allow knowledge managers to view a list of open KA tasks to better understand what is assigned to content authors, and what content should be improved. The Knowledge Advanced Recommendations report enables knowledge managers to view a list of content recommendations to understand where content improvements are required. The Knowledge Advanced Feedback report allows knowledge managers to view the feedback on content to understand how helpful it is to the organization's customers.
Knowledge Advanced: Shadow OSvC Accounts
Shadow OSvC Accounts simplifies Knowledge Advanced administration, by allowing customers to sync accounts from OSvC to Knowledge Advanced with one click. This will help administrators to change roles and content type privileges beforehand, without requiring each user to log in manually. This will speed the migration process for organizations with large authoring teams or those practicing KCS.
The Oracle Service Cloud Platform includes App Builder products, the Experience Platform and the Virtual Configuration Interface Object (CIO) Cloud Service.
Data Lifecycle Management; Support for Archived Incidents
This feature allows our customers to use the Data Lifecycle Management framework to support the purging of archived incidents. This new feature offers the following benefits; Customer visibility into the purging of archived incident functionality, consolidation of all data lifecycle configurations in a single UI, customization capability for configuration of conditions for selection of archived incidents for purging, utilization of more optimized and faster delete capability on archived incidents by utilization of bulk delete framework.
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.
Several enhancements to the OPA Chat API have been made to allow richer chat interactions to be developed, for OPA interviews.
Answers Viewed in Last 24 Hours
The feature provides a new icon that helps Agents identify the answers viewed by the contact on customer portal in last 24 hours.
Incident Reference List for an Answer
A new section called “linked incidents will be displayed within an accordion on the answer view page listing incidents that an article is attached to.