Cloud Readiness / Oracle Service Cloud
New Feature Summary
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  1. Update 19C
  1. Revision History
  2. Overview
    1. Agent Browser Analytics
        1. Message Post Indicator
    2. Agent Browser Console
        1. Page Peek in Interaction WS
    3. Agent Browser Knowledge
        1. Short Cuts on Answer Detail Page
        2. Cache for Recommended Answers
        3. Display Linked Answers Icon
    4. Agent Browser Workspaces
        1. Incident Thread Type Filtering
    5. Digital Customer Service
        1. Chat Inlay Enhancements
        2. Video Chat – Expansion to EMEA
    6. Knowledge Management
        1. Switch Locale on Answer Detail Page of Customer Portal
    7. Platform
        1. Augmented Reality Accelerator for CX Service
        2. Element Manager Enhancements
    8. Policy Automation
        1. Policy Modeling Debugger Enhancement
        2. REST Integration Protocol for Interviews
        3. Integration Cloud Service OPA Interview Adapter
        4. Update All Inclusions

Update 19C

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
23 OCT 2019 Platform: Element Manager Enhancements Updated document. Revised feature information.
19 AUG 2019   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.

This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.

Agent Browser Analytics

Message Post Indicator

New functionality has been added to the Agent's Chat experience within the Browser User Interface, where chat messages that have not been delivered to the end-user are highlighted by the new Message Post Indicator.

Agent Browser Console

Page Peek in Interaction WS

The Page Peak control is now supported on the Interaction WS for chat in Agent Browser.

Agent Browser Knowledge

Short Cuts on Answer Detail Page

Now short cut keys are supported on answer detail page.

Cache for Recommended Answers

Improved performance in loading recommended answers as they are retrieved from cache instead of database using API calls.

Display Linked Answers Icon

User can use linked answers icon to identify answers already linked to the incident, without having to go to 'linked answers' tab.

Agent Browser Workspaces

Incident Thread Type Filtering

Agent Browser UI users can use the 'filter' option on the thread control within their incident workspace to filter on thread types such as private note, response, customer entry, etc.

Digital Customer Service

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.

Chat Inlay Enhancements

In the 19C release, there are several enhancements to the Chat Inlay, including:

  • Customize strings and labels - You can use a configuration file to override the default strings and labels for all inlays.
  • Define themes - You can easily define one of the 10 out-of-the-box themes.
  • Offer surveys - We created a flexible structure that lets you offer a post-chat survey to your end-user.
  • Modify pre-chat fields - You can use attributes to show or hide pre-chat fields and designate them as required or optional.
  • Access documentation - Online documentation for chat inlays, including release notes, is updated with every release.
  • Offer chat - We created a chat offer dialog within the embedded chat inlay so that you can offer chat to your end users without the need for the proactive chat inlay.
  • Routing improvements - We added product, category and queue ID attributes to facilitate routing for the chat server.

Video Chat – Expansion to EMEA

Video chat is now enabled for Service Cloud customers in EMEA via our Frankfurt data center. We also made these improvements:

  • You and your customers can move, minimize, or restore the self-view video pane (small box) within the boundaries of the main video.
  • You and your customers can opt to disable the self-view window.

Knowledge Management

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. 

Switch Locale on Answer Detail Page of Customer Portal

This feature enables customer portal users to change the language of an article that they are viewing.


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

Augmented Reality Accelerator for CX Service

Oracle envisions a nearby future where existing paradigms of self-service, assisted service, and field service will be transformed by tools and content that enables increased immediate resolution by employees and customers; a similar shift to that of mobile computing. Decreasing cost and opening the potential to generate new revenue are the key business drivers. Spatial computing enables service paradigms where the physical-world is blended with the digital and information is contextally delivered to support service actions. The capabilities will shift the way organizations empower their customers and employees, while simultaneously driving down the cost to the business for each interaction. Augmented reality (AR) coupled with the Oracle CX Service solution enables contextual insights into smart device performance that empowers device owners, service orgs, technicians, and more. AR enriched insights can be gleaned from data generated by devices and enables the ability to peer "inside" the device without touching the device.  Processes like repair, training, and maintenance procedures are delivered through interactive “digital twin” representations of physical assets, which enables even novice personas to quickly familiarize themselves with device configuration and operation.  Oracle exposes these concepts by merging spatial recognition, knowledge content, interactive procedures, integrated channels, and 3D animations with Oracle Service capabilities. Digital overlays within an AR experience guide users to apply their newly developed skills during interaction with real world physical objects.

Element Manager Enhancements

The Element Manager UI and API now supports message bases, configuration bases, standard texts and custom objects and attributes.

We also updated the UI, improved the dependency resolution, and added permission assignment during the import stage of a workflow.

Element Manager automatically handles the dependencies between elements. This reduces the complexity, errors, cost, and time associated with migrating configurations from one site or interface to another.

Policy Automation

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.

Policy Modeling Debugger Enhancement

The Policy Modeling Debugger has been enhanced to rapidly resolve batch integration problems.  This will allow the policy tester to apply the rich testing capabilities already available in the Debugger for debugging issues in their batch assessments, including:

  • Reading decision reports to understand how a decision was reached
  • Viewing what data was provided and which rules were invoked and
  • Streamlined creation of unit test cases

On load, the user will be presented with a list of assessments in the batch file, allowing the user to quickly jump to the case that requires review.

REST Integration Protocol for Interviews

The REST Integration feature continues to build on the functionality for the OIC interview adapter and allow external adapters to be built for other applications such as a legacy on-premise application or other 3rd party middleware application.

Integration Cloud Service OPA Interview Adapter

In the 19C release, a new Integration Cloud Service Interview adapter for Oracle Policy Automation (OPA) has been added.   This will allow OPA interviews to load and save data from multiple applications.  Capabilities include the ability to:

  • Define a generic load and save data contract in policy modeling without deciding how to map onto enterprise application data
  • Use the Oracle Integration Cloud (OIC) interview adapter to develop integrations to one or more applications.

Update All Inclusions

OPA Inclusions capability allows rules, question screens, and other OPA assets to be shared between projects.  This new feature will “update all” inclusions in a single click.  It will make the applicable changes to each project and inform the user when completed.