This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 29 JUN 2020 | Intelligent Advisor | Assessment and Interaction Statistics | Updated document. Delivered feature in update 19D. |
| 29 JUN 2020 | Intelligent Advisor | Interview Extensions for Images | Updated document. Delivered feature in update 19D. |
| 29 JUN 2020 | Intelligent Advisor | Refresh Seed Data | Updated document. Delivered feature in update 19D. |
| 29 JUN 2020 | Intelligent Advisor | Versioned API for REST Authentication | Updated document. Delivered feature in updated 19D. |
| 18 NOV 2019 | Contact Center | New Chat Fields for the Interaction Workspace | Updated document. Delivered feature in update 19D. |
| 18 NOV 2019 | Workspaces | Workspace Filter Mapping | Updated document. Delivered feature in update 19D. |
| 18 NOV 2019 | Workspaces | New Workspace Designer Options for the Agent Browser UI | Updated document. Delivered feature in update 19D. |
| 12 NOV 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 users can now customize their view of report data by defining Rollups and Slice groups after a report is run.
Agents can refine search results using facets.
Incident File Attachment Handling
Files can now be attached to an incident using drag and drop and multiple files can be downloaded from an incident using Chrome and Firefox.
Opportunity Workspace is now supported in the Agent Browser UI.
Please see KB Answer 10147 for a list of Supported/Unsupported Opportunity Features in BUI.
The Time Billed workspace relationship item is now available in Agent Browser UI.
Create Contact from Search Filters
When searching for a contact from a workspace, an option will be available to create a new contact using the search values. This feature already exists in .NET.
A paperclip icon will appear on the workspace attachments tab to indicate when file attachments are present and a number on the tab will indicate the number of attachments. This matches the behavior in the .NET console.
Maximize Agent Browser UI Controls
A maximize control appears in Agent Browser UI workspaces for threads, workspace reports, file attachment controls, time billed controls, and audit log controls which allows the user to expand the control within the browser application.
Agent Browser UI users can reorder top level workspace tabs.
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.
Extensibility Development Assistant for Chrome
You can now develop extensions using the new Extensibility Development Assistant for Chrome.
New Chat Fields for the Interaction Workspace
For the .NET platform, we've made three new Chat fields available in the Interaction Workspace designer: First Name, Last Name, and Email. Now, if the contact first and last name are not received during a chat accept, agents can see the chat first and last name instead of anonymous.
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 Third Party Queue Toolbar API Transfer Updates
In the .NET Agent Console, you can now transfer chat messages directly from within a Chat third-party queue toolbar.
This new feature ensures that users actually own the email addresses they register with. To change a password, users cannot directly access password fields. Instead, they have to click on a link that is sent to the email address they registered with.
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.
Smart Title Discovery for PDFs
This feature improves search relevancy by providing a more accurate method of determining the actual lines of text that the author intended, and what readers would recognize, as the title of the PDF.
The ability to assign useful titles to documents during content processing is critical to producing relevant search results. Search can answer users' questions more effectively when document titles are meaningful and accurate, and better titles in search results help agents and self-service users quickly recognize the most relevant documents.
For PDF files, however, assigning meaningful titles during automated content processing is not simple. The most readily accessible sources to use for PDF titles are the title property, which is part of the document metadata, and the actual file name. However, these sources frequently do not yield meaningful titles. In practice, title properties are rarely correct, and sometimes contain random text. File names may hint at the document's title, but are frequently abbreviated and cryptic. Both of these title sources can negatively impact search relevancy and search results.
With this feature, search content processing evaluates the first page of the PDF for visual factors, such as font size, phrase length, text position, and distance between text lines, and uses additional linguistic clues to accurately determine the titles of PDF files. These visual titles provide search with the ability to better leverage critically important title information to provide more accurate and relevant results.
The Oracle Service Cloud Platform includes App Builder products, the Experience Platform and the Virtual Configuration Interface Object (CIO) Cloud Service.
With the November 2019 release of Oracle Service Cloud, we will be upgrading our support of PHP to version 5.6.40. This enhancement allows Oracle Service Cloud to continue to provide you with a secure and flexible platform for your unique customization and integration requirements.
This OPA release provides the ability to generate a form for entity instances. (Previously, a form's data was always based on the global entity.) For example, an advice getter can now download or submit a separate application form for each member of a household (where the household is the global entity and the household member is an entity).
New Policy Automation Hub User Interface
Policy Automation Hub user interface has been updated to make it more consistent with the Oracle JET look and feel. The new UI is more technically aligned with devices, having a responsive layout and accessibility, and enables OPA to better deliver the functionality that our customers require.
Assessment and Interaction Statistics
There have been changes to the deployment statistics collected by Policy Automation in order to provide a clear separation between interview sessions and web service assessments.
Interview Extensions for Images
There is a new interview extension, customImage, for custom rendering an image control in an Intelligent Advisor interview.
Versioned API for REST Authentication
A versioned API for REST authentication has been added for Intelligent Advisor.
Intelligent Advisor interview authors now have the option to allow mapped in seed data to be refreshed at specified points during the interview.
New Workspace Designer Options for the Agent Browser UI
There are several new options for workspace controls and fields available in the .NET workspace designer that will render in Agent Browser UI. These include three new display options for yes/no fields (radio button, checkbox, switch), two new options for table controls (expand/collapse, image URL), rendering tabsets as accordions, and using a hosted image URL for the image control.
The workspace designer now has an option to configure workspace reports to filter on fields from tables outside the workspace report. This gives administrators the ability to contextualize the report results to the workspace record.