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 |
|---|---|---|
| 25 MAR 2020 | Element Manager Enhancements | Updated document. Revised feature information. |
| 19 FEB 2020 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
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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.
Intents are displayed as part of the search results. This feature displays intents in a UI that differentiates them from organic search results so that they can stand out.
You can use the answer Special Response field to create a short, concise version of an answer solution, which can be used in chat, in search results, and other areas. You can also use the special response to format the answer content based on how and where the answer displays. The Special Response field is on the same screen as the answer's question and solution.
The Oracle Service Cloud Platform includes App Builder products, the Experience Platform and the Virtual Configuration Interface Object (CIO) Cloud Service.
Enhanced Business Rules Framework
In the 17C release, we introduced the Enhanced Business Rules Interface in the Agent Browser UI (BUI) that allowed automating business processes for custom objects. With the 20A release, we are adding support for the Incident, Contact and Organization object in the Enhanced Rules User interface, including complete feature parity with legacy rules for these objects. A fresh new look of Rules Editor on Browser UI makes it much easier and convenient to manage the rules, improving the usability for every administrator especially when managing 100s and 1000s of rules.
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The Enhanced Business Rules Engine:
- makes creating business rules easier.
- lets you filter on fields and values in rules to make searching easier.
- gives access to related objects and attributes when you define rules.
- lets you export the business rules for ease of reading and sharing.
We have made some significant improvements to Element Manager. These include a UI update, better import/export functionality for elements, custom objects and configuration settings, and the ability to overwrite some elements on import into a target site. We are also announcing general availability for the Element Manager REST APIs.
Enhancements in Accounts Password Configuration
To align with DISA requirements, we've increased the maximum number of previous staff account passwords available for reuse from 10 to 24.
We have improved the pre-built integration between Oracle CX Sales and Oracle B2C Service. The new integration includes:
- improved automation of the initial set up.
- exposure of the incident object to the integration.
- a read-only view of incidents withing CX Sales.
- a seamless re-direction between CX Sales and B2C Service.
Integration between Oracle B2C Service and Oracle CDM Cloud
You can use the new out-of-the-box integration between Oracle B2C Service and Oracle Customer Data Management (CDM) Cloud to quickly leverage the data cleansing and enrichment capabilities of CDM.
The integration is bi-directional and involves organizations and contacts. When any insert or update event occurs on an organization or contact, B2C Service shares those details with CDM Cloud asynchronously. The received data is then subjected to rules and algorithms (either manually or automatically or both) to detect potential duplicates.
Custom Branding for Browser UI
Administrators can personalize Agent Browser UI by replacing out of the box Oracle logos with alternative images such as corporate branding.
Top Level Tab Options for Browser UI
Users can right-click on a top level tab (incidents, contacts, orgs, custom objects, etc.) to reveal a menu with options to 'Close All tabs', 'Close All But This', and 'Copy Text to Clipboard'.
Flip Tile and Splitter Controls for Agent Browser UI Workspaces
Workspace administrators can now add flip tiles and splitters to Agent Browser UI workspaces.
Drag Attachments from Attachment Control
Agent Browser UI users can now select and drag attachments from the attachment control onto their operating system.
Custom Browser Tab Title for Browser UI
Administrators can personalize Agent Browser UI by customizing the browser's tab title.
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 Engagement Panel Modernization & Usability Updates
We have improved the agent chat experience within the Browser User Interface. We streamlined the look and feel of Chat transcripts and added some new features that will help make your agents more efficient.
The new Top Answers Inlay lets B2C customers that use Knowledge Foundation access their knowledge articles from virtually anywhere. Place the inlay on a web page to let end users can view the top 10 articles based on their search criteria within the customer's web site without having to enter the customer portal pages. End users will find their information faster and easier and will be more satisfied with their experience.
The inlay is similar to the customer portal widget that display popular answers, except that the inlay can be placed on any web page, and only displays the top 10 answers.
Cobrowse Customization Reset Ability
Administrators and implementation consultants for Cobrowse can now reset any customizations to the Cobrowse end user UI back to their default values by clicking a button. This will speed up the configuration experience as it moves from pilot to production.
Implementation Consultant Role
We have added a new role called Implementation Consultant to the Visual Channel (Live LOOK) administration console. Implementation Consultants are external, third-party consultants you can hire to configure your Cobrowse instance. Unlike other users, Implementation Consultants can be assigned to configure multiple companies at the same time.
Modern Digital & Visual Engagement Capabilities for Oracle B2C Service
New Live Experience (LX) SKUs are now available for the integration of LX with B2C Service, which bolster the current CX offering with modern digital and visual engagement capabilities.
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.
This feature enables direct, real-time communication between your agents and your customers on messaging channels. For this release, the following channels are supported:
- Facebook Messenger
- SMS
- Google Business Messages (beta)
Browser UI based Archived Incidents
You can now access and perform actions on archived incidents using the Agent Browser UI (BUI). Previously, you could only do this via the Agent Desktop.
Administrators can now use Browser UI (BUI) based Field Audit Configuration editor, to decide which standard fields of Contact object needs to be audited. The audited information can then be viewed in the canned Field Audit Logs report