Update 20B

Revision History

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

Overview

This guide outlines the information you need to know about new or improved functionality in this update.

DISCLAIMER

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

Search Area Update

Filter access has moved to a Search button in the toolbar to help users make the most use of screen area.

Record Count in Reports

Agent Browser now supports the Record Count for reports in the browser footer.

Service Usage Metrics

B2C Service users need a reliable way to see the details of their site usage. Now there's an an accurate, reliable, and secure way to obtain these usage details using the Agent Browser UI.

This feature focuses on sessions and user seats by identifying the daily usage. You can drill into the summary counts to see the details of the usage.

Save Display and Data Settings

Using the Save as Default feature, you can save changes to a report’s display and data settings to your workstation so the report uses the same settings you have previously defined.

Report Queuing and View Definition in Agent Browser

The ability to queue reports and view report definitions from the Navigation Set and the Report Explorer are now available in Agent Browser.

Agent Browser Channels

Chat in Browser UI: Emoji Support

We have added emojis to the Chat experience within the Agent Browser UI. Agents can now choose from a menu of emojis to add when they are composing a message during a live Chat session.

Chat in Browser UI: Engagement Panel Refresh

We have improved the Chat Engagement Panel in the Agent Browser UI. The new features include a modern, updated style, a streamlined chat header, and a new service level warning so that agents can easily see when service levels are met and exceeded.

Agent Browser Console

Background Image for Agent Browser UI

Administrators can customize Agent Browser UI by placing an image in the background of the application.

Customize Navigation Set BUI

Browser Agent UI users will now be able to manage navigation sets within the Browser Agent console by adding, removing and ordering reports, folders and components. These changes will be persistent saving personalized navigation set for subsequent logins.

Agent Browser Knowledge

Knowledge Advanced: Propose Answer from Incident

The feature allows an agent to propose an incident as an answer from the incident workspace. Sometime a customer’s question is common enough that an agent might believe that other customers should also have access to the answer. If an agent believes that the information belongs in the knowledge base(Oracle Knowledge), they can propose the incident as a potential answer.

Knowledge Foundation: Learned Links Answer Relationship

Learned Links is now supported on the Answer Workspace in the Agent Browser UI.

Knowledge Foundation: Sibling Answer Relationship

Sibling Answers is now supported on the Answer Workspace in the Agent Browser UI.

Knowledge Foundation: Manually Related Answer Relationship

Manually Related Answer is now supported on the Answer Workspace in the Agent Browser UI. 

Agent Browser Workspaces

Expand Variables

Agent Browser UI users can now expand variables in the thread before saving.

Organization Hierarchy Is Supported in Agent Browser UI

The Organization Hierarchy is now supported in the Agent Browser UI. 

Collapsible Workspace Tables for Browser UI

Workspace tables that are configured with the 'expand/collapse' design option can be collapsed by users in Agent Browser UI.

Interaction Workspace Visitor Browser History

Visitor Browser History is now supported on the Interaction WS.

Splitter Panel for Agent Browser UI Workspaces

A Splitter Panel can be added to workspace layouts allowing users to manipulate their view of a workspace by dragging the splitter horizontally or vertically.

Flip Tiles for Agent Browser UI Workspaces

A Flip Tile can be added to workspace layouts allowing users to manipulate their view of a workspace by dynamically flipping pre-defined panels from front to back.

Draft Mode in Thread Editor No Longer Shows Mirrored Thread Entries for Agent Browser UI

Draft Mode in Thread Editor no longer shows mirrored thread entries for Agent Browser UI.

Inline Standard Text Search and Insert - Agent Browser UI

Agent Browser UI users can search for standard text by typing the '$' character into an incident thread. 

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. 

Enable Users to Save Favorite Answers on Customer Portal

You can implement favorites on Customer Portal so that users can bookmark frequently-used articles on the article detail page and the account overview page. Agents working with knowledge on Customer Portal can easily bookmark knowledge to use when resolving frequently recurring issues. Users can also view and manage their favorites on the account overview page.

The current implementation contains favorites by default on both the article detail page and the account overview page. If you upgrade from a previous implementation, you can implement favorites by adding the favorites button widget to the article detail page, adding the favorites list widget to the account overview page, and copying the favorites list reference page into your site.

Recover Authoring Work After Unexpected Interruptions Using Autosave

Authors can now easily recover their changes to articles that close unexpectedly due to uncontrollable events, such as system crashes or power outages. When you work in an article, the application automatically saves a temporary copy frequently as you type. This ensures that when something unexpected does happen, content loss is minimal. Autosave is enabled for authoring, editing, and side-by-side translation. After an unexpected interruption, authors can recover their work by reviewing the list of autosaved articles on the Content tab, and opening those that they need to recover.

Control Access to Embedded Inline Assets in Articles

Authors can embed images, documents, and other file types, such as multimedia, or even binary files such as patches, inline within rich text fields in articles. Inline embedded assets are stored in the CKFinder asset store, and end users can open them externally from an article by accessing the assets' URL. The application controls access to these assets by limiting the amount of time that their URLs are valid. If an asset's URL is made publicly available, the URL will only be valid for the time period set in the application. When that period elapses, the asset will no longer be available. The default time is 60 minutes, but an administrator can configure the time limit to a value between 1 minute and 1440 minutes (24 hours).

Platform

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

Enhancements to the Integration Between Oracle B2C Service and Oracle CDM Cloud

We've added new functionality to the existing integration between Oracle B2C Service and Oracle Customer Data Management (CDM). 

• We added support for merging or the deduplication of organizations.

• You can now skip the bulk load of organizations and contacts when you activate the integration.

• Optionally, you can prevent organizations and contacts that were created in other sources from being synchronized into B2B Service.

Enhanced Business Rules Framework

We are continuously adding enhancements to the new Business Rules framework on Browser UI.

With 20B, we are adding support for the Answer, Task and Opportunity object in the Enhanced Business 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 hundreds or thousands of rules.

• 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.

Enhance Certificate Validation for SSO Token Signatures and SLO for Hosted SPs

The new Do Not Verify Trust Chain for Certificates option allows you to use self-signed certificates or certificates that don't adhere to Open SSL trust chain verification. This makes it easier for you to use third-party identity providers that do not use certificate issued by CAs.

Element Manager Enhancements

To enable administrators to have enhanced safety while deploying the configuration elements across sites, Element Manager now checks if the editors are being used by any other users and provides a message and an option to override those locks during import process (similar to what  is already available in agent desktop).

Contact Center

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.

Routing Questions for Oracle Messaging

The Routing Question feature allow administrators to setup a simple question answer segment in a messaging channel to customer input. This can then be used in routing decisions to help insure that the messaging request get sent to the appropriate queue or agent.

The customer input to your questions is stored in an incident custom field. You will need to create that before you set up the routing questions.

This feature is currently available for both the Facebook Messenger and WeChat messaging channels. 

Intelligent Advisor

Batch REST Decision Reports

Intelligent Advisor decision reports can now be retrieved from the batch assess service, enabling Cloud users to understand why decisions were made for each case.

Interview Compliance Warnings

Interview designers can now check in Policy Modeling if their interviews are Web Content Accessibility Guidelines (WCAG) 2.1 compliant. New projects will check interview styling against the WCAG 2.1 AA level by default. (This feature is available in 20B monthly update 2.)

Assessment Rate Graph Type

Deployment administrators can now see assessment rate statistics across deployment versions in Intelligent Advisor Hub in order to understand how processing rates are changing over time. (This feature is available in 20B monthly update 2.)

Enhanced Interview Styling Extensions for Entity Controls

The ability to modify an entity collect in Intelligent Advisor interviews using interview extensions has been further enhanced. This provides the ability to customize data entry experiences for object lists. (This feature is available in 20B monthly update 2.)

Download Audit Log from Intelligent Advisor Hub

Hub Administrators can now download audit entries from within Intelligent Advisor Hub so that they can comply with their audit obligations without having to use the REST API. (This feature is available in 20B monthly update 1.)