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 |
|---|---|---|---|
| 30 OCT 2020 | Intelligent Advisor | Anonymously Create Incidents on Existing Contacts | Updated document. Delivered feature in update 20C. |
| 30 OCT 2020 | Intelligent Advisor | Create Additional Deployment Statistics Charts | Updated document. Delivered feature in update 20C. |
| 30 OCT 2020 | Intelligent Advisor | Develop Decision Services in a Browser | Updated document. Delivered feature in update 20C. |
| 09 OCT 2020 | Intelligent Advisor | Test Case Execution Statistics | Updated document. Delivered feature in update 20C. |
| 09 OCT 2020 | Intelligent Advisor | Rule Execution Profiling Report | Updated document. Delivered feature in update 20C. |
| 09 OCT 2020 | Intelligent Advisor | Discard Invalid Data When Interview Loads | Updated document. Delivered feature in update 20C. |
| 09 OCT 2020 | Intelligent Advisor | Branch Repository Projects | Updated document. Delivered feature in update 20C. |
| 09 OCT 2020 | Intelligent Advisor | Auto Fill Input Purpose | Updated document. Delivered feature in update 20C. |
| 28 AUG 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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The Bookmark feature in Analytics supports an option to bookmark the URL specific to the filter values that the user has specified. The Bookmark URL will be automatically copied to the clipboard after the type of bookmark URL is specified.
Inline Edit from Reports Within Workspaces
Agent Browser UI supports inline editing from within workspaces.
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.
Enable/Disable Chat System Notifications
Administrators can enable/disable or set the time and how many chat system notifications display.
The bookmark button can be added or removed from the workspace Quick Access Toolbar.
Chat Options in the Interaction Workspace
Chat Options in the Interaction Workspaces allows the administrator or any person creating an Interaction WS for Agent Browser UI to select from two options supported in runtime. This includes focusing the incident workspace when a chat is accepted or the option to not create an incident at all.
Administrators can add comments to standard text entries that are visible to agent users in Browser UI.
Multi-Select Attachments for Deletion
Agent Browser UI users can select all files or a subset of files on the attachment control and delete.
New Labels for Thread Entry Buttons
The button labels for new thread entries have been changed to "Add Private Note", "Add Customer Entry", and "Add A Response". The functionality of the buttons has not changed.
Send, Send & Close for Workspace Rules
Workspace rules can now be configured to execute 'Send' or 'Send & Close' commands.
Bookmarks are now copied to the operating system clipboard with a single click.
Standard Interaction Workspace Enhancement
The Standard Interaction Workspace has been updated to contain a tab set that includes Incident View Control, Page Peek, and Visitor Browser History.
The Oracle Service Cloud Platform includes App Builder products, the Experience Platform and the Virtual Configuration Interface Object (CIO) Cloud Service.
Customers using Archived incidents component in BUI can view audit and transaction information on the archived incident details page.
Data Lifecycle Management Enhancements
DLM administrators can create custom policies based on filter templates or based on a report. Administrators can also purge data in deleted record tables for incidents, contacts and sss_users, and view the status of enabled DLM policies on the respective policy page.
Provides developers the ability to edit the thread content and the response entry type using the "Update an Incident" REST API operation.
Customers can export and import additional elements related to business rules like answers, tasks, opportunities, and support rules with escalations. Customers can view the progress of package creation during the export process and download the package later from the export page. Additional improvements include the ability to handle rollback in an efficient manner, enable and disable rules while importing, and overwrite rules.
Enhanced Business Rules Framework
A fresh new look of the Rules Editor on the Agent Browser UI makes it much easier and convenient to manage the rules, improve the usability for every administrator, especially when managing hundreds or thousands of rules.
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.
Filter Knowledge Advanced Search Results Using Multiple Products and Categories
Customer Portal users can select multiple products and categories to filter search results. When multiple products and categories are selected, the application returns only results that match all selections (AND operation). Filter tags displayed above search results help users maintain the context of their selections.
Knowledge Advanced: Improved Analytics Data Availability
This enhancement changes the limitation on four knowledge advanced tables so that data older than 90 days is available for reporting. Instead of limiting these tables to 90 days, they will be limited to 100 thousand rows. The affected tables are Recommendations, Feedback, Tasks, and Subscriptions.
KA: New Configurations for Knowledge Administrator
The feature introduces two new configuration verbs that allow knowledge administrator to control display of knowledge elements in BUI:
- OKCS_RECOMMENDED_ANSWERS - This configuration controls the display of contextual search in the knowledge side panel. By default, it is enabled. It is a site level configuration.
- OKCS_ANSWER_DETAILS_META_INFO - This configuration now supports a new attribute called 'user_group' that allows the display of user groups that have access to the answer, on the answer detail page.
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.
BUI Chat to Co-Browse Escalation
BUI Chat to Co-browse Escalation enables chat agents working on chat interactions to seamlessly invite the end user to a co-browse session with a single click. Once accepted, they get automatically connected into a co-browse session with the end user.
Co-browse Annotations enable agents to mark or draw around specific content on a web page during a co-browse session with the end user. This lets agent get end user's focus and attention to a specific section of the page and facilitate quicker problem resolution.
Product/Category Selector for Chat Embedded Inlay
Administrators now have the ability to include a product and/or category selector on the launch form for the Chat Embedded Inlay. This allows end users to choose a product and/or a category when initiating a chat with an interface. This selection is then passed to the chat server to allow for proper routing as well as filling out incident details for the upcoming chat.
Input fields can now be tagged with an auto fill input purpose so that browsers can use stored data, such as the person's name and email address, to pre-populate information in an interview.
Rule Execution Profiling Report
Intelligent Advisor rule authors can now run batches of data through their rules and get a report that shows where time is spent processing the request.
Test Case Execution Statistics
With test case execution statistics, it is possible to see how long is being spent running test cases through each rule in the Policy Modeling project.
Discard Invalid Data When Interview Loads
Interview designers can now specify that they would like any loaded data that is invalid discarded when the interview starts.
The Branch feature in Intelligent Advisor Hub makes it easy to create a separate project version that can be worked on independently of the project workstream that is being finalized for release.
Develop Decision Services in a Browser
Using your Intelligent Advisor Hub, you can create and deploy decision-making services in a web browser. This alleviates the need to install and manage Policy Modeling, the desktop development tool. (This feature is available in 20C monthly update 2.)
Anonymously Create Incidents on Existing Contacts
Interviews initiated by anonymous users in Oracle B2C Service Customer Portal can be used to create new child records (for example, an Incident) on an existing contact, while still being able to create new contact records in the case where they enter an email address not already associated with a known contact. (This feature is available in 20C monthly update 1.)
Create Additional Deployment Statistics Charts
Hub Administrators can create more than three statistics charts, both for the whole Intelligent Advisor Hub site, and for specific deployments. (This feature is available in 20C monthly update 1.)