Update 20D

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.

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Agent Browser Analytics

Analytics Mobile Responsiveness

Analytics views are automatically optimized for smaller screens.

Analytics Permissions Enhancements

Allows greater granularity in Analytics Profile permissions by providing the ability to manage Custom Script and Report Scheduling capabilities.

Decimal Custom Attribute Field Type

Decimal Custom Attribute is now supported in B2C Service. 

Knowledge Management Usage Metrics

B2C Services customers whose agents access knowledge management primarily through Customer Portal need a reliable way to see the details of their site usage. 

Report Preference Management

Users can see and manage default filter values and saved display and and data settings by using the Preferences section in Agent Browser UI.

Service Usage Metrics: Phase Two

Additional User Seat types and daily Custom Object counts are added to the Service Usage Metrics.

Agent Browser Console

Agent Avatar

Administrators can use a custom configuration setting to define an avatar image for staff accounts.

Agent Browser Workspaces

Add New Record from Add Existing Option

Agent Browser UI users can add new records from workspace reports when attempting to add existing records.

Hide/Show Cc/Bcc Fields

The ‘cc’ and ‘bcc’ fields on the thread control will be hidden by default and can be revealed by clicking on the new ‘Cc/Bcc’ link adjacent to the ‘To’ field.

Incident Forward Configuration Option: Add Comments to Thread

Administrators can control whether comments entered in the incident forward dialog should be added to the incident thread as a private note, and whether agents should be allowed to disable this option when forwarding an incident. 

Preview Workflow in Browser UI

Workflow administrators can trigger a workflow preview in Browser UI. 

Thread Editor Default Font

The default font configured in the Workspace Designer is honored in the thread control in Browser UI.

Vertical Thread Orientation

Browser UI workspaces can be configured to use a vertical thread orientation.

Workflow Decision for Client Type

Use a single workflow to load workspaces specifically designed for users on Agent Desktop, Agent Browser User Interface, or mobile.

Workflow Option to Open Element in Subtab

Workflow elements can be opened as a subtab.

Incident Field Support on Interaction WS

The Interaction WS (IW) can now be configured to include Incident fields. 

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.

End User Consent for Advanced Co-Browsing

This feature enables end users of Co-Browse engagements to accept or decline an invitation from an agent to switch from page sharing to desktop sharing. Upon escalation from page sharing to desktop sharing, an invitation is sent to the end user with a prompt to accept or decline. 

Enhancements to B2C Service - CDM Integration

In this the third phase of the integration between B2C Service and CDM Cloud, the following enhancements are included:

1. Capture and persist the relationship between original organizations and the organizations they supersede.  Similarly, for contacts as well.
2. Hide superseded organizations and contacts while creating incidents, tasks, assets etc.
3. Pre-defined DLM policies to support an automatic purge of superseded organizations and contacts.

Integration Between B2C Service and CDM Cloud (Phase 3)

In this, the third phase of the integration between B2C and CDM Cloud, the B2C - CDM integration is being enhanced to enable customers to configure the behavior depending on whether or not a customer (organization or contact) is a duplicate.

Rich Message Support for Facebook Messenger

Oracle Messaging can now support a richer messaging experience for Facebook Messenger by rendering rich UI controls to facilitate an interface where swiping and pointing are default, rather than typing.

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.

Maximizing & Restoring Video Pane for Video Chat

This feature provides the ability for agents and end users to maximize their video pane while on a video chat engagement, as well as restore back to normal size at any time during the engagement. 

Intelligent Advisor

Disable Data Validation Logging in Hub

Hub Administrators can now turn off and on data validation message logging for deployments on the Message Log page in Intelligent Advisor Hub.

Interview Extension Data Connections

This enhancement allows developers to securely call out to a third party service using JavaScript interview extensions. The interview extension data connection is managed in Intelligent Advisor Hub in the same way as other data connections, allowing access to be appropriately controlled per Hub and per workspace.

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. 

Answer Versioning BUI

This feature set expands knowledge foundation browser UI support to include answer versioning features. Answer versioning was originally released in 2018 for .Net and it is now available on the Agent Browser UI.

Answer versioning features include:

• Drafting and publishing answer versions
• Side-by-side comparison
• Future date publishing
• Auditing answer versions

Use Article Quality Index Scores to Track Article Quality Over Time

Knowledge Managers and coaches can use the Article Quality Index (AQI) score to measure and record the quality of each version of an article, and report on quality by article and by author to help ensure knowledge base quality.

You add an AQI score using the field in the authoring console. You can set a score and add details in a comment if needed. Each update to the article can result in a score change, and you can monitor articles' scores over time.

A new standard report shows AQI data and enables analysts to filter on date, author, group, AQI score, and more to pinpoint areas where content is improving or needs to improve.

Platform

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

Data Lifecycle Management (DLM) Enhancements

In this release, DLM administrators can purge incident transactions related to email (forward/response/failure) besides defining policies to purge custom object related transactions and Organization data.

Element Manager Enhancements

Customers can now export and import additional elements related to business rules like chat based rules and custom object rules.  Customers can also export and import workflows with scripts.

Enhanced Business Rules

We have added enhancements both in the rule runtime log and rule audit log reports to aid with troubleshooting.