Update 21A

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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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.

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B2C Service

Agent Browser Channels

Chat Browser UI: Agent Sent File Attachments

Agents can now easily include a personalized file during a chat within the Agent Browser UI. Agents can select files from their computer to include in the live chat.

Chat Browser UI: Historical Chat Transcript

Agents handling chats in the Agent Browser UI can now easily see previous chat sessions within the transcript control. Agents can scroll within the transcript control to see the transcripts of chats that have occurred in the recent past.

Chat Browser UI: Public Engagement Panel API

New Engagement Panel APIs are now available so that customers can create deeper integrations for agents using Chat in the Agent Browser UI.

Agent Browser Console

Enhanced CC Handling (Reply All)

Reply to all of the recipients from the most recent customer thread.

Agent Browser Extension Framework

Extension Manager

Extension Manager enables developers to rapidly develop, troubleshoot,, and manage Agent Browser UI extensions on site. 

Agent Browser Workspaces

Hide Toolbar in Workspaces

The workspace toolbar can be hidden.

Image Attachment Preview

Image files can now be previewed from the attachment control.

Thread Zoom

Users can zoom into thread content using the zoom control on the thread command bar under the ellipsis.

Workspace Report Row Count

The workspace design option for 'show row count' is supported in Browser UI.

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.

External Objects

Configure integrations from OData sources and view the external data in standard analytics reports. 

Routing Guidance Support for SMS

Oracle Messaging can now support routing questions via SMS to route end users to specific chat queues or to have additional parameters associated with the chat.

Intelligent Advisor

Customize Form Controls

System integrators can now use an interview extension to customize form controls so that they can provide an experience matching customer's requirements.

Generate Reviewable Transcripts for Interviews

System integrators can now save all interview questions asked and answers given without mapping, so that they can easily provide a reviewable transcript for every interview that is conducted.

Style Interviews Using Redwood Theme

The Redwood theme, now available in interview styles, applies the latest Oracle standard application look and feel to Intelligent Advisor interviews. 

Message Log REST API

The Intelligent Advisor Hub REST API for message log entries provides the ability to retrieve entries from the Intelligent Advisor Hub customer message log.

Native Oracle Digital Assistant Interview Integration

Intelligent Advisor interviews can be delivered into Digital Assistant flows, without the need for custom extensions.

Save Attachments Via Oracle Integration Intelligent Advisor Adapter

The Oracle Integration adapter for Intelligent Advisor now supports attachments, allowing decision letters, applications forms, log files or any other documents to be directly added to records.

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. 

Display Suggested Searches on Customer Portal Product Landing Pages and Display User Groups in Articles

You can configure Knowledge Advanced in Customer Portal to display suggested searches on product and category landing pages, display user groups on the answer view page, and display products and categories as clickable links in notifications. Suggested searches are prefiltered by product or category, making it easier for users to find the most relevant content. Suggestions improve productivity, especially for users who browse content related to products or categories of interest. Internal users, such as agents, can easily understand which user groups can access a particular article.

Manage Search Query Concept Scores

You can set the score for concepts when you add or update them in the Dictionary. You can set scores for both predefined and user-defined concepts. You set concept scores using Create New Concept or Edit Concept in the Manage Search Query (MSQ) application. You can set a concept's score to high, medium, or low, depending on the importance of the concept to your customers. Setting the right concept score increases your ability to fine-tune search and increase the relevance of search results to your users.

Manage Subscription Notifications

Administrators and authors can control when Knowledge will send users email about changes to the content that they subscribe to. You can manage notification emails so that they are sent to subscribers only when important content changes occur. You can also set the notification frequency for users so that the application will send email once per week, once per day, or immediately.

Managing notification emails to content subscribers ensures that subscribers are notified only when significant updates occur, and that they get notified at reasonable intervals based on their needs, while simultaneously reducing the application's email server load.

IMPORTANT: Subscription notification management applies only to content subscriptions, such as individual articles, articles about specific products and categories, and articles of a specific content type. It does not apply to other types of subscriptions, such as task or incident subscriptions.

Platform

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

Custom Attribute Indexes

The Object Designer now allows more indexes to be possible on Custom Attributes in the contact, incident, and opportunity tables and objects.

DLM: Extend Report Based Policy Definitions

Data Lifecycle Management extends the report based policy creation to additional use cases. Administrators can now archive incidents" and purge archived incidents based on created reports.

Element Manager: Overwrite Custom Object

Customers can now leverage Element Manager to overwrite custom objects in a target site.

Enhanced Business Rules: Support for SWITCH Statement

You can now create and edit business rules that have multiple conditions and corresponding outcomes using SWITCH statement with the Enhanced Business Rules framework in the Agent. Browser UI. 

Workspaces

Field Label Inside Field Container

Field labels can appear inside the field container in workspace designs.

Workspace Rule Action to Insert Answers

Workspace rules can insert answer links or content into incident threads.

Workspace Rules Trigger for Incident Forward

Workspace rules can be triggered by forwarding an incident.