This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 26 JUN 2023 | Industries Framework | Stock Response | Updated document. Delivered feature in update 23C. |
| 02 JUN 2023 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
HAVE AN IDEA?
We’re here and we’re listening. If you have a suggestion on how to make our cloud services even better then go ahead and tell us by submitting a service request. Wherever you see this icon after the feature name it means we delivered one of your ideas.
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.
CX Industries Framework serves as a platform for seamless integration of applications. You can use this platform to integrate your application with other Oracle applications and third-party applications, which includes cloud services and on-premise systems. In addition, you can leverage data from various sources, use TM Forum Open APIs and REST APIs to configure and extend tailored experiences.
CX Industries Framework supports both synchronous and asynchronous interactions between the integrated applications. It hosts all the TM Forum Open APIs on Oracle Cloud Infrastructure API Gateway to secure and optimize the API interactions. It also ensures high availability and resiliency by using the Oracle Cloud Infrastructure Load Balancing service.
Tenants now have the ability to configure Stock Response for any API call that comes to CXIF.
Oracle Fusion Utilities Agent Experience Cloud Service simplifies the agent experience and provides customer service representatives and managers with a variety of agent tools that reduce the cost-to-serve and provide elevated customer service. This solution integrates Oracle Utilities customer information with the Oracle Sales and Oracle Service applications.
Assign Service Requests to Yourself
Use the new action menu option, Assign to me, to quickly and easily assign a service request to yourself from the Work Queue. The Assign to me option enables you to more efficiently assign yourself to a service request without having to navigate away from the Work Queue page.
Use new search filters and search criteria to easily find the customer, contact, or premise you need to review. These new search features enable you to search by meter badge number and to filter your search results to display only customer, contact, or prospect records. The meter badge search provides you with an additional way to quickly and easily locate the record you need to review. The additional filters enable you to clarify and narrow your search results to ensure that you select the correct record. These features help you provide faster and more accurate customer service.
Use the Knowledge Search feature to search the knowledge base from within an article drawer in Customer 360. Previously, you had to access the Knowledge tab to perform this search. This new knowledge search feature enables you to quickly locate the information you need within the context of your customer's information. By enabling you to search for and locate additional articles from within Customer 360, you can easily access more information to help you resolve customer issues. You no longer need to leave the account you are viewing to find more help.