Oracle Service Cloud. What's New in the August 2016 Release

Transcription

1 Oracle Service Cloud What's New in the August 2016 Release August 2016

2 TABLE OF CONTENTS REVISION HISTORY... 3 OVERVIEW... 4 Security & New Features... 4 Give Us Feedback... 4 UPGRADE/UPDATE TASKS... 4 RELEASE FEATURE SUMMARY... 5 WEB CUSTOMER SERVICE... 6 Social Self Service - Forum Functionality... 6 Rating Widgets... 6 Roll set Callouts... 7 Banner Accessibility... 7 CROSS CHANNEL CONTACT CENTER... 7 KNOWLEDGE MANAGEMENT... 7 Oracle Service Cloud Knowledge Advanced... 8 Customer Portal - Content Recommendation... 8 Customer Portal - Related Answers... 8 Analytics - New Dashboards & Reports... 9 Analytics - Changes to Report Filter Names... 9 POLICY AUTOMATION Interview Analytics Omni-Channel Interview Enhancements Enhanced Relationship Handling RuleScript... Error! Bookmark not defined. FIELD SERVICE Field Resource Manager Expansion Enhanced Map Functionality Collaboration Enhancements Natural Learning Core Manage and Routing Enhancements Integration Cloud Service (ICS) and Restful API Expansion New Integrations Forecasting Enhancements ORACLE SERVICE CLOUD PLATFORM Platform Supported Changes Cryptography API Expansion PHP upgrade OAUTH Optlist Framework for Accounts Setup ORACLE SERVICE CLOUD INTEGRATION Mobile Accelerator

3 REVISION HISTORY This document will continue to evolve as existing sections change and new information is added. All updates are logged below, with the most recent updates at the top. Date What's Changed Notes 08 AUG 2016 Initial Document Creation 3

4 OVERVIEW This guide outlines the information you need to know about new or improved functionality in Oracle Service Cloud Release August 2016 and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable or begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you. For a listing of hardware and software requirements for Oracle products, log in to our support site and access Answer ID 31. SECURITY & NEW FEATURES We would like to remind you if your system has modified security structures you may need to advise your security administrator of new features. GIVE US FEEDBACK We welcome your comments and suggestions to improve the content. Please send us your feedback at UPGRADE/UPDATE TASKS For information about upgrading from earlier versions, click the link for your specific upgrade path on the Upgrade Guides page.. 4

5 RELEASE FEATURE SUMMARY Some of the new features are automatically available to users after the upgrade and some require action from the user, the company administrator, or Oracle. The table below offers a quick view of the actions required to enable each of the features. Automatically Available Action Required to Enable Feature End User Action Required Administrator Action Required Feature Web Customer Service Social Self Service Forum Functionality Oracle Service Request Required Cross Channel Contact Center Knowledge Management Oracle Service Cloud Knowledge Advanced Policy Automation Interview Analytics Omni-Channel Interview Enhancements Enhanced Relationship Handling Rule Scripts Field Service Field Resource Manager Expansion Enhanced Map Functionality Collaboration Enhancements Natural Learning Core Manage and Routing Enhancements Integration Cloud Service (ICS) and Restful API Expansion New Integrations Forecasting Enhancements Oracle Service Cloud Platform Platform Supported Changes Cryptography API Expansion PHP upgrade OAUTH Oracle Service Cloud Integration Mobile Accelerator 5

6 WEB CUSTOMER SERVICE Customers today are turning to the Web when they have a question, need to find information, or want to purchase a product or service. Organizations are leveraging this opportunity to connect with their online and mobile customers, and they are enhancing those interactions with technologies like Cobrowse. They are also providing a platform for their customers to connect with each other by embedding customer communities within the cross-channel experience as a key component of delivering modern customer service. SOCIAL SELF SERVICE - FORUM FUNCTIONALITY In this release the Social Self Service team continues to add functionality enhancements to the community platform. Three enhancements were added for this release: RATING WIDGETS This widget allows for answers to be influenced by the audience, answers with the highest ratings will filter to the top in search. Up/Down Ratings: thumbs-up and thumbs-down ratings (complements existing up-vote and 5-star ratings options) Remove Rating: allows admins to reset rating to remove entirely 1. Activate the SocialContentRating widget. 2. On the question detail page and within the QuestionDetail and QuestionCommnet widgets, set the SocialContentRating widget rating_type to updown. KEY RESOURCES You can modify the Remove Rating label. Best practices recommend you use the same rating mechanism for questions and comments. Best practices recommend you not change the rating mechanisms, but they can be changed at any time. Don t forget to change associate labels. p.htm#href=t_modify_community_question_rating_type.html 6

7 ROLL SET CALLOUTS Roll set callouts provides the ability to highlight content by author roles. This allows organizations to emphasize community content written by users with special standing such as moderators or employees. 1. Activate the QuestionDetail and QuestionComment widgets. 2. On the question detail page, define the Role Set callouts in the QuestionDetail and QuestionComments widgets. Multiple Role Sets can have multiple callout labels, but only one callout label will appear per user. You can use custom Message Bases to store callout labels. BANNER ACCESSIBILITY This release adds accessibility colors to the Banner Message. This features conveys color coding of banner messages to assistive technology users; green/success, yellow/warning, red/error. Crafting color coding of banner messages to assistive technology ensures all users have a similarly effective community experience. There are no steps needed to enable this feature. CROSS CHANNEL CONTACT CENTER Oracle Service Cloud Cross Channel Customer Service enables organizations to provide quick, consistent, proactive, and reactive assisted service across multiple channels. Oracle Service Cloud Cross-Channel Contact Center can help 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. KNOWLEDGE MANAGEMENT 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. Oracle Service Cloud Knowledge Management provides a fully integrated knowledge management solution that delivers a seamless, consistent experience across all channels, from self-service to contact centers to communities and social sites. 7

8 ORACLE SERVICE CLOUD KNOWLEDGE ADVANCED With the August 2016 release, Oracle continues to add new capabilities to the Knowledge Advanced edition, with new functionality in Knowledge Advanced for Customer Portal, Knowledge Advanced for Agent Desktop, and Knowledge Advanced Analytics. CUSTOMER PORTAL - CONTENT RECOMMENDATION The August release adds functionality to Advanced Knowledge within Customer Portal which allows end users to recommend new content or suggest changes to existing content in the knowledge base. This feature is designed to help knowledge managers improve the quality of knowledge base content and gain insights into end user requirements. Enable Content Recommendations by following the steps to enable Knowledge Advanced, either by replacing the Customer Portal reference implementation with the Knowledge Advanced for Customer Portal reference files, or by configuring Knowledge Advanced within Customer Portal. You can replace the Customer Portal reference implementation with the Knowledge Advanced reference implementation only if you have not previously customized any Customer Portal functionality. KEY RESOURCES See Answer 8019, Enable Knowledge Advanced on Customer Portal in the Service Cloud Support Knowledge Base and the section Enabling Knowledge Advanced on Customer Portal in Using Knowledge Advanced. CUSTOMER PORTAL - RELATED ANSWERS Related Answers improves productivity by displaying answers similar to, or related to, the current answer being viewed. Related answers can be manually configured by knowledge managers or automatically generated based on analytics. Enable Related Answers by following the steps to enable Knowledge Advanced, either by replacing the Customer Portal reference implementation with the Knowledge Advanced for Customer Portal reference files, or by configuring Knowledge Advanced within Customer Portal. 8

9 You can replace the Customer Portal reference implementation with the Knowledge Advanced reference implementation only if you have not previously customized any Customer Portal functionality. KEY RESOURCES See Answer 8019, Enable Knowledge Advanced on Customer Portal in the Service Cloud Support Knowledge Base and the section Enabling Knowledge Advanced on Customer Portal in Using Knowledge Advanced. ANALYTICS - NEW DASHBOARDS & REPORTS New content and search analysis dashboards are introduced to Knowledge Advanced. Additionally, new standard reports have been added including Successful Intents and Most and Least Useful Articles. These reports assist knowledge managers in improving content freshness and usefulness. The dashboards require no enablement steps. They are available within the OKCS reports folder. You can access the dashboards from the Navigation panel by selecting Analytics, Report Explorer, OKCS, Dashboards. KEY RESOURCES See the section Analyzing Knowledge Advanced in Using Knowledge Advanced. ANALYTICS - CHANGES TO REPORT FILTER NAMES Some report filter names have been changed so that report terminology is consistent, and so that reports can be grouped accurately within dashboards. The renamed filters are: Date Range, which is renamed to Date Usage Date, which is renamed to Date Answer_Id, which is renamed to Answer ID The reports that are affected by the name change are: Answer Viewed by Category (Date Range renamed to Date) Answer Viewed by Product (Date Range renamed to Date) Article Incident Link Usage Date (Usage Date renamed to Date; Answer_Id renamed to Answer ID) Keyword Search (Date Range renamed to Date) Intent Frequency (Date Range renamed to Date) 9

10 These changes will affect any custom code that calls any of these reports and uses any of these filters in those calls. Customers who have created custom code that calls any of these reports using the web services API must update their code to use the renamed filter names as needed. Customers who have created custom code that calls any of these reports using the web services API should update the renamed filter names as needed. KEY RESOURCES See the section Analyzing Knowledge Advanced in Using Knowledge Advanced. 10

11 POLICY AUTOMATION Policy Automation enables the automation of an organization s business rules, processes, policies, or regulations. With Policy Automation, organizations can easily provide intelligent service to complex service requests. INTERVIEW ANALYTICS Interview statistics in Policy Automation Hub have been enhanced to see at a glance trends of the usage rates of each deployed interview. This enables interview authors to quickly detect changes in success rates as customer demographics or scenarios change. Preset charts are now provided for useful information such as interview duration and screens visited. This information can be used to optimize interviews to reduce abandonments and accelerate time to successful completion. No steps are needed to enable the new features. The Deployments home screen in Policy Automation Hub now has indicators showing 30 day usage trends for every deployment. Dashboard charts showing deployment statistics for the whole site are available on the Deployments home screen, and charts showing deployment statistics for specific deployments are available from the deployment details screen. You can click on any of the dashboard charts to configure the displayed data (that is, to change the chart type or to customize your own chart), or to download usage data for offline analysis. KEY RESOURCES See Policy Automation Administrator Guide topic for how to view deployment statistics: m#guides/project_administrator_guide/deployments/view_deployment_statistics.htm OMNI-CHANNEL INTERVIEW ENHANCEMENTS Omni-channel interviews can now be configured to behave differently for each Oracle Service Cloud user type. This enables you to, for example, provide agents with links to internal policy and detailed reasons for decisions, without compromising the customer experience. 11

12 This works with any Service Cloud connection. To tailor omni-channel interviews for different audiences, you simply need to: 1. Create a text attribute in Policy Automation to associate with the Service Cloud user type. 2. Map in the attribute from the built-in <user type> option ("ServiceCloudUserType"). 3. Use the user type attribute in any Policy Automation rule or screen logic. When the interview is launched: KEY RESOURCES Agent Desktop interviews will set the value of the user type attribute to "Account" and the customizations based on that value will be triggered accordingly. Customer Portal interviews will set the value of the user type to "Contact" if logged in, or "Anonymous" if not, and the customizations based on that value will be triggered accordingly. See Policy Modeling User Guide topic for how to configure omni-channel interviews: m#guides/service_cloud_user_guide/osc_interviews/customize_multi_channel_interviews.htm ENHANCED RELATIONSHIP HANDLING Enhancements to relationship handling have been made to enable Policy Automation to be integrated with a wider variety of applications, without customized connector development. These changes include being able to: Separate input and output entities in order to create data models that match the connected application s schema Make decisions and calculations based on data shared across relationships Model policy or calculations that rely on inductive logic New rule syntax (the InferInstanceFor function) is used to create related entity instances. Existing rule syntax (the InferInstance function) can be used in a new way to create chains of inferred entity instances. These relationship rules are fully supported by standard testing and debugging. 12

13 KEY RESOURCES See Policy Modeling User Guide topic for how to write rules that infer entities and relationships: m#guides/policy_modeling_user_guide/relationships/write_rules_infer_relationships_entities.htm RULESCRIPT RuleScript uses industry-standard JavaScript to extend what is possible with OPA rules. These advanced algorithms are typically implemented by partners or IT specialists (not business users) and incorporated into an existing or new OPA project as a separate type of asset. Each RuleScript works with the attributes, entities and relationships of the OPA data model to make decisions and perform specialized calculations. RuleScript is currently an experimental feature and as such are not automatically available for new projects. To enable RuleScript for your Policy Modeling project, contact Oracle Support. A RuleScript might be useful in the following cases: To create a large number of entity instances to represent each year of a home loan To use linear regression to calculate a future payment rate that is the best fit for a customer's past payment history To convert a temporal attribute containing monthly benefit information into a set of payment entity instances Given 10,000 time card entries, to sort them by time, and mark the latest ones in each week as overtime To run a neural network algorithm to determine whether a particular transaction is likely to be fraudulent A RuleScript should not be used to contain logic where: The logic being modeled is contained in a policy document, particularly if that document is customer-facing or changes frequently The logic is often discussed amongst business owners. Word and Excel rules are much better for clarifying what logic is needed. The logic must be auditable, since explanations and audit reports cannot show logic that is in a RuleScript. 13

14 KEY RESOURCES See Policy Automation Developer Guide overview topic for RuleScript: m#guides/developer_guide/policy_modeling/rulescript/rulescript.htm 14

15 FIELD SERVICE Built on time-based, self-learning, and predictive technology, Oracle Field Service Cloud transforms customer experiences as well as the effectiveness and productivity of field service operations. Customers know when service will occur and how long a job will take because Oracle Field Service Cloud s patented approach eliminates guesswork and uncertainty. Users can plan, optimize, and manage fieldwork, scheduling, and coordinating jobs for mid-to-large workforces in minutes. Field teams can communicate with customers and each other to ensure that jobs are completed in a timely manner. This holistic field service loop allows managers to create efficient daily job schedules, work assignments, and routes while maintaining a real-time view of the field. FIELD RESOURCE MANAGER EXPANSION Updates to the Field Resource Manager feature first released in August 2015 and February 2016 will further extend the capabilities of field supervisors, taking another step toward completely optimized field service management without the need for centralized dispatch. Supervisors can manage each resource s calendar, easily adjusting shifts and time off. Work skill, work zone levels, and locations can be adjusted in the field at the supervisor s discretion, right from his or her device. No steps are required to enable this feature. Configuration is required to provide users with the ability to update calendars, work zones, work skills, and locations. Users must be online in order to manage field resources. Users must have a user type that is configured to display Resource info (configured in the Mobility section of the Screen Configuration tab). ENHANCED MAP FUNCTIONALITY The August 2016 release adds new functionality to Oracle Field Service Cloud s Mapping solution, allowing customers who prefer to manage the field directly in map view to quickly make adjustments and shift resources. The capability to host custom map layers such as CAD maps displaying above- and below-ground infrastructure allows customers to quickly identify assets on maps, increasing the speed of fieldwork. The new maps also accommodate the representation of work zones. Field managers can visualize the location of resources, identify pools of capacity, and see infrastructure on a single map. Upload a shape file through the Metadata API to add an internal custom map layer. 15

16 Internal custom map layers can be viewed only on the Team, Activity List, and Activity Detail maps in Mobility and only in online mode. COLLABORATION ENHANCEMENTS Oracle Field Service Cloud s Field Collaboration module receives a significant update with the August 2016 release, further enabling the field to self-manage. The Broadcast feature offers the ability to send field-wide messages from the Collaboration window. This feature allows users to notify the field of emergencies or important changes, such as route changes or schedule adjustments, taking place during the day. With the Activity Broadcasting feature, jobs can be offered to the field for individuals to accept on a first-come, first-served basis, improving the efficiency of handling unscheduled work requests. This feature is also a benefit for customers who often need to assign work to a large number of contractors. These enhancements also include the ability for field workers to exchange a fixed quantity of unserialized inventory directly through the Collaboration module. This feature improves inventory management and increases field efficiency by enabling and tracking exchanges in the field through a simple, chat-like interface. No steps are required to enable this feature. Only activities with a pending status can be broadcast for assignment. Only users with the Allow Activity Move Between Resources permission in their user type can broadcast activities for assignment. Recipients of an activity broadcast are filtered to ensure they have the appropriate work skills, work zones, and service window for the activity. The Conference option of group messaging allows discussion among all recipients of the message. NATURAL LEARNING This release introduces Natural Learning, a major advancement to the self-learning capabilities of Oracle Field Service Cloud. This feature is an evolution of the product s ability to build performance pattern profiles for each person in the field, mimicking the way human beings learn and respond to past experiences. Natural Learning simulates the human learning process to determine activity duration time estimates, providing the ability to calculate job durations beyond an individual s average performance and placing more emphasis on the most recent time the job was performed. This adjustment allows 16

17 users to see patterns develop more quickly and provides a higher level of confidence in statistical results. No steps are required to enable this feature. Recommendations for configuring the New Resource page include adding the Initial Ratio for Activity Duration property so that an initial value can be set and omitting the Working days left for reported data to start impacting duration estimations property. Recommendations for configuring the Edit Resource page include adding the Working days left property and omitting the Initial Ratio property. CORE MANAGE AND ROUTING ENHANCEMENTS The August 2016 release includes several updates to Oracle Field Service Cloud s Core Manage and Routing modules. Enhancements to Core Manage include an About screen, which helps users see what services are part of their subscription and provides links to useful content. Message configuration has been redesigned, simplifying message scenario and notification setup. Simplified SAML configuration allows users to configure Single Sign On more easily when SAML authentication is used. Other updates include easier configuration of properties; the ability to multi-select items found in Business Rules, Work Zones, Display and Statistics Parameters; and the automated recalculation of data when configuration changes are made. With this release, all routing configuration screens have been redesigned for simpler navigation and configuration adjustment. No steps are required to enable these features. INTEGRATION CLOUD SERVICE (ICS) AND RESTFUL API EXPANSION This release offers an expansion of Oracle Field Service Cloud s ICS integration capabilities and APIs, allowing customers to more easily integrate with backend systems. In the ICS integration expansion, the integration layer will now support bulk operations, and resource- and user-related events can be published via ICS adaptor. Event API, part of Oracle Service Cloud s Core API, allows customers to subscribe to events and receive notifications in near-real time. This release adds the capability for a user to call a specific event related to user or resource, providing a more comprehensive source of changes occurring in Oracle Field Service Cloud. 17

18 Meta API was expanded and enables updating and storing of software configurations with the addition of Work Skills, Properties, and Languages. Finally, Core API expansions now support delaying activities until a certain time or for a certain amount of time, reopening a previously completed activity, starting prework, inventory exchanges, and modifying the travel time between scheduled pending activities. KEY RESOURCES No steps are required to enable these features. Oracle ICS is a separate Oracle product distinct from Oracle Field Service Cloud. You must have a valid subscription to Oracle ICS to use the adapter. See Understanding Oracle Field Service Cloud APIs NEW INTEGRATIONS The August 2016 release includes two major integrations. Integration with Oracle Business Intelligence Cloud enables bulk upload from Oracle Field Service Cloud directly into Oracle Business Intelligence Cloud. With this integration, customers can creating more complex reports and forecasts, and have the ability to blend field service data with other data sources to achieve more insight into their business. An embedded integration with Oracle Identity Management allows customers who use Oracle Identity Manager (OIM) to control all of their field service identities along with all other cloud and on-premises applications from a single, unified tool. Oracle Business Intelligence Cloud Service is a separate Oracle product distinct from Oracle Field Service Cloud. You must have a valid subscription to Oracle Business Intelligence Cloud Service to use the integration between the two applications. Oracle Identity Manager is a separate Oracle product distinct from Oracle Field Service Cloud. You must have a valid subscription to Oracle Identity Manager to use integration between the two applications. FORECASTING ENHANCEMENTS An enhancement to Oracle Field Service Cloud s Forecasting module shows resource availability scenarios including the minimum, maximum and average resource availability when a particular capacity category or time slot is selected from the view option. No steps are required to enable this feature. 18

19 ORACLE SERVICE CLOUD PLATFORM The Oracle Service Cloud Platform includes App Builder products, the Experience Platform, and the Virtual Configuration Interface Object (CIO) Cloud Service. PLATFORM SUPPORTED CHANGES The August release adds support for:.net on agent desktop Browsers no longer supported: Google Chrome version 48 and lower across the product Mozilla Firefox version 44 and lower across the product Download the appropriate software versions, as needed. The product and features may not work as intended if you are using non-supported software versions. CRYPTOGRAPHY API EXPANSION In the August, release for the Cryptography API. Changes include support for additional encryption algorithms and hashing. No steps are needed to enable this feature. For more information, see Connect PHP API. KEY RESOURCES For more information, see Connect PHP API. PHP UPGRADE In the August Release, Oracle Service Cloud includes a PHP upgrade to version 5.6. Benefits include improved security, better performance and improved efficiency. 19

20 No steps are needed to enable this feature. OAUTH This new platform features enables Oracle Service Cloud to validate OAUTH for secure data exchange with other Customer Experience Apps. 1. Make sure that the SSO_ENABLE_EXTERNAL_IDP configuration setting is enabled. 2. Create a profile for the OAUTH user that has the SSO Login (SAML 2.0) permission set under Administration permissions. 3. Create a staff account for the OAUTH user and assign the OAUTH user profile to it. 4. Configure the external IdP and download a security certificate from it to your computer. 5. Define the external IdP in Oracle Service Cloud. 6. Retrieve a token from the external IdP to use in REST API calls. See Using OAuth authorization to access the Connect REST API for more information. KEY RESOURCES See Using OAuth authorization to access the Connect REST API for more information. OPTLIST FRAMEWORK FOR ACCOUNTS SETUP Modifications have improved the scalability of the dropdown list for staff accounts. Administrators can now add 100,000 staff accounts. 20

21 ORACLE SERVICE CLOUD INTEGRATION Oracle continues to invest in integration to other applications; the May release introduces two new integration accelerators for mobile and Service Cloud out-of-the-office. Accelerators are a collection of sample code, sample workflows and best practices, documentation and design guidance to assist customers with seamless updates or integrations with Oracle Service Cloud. MOBILE ACCELERATOR With the August 2106 release, the mobile accelerator provides functionality to view, edit, and create incidents, messages, tasks, contacts and organizations. It leverages the Oracle Mobile Application framework to allow the deployment to mobile devices (ios and Android). It also provides additional device capabilities like Multi-window, S-Pen, Camera and Barcode scanner. Offline and Device Management Capabilities can be provided by integrating MAF to Mobile Cloud Service (MCS). The Mobile Accelerator requires a functioning instance of Oracle Service Cloud, May 2016 or later. See Oracle Service Cloud Accelerators on Oracle Technology Network for more information. KEY RESOURCES For more information and downloads, see Oracle Service Cloud Accelerators on Oracle Technology Network

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