Oracle Service Cloud. New Feature Summary

Transcription

1 Oracle Service Cloud New Feature Summary May 2017

2 TABLE OF CONTENTS REVISION HISTORY... 3 ORACLE SERVICE CLOUD MAY RELEASE OVERVIEW... 4 WEB CUSTOMER SERVICE... 4 Community Self-Service Enhancements... 4 Forum Functionality - Phase Customer Portal - Captcha... 4 CROSS CHANNEL CONTACT CENTER... 4 Agent Browser User Interface... 5 Oracle Policy Automation... 5 Analytics Runtime Enhancements... 5 KNOWLEDGE MANAGEMENT... 5 Oracle Service Cloud Knowledge Advanced... 5 Knowledge Advanced: Multi-Language Search Based on User Preferences... 5 Knowledge Advanced: REST API Improvements... 6 Knowledge Advanced: Browsing by Product and Category... 6 Knowledge Advanced: Authoring Enchancements Editor and Image Management... 6 POLICY AUTOMATION... 6 Next Generation Interviews... 6 Generate Documents Using pdf Templates... 6 Interview Extensions... 7 Embeddable Interviews... 7 Batch Processing Rest API... 7 ORACLE SERVICE CLOUD PLATFORM... 7 Managed Tables

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 MAY 2017 Initial Document Creation 3

4 ORACLE SERVICE CLOUD MAY RELEASE OVERVIEW Oracle continues to empower its customers to deliver great customer experiences with Oracle Service Cloud. The May 2017 Release of Oracle Service Cloud adds new capabilities to Web Customer Service, Contact Center, Knowledge Management, Policy Automation, and Platform. WEB CUSTOMER SERVICE A reputation for excellent customer service can differentiate the brand and drive revenue. Oracle Web Customer Service helps organizations earn that reputation by transforming online web service into a highly interactive customer experience. COMMUNITY SELF-SERVICE ENHANCEMENTS Each release of Community Self Service after its August 2015 MVP launch provides additional forum functionality to build out the feature set and make community participation, moderation, and administration easier and more effective. FORUM FUNCTIONALITY - PHASE 5 This current release includes several community administrative and back-end enhancements, as well as functionality for web users. The main new feature is a community home page. This page, which acts as a "front door" to the community, contains both new and existing widgets that provide users with a high level, at-a-glance view of community and other relevant activity. Anchoring the home page is a new widget that lists the community forums (i.e., products or categories, depending on how the community has been configured). This package also includes enhancements to discussion and account management pages, as well as the workflow for choosing profile pictures such as letting members use their Facebook profile picture as their community avatar. CUSTOMER PORTAL - CAPTCHA The Customer Portal team has updated the CAPTCHA widget, by implementing the newest Google "recaptcha widget. Implementing the recaptcha widget helps to improve accessibility capabilities. CROSS CHANNEL CONTACT CENTER Oracle Service Cloud Cross Channel Customer Service powers 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 4

5 customers to resolve simple issues using self-service, while directing the more complex issues to contact center agents. AGENT BROWSER USER INTERFACE ORACLE POLICY AUTOMATION Oracle Policy Automation is now fully integrated in the Agent Browser User Interface. Policy Automation enables agents to execute policy interviews within an Agent Browser User Interface incident workspace. ANALYTICS RUNTIME ENHANCEMENTS The May 2017 Release brings several enhancements to reporting within the Agent Browser User Interface. Inline Edit has been added which enables users to edit record data directly within a report. This feature significantly reduces effort, as record fields can be edited directly, without the user having to open each report individually. In addition to Inline Edit, Cross Tabs reports are now supported in the Agent Browser User Interface. These are pivot table-like displays that allow users to group data by row and column output. Also with this release, additional report export formats are available and dashboard reports can now be exported from Service Cloud. 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. ORACLE SERVICE CLOUD KNOWLEDGE ADVANCED With the May 2017 Release, Oracle continues to add new capabilities to the Knowledge Advanced edition, with new functionality in Knowledge Advanced for Customer Portal and Advanced Knowledge for Agent Desktop. KNOWLEDGE ADVANCED: MULTI-LANGUAGE SEARCH BASED ON USER PREFERENCES This feature limits search results to only those selected languages within a user profile. This enhancement ensures users are only able to view answers assigned to locales selected in their user profile on the Agent Console, making it easier and faster for agents to find answers in their locale. 5

6 KNOWLEDGE ADVANCED: REST API IMPROVEMENTS The May 2017 Release adds new API functionality that facilitates importing images in bulk. Knowledge managers can upload and delete images in batch using the new API as an alternative to using the authoring tool. The API enables customers to mass update content with inline images, and also assists with migrating documents from other environments, such as an on premises knowledge implementation or a customer's legacy knowledge base. KNOWLEDGE ADVANCED: BROWSING BY PRODUCT AND CATEGORY Knowledge administrators can now enable browsing by product and category on the consumer portal This enables end users to search for articles by product and category. This customer requested feature improves user experience and productivity by making it easier for users to view answers across all content types on the Customer Portal. KNOWLEDGE ADVANCED: AUTHORING ENHANCEMENTS EDITOR AND IMAGE MANAGEMENT The CKFinder in Knowledge Advanced now supports more file extensions. This simplifies authoring by allowing knowledge authors to easily upload and link to non-image assets, such as PDF or docx files. Additionally, with this release, the Site Wide Link Checker is now able to check Knowledge Advanced answer links. The Site Wide Link Checker enables knowledge managers to easily identify broken links within articles and fix them. POLICY AUTOMATION Policy Automation enables the automation of an organization s business rules, processes, policies, or regulations. With Policy Automation, organizations can ensure polices and regulations are being met, leverage intelligent decisioning, capture the right customer information in interviews, assist the resolution of complex service requests, and help determine product or service eligibility. NEXT GENERATION INTERVIEWS The May Release continues to add features that help deliver personalized experiences to Next Generation Interviews. This includes capabilities to generate documents using Portal Document Format (PDF) templates, to enhance the customer experience with interview extensions, and the ability to embed interviews for a more personalized interview experience. GENERATE DOCUMENTS USING PDF TEMPLATES At the conclusion of an interview, end user documents can be generated leveraging the Oracle Business Intelligence Publisher. In addition to generating documents in Rich Text Format (RTF), PDF templates are 6

7 now available. Data collected during interviews can provide a record of the advice by leveraging the organization s existing paper PDF forms. INTERVIEW EXTENSIONS To enhance the user experience, new design capabilities allow selective style overrides for enhanced navigation and corporate branding. Any design control can be added or modified with worry-free upgrades. EMBEDDABLE INTERVIEWS New in this release is the capability to embed Next Generation Interviews on any HTML page. It also includes the capability to configure and limit websites that can embed interviews. In addition, interviews can be embedded into other interviews to provide a richer user experience. BATCH PROCESSING REST API The new batch processing REST API efficiently processes multiple interviews in bulk. This allows interviews to apply rules and policies consistently with both interactive and batch processes. With this new feature, organizations can improve service quality with regular bulk reassessment of data such as case or incident status or other decisions critical to the business. 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. MANAGED TABLES Managed Tables is enhanced to expose additional Oracle Service Cloud data accessible through object query language

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