Oracle Service Cloud. August 2017 Release. New Feature Summary

Transcription

1 Oracle Service Cloud August 2017 Release New Feature Summary

2 TABLE OF CONTENTS REVISION HISTORY... 3 ORACLE SERVICE CLOUD AUGUST RELEASE OVERVIEW... 4 WEB CUSTOMER SERVICE... 4 Community Self-Service Enhancements... 4 Community Widget Enhancenents... 4 CKEditor for Community Self-Service... 5 Community Self-Service File Attachments... 5 CROSS CHANNEL CONTACT CENTER... 5 Mailbox Administration Enhancement... 5 Agent Browser User Interface... 5 Business Rules BUI Configuration Assistant... 6 KNOWLEDGE MANAGEMENT... 6 Oracle Service Cloud Knowledge Advanced... 6 Knowledge Advanced: Language Aware Document Classification... 6 Knowledge Advanced: Linking Enhancements... 6 Knowledge Advanced: Community Self-Service Integration... 6 Knowledge Advanced: Additional Locales... 7 Knowledge Advanced: Improved Product Picker... 7 POLICY AUTOMATION... 7 Rest API for Hub Deployments... 7 Next Generation Interviews... 7 Checkpoints for Service Cloud Agents... 7 Mobile Assessments for Service Cloud... 8 ORACLE SERVICE CLOUD PLATFORM... 8 Custom Process Logging... 8 Connect v OpenID Protocol Support... 8 API Bulk Delete

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 07 AUG 2017 Wh 3

4 ORACLE SERVICE CLOUD AUGUST RELEASE OVERVIEW Oracle continues to empower its customers to deliver great customer experiences with Oracle Service Cloud. The August 2017 Release of Oracle Service Cloud adds new capabilities to Web Customer Service, Contact Center, Knowledge Management, Policy Automation, and Platform. 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. 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 enhance the feature set and make community participation, moderation, and administration easier and more effective. COMMUNITY WIDGET ENHANCENENTS This release adds a collection of community widget enhancements. First, the ForumList Widget offers sticky forums that enable Customer Portal developers to select or pin a forum to the ForumList Widget on the home page. This widget also allows different sorting options, including sort by, last activity, questions, comments or Product ID. Next, additional sorting options have also been added to the QuestionList Widget, from last activity to a relevant time period. Options include the ability to sort by year, month, day, week or any date range. Finally, the Comment Widget was added, enabling community users to comment on another user s post. This widget provides the same comment formatting community that users are familiar with, but adds additional functionality with the new CKEditor. 4

5 CKEDITOR FOR COMMUNITY SELF-SERVICE This Release adds the CKEditor to Community Self-Service, providing users with an enhanced text editor to submit a question or comment. CKEditor is an open source WYSIWYG text editor designed to bring common word processor features directly to web pages, simplifying content creation. Additionally, it provides the ability to paste from Word, advanced content filter and custom HTML formatting. It also integrates with HTML purifier which tests the HTML code for cross site scripting and cross site request forgery. Additionally, it supports accessibility with WCAG 2.0 standards. COMMUNITY SELF-SERVICE FILE ATTACHMENTS Community Self-Service file attachments provide community users with the ability to attach files to questions and comments. This increases community effectiveness by giving customers more control over how they present their questions and answers to the community. Administrators also have control over file criteria (e.g., file size limits or specify valid file extensions) to ensure strong site performance and security. CROSS CHANNEL 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. MAILBOX ADMINISTRATION ENHANCEMENT Easier administration of mailboxes is a customer driven enhancement, offering more efficiency for customers with large, multi-interfaces, and multi-language Service Cloud sites. Administrators can now access all mailboxes from one interface. In the past, administrators leveraging multi-lingual interfaces had to go into each language interface to manage the mailboxes for that given language. With this enhancement, administrators can manage all language mailboxes in the language of their preference. AGENT BROWSER USER INTERFACE BUSINESS RULES 2.0 Business Rules 2.0 is an exciting new innovation driven by customer requests. Business Rules 2.0 gives the business rule editor in Oracle Service Cloud a new, intuitive and modern look. With this new feature, custom objects now support business rules. Additionally, administrators now have the capability to search and report on business objects. This allows administrators to search for rules and values used within rules. 5

6 BUI CONFIGURATION ASSISTANT With the August 2017 Release, customers can now enable the Agent Browser User Interface using the configuration assistant where the Oracle Service Cloud site information is managed. Customers no longer need to file an incident with Oracle to request BUI enablement on their site. Note, this feature is only available in Oracle Service Cloud version May 2016 or later. 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 and contact centers to communities and social sites. ORACLE SERVICE CLOUD KNOWLEDGE ADVANCED With the August 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: LANGUAGE AWARE DOCUMENT CLASSIFICATION Auto-product-concepts and classifications of external content is now available for all supported languages. This feature allows the classification of external content, such as web content, automatically into the product hierarchy. Therefore, external documents are automatically assigned to the correct product, category and disposition hierarchy that is designed within Oracle Service Cloud. Additionally, Concepts which are used to increase search accuracy, are now created automatically using localized names. Automatic classification is done using NLP and text analysis. These features increase search accuracy and allow for easier filtering of search results across all curated and external content. KNOWLEDGE ADVANCED: LINKING ENHANCEMENTS The August 2017 Release adds Document Linking, allowing authors to link directly to a document. A document is a collection of answers that are all localized. When clicking a document link in the customer portal or agent desktop, the answer that matches the document and the interface locale will open. With this feature, linking to a document eliminates the need to create locale-specific links. KNOWLEDGE ADVANCED: COMMUNITY SELF-SERVICE INTEGRATION With the Community Self-Service Integration, Customer Portal users will be able to access community knowledge alongside curated knowledge. This capability already exists with Knowledge Foundation and with the August 2017 Release can be configured and displayed in a similar manner with Knowledge Advanced. 6

7 KNOWLEDGE ADVANCED: ADDITIONAL LOCALES Additional languages (locales) have been added to Knowledge Advanced with the August Release. New locales being introduced include: French Belgium Dutch Belgium English India English Ireland Portuguese Portugal German Austria KNOWLEDGE ADVANCED: IMPROVED PRODUCT PICKER With the August 2017 Release, Product and Category Picker Pagination is scaled to support organizations with large numbers of products and categories in their taxonomy. Easy navigation, via pagination, allows authors to quickly explore the product and category trees and ensures efficient authoring due to faster page load times. 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. REST API FOR HUB DEPLOYMENTS The REST API for Hub deployments provides a flexible mechanism to automate certain tasks such as deploying, retrieving and activating policy models when moving from development to production. NEXT GENERATION INTERVIEWS The August Release continues to add features that deliver smarter advice and personalized experiences to Next Generation Interviews. This includes capabilities to deliver seamless omni-channel experiences with interview checkpoints for Service Cloud agents, deliver consistent field experiences with mobile assessments and automate policy lifecycle tasks with REST API for hub deployments. CHECKPOINTS FOR SERVICE CLOUD AGENTS Currently, customers can pause and resume an online interview. This Release expands the capabilities to allow a Service Cloud agent to resume a partially completed interview on behalf of the customer. Checkpoints can be configured to prompt the agent to resume the interview when creating the policy model. 7

8 MOBILE ASSESSMENTS FOR SERVICE CLOUD Mobile assessments for Service Cloud allow field employees to complete interviews on mobile devices even while offline (no connectivity to the internet). Interviews are designed as assessments and workflow syncs the data to field employees. Data is automatically uploaded from the mobile device and synced with Service Cloud when online. 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. CUSTOM PROCESS LOGGING This feature enables developers to log errors and custom messages through scripts. Administrators have the ability to access and review data logs and can enable or disable logging without code modification. CONNECT V1.4 New features to Connect v1.4 enable consistency across connect APIs. Included are metadata improvements, support for bulk APIs for delete and extract operations and unified metadata for Marketing and Mail APIs. OPENID PROTOCOL SUPPORT The August Release adds support for OpenID-based single sign-on support. This new protocol will enable agents to seamlessly log in to multiple OpenID providers such as Google, Yahoo, etc. This is also a single unified protocol for web single sign-on and API security that works across various platforms including browser and mobile. API BULK DELETE This new API provides the ability to delete large amounts of data for incidents and related data using ROQL (RightNow Object Query Language)

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