Oracle Service Cloud. New Feature Summary. Release 18C ORACLE

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1 Oracle Service Cloud Release 18C New Feature Summary ORACLE

2 TABLE OF CONTENTS Revision History 3 Overview 3 Agent Browser Desktop Automation 3 Workflow Enable Save Option for Workflow Elements 3 Workflow Load Element 3 The Validation Option on the Workspace Element Workflow Connector 4 Agent Browser Workspaces 4 Respond Using Alternate 4 Workspace Field Label Font Properties 4 Tasks Multi-Edit Workspaces 4 Workspace Rules Action to Execute Editor Command: Propose 4 Asset Multi-Edit Workspaces 4 Disable Icon 4 Interaction Workspace for Chat 5 Custom Object Multi-Edit Workspaces 5 Agent Browser Channels 5 Automatic Spell Check for Chat 5 Chat Supervisor Monitoring 5 Chat Knowledge Foundation Integration 5 Content Recommendation 5 Knowledge Panel is Always Available 5 Agent Browser Analytics 5 HTML Format Type Support for Workspace Answer Control 5 Comparison Columns and Comparison Percent Columns Supported in Agent Browser UI Reporting 6 Exception Formatting Displayed in Charts Within Agent Browser UI Reporting 6 Refresh All Split Levels Simultaneously in Agent Browser UI Reporting 6 Contact Center 6 Knowledge Management 6 Knowledge Advanced 6 Subscription and Notification Enhancements 6 Suggested Searches 7 User Group Reporting 7 Knowledge Analytics Segmentation by Products and Categories 7 Policy Automation 7 Automate Connections to Other Applications 7 Hub Action Audit Log 7 Personalize the Interview for the End User's Language 8 Platform 8 Incident Thread Redaction 8 Interface Deletion - Leverage Bulk Delete Framework 8 Data Lifecycle Enhancements - Support for Custom Policies 8 Web Customer Service 8 Oracle Virtual Assistant 8 2

3 REVISION HISTORY This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table: Date Feature Notes 04 DEC 2018 Subscription and Notification Enhancements Updated document. Revised feature information. 16 AUG 2018 Created initial document. OVERVIEW This guide outlines the information you need to know about new or improved functionality in this update. 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. AGENT BROWSER DESKTOP AUTOMATION WORKFLOW ENABLE SAVE OPTION FOR WORKFLOW ELEMENTS The Workflow Enable Save Option for Workflow Elements that is supported in the Service Console is now support in the Agent Browser UI. WORKFLOW LOAD ELEMENT The Load Element is now supported in the Agent Browser User Interface. The Load Element in Workflow allows a specific record to be loaded in the workflow at a defined stage. It is a constant record that is added to the workflow definition. 3

4 THE VALIDATION OPTION ON THE WORKSPACE ELEMENT WORKFLOW CONNECTOR The Validation Connector Options in Workflows is Supported. This is used to make sure that a workspace element has been validated prior to following a Connector Element out of the Workspace Element in a workflow. If all data has been validated then the workflow will continue, if the record does not pass the validation criteria configured for the workspace such as required field, then the workflow will not continue. AGENT BROWSER WORKSPACES RESPOND USING ALTERNATE The Agent Browser User Interface now supports selecting an alternate address to send the response to when the OE_SVC_SENDMAIL_SINGLE_ADDRESS configuration option has been set to Yes. This is available from the incident message component. WORKSPACE FIELD LABEL FONT PROPERTIES The Agent Browser User Interface now supports the following label font field configuration properties: Font Size Bold Underline Italicize Strikethru TASKS MULTI-EDIT WORKSPACES Multi-edit workspaces for Task Objects are now supported on the Agent Browser User Interface. WORKSPACE RULES ACTION TO EXECUTE EDITOR COMMAND: PROPOSE The Workspace rule to execute the command to Propose an Incident for an Answer is now supported in the Agent Browser User Interface. ASSET MULTI-EDIT WORKSPACES The Multi-Edit Workspace functionality that is available in the Service Console is now supported in the Agent Browser User Interface for the Asset object type. DISABLE ICON The Disable Icon option disables the icon in the field on a Contact Workspace. This disabled the user's ability to initiate an using their native client to the current contact. 4

5 INTERACTION WORKSPACE FOR CHAT For Agents working chats in the Browser User Interface, they need the ability to interact with and update information associated with the Contact within the Interaction Workspace. CUSTOM OBJECT MULTI-EDIT WORKSPACES Custom Object Multi-edit workspaces are now supported on the Agent Browser User Interface. AGENT BROWSER CHANNELS AUTOMATIC SPELL CHECK FOR CHAT A new feature has been added to the Agent's Chat experience within the Browser User Interface, where misspelled words are indicated within the compose control of the Chat session. CHAT SUPERVISOR MONITORING Supervisor Monitoring is now available for Chat in the Browser User Interface. The Supervisor Monitoring feature allows a Supervisor Agent the ability to monitor a live chat session within the Browser User Interface. Also included: The ability for the Supervisor Agent to Join and Leave the session The ability for the Supervisor Agent to Private Message with the lead agent while monitoring CHAT KNOWLEDGE FOUNDATION INTEGRATION Knowledge Foundation is now integrated with Chat in the Browser User Interface. This allows for the knowledge search tool to add a url or text directly into the chat control. CONTENT RECOMMENDATION Agents can provide feedback on answers and request/draft new content. KNOWLEDGE PANEL IS ALWAYS AVAILABLE The knowledge search panel available to agents at all times instead of only in the incident workspace. AGENT BROWSER ANALYTICS HTML FORMAT TYPE SUPPORT FOR WORKSPACE ANSWER CONTROL The Agent Browser User Interface now supports the HTML format type for the workspace answer control. 5

6 COMPARISON COLUMNS AND COMPARISON PERCENT COLUMNS SUPPORTED IN AGENT BROWSER UI REPORTING Comparison columns and comparison percent changes allow users to view data for two time periods side by side along with the percentage change between those periods. Support has been added for comparison columns and comparison percentage columns within Agent Browser UI. EXCEPTION FORMATTING DISPLAYED IN CHARTS WITHIN AGENT BROWSER UI REPORTING Graphical representation of report exception formatting in charts allows users to see the exception threshold and data within the chart that has surpassed this threshold. Support has been added within OSvC Agent Browser UI to show these exceptions within reports with charts. REFRESH ALL SPLIT LEVELS SIMULTANEOUSLY IN AGENT BROWSER UI REPORTING Selecting the "Refresh all split levels simultaneously" check box within a report configuration to automatically refresh all report levels shown in split windows when data in one of the report levels is refreshed. Support for this option has been added to Agent Browser UI reporting. 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. 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. KNOWLEDGE ADVANCED SUBSCRIPTION AND NOTIFICATION ENHANCEMENTS Administrators can now edit notification templates to reflect their organization's preferences and branding, giving them more control over the look and feel of notification s. The application uses notification s to tell subscribed users about recent article updates and to notify workflow stakeholders of pending tasks. In addition, references to knowledge articles within notification s are now rendered as clickable links. 6

7 SUGGESTED SEARCHES Knowledge Advanced now provides suggested (type-ahead) searches to enable users to quickly locate the most relevant articles. When users begin typing a phrase or question in the search area, the application presents them with the article titles that best match their partial search phrase or question. Users can then select a suggestion to immediately display an article that matches their search or answers their question. USER GROUP REPORTING A new report enables analysts to better understand how user groups consume knowledge base content. The Knowledge Consumption by User Group report shows the number of articles available to each user group, the number of those articles that were viewed, the number of click-throughs and browses, and the percentage of total knowledge base views that were performed by each group. KNOWLEDGE ANALYTICS SEGMENTATION BY PRODUCTS AND CATEGORIES Knowledge analysts can now segment article usage and status information by product and category, enabling them to improve efficiency by identifying specific products or categories where there may be bottlenecks in the approval process. Customers Knowledge administrators can add product and category information to their personalized reports to gain more granular insight into article usage and status. 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. AUTOMATE CONNECTIONS TO OTHER APPLICATIONS There are three new REST services that can be used by system integrators to completely automate the process of moving projects through the policy deployment lifecycle. These Hub REST APIs are: Connections REST API - automates the creation and management of connections for any Policy Automation Hub environment to any application s OPA web service connector endpoint. The connection settings configure properties such as service versions, URLs and authentication settings. CORS Whitelist REST API - automates the creation, management, and deletion of Cross-Origin Resource Sharing (CORS) whitelists, and integrating those steps with other authorization actions, if needed SSL Certificates REST API - automates the management of any custom root certificates that are needed to ensure secure connections are recognized for OPA web service connections HUB ACTION AUDIT LOG The Hub Action Audit Log allows organizations to comply with strict audit requirements. This feature will automatically audit every OPA Hub operation performed by every user, on every object. Audit information can be retrieved with a REST API that returns the most recent information first. 7

8 PERSONALIZE THE INTERVIEW FOR THE END USER'S LANGUAGE A new locale function has been added which allows policy modelers to write rules and change interview behavior based on the user s locale. This enables intuitive experiences in every language by providing images, policy material and site redirection that can be different per language. It also simplifies maintenance by having conditional logic that knows the interaction language for the user experience. In addition, language aware list sorting is now available which ensures that translated lists of values appear in alphabetical order in the end user's language. PLATFORM The Oracle Service Cloud Platform includes App Builder products, the Experience Platform and the Virtual Configuration Interface Object (CIO) Cloud Service. INCIDENT THREAD REDACTION Incident Thread Redaction provides ability for privileged users to redact previously entered data in incident threads. This feature is exposed via the Incident Thread Correction element in the Service Console that allows users with special privileges to convert a response thread entry into a private note as well as to edit or remove text and images from the threads. This feature helps organizations meet compliance policies and also respond to requests for data correction or request for erasure. INTERFACE DELETION - LEVERAGE BULK DELETE FRAMEWORK For the interface deletion process, we are leveraging the staggered deletion mechanism available in the bulk delete framework. This makes the interface deletion process faster and more efficient, with higher throughput and a lower failure rate. DATA LIFECYCLE ENHANCEMENTS - SUPPORT FOR CUSTOM POLICIES This feature provides the ability to create new custom policies on custom objects and certain canned objects based on your business case. For example, instead of manually calling the bulk delete process based on a schedule, you can create a custom policy to purge custom object records automatically based on a configured ability. 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. ORACLE VIRTUAL ASSISTANT The Oracle Virtual Assistant Cloud Service leverages sophisticated Natural Language Processing to offer personalized responses to your customers queries in a conversational format. Oracle Virtual Assistant comes bundled with a number of tightly coupled components to ensure a consistent and seamless service experience, including; A Conversational Experience, Built-in Domain Dictionaries, Live Chat Escalation, Analytics and Reporting

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