TABLE OF CONTENTS DOCUMENT HISTORY 3 RELEASE 18A 3 Revision History 3 Overview 3 Oracle Cloud Applications Version Renaming 3 Contact Center 4 Multi Edit Workspaces 4 Knowledge Management 4 Knowledge Advanced 4 Product and Category Landing Pages in Customer Portal 4 Knowledge Foundation 4 CKEditor for Answers (.Net) 4 Answer Versioning 4 Platform 5 Bulk Delete APIs for Orgs and Accounts 5 MySQL Upgrade to 5.7 5 Data Lifecycle Management - Core 5 PHP Upgrade to 5.6.31 5 Supported Platform Changes 5 End User (Customer Portal) 5 Agent.NET 5 Agent Browser 6 2
DOCUMENT HISTORY This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table: Date Update Version Notes 30 JAN 2018 Release 18A Delivered new features in Release 18A. RELEASE 18A 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 30 JAN 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. ORACLE CLOUD APPLICATIONS VERSION RENAMING To ensure clarity and consistency across Oracle Cloud Apps, release naming will change; the last two digits of the calendar year, and A, B, C, or D to correspond to the four calendar quarters Releases will continue to be delivered in February, May, August, and November, look for these releases in 2018: Oracle Service Cloud 18A, Oracle Field Service Cloud 18A 3
Oracle Service Cloud 18B Oracle Service Cloud 18C, Oracle Field Service Cloud 18C Oracle Service Cloud 18D 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. MULTI EDIT WORKSPACES This release adds Browser User Interface support for Multi-Edit Workspaces for Contacts, Organizations, Tasks, Answers, Assets, and Custom Objects. This includes supported fields, controls and options set in the Workspace Designer in the Smart Client. Once added, Admins can customize what can be edited in the Multi- Edit Workspaces. 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 PRODUCT AND CATEGORY LANDING PAGES IN CUSTOMER PORTAL Developers can create product and category specific pages in Customer Portal, enabling users to select products and categories of interest and navigate the hierarchies using breadcrumbs and images. All searches from the page will automatically use the selected product or category, and answers displayed will be specific to the product or category. KNOWLEDGE FOUNDATION CKEDITOR FOR ANSWERS (.NET) Previously the CKEditor was only available in the Browser User Interface, with the 18A release the CKEditor will now be enabled across both BUI and the.net editor. The CKEditor supports HTML5. ANSWER VERSIONING Answer Versioning has been released for Knowledge Foundation in the.net Client. Answer versioning will enable knowledge authors to draft and publish versions of answers, compare versions side-by-side and view historical and live versions of an answers. 4
PLATFORM The Oracle Service Cloud Platform includes App Builder products, the Experience Platform and the Virtual Configuration Interface Object (CIO) Cloud Service. BULK DELETE APIS FOR ORGS AND ACCOUNTS The Bulk Delete APIs for Orgs and Accounts feature enables customers to purge accounts and orgs directly, using APIs. Additionally, it allows the flexibility to delete selective data based on custom ROQL queries. MYSQL UPGRADE TO 5.7 Oracle Service Cloud will be upgraded to MySQL 5.7 from MySQL 5.1, starting February 2018. DATA LIFECYCLE MANAGEMENT - CORE The Data Lifecycle Management feature provides a generic framework to host all data life cycle policies and the ability in CX to enforce the policies and support canned policies to purge certain transaction types. In this phase of the implementation, customers can enable canned DLM policies on transaction tables to purge records based on custom conditions that can be created on pre-listed/static set of filter fields. PHP UPGRADE TO 5.6.31 In this release a PHP Upgrade has been performed for security compliance, from 5.6.18 to 5.6.31. SUPPORTED PLATFORM CHANGES END USER (CUSTOMER PORTAL) Added support for Windows 10 build 1709 Support Firefox 56 or greater (was previously 54 or greater) Support Chrome 62 or greater (was previously 58 or greater) Added support for Safari 11 (MacOS and ios only) Dropped support for ios 9 Added support for ios 11 Added support for Android 8 OS AGENT.NET Added support for Windows 10 build 1709 Support Edge 16 on Win 10 (was previously Edge 15) Added support for.net 4.7.1 Added support for Windows Server 2016 5
AGENT BROWSER Starting with 18A, there will no longer be specific browser support for Service Cloud Browser UI - instead, all BUI browser support will follow the Oracle browser support policy located at: http://www.oracle.com /technetwork/indexes/products/browser-policy-2859268.html. Any questions about BUI browser support will be re-directed to that policy. --- 6
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