See What's Coming in Oracle Service Cloud Release Content Document November 2015
TABLE OF CONTENTS REVISION HISTORY... 3 ORACLE SERVICE CLOUD NOVEMBER RELEASE OVERVIEW... 4 WEB CUSTOMER SERVICE... 5 Oracle Service Cloud Community Self Service Enhancements... 5 E-Mail Management... 5 Set Maximum Length on Thread Note... 5 Message Templates Support Custom Scripts in Merge Reports... 5 CROSS CHANNEL CONTACT CENTER... 6 Automation of Collaboration Actions... 6 Track Attachments Sent in Incident Responses... 6 Analytics Adds Session History and Inline Aggregate Reporting... 6 Web-Enhanced Desktop Theme... 6 Agent Browser User Interface... 7 Collaborate in Context... 7 Co-Browse Phone Scenario... 7 Knowledge Advanced Authoring and Enhanced Search... 7 Social Incident Response Management... 7 Additional Core Service Features... 7 KNOWLEDGE MANAGEMENT... 8 Site-Wide Link Checker for Knowledge Foundation and Advanced Answers... 8 Oracle Service Cloud Knowledge Advanced... 8 URL Answers... 8 Intent Builder... 8 Content Processing of External Content on Demand... 8 Outside in Technology Upgrades... 9 Collection Enhancements... 9 Auto-Product Classification... 9 Actionable Analytics... 9 POLICY AUTOMATION... 10 Policy Collaboration... 10 Mobile Capture... 10 Policy Modeling Tool Enhancements... 10 ORACLE SERVICE CLOUD PLATFORM... 11 REST API Enhancements... 11 Oracle Service Cloud Accelerators... 11 Oracle Service Cloud to Sales Cloud Accelerator... 11 Oracle Service Cloud to Siebel Accelerator... 11 Oracle Service Cloud to EBS Accelerator... 11 Report Accelerator... 12 2
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 09 NOV 2015 Initial Document Creation 3
ORACLE SERVICE CLOUD NOVEMBER RELEASE OVERVIEW The Oracle Service Cloud November release adds more advanced capabilities to Contact Center, Web Customer Service, Knowledge Management and Policy Automation. The November release continues to build on Oracle s new market-leading Knowledge Management solution, Knowledge Advanced, adding functionality such as Intents and searchable analytics reports as well as more knowledge authoring functionality within the Agent Browser User Interface. Additionally, this release expands functionality in the Agent Browser User Interface, including Collaboration in Context, Co-Browse Phone Scenario, Knowledge Advanced Authoring and Social Incident Response Management. In the platform, REST API capabilities have been expanded to support pagination, sorting, file attachments, and the ability to execute reports. 4
WEB CUSTOMER SERVICE When customers today have questions, feedback, or opinions about a company or product, they often seek ways to share and engage with their peers. They are looking for ways to connect with both the brand and with other customers in order to share their experiences, ask questions, and get help. These expectations mean that embedding a customer community within the cross-channel experience is a key component of delivering modern customer service. ORACLE SERVICE CLOUD COMMUNITY SELF SERVICE ENHANCEMENTS The November release of Web Customer Service enhances the user experience with a redesigned Account Overview page, building on the core Community Self Service strategy of bringing community content into the larger service experience. When users log in, they now have more visibility into, and more control over, the content that appears on the Account Overview page. The new design is more streamlined, with easy-to-navigate tables that display both support questions and discussion questions at a glance. This page also has a simple navigation menu for links and widgets, such as access to account settings, password management, notification management and viewing the user s public profile. E-MAIL MANAGEMENT Oracle Service Cloud E-Mail Management provides complete control over the handling of inbound and outbound e-mail messages, whether responding to service inquiries or broadcasting mailings and customer surveys. SET MAXIMUM LENGTH ON THREAD NOTE Building on the functionality added in the August 2015 release to limit the text length of e-mail merge fields, the November 2015 release of Oracle Service Cloud expands this capability to apply to thread notes that are included in outgoing messages as well. The incident thread control is available for Message Templates, Outreach, or Feedback. MESSAGE TEMPLATES SUPPORT CUSTOM SCRIPTS IN MERGE REPORTS The November 2015 release of Oracle Service Cloud adds support for Analytics custom scripts for merged reports to be used within Message Templates. This capability enables greater control over the content that is output into a message template and the way that the content is structured and displayed. 5
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 to 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. AUTOMATION OF COLLABORATION ACTIONS The November release continues to enhance collaboration by extending process automation to Collaboration. The automation of Collaboration automatically shares incidents when business process dictates, allowing organizations to programmatically add people and groups to incident and conversation based on who is most likely to be able to help. The new enhancement helps to speed resolution by automating Collaboration instead of waiting for users to initiate Collaboration. TRACK ATTACHMENTS SENT IN INCIDENT RESPONSES In response to customer requests, the ability to track attachments sent in an incident response has been added within workspaces. ANALYTICS ADDS SESSION HISTORY AND INLINE AGGREGATE REPORTING The November release introduces session history reports, offering login visibility across multiple clients. These reports provide additional insights into agent console usage, including enhanced session end-time recording for improper or forced logouts. Additionally, inline aggregated reporting as been added enabling summary reporting on data with Cartesian joins, this allows access to data within reports that was previously inaccessible. WEB-ENHANCED DESKTOP THEME A new modern look and feel for the Smart Client is introduced in the November Release. The new Web Enhanced Console Theme unifies the look and feel across Oracle Cloud allowing users to seamlessly switch between the Agent Browser User Interface and the Smart Client. Customers will notice a more modern web appearance, with updated elements such as new tool windows, toolbar, icons, navigation, and tabs. Existing customers will have the option to continue using the current theme or switching to the new web-enhanced theme. 6
AGENT BROWSER USER INTERFACE The November release adds new functionality to the Agent Browser User Interface for the casual user, including Collaboration in Context, Co-Browse Phone Scenario, Knowledge Advanced Authoring and Social Incident Response Management. COLLABORATE IN CONTEXT Tools for Collaboration are integrated directly in the agent desktop offering streamlined communications, response time, efficiency and consistency. With this release, collaboration with other agents and colleagues elsewhere in the organization is built directly into the Agent Browser User Interface. This enhancement improves collaboration with peers elsewhere in the organization by allowing non-users of Agent Desktop to also participate in collaboration through the Agent Browser UI. CO-BROWSE PHONE SCENARIO With this release, the Co-browse product becomes available within the browser agent desktop in addition to the standalone co-browse and co-browse within the dynamic agent desktop Smart Client. Inside the Agent Browser UI, subject matter experts can benefit from easy access to co-browse sessions and relevant customer data. KNOWLEDGE ADVANCED AUTHORING AND ENHANCED SEARCH Knowledge Advanced articles can now be authored directly in the Agent Browser UI, making it easy for knowledge authors outside the core service team to access the platform. In addition, agents can access linked and favorite articles, designate an article as a favorite, and search in multiple languages. SOCIAL INCIDENT RESPONSE MANAGEMENT Social Incident Responses can be managed from the Agent Browser UI. Both public and private messages coming from Facebook and Twitter can be answered within the context of other channel interactions. ADDITIONAL CORE SERVICE FEATURES Other features delivered in this release include Survey by Proxy Control, enhancements to incident message components, JavaScript extensibility to control interface components, and performance and scalability enhancements. 7
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, too, expect to find answers to their questions quickly and easily, when and where they need it. Oracle Service Cloud Knowledge Management provides a fullyintegrated knowledge management solution that delivers a seamless, consistent experience across all channels, from self-service, contact center to communities and social sites. SITE-WIDE LINK CHECKER FOR KNOWLEDGE FOUNDATION AND ADVANCED ANSWERS The November release adds a site-wide link checker for both Knowledge Foundation and Advanced Answers. The Site-wide Link Checker helps administrators improve knowledgebase effectiveness by easily finding all broken links throughout the knowledgebase. ORACLE SERVICE CLOUD KNOWLEDGE ADVANCED Oracle continues to add new capabilities to the Oracle Service Cloud Knowledge Advanced edition. New, more advanced, functionality has been introduced in Analytics, Authoring, Search and Collections. URL ANSWERS URL Answer Types have been added to Knowledge Advanced, enabling knowledge authors to reference an external document as the content of a knowledgebase answer. Now knowledge authors can easily assign knowledgebase meta-data such as products, categories, view, expiration date, and so forth, to URL answers. INTENT BUILDER Oracle continues to bring more functionality from Oracle Knowledge to Knowledge Advanced; in this release Intent Builder is added. Intent Builder allows administrators to tie together requests for information that are not always linguistically connected, to push a specific article or articles to the top of the search results. CONTENT PROCESSING OF EXTERNAL CONTENT ON DEMAND With on-demand processing, knowledge administrators can now kick off content processing of external content on demand. This feature is designed to reduce total cost of ownership by allowing administrators to tune collections with more control and speed. 8
OUTSIDE IN TECHNOLOGY UPGRADES Oracle Outside in Technology (OIT) within Knowledge Advanced has been upgraded from Version 8.4.0 to 8.5.2. Oracle OIT extracts text and formatting data from documents that have been created using software applications such as Microsoft Office, Adobe, and others, so that Knowledge Advanced can easily index these document types. The upgrade to OIT 8.5.2 provides support for Microsoft Office 2013 document types. COLLECTION ENHANCEMENTS Collections have been enhanced to include the addition of a collection display label and collection review. Collection display labels allow the collection name and the display name to be different, making it easier for users to navigate external content on the web portal. Enabling collections has also been enhanced, allowing administrators to review a new collection prior to going live. This review process permits collections to be indexed but not shown in search results until the collection is live. AUTO-PRODUCT CLASSIFICATION Auto-product Classification automatically assigns external content to predefined products and categories created in Knowledge Advanced Authoring. External content is automatically associated with products using a sophisticated classification process. This feature increases the value of external content and improves the customer experience by making it easier to find and use content. ACTIONABLE ANALYTICS Actionable Analytics reports have been expanded for Knowledge Advanced to help administrators find gaps in knowledge and improve search results. Users can now go directly from Analytic reports to tuning by clicking on a report when action is needed. 9
POLICY AUTOMATION Policy Automation enables the automation of an organization s business rules, processes, policies, or regulations. With Policy Automation, organizations can automatically provide intelligent service to complex service requests. POLICY COLLABORATION With multiple users and departments creating policies, the new feature Project Inclusions, allows users to easily collaborate, reuse, share and update content. Capabilities include the ability to update policies centrally and assign separate responsibilities to maintain different rules, screens and branding to appropriate teams. MOBILE CAPTURE The mobile Policy Automation interview experience has been enhanced with new capabilities to capture photos and signatures. During an interactive interview, new or existing photos may be uploaded to provide additional information. In addition, signatures may be captured to provide proof that the interviewee has answered the questions. Both photos and signatures can be automatically attached to any object, such as an incident, at the conclusion of the interview. POLICY MODELING TOOL ENHANCEMENTS New features are added to the modeling tool in each release. In this release, an Enhanced Data Mapping user interface, Rule Reference Tags and Policy Model Usage Statistics have been added. The new streamlined screen for enhanced data mapping reduces development efforts. This feature makes it easier for experts to understand and participate in the business logic mapping process. To help with rule creation, Reference Tags have been added to simplify rule maintenance and provide references to rule source material for both customers and internal staff. Finally, Policy Model Usage Statistics provide interview usage reports by project and time period. This capability helps compare interview activity across policy models to understand trends over time. 10
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. REST API ENHANCEMENTS In the November release, REST API capabilities have been expanded to support pagination, sorting, file attachments, and the ability to generate reports. Pagination is the ability to page through large number of records using limit and offset parameters for optimal performance. Sorting allows data to be ordered in ascending or descending through a query parameter. File Attachment support, for REST API, is the ability to upload or down file attachments. The final REST API enhancement is the ability to execute analytics reports in Oracle Service Cloud. ORACLE SERVICE CLOUD ACCELERATORS In this release, new accelerators have been added and new features have been added to enhance existing accelerators. Accelerators decrease the development and implementation timelines when building custom integrations. Accelerators include prebuilt customer and agent functionality, user flows and test cases. ORACLE SERVICE CLOUD TO SALES CLOUD ACCELERATOR This new accelerator expands on the existing integration between Oracle Service Cloud and Oracle Sales Cloud using the Integration Cloud Service (ICS). Using ICS, service agents can quickly move sales leads and opportunities from Service Cloud into Sales Cloud. This also includes capabilities for sales reps to better service their customers by allowing them to: view service data in the Sales Cloud, filter service data through prebuilt queries, drill into the service data details, and create or update service data on behalf of their customers. ORACLE SERVICE CLOUD TO SIEBEL ACCELERATOR The existing Oracle Service Cloud to Siebel Accelerator has been enhanced to include expanded report capabilities and integration with additional Siebel data. ORACLE SERVICE CLOUD TO EBS ACCELERATOR The existing Oracle Service Cloud to ebusiness Suite (EBS) has been enhanced to include expanded report capabilities and integration with additional EBS data. 11
REPORT ACCELERATOR The Report accelerator leverages Oracle Service Cloud s add-in framework to include robust report capabilities. This accelerator provides the ability to create and embed reports from external systems and view them in agent workspaces. Agents will now be able to update data from external systems without leaving the agent desktop. --- 12
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