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 |
|---|---|---|
| 11 FEB 2016 |
Initial Document Creation |
This document provides information on the features and enhancements in this release of Oracle Service Cloud.
For a listing of the hardware and software requirements for all Oracle products, log in to our support site and access Answer ID 31. For information about upgrading from earlier versions, click the link for your specific upgrade path on the Upgrade Guides page.
The table below offers a quick view of the actions required to enable each of the February 2016 features for customers upgrading from the November 2015 release. If you are upgrading from a prior release, additional actions may be required in order to enable the new features or functionality. For more information about the feature upgrade or the actions required, see the section of the document as indicated in the Feature column.
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Automatically Available* |
End User Action Required |
Administrator Action Required |
Oracle Service Request Required** |
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*Assuming this functionality is enabled in your application.
** Oracle Service Requests are generally required when purchasing access to newly available features or products.
Consolidated Dashboard layouts— A new dashboard layout is available on the Dashboards editor. Unlike other layouts, which determine where the individual reports display on the dashboard, the Consolidated Dashboard layout groups information from all reports on the dashboard into a single report. This lets you display data from multiple, unrelated tables in a single report. While single reports can pull information from unrelated tables, they may fail to run due to database query limits.
All reports used in the dashboard must have the same number of columns and the corresponding columns in each report must have the same data type.
Additional New Features and Other Changes
The February 2016 release includes the following enhancements to Oracle Service Cloud.
- Recent items—Changes were made to aid organization and searching.
- Recent items are now grouped into three additional categories depending on when the record was last opened. Groups include Today, Yesterday, and Older, in addition to Pinned.
- You can search for records using a text search and filter by type (for example, incident record type).
- You can remove records from within the recent items list.
- Single Sign-on enhancement—The entity ID used in the metadata you export from the Single Sign-on Configurations editor can now be customized. The custom value is used instead of the entity ID that is generated when your Oracle Service Cloud Site is created. By using a custom ID, problems associated with external systems recognizing special characters can be avoided.
- Properties—Two new workspace and script options properties have been added in the February 2016 release.
- Policy Automation control property— Refresh When New Record is Saved is a new options property for the Policy Automation control. When selected, it ensures an agent sees the correct PK ID displayed on the Policy Automation control after the initial save of the created object.
- Hide Options Button property— Hide Options Button is a new options property for reports and relationship items which contain the Options button (such as Contacts, Time Billed, and Audit Log). When selected, it removes the Options button from displaying in workspaces and scripts.
The February 2016 release includes the following enhancements to the Agent Browser User Interface (Agent Browser UI).
- Browser extensibility—The following enhancements have been made to the Agent Browser UI Extensibility Framework:
- Creating, editing, deleting, finding, and opening workspace records
- Including and excluding menu items in simple and hierarchical menu fields
- Additional validation and business logic on saving and closing workspaces
- Change user password—You can now change your Oracle Service Cloud user password using the Change Password option in the Settings and Actions drop-down menu. This option is not available when SSO Login permission is enabled.
- Persistent Summary panel—A new workspace options property allows you to display the summary panel in a workspace as a persistent panel located directly above the primary tab set or as the first tab in the primary tab set. The Options property, named Summary Panel Alignment, is available when the primary Tab Set control is selected, and applies only to workspaces in the Agent Browser UI. For existing workspaces, the default value is First Tab, whereas the default value for new workspaces is Top.
- Expanded version information in the About dialog—When you select About from the Actions and Settings drop-down menu, you will see expanded version information, including information about both your Oracle Service Cloud and Agent Browser UI product release versions.
- Send broadcast Notification message to all logged in users—When you click the Create button in the Notifications window, the Send To All Logged In Users check box appears, allowing you to send a message to all staff members currently logged into the system. When you select the check box, the To field is disabled.
- View Social results and create Social incidents—You can now view social monitor results and create incidents from those results using the Agent Browser UI.
- Two new reports for viewing and managing social monitoring results are available specifically for the Agent Browser UI. The Social Monitor Search Results report is a top level report that allows you to view all searches and drill down to results. The Social Monitor New Results report displays all new results.
- After selecting a specific social monitor post (Twitter public, Twitter @mention, Facebook subscription, or Facebook private message), the Create Incident button is displayed if an incident has not already been created for the post which allows you to create a new social incident.
- Enhancements to incident threads—Several new functions related to incident threads are now supported in the Agent Browser UI.
- An attachment icon now appears on an incident response thread header when an attachment has been sent with that response. Click on the attachment icon for a list of attachments sent with the response, then click on an attachment in the list to view the attachment.
- When you copy an existing incident, you can edit or delete all thread entries in order to modify the new incident as desired. After the new incident has been saved, you can no longer modify or delete those threads.
- The Read Only behavior properties for the Rich Text Incident Thread control on the incident workspace—Read Only On New, Read Only On Edit, or Read Only/Profile Based—are now supported by the Agent Browser UI.
- Workspace rules—Additional workspace rules triggers, conditions, and actions are now supported.
- Knowledge Advanced enhancements— Additional Knowledge Advanced features available in Agent Browser UI include:
- Hot keys for Add As Text and Add As Link, used to add an answer to a message body, are now available.
- When an answer is added to a message body as a link or as text or when an answer is viewed, these events are tracked and are reported in the Answers Utilized by Agents, which is accessed from the Service Console of the Oracle Service Cloud Smart Client.
- Analytics—The Report Behavior options Create New Records in Separate Workgroup and Open Existing Records in Separate Workgroup for the report control are now supported in the Agent Browser UI, allowing the new record or opened record to be saved independently from the record the control is on.
- Enhanced user interface look and feel —A number of changes to the workspace toolbar, primary tabs, and secondary tabs will provide more visual cues to the user.
- On the workspace toolbar, the Refresh, Save, and Save and Close buttons now have appropriate icons to the left of the button text.
- The selected primary workspace tab has a blue bar below the tab text to indicate it is the selected tab.
- Secondary tabs include an appropriate icon to the left of the tab text to indicate the record type.
- The selected secondary tab will have a border around the tab text and icon and the tab text will have bold blue formatting.
The following enhancement has been made to Oracle Service Cloud Analytics:
- Column details available in Report Management reports—The Reports by Description and View Report Descriptions reports in the Report Management module now include links to column descriptions. For instance, when you run the View Report Descriptions report to see descriptions of Oracle Service Cloud reports, you can click the Details link next to a report name to view information about every column included in the report.
The February 2016 release includes the following enhancements to the Customer Portal.
New widgets in the February 2016 release include the following:
- output/ProductImageDisplay
- navigation/DiscussionPagination
- searchsource/MobileSourceProductCategorySearchFilter
- Nano changes—In this version of the Customer Portal, nano changes were applied to the following widgets. A nano change is fully backward compatible and is applied automatically to your widget files with no impact to your customer portal. To review the changes, go to the widget documentation page on the Customer Portal Administration site and read the change log entry for the most recent version.
- discussion/QuestionDetail
- discussion/QuestionComments
- feedback/SocialContentRating
- input/MobileProductCategoryInput
- input/RichTextInput
- input/TextInput
- navigation/VisualProductCategorySelector
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