This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 19 NOV 2021 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in Oracle B2C Service Center Cloud and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable to begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.
For a listing of hardware and software requirements for Oracle products, log in to our support site and access Answer ID 31.
The B2C Service Center application operates with two release strategies. The bulk of the application leverages a quarterly release plan and the features that follow that plan are included in this document on the official quarterly release date. A growing portion of B2C Service Center product development operates on a weekly, continuous release, single-version strategy, and those features are incrementally included in this document as they are released.
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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.
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Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
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|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
|
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Chat Inline Standard Text Search and Insert - Agent Browser UI |
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Chat in Browser UI: Asynchronous Chat - Enhanced System Notifications |
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Chat Browser UI: Transfer To & Conference with Agents at Max Capacity |
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Element Manager: Filtering by Date Updated and Exposing Internal APIs |
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External Objects is a low code integration service that enabled admins and developers to configure integrations to external sources.
Configure integrations to external Odata and REST sources.
Steps to Enable
To enable this feature you need to log a Service Request (SR).
Submit a ticket to access External Objects
Tips And Considerations
Site must be on OCI
Role Information
- Administrators
- Developers
- Consultants
Writable Incident Audit Fields
This feature provides the ability to override the system-assigned default values for Incident Audit fields (such as CreatedTime, UpdatedTime, CreatedByAccount, UpdatedByAccount) while creating the incidents in B2C Service using the Public APIs. Please note that the audit fields can be overridden only during "Create" and not during "Update" via Public APIs (from Connect V1.4 onwards).
Helps in maintaining the original audit data especially in cases where the incidents are synchronized from other systems into the B2C Service via Public APIs.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
Chat Inline Standard Text Search and Insert - Agent Browser UI
Typing a '$' character into an chat compose control will trigger a standard text search by title based on the characters following '$'. The search results will appear in a contextual menu and will be filtered by typing additional characters. Users can insert standard text by using the tab and enter keys or the mouse to select the desired standard text from the inline search results. Select Esc and the search will close.
Inline Standard Text Type Ahead
Feature will allow agents to insert standard text into the chat compose without using the Standard Text Search Component.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
This feature is automatically available to users working within the Engagement Panel that have chat and standard text permissions.
Users that have email signature customization permissions can edit their email signatures in the 'preferences' section in Browser UI.
Email Signature Preference
Users can customize their signature in Browser UI directly without accessing the .NET client. Custom email signatures allow users to add personalized contact information and other details so they can provide their customers with the best possible service.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
- Email signature customization is a permission controlled by the site administrator on the Staff Account record in the .NET client.
- A user has a single email signature; modifications to the signature can be made in Browser UI or in the .NET client and the modification will be represented in both Browser UI and .NET.
- Signatures appear by default at the end of customer response threads.
Key Resources
Staggering Chats in Chat Preferences
A chat agent can now customize the delay time in seconds between incoming chats in the Chat Preferences in Agent Browser UI. To access, the agent can click on the Avatar in the upper right hand corner for the global header and select Preferences from the menu. The agent can adjust the staggering chats value that is available in the Chat Preferences section. The maximum time of delayed chats the agent can select is set in the Profile Permission by the Admin.
There is no minimum. The max in seconds is 3600.
Staggering Chat Profile Permission
Staggering Chat Preference
Improves productivity and provides flexibility by giving the chat agent the control of time between new incoming chats, This allows the agent to be more efficient when answering each message.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
The max value is stored in the Versioning Service. The site will need to be migrated to OCI with Versioning Service enabled.
Chat in Browser UI: Asynchronous Chat - Enhanced System Notifications
This is an update to the existing Asynchronous Chat feature, that improves related system messages by including the end-user's First & Last Name. Agents encounter the updated system messages when requesting & interacting with Asynchronous Chats in the Browser User Interface.
Agent efficiency is gained when the agent receives specific information in system messages
Steps to Enable
Use the Opt In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.
Offering: Service No Longer Optional From: Update 22A
Requirements to uptake this update:
- Asynchronous Chat must be enabled (requires Oracle Messaging)
- Engagement Panel version 13+ must be deployed for the site
- If Engagement Panel version 13+ is not generally available, then you can email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded
- There is no downtime associated with this update. First, we will enable Engagement Panel version 13 on your test site, then on your production site at a day/time of your choosing
Tips And Considerations
In order to uptake Asynchronous Chat & this update, Oracle Messaging must be in place on your company's social media pages.
Role Information
- Chat Agents
- Chat Supervisors
When an agent is actively engaged in a chat session, either reviewing historical transcripts or reading earlier posts in today's chat, and the customer posts a new message then the agent will now see an auto scroll bubble. When clicked, the auto scroll bubble takes the agent to the first new unread message posted by the customer.
New Unread Messages in Chat
This makes reviewing past chats & responding to the current chat easier for agents by getting them to the newest information, faster.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
- This feature is enabled by default.
- Custom Configuration Setting: To disable or re-enable this feature, create & deploy the new custom configuration setting
- Key names and descriptions: CUSTOM_CFG_CHAT_AUTO_SCROLL_ENABLE
- Type: Yes/No
- No to disable
- Yes to enable
Role Information
- Chat Agent
- Chat Supervisors
- Chat Administrators
Chat Browser UI: Desktop Notifications
Previously, agents did not receive a desktop notification when new chats come in. Beginning in 21C, agents handling chats within the Agent Browser UI have a desktop notification that alerts them when new chats, transfer invites and conference invites require their attention. Agents can take action on the desktop notification by accepting the new chat or accepting/declining the transfer and conference invites from within the desktop notification. Accepting the chat or invite, then brings the Agent Browser UI and the chat into focus.
Chat Desktop Notification example
This makes it easier for agents to multitask when handling chats within the Agent Browser UI.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
- The Chat Desktop Notifications feature does not include support for incident notifications.
- The Chat Desktop Notifications feature is enabled by default
- If you would like to disable this feature, then you can create the following custom configuration setting:
- CUSTOM_CFG_CHAT_DESKTOP_NOTIFICATIONS_ENABLE
- Type: Yes/No
- Yes to enable
- No to disable
- Agents must allow desktop notifications when logging into the Agent Browser UI
- When prompted, agents should allow desktop notifications for Oracle Service Cloud
- If an agent misses the prompt, then they can update their browser settings to enable desktop notifications. This setting is generally available for most modern browsers on the Notifications menu. Agents can easily search the internet for specific instructions on how to do this by using keywords like, "allow desktop notifications chrome"
Role Information
- Chat Administrators
- Chat Agents
Chat Browser UI: Historical Chat Transcript
Agents handling chats in the Agent Browser UI can now easily see previous chat sessions within the transcript control. Agents can scroll within the transcript control to see the transcripts of chats that have occurred in the recent past (ex: 30 days).
This makes reviewing past chats easier for agents by reducing the clicks it takes to access relevant information.
Steps to Enable
- CX Version 21A+
- This feature is enabled by default.
- New Config Verb: AGENT_DISPLAY_CHAT_HISTORY
- This configuration setting is automatically enabled
- The default setting is 30 days
- If you would like to disable this feature, update the AGENT_DISPLAY_CHAT_HISTORY config verb to zero (0)
Role Information
- Chat Agent
- Chat Administrator
Chat Browser UI: Transfer To & Conference with Agents at Max Capacity
Agents handling chats within the Browser UI can now receive transfer & conference requests beyond the max chat capacity defined on their profile permissions.
Previously, Agents were unable to accept transfer & conference invitations while at the maximum chat capacity defined on their profile permissions.
Now, Agents see a new Max Chats Indicator icon within the transfer and conference menus of the Engagement Panel. The Max Chats Indicator icon shows whether Agents in the transfer and conference lists are currently at or over their max chat capacity. At that time, the Agent making the request can choose to complete the request and send the invitation, of which the Agent on the receiving side can then accept, view, or decline the invitation.
Administrators can easily control this capability through a new custom config verb.
Customer satisfaction increases when the best agent is handling the session
Agent efficiency is gained by allowing the transfer to take place, no time is spent watching for agents to become available
Steps to Enable
Use the Opt In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.
Offering: Service No Longer Optional From: Update 22A
- Engagement Panel version 13+ must be deployed for the site
- If Engagement Panel version 13+ is not generally available, then you can email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded
- There is no downtime associated with this update. First, we will enable Engagement Panel version 13 on your test site, then on your production site at a day/time of your choosing
- This feature is disabled by default
- Custom Configuration Setting: To disable or re-enable this feature, create & deploy the new custom configuration setting
- Key: CUSTOM_CFG_CHAT_TRANSFER_OVER_CAPACITY_ENABLE
- Data Type: True/False
- Type: Site
- Required: Yes
- Default: Yes
Tips And Considerations
- Requires Engagement Panel v13+
- Requires an Administrator to enable the feature via the new custom config
- Starting with Engagement Panel v13, Agents will see the new "Max Chats Indicator" icon in the transfer & conference menus, regardless of whether this feature is enabled or disabled
- If this feature is disabled, then agents will see the new "Max Chats Indicator" icon in the transfer & conference menus
- If this feature is enabled, then agents will see the new "Max Chats Indicator" icon in the transfer & conference menus
Key Resources
- Chat Agents
- Chat Supervisors
- Chat Administrators
Chat Rule Runtime Log for Enhanced Business Rules
The Rule Runtime Logs for Chats is now made available in the Enhanced Business Rules via the Rule Runtime Log Report, making it easier to troubleshoot Chat Rules execution.
- Easier to manage complex rules with additional diagnostic information.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
Element Manager: Filtering by Date Updated and Exposing Internal APIs
The enhancements in Element Manager for 21D enables users to:
- Filtering elements by updated datetime enables the users to export only the elements updated before a specific date, after a specific date, or between a date range.
- Exposing internal APIs of Standard text and Variables to perform CRUD operations on these elements through Element Manager.
The enhancements to Element Manager includes extension of the search and filter capabilities to other elements, except Business Rule, supported in Element Manager. The enhancements also includes exposing the internal APIs of Standard text and variables to enable Agent Service to use REST end points to perform CRUD operations on the Standard text and Variables through Element Manager.
Steps to Enable
Admin must perform these tasks for all profiles that will work with Element Manager:
- Add Element Manager to the navigation set. The Element Manager component is found in Components > Common.
- Grant the appropriate administrative permissions to access individual elements. See Element Manager for the supported element types and their required permissions.
Tips And Considerations
Element Manager works only in the Agent Browser UI. If you try to access it from the Service Console, a message tells you that it is only available in the Agent Browser UI.
Key Resources
The workspace and report toolbar icons have been updated in the Redwood theme.
Example Incident Workspace Toolbar Icons
Example Menu Icons
The new icons are sharper, easier to identify, and more closely match those of other Oracle CX applications.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
- These icons are only available on the Redwood theme in Browser UI which can be accessed through the user's preference menu.
- There are no functional changes with these icon updates.