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 |
|---|---|---|---|
| 20 MAY 2022 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in Oracle B2C Service Center 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.
SECURITY & NEW FEATURES
We would like to remind you if your system has modified security structures you may need to advise your security administrator of new features.
HAVE AN IDEA?
We’re here and we’re listening. If you have a suggestion on how to make our cloud services even better then go ahead and tell us. There are several ways to submit your ideas, for example, through the Ideas Lab on Oracle Customer Connect. Wherever you see this icon after the feature name it means we delivered one of your ideas.
GIVE US FEEDBACK
We welcome your comments and suggestions to improve the content. Please send us your your feedback.
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.
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. |
|||||
|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
|
||
Secondary Contacts and Alternative Email Address Added to Thread Response Header |
||||||
B2C Service to CX Unity Integration (Phase 2)
There is a business need for a robust, data synchronization between B2C Service and CX Unity. Incidents from B2C Service are published to CX Unity, so that intelligent attributes may be calculated based on these incidents. Such incident-based intelligent attributes enable downstream applications to tailor their business processes according to the service history of the specific end-customer
- Better 360- degree customer profiles with the inclusion of service-related metrics
- Increased up-sell and cross-sell ability
- Ease of initial setup
- 1-click setup and activation with the Configurator
- Pre-defined attribute mappings
- Uses Data Pipeline as the data source
- No impact on transaction database or throughput
- Synchronize Custom Attributes
- Meet additional, unique business requirements
Steps to Enable
To enable this feature you need to log a Service Request (SR).
This feature is under Controlled Availability (CA) and is therefore not automatically available or can be opted-in by the customer. If a customer is interested in this feature, they need to raise a Service Request.
After the feature has been enabled and made available to the customer, a Business Administrator from the customer must do the following:
- Use the BUI-based Configurator to specify URL and Credentials for IDCS and Unity instances
- Create and upload the JSON mapping file (if necessary)
- Activate the integration
Tips And Considerations
Data Pipeline is a prerequisite for this feature. Therefore, Data Pipeline should also be enabled, available and functional prior to enabling this feature for any customer.
Agent Browser UI Forward Dialog UI Enhancements
Attachments will now always display in the forward dialog, even when scrolling on long incident threads.
The attachments will be listed horizontally. If there are many attachments, the user will be able to scroll through them horizontally by clicking on the right or left arrow.
An attachment count has been added to the attachment control to represent how many attachments are going to be forwarded.
If no attachments are attached, when clicking on the attachment icon the new attachment dialog will automatically open.
New Forward Dialog with Attachments
New Forward Dialog with Attachments Highlighting New Features
Allows the agent to view the attachments that are included in the Forward without having to click to expand the list.
Steps to Enable
You don't need to do anything to enable this feature.
Chat Browser UI: Chat Monitoring Notification
Agents handling chats in the Browser User Interface can now see a message within the chat transcript control that shows when a supervisor is monitoring the session. Administrators can control whether agents are notified when a supervisor has started monitoring or stopped monitoring a chat session.
Chat Browser UI: Chat Monitoring Notification
Controls for compliance: Administrators can control whether monitoring notifications appear for agents handling chats in the Browser UI
Steps to Enable
- 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 Settings:
- Key: CUSTOM_CFG_CHAT_SHOW_MONITORING_MESSAGE_ENABLE
- This config verb enables & disables the feature
- Data Type: True/False
- Type: Interface
- Required: Yes
- Default: False
- Key: CUSTOM_CFG_CHAT_SHOW_MONITORING_MESSAGE_ENABLE
Tips And Considerations
- Requires Engagement Panel v13+
- Requires an Administrator to enable the feature via the new custom config
NOTE: The new monitoring notification will be translated based on the interface language
Role Information
- Chat Agents
- Chat Supervisors
- Chat Administrators
Create Opportunity from Incident Record in Agent Browser UI
The Create Opportunity toolbar button is supported in the incident workspace in Agent Browser UI.
When selected, a new opportunity record will open and the following fields will be prepopulated from the incident.
- Assigned
- Opportunity Name
- Contact
- Organization
- Summary
Create New Opportunity Toolbar Button on Incident Workspace
New Service Opportunity Record
Allows the agent to quickly create an Opportunity directly from the Incident page.
Steps to Enable
To add the Opportunity button to the workspace:
- Open an incident workspace in the Workspace Designer in .NET.
- Open the Ribbon Designer
- If desired to add New Opportunity as a single click action then use the Configure Quick Actions menu and check the New Opportunity item.
- If desired to add New Opportunity as a choice in the "More Actions" menu then use the Editing Ribbon section and Add Button functionality. As above, check the New Opportunity item.
Redwood Theme for New Users on Agent Browser UI
The Redwood Theme will be the default theme for all new users in Agent Browser UI.
For returning browser UI users the theme can be changed to the Redwood UI by going to the preference menu from the Avatar in the upper right hand corner.
Preference Theme Editor
This will allow all new users to enjoy the Redwood Theme without having to select it manually.
Steps to Enable
You don't need to do anything to enable this feature.
Secondary Contacts and Alternative Email Address Added to Thread Response Header
Secondary contacts along with the Alt1 and Alt2 email address from the contact workspace is now visible in the Thread Response Header. Alternative emails, Alt1 and Alt 2 from the contact workspace will display in the To field and secondary contacts are displayed in the Cc field.
Secondary Contact in Cc Field. Alt1 and Alt2 Email in To Field.
The agent has visibility to whom the response will be sent.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
- The email address can't be deleted from the response header.
- To edit or remove the secondary contact, open the contact relationship report in the incident record and remove the contact association from the report.
- To edit or remove the Alt1 and Alt2 address from the To field, open the contact record and remove or edit the values in the email drop down field.
Secondary Search Report in Browser UI
The secondary search report is now supported in the Agent Browser UI.
See Steps to Enable for set up to add the secondary search report to the workspace definition.
In runtime, select the relationship search field on the workspace. A dialog will open and the name of the secondary search report will display.
If the secondary search is null, the results of the primary search report will be returned.
If the secondary search report filter isn't null, the results will of both searches will display.
For example; a contact relationship field is on the Task workspace and the secondary report is defined to search on an organization id. If the task record does not yet have an organization associated with it, the results will be all contacts. However, if the task record does have an organization on record, the results will be all those contacts associated with that specific organization.
Search Report Results with Secondary Search Filter Set to Null. No Value in the Organization Field.
Search Results with a Secondary Report Search Filter Set. Organization Now is Set to AAA.
This is a feature that was available in the legacy console that we are now making available in the Agent Browser User Interface.
Steps to Enable
- From the .NET an open workspace click the relationship field on the design space.
- Click the Design tab.
- Click Secondary Search Report from the Ribbon.
- Select the report to use.
- Click OK.
- Click Save.