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 |
|---|---|---|
| 13 NOV 2017 |
Created initial document. |
This guide outlines the information you need to know about new or improved functionality in Oracle Service Cloud 17D 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.
We would like to remind you if your system has modified security structures you may need to advise your security administrator of new features.
We welcome your comments and suggestions to improve the content. Please send us your feedback.
For information about upgrading from earlier versions, click the link for your specific upgrade path on the Upgrade Guides page.
Some of the new features are automatically available to users after the upgrade and some require action from the user, the company administrator, or Oracle.
The following table offers a quick view of the actions required to enable each of the features:
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The Oracle Service Cloud 17D adds new capabilities to Web Customer Service, Contact Center, Knowledge Management, Policy Automation, and Platform.
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.
This release adds the ability to view all answers linked in an incident and select the one or more answers that resolved the incident in the Agent Browser UI.
Propose an Incident as an Answer
This release provides the ability to propose an incident as a candidate for an answer using the Agent Browser UI.
This release adds Agent Browser UI support for Workflows for workspaces and page navigation. The following workspace elements are supported: Decision, Set Fields (with the exception of relative date field values), Create and Workspace (with the exception of assets), and connector elements (with the exception of Exit Guide and Exit/Finish Script connectors).
Key Resources
Service Level Agreement (SLA) Runtime Support
SLA runtime support has been added to the Agent Browser UI. This includes SLA container control (Relationship items) and SLA instance view control support in the organization and contact workspaces. Using response requirements, you can track the effectiveness of your customer service and determine whether staff members are meeting defined service goals for initial response and incident resolution times. You can also meter the service and support your customers receive. For example, you can control how many incidents an organization can submit based on the number of incidents defined in their assigned SLA instance.
Tips and Considerations
This enhancement does not include the SLA Management and Configuration page. The SLA instance field on the incident workspace is already in production.
Key Resources
Analytics Auto Filtering and Report Queuing
We have added support for faceted style auto-filtering that can be toggled on and off at report runtime. The auto filter allows users to limit data displayed in a report by incorporating familiar concepts of modern web design with a left-hand list style panel. This provides the ability to select ranges and/or individual data values across all visible columns within the report page, which allows users to quickly boil down report data into the details they are interested in seeing.
This feature also includes support for reports that are queued to run via utilities. Users can access to these reports by running “My Queued Reports” within Browser UI similar to what is currently available in the Service Console.
Tips and Considerations
The ability to queue a report for run via utility is not yet an available option within Browser UI.
Key Resources
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 to contact centers to communities and social sites.
Oracle Service Cloud Knowledge Advanced
Oracle continues to add new capabilities to the Knowledge Advanced edition.
Search by Document ID in Customer Portal
Customer Portal users can now open an article by entering its document ID in the search field. The application will bypass the search results list and open the article in the article detail page. Currently, when users enter a document ID as a search term, Knowledge Advanced displays the article in the search results list. This feature improves user experience and productivity by enabling users to have faster access to documents.
Steps to Enable
There are no configuration or administration changes required for this feature. Customer Portal users can use this feature by entering the document ID in the search field to open the article in the article detail page.
Key Resources
- See Disabling the Ability to Search by Document ID in the Enabling Knowledge Advanced on Customer Portal section of the Knowledge Advanced Implementation Guide.
This release enables Customer Portal developers to configure the article attributes to be displayed on the answer page and Ask a Question page. Application developers can now control the article attributes that users can view on both the answer and Ask a Question page. The article attributes include:
- Document ID
- Version
- Status
- Display Date
- Aggregate Rating
- Owner
- Answer ID
- Last Modified
- Last Modifier
Steps to Enable
Customer Portal developers can modify the Customer Portal answer page and Ask a Question page to display additional article attributes. They will need to set the 'custom_metadata' parameter to control the display of article attributes.
Key Resources
- See Configuring Article Attributes in the Enabling Knowledge Advanced on Customer Portal section of the Knowledge Advanced Implementation Guide.
This feature enables spell checking for content authoring for all supported language locales. This enhancement ensures content authors can quickly check spelling within an article in whatever locale the author works in.
Steps to Enable
Application administrators can enable this feature by selecting Enable Spellchecking in the locale configuration settings.
Key Resources
- See the Associating Views and Locales with Interfaces section in the Configuring Knowledge Advanced Features section of the Knowledge Advanced Implementation Guide.
Enhanced Spell Checking for Dictionaries
This feature expands the spelling dictionaries to include several additional languages. This provides better search results by providing automatic and interactive spell corrections in all alphabetic languages supported in Service Cloud.
This feature is enabled without any setup or manual intervention.
Tips and Considerations
Customers can enhance the out-of-the-box corrections by adding spelling correction rules for languages supported in Service Cloud as part of the Search tuning process.
Key Resources
- See the Correcting Spelling section in the Tuning Intelligent Search chapter of the Knowledge Advanced Administration Guide.
Oracle Policy Automation enables organizations in all industries to automate service processes, policies, rules, and regulations to provide superior customer experiences across all channels, through interactive self-service advice, guided agent interviews, and offline surveys and assessments.
This release continues to add features that deliver smarter advice and personalized experiences.
Dynamic Reference Data Loading
Policy Automation now supports the loading of any additional data from Service Cloud, even if it is unrelated to the contact, opportunity and so on for the interview. You can define conditions for which reference data items to load, using filters and rules. Data is retrieved automatically during an interview session, as soon as the specified conditions are met.
This feature ensures great performance for interviews that need to load data dynamically from a large set of reference data, such as orders or products. A single source of truth can be maintained for product catalogs, so that up-to-date guidance to the most suitable products is always provided.
Steps to Enable
- In a Policy Modeling project with a connection to Service Cloud, open the Data tab.
- Select the Input Mapping view.
- In the Input Mapping view, add/edit a mapping to a related object or add a new mapping to an unrelated object.
- In the Edit Entity dialog for the mapped in object, define the conditions for what data to load.
Tips and Considerations
All loaded reference data is read-only – updates are not supported.
Design time assistance is provided when writing the conditions for what data to load.
You can define sample data in Excel to simulate the data that would be loaded dynamically from a connected application. This data, which is loaded from the project, allows rule and interview logic to be debugged while offline. Test cases also load this data as needed. The sample data can be exported from Service Cloud and then imported (or copied and pasted) into the project’s TestConnectorData file.
Key Resources
Engagement Cloud Interview Styling
A Sales and Engagement Cloud interview theme option is now provided so that OPA interviews that are embedded in Sales and Engagement Cloud can have a consistent look and feel. The styling matches the default Sales and Engagement Cloud styling and changes the appearance of buttons, puts buttons in line with the navigation bar, moves question text beside the control, and more. Using these features to adopt compact layouts enables interviews to work responsively on both mobile and desktop screens.
Steps to Enable
- Open the project in Oracle Policy Modeling.
- On the Interview tab, click the Styles button to open the Styles dialog box.
- In the Theme drop-down, select Sales and Engagement Cloud.
Tips and Considerations
Any of the settings applied in the Sales and Engagement Cloud theme can still be overridden to meet specific branding or usability requirements.
Key Resources
Identity Cloud Service Integration
The OPA Hub user life-cycle can now be centrally administered through a linked Identity Cloud Service (IDCS) tenancy. This provides Single Sign-On for OPA Hub users, including authoring, administration, mobile and API user roles. (Fine-grained permissions are still managed within the OPA Hub administration experience.)
This feature has the benefit of easily synchronizing employee access to the OPA Hub with its on-boarding and off-boarding life-cycle. It also simplifies the management of OPA user access, particularly for large user populations such as mobile field agents, and with other Oracle cloud applications.
Steps to Enable
To connect a Policy Automation site to an IDCS tenancy:
- Create an Oracle Policy Automation client application in IDCS.
- Configure OPA Hub to use that application.
- Create an API Client for provisioning in both IDCS and OPA.
- Configure the IDCS OPA application to use that API client for provisioning.
Tips and Considerations
For IDCS authorized OPA sites, there are now two ways to authorize direct callers of OPA APIs: Local API clients (formerly called ‘integration users’) and IDCS API clients.
Interactive users can also call OPA APIs, in the context of authorized applications.
Key Resources
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.
Element Manager enables configuration settings and configurable components to be grouped, packaged, migrated, and deployed across Oracle Service Cloud instances in an automated fashion. This allows development, test, and production life-cycle management of customer configurations, automated deployment of partner applications and extensions, and the creation of industry-specific solutions built on Oracle Service Cloud.
Steps to Enable
Add Element Manager to the navigation set in the Service Console for every profile that will use it.
Tips and Considerations
Element Manager works only in the Agent Browser UI.
In the current release, Element Manager allows the export and import of reports, workspaces, workflows, and dashboards.
- To export and import reports, you must have the Analytics Administrator permission.
- To export and import workspaces and workflows, you must have the Workspace Designer administrative permission.
The Telephony and SMS Accelerator for Browser UI leverages Twilio, a cloud-based provider of voice and text services. This provides new opportunities for improving service through the voice channel by incorporating features such as intelligent routing of inbound calls, voice transcriptions to threads, switch-to-chat, switch-to-voice, SMS, and the ability to rapidly update a call flow as needed. This accelerator demonstrates how to build Browser UI extensions and provides example source code for implementing telephony and SMS solutions into the Browser UI.
Steps to Enable
The accelerator is an example integration that requires a customer or systems integrator (SI) to implement the solution. You must have a Twilio subscription to use the accelerator.
Tips and Considerations
The accelerator, while a fully functioning solution, should be implemented with careful consideration of the telephony and SMS requirements of each customer. Each implementation is likely to have unique enhancements as part of the implementation effort.
Key Resources
The source code and configuration guide are available through Oracle Technology Network:
Extensibility Framework Enhancements
The Agent Browser UI Extensibility Framework now includes support for the following:
- Binding to report editor commands
- Downloading extension code from the Add-In Manager
The Agent Browser UI must be enabled to use the extensibility framework.
Key Resources
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