Update 20C

Revision History

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
30 OCT 2020	Intelligent Advisor	Anonymously Create Incidents on Existing Contacts	Updated document. Delivered feature in update 20C.
30 OCT 2020	Intelligent Advisor	Create Additional Deployment Statistics Charts	Updated document. Delivered feature in update 20C.
30 OCT 2020	Intelligent Advisor	Develop Decision Services in a Browser	Updated document. Delivered feature in update 20C.
09 OCT 2020	Intelligent Advisor	Test Case Execution Statistics	Updated document. Delivered feature in update 20C.
09 OCT 2020	Intelligent Advisor	Rule Execution Profiling Report	Updated document. Delivered feature in update 20C.
09 OCT 2020	Intelligent Advisor	Discard Invalid Data When Interview Loads	Updated document. Delivered feature in update 20C.
09 OCT 2020	Intelligent Advisor	Branch Repository Projects	Updated document. Delivered feature in update 20C.
09 OCT 2020	Intelligent Advisor	Auto Fill Input Purpose	Updated document. Delivered feature in update 20C.
28 AUG 2020			Created initial document.

Overview

This guide outlines the information you need to know about new or improved functionality in Oracle B2C Service 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.

Give Us Feedback

We welcome your comments and suggestions to improve the content. Please send us your feedback.

Feature Summary

Agent Browser Analytics

Analytics Bookmarks

The Bookmark feature in Analytics supports copying the URL to the report definition and to the specific filter values that the user has specified in their current view.

Report Bookmark Options

Dashboard Bookmark Options

Once the type of Bookmark is specified, the bookmark URL directly to the clipboard with no other actions needed from the user.

Copy Success Message

This feature helps users share a link that allows the user to see the data set that the user sharing the URL was using. This change is incorporating additional options for the type of Bookmark the user wants to share with the automatic saving of the URL to the customers clipboard

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

• Saved Bookmarks with the current filter values are retained up to 3 months from the last uses.
• If the filters on the report definition, the report or dashboard will be run with the default filters from the definition.
• If the service that stores the URL with the user's current filter values, the default definition will be returned to the user.

Role Information

• Analytics User

Inline Edit from Reports Within Workspaces

B2C Service has added a new feature to Agent Browser UI. Users can inline edit records from within Workspaces. This saves users from having to open records individually to update the details.

Enabling agents to update records in real time from reports within the workspace allows users to save time and steps to update records.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Inline editing must be enable on the report that is used in the workspace.

Role Information

• Users

Agent Browser Channels

Engagement Panel Refresh

We have improved the Chat Engagement Panel in the Agent Browser UI. The new features include a modern, updated style, a streamlined chat header, and a new service level warning so that agents can easily see when service levels are met and exceeded.

Here are the changes we made to help your agents.

• Streamlined Chat Header: We removed many redundant details so that agents can see more of the transcript.
• Modern Styling: New buttons and icons, and the addition of the Bubble format, makes the information within the transcript easier to read.
• Service Level Warning: As configured service levels are met and exceeded, agents now see colorful bars within the header.

Steps to Enable

• Streamlined Chat Header: This update is automatically available for all agents using chat within the Browser User Interface
• Modern Styling: This update is automatically available for all agents using chat within the Browser User Interface
• Service Level Warning: To uptake the new Service Level Warning feature, configure service level thresholds within the chat implementation. See Service Level Requirements for Chat.

Key Resources

• Service Level Requirements for Chat

Role Information

• Chat Agents
• Chat Supervisors

Agent Browser Console

Enable/Disable Chat System Notifications

Administrators can set custom configs to enable, disable, set the time and how many notifications will display.

The system notifications display in the Agent Browser UI client when there is an event on chat; such as logging in. It also includes system error notifications. 

Chat System Notifications

Steps to Enable

To enable, disable or set the time of the chat system notifications in Browser UI requires a administrator to create and deploy a custom text type configuration setting with a specific name (key). Once deployed, the configuration can be set. 

1. Create and deploy a custom configuration setting. Instructions on creating and deploying custom configuration settings can be found here.
2. Key names and descriptions:

• CUSTOM_CFG_CHAT_INFO_MSG_ENABLED
  • Enable/Disable the Informational Chat Messaging
  • Type Yes/No
  • Yes to enable
  • No to disable

• CUSTOM_CFG_CHAT_ERR_MSG_ENABLED
  • Enable/Disable the Error Chat Messaging
    • Type Yes/No
    • Yes to enable
    • No to disable

• CUSTOM_CFG_CHAT_HIDE_TIMER_SECONDS
  • Amount of time each message will display for, in seconds
    • Type Integer in seconds

• CUSTOM_CFG_CHAT_MAX_DISPLAY_COUNT
  • How many notifications will display at one time
    • Type integer 

3. Once the configuration setting(s) has been created and deployed, the chat system notifications settings will be supported Agent Browser UI for the associated interface(s).

Tips And Considerations

Configuration settings can be associated with one or more site interfaces.

Agent Browser Workspaces

Bookmark Configuration

The bookmark button can be added or removed from the workspace Quick Access Toolbar.

Removing the bookmark can save vertical space if all other toolbar buttons are disabled.

Steps to Enable

Bookmark configuration is available in versions 20C and higher. To configure:

1. Open a workspace in the workspace designer.
2. Open the ribbon designer and select the Quick Access Toolbar.
3. Note that the bookmark button appears and is selected by default.
4. De-select the bookmark and save.
5. Open an existing record using the modified workspace.
6. Note that the bookmark button does not appear.

Tips And Considerations

• The bookmark button is enabled on default for all workspaces.
• Existing workspace definitions will continue to contain the bookmark after updating to 20C and higher.
• The bookmark can be added or removed from a workspace by going to the workspace designer, clicking on the ribbon designer, and selecting the Quick Access Toolbar.

Key Resources

• Customize the Workspace Toolbar

Chat Options in the Interaction Workspace

When creating the Interaction WS for Agent Browser UI, should you chose to, you can now select from the following options;

1. Create/Associate an incident at the beginning of a chat. With Yes or No options.

By default this is set to Yes.

2. Focus the incident when a chat is accepted. With Yes or No options

By default this is set to No

Chat Options Dialog in Workspace Designer

Steps to Enable

1. From the CX Agent Desktop Workspace Designer, open or create a new Interaction WS
2. Select Options from the Home tab on the Ribbon
3. Select your options

Tips And Considerations

• Requires CX 20B+  

• If No is selected for the option to create/associate an incident at the beginning of a chat and an incident is not manually added to the interaction ws, then the transcript will still be saved in the chat_events table. There are two ways to view the chat transcript in this case.

1. Add the All Chats report to your navigation set. The transcript can be viewed when you drill down.
2. Create a custom report against the chat_events table

Comments for Standard Text

Administrators can add comments to standard text entries that are visible to agent users in Browser UI. The comments are not inserted into the incident thread.

The New 'Comments' Field in the Standard Text Editor

The comments, when present, are visible to the Agent in the standard text sidebar in Browser UI but are not inserted into the incident thread.

This feature enables administrators to provide guidance and context for each standard text entry that is visible to agent users in Browser UI. 

Steps to Enable

This feature is available in 20C and higher. To configure:

1. Open the Standard Text editor.
2. Open a standard text entry.
3. Add comments in the 'Comments' field.
4. Save the standard text entry.
5. In Browser UI, open the standard text sidebar and search for the edited standard text.
6. Note that the comments appear at the bottom of the sidebar.

Tips And Considerations

• 'Comments' is not a required field in the Standard Text editor.
• When comments are present, they are visible in the Standard Text sidebar. When comments are not present, the field does not appear in the sidebar.
• Comments are not added to the incident thread when the 'Add to Incident' button is clicked.
• The comments field is available in public APIs (Connect PHP, REST, SOAP)

Multi-Select Attachments for Deletion

Agent Browser UI users can select all files or a subset of files on the attachment control and delete. 

Delete All Attachments or a Subset of Attachments

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Users can select attachments on the attachments control using the control or shift keys and can de-select attachments using the control key. The delete action will now be available when multiple attachments are selected.

New Labels for Thread Entry Buttons

The button labels for new thread entries have been changed to "Add Private Note", "Add Customer Entry", and "Add a Response". The functionality of the buttons has not changed.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The purpose of the change is to align the length of the button labels, establish continuity with the corresponding .NET buttons, and to distinguish between a "Note" and a "Private Note".

Send, Send & Close for Workspace Rules

Workspace rules can now be configured to execute 'Send' or 'Send & Close' commands.

New Options Available in 'Execute an Editor Command'

Common user activities can be further automated by adding 'Send' or 'Send & Close' to workspace rules.

Steps to Enable

Send, Send & Close for workspace rules is available in 20C and higher. To configure:

1. Open a workspace in the workspace designer.
2. Open the rules editor from the ribbon.
3. Add a new rule using an available trigger.
4. In the actions list, select either 'Send' or 'Send & Close'.
5. Save the rule and the workspace.
6. Open the workspace in Browser UI.
7. Execute the workspace rule trigger and note that 'Send' or 'Send & Close' action is executed.

Tips And Considerations

'Send' and 'Send & Close' actions are supported in Browser UI only.

Key Resources

• Configuring Workspace Rules

Single-Click Bookmarks

Bookmarks are now copied to the operating system clipboard with a single click. A message that the "Bookmark has been copied to the clipboard" will appear for a few seconds after the bookmark button is clicked. Incident bookmarks will now include the incident reference number rather than the incident id.

Steps to Enable

You don't need to do anything to enable this feature.

Standard Interaction Workspace Enhancement

The Standard Interaction Workspace (IW) has been updated to contain a tab set control that includes Incident View Control, Page Peek, and Visitor Browser History.

Standard IW in .NET Workspace Designer

If the Engagement Engine is enabled the Page Peek and Visitor Browser History control will automatically be on the IW.

Steps to Enable

You don't need to do anything to enable this feature.

Platform

Archived Incidents

Archived incidents enhancement include:

• View audit information on the archived incidents details page

Customers now have access to the audit information of the archived incidents.

Steps to Enable

You don't need to do anything to enable this feature.

Data Lifecycle Management Enhancements

DLM administrators can now:

• Create a custom DLM policy to purge records, for DLM supported tables (e.g. Incidents) based on a report defined with filters and conditions
• Purge data from deleted records table for incidents, contacts and sss_users related only
• View DLM policy execution status and last run information in the respective policy page

With these enhancements, customers can:

• Have the flexibility to define the criteria to purge data from the supported tables
• Know the status of each enabled DLM policy

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Follow certain these best practices while creating report based DLM policies:

• Adhere to general report best practices when creating the report meant for DLM usage
• Ensure proper security and permissions are defined on the reports meant for DLM usage
• Ensure the root table for which a report is created, has a primary key
• Test the report for any bad queries, filters, and conditions
• Avoid max join errors in the report

Edit Threads Using REST APIs

This feature enables developers to edit incident thread data using the "Update an Incident" REST API operation. Developers can:

• Remove or edit the thread content
• Convert a response thread entry into a note thread entry

You may want to edit the thread content using REST APIs in the following scenarios:

• To support data governance goals through flexible programmatic edits
• To fix human errors by supporting programmatic updates to multiple incident threads
• To increase productivity by eliminating the manual effort of updating incident threads one-by-one through UI

Steps to Enable

Review the REST service definition in the REST API guides, available from the Oracle Help Center > your apps service area of interest > REST API. If you're new to Oracle's REST services you may want to begin with the Quick Start section.

You must have the following profile permissions to edit an incident thread:

• Service > Incidents Tab > Add/Edit
• Service > Incidents Tab > Incident Thread Administration > Edit/Delete Committed Thread Content

Key Resources

• REST API for Oracle B2C Service

Role Information

• Developer

Element Manager Enhancements

Element manager enhancements include:

• Export and import support for new elements in enhanced business rules, like answers, tasks, and opportunities
• Ability to disable or enable rules during the import process (users have to use the rule editor to deploy the rules after the import is done)
• Extends the capability to overwrite existing elements like standard text, object event handler, and enhanced business rules in the target site (except on government and PCI related pods. The overwrite capability will be available on these pods soon).
• Dynamic summary status view of each and every element being packaged in the export page
• Download the export package from export page if the package has a lot of dependent elements and package creation might take longer time

These enhancements provide:

• Enhanced support to export and import newer elements in rules
• Increased productivity by overwriting existing elements in target site
• Better visibility into the package creation during export process

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The overwrite capability of existing elements is available in most of the pods (except Government and PCI pods) and will soon be available on Government and PCI related pods soon. Please contact Oracle support to check on this availability, if overwrite is not available on your site.

Key Resources

• Element Manager
• Element Manager Current Capabilities

Enhanced Business Rules Framework

The Chat object is now supported in the Enhanced Business Rules User interface on the Agent Browser UI, including complete feature parity with legacy rules.

The Enhanced Business Rules Engine:

• Makes creating business rules easier
• Lets you filter on fields and values in rules to make searching easier
• Gives access to related objects and attributes when you define rules
• Lets you export the business rules for ease of reading and sharing

Steps to Enable

To enable this feature you need to log a Service Request (SR).

NOTE: This feature is currently on limited availability. 

Once enabled, you can only access this feature on the Agent Browser UI.

Do this for each profile that needs to add and edit business rules:

1. Add the Rules component to the navigation set
2. Select the Rules View and Rules Edit check boxes in the administrative permissions.

If Chat rules are defined in the legacy rules engine, you can migrate them to the Enhanced rules framework.

Key Resources

• Overview of Business Rules
• Migrate Business Rules

Knowledge Management

Filter Knowledge Advanced Search Results Using Multiple Products and Categories

Customer Portal users can select multiple products and categories to filter search results. When multiple products and categories are selected, the application returns only results that match all selections (AND operation). Filter tags displayed above search results help users maintain the context of their selections.

Users can select multiple products and categories to get highly specific search results tailored to their exact interest or issue. When they select multiple products and categories, their results are limited to articles that match all of the selections (AND operation). Limiting results to the articles that match all off the selected criteria enables users to quickly find the exact information they need to resolve their specific issue. For example, a user who selects 'smart phones', '5G', '120GB' will see only articles about smart phones that support 5G and have 120GB storage. Filter tags on the top provide users an easy access to the selected context.

Steps to Enable

You can implement multiple facet selection adding the enable multi facet attribute to the facet widget and the facet filter widget on the results page.

1. Edit the file: /cp/customer/development/views/pages/results.php
2. Add the enable multi facet attribute to the facet widget: <rn:widget path="okcs/Facet" enable_multi_select="true"/>
3. Add the facet filter widget: <rn:widget path="okcs/FacetFilter"/>

Tips And Considerations

• The 'OR' operation is not supported.All selected products and categories are displayed, whether they have results or not.

• When users open the page, top-leves facets and their first level children display. When users refresh the page, the facets revert to the initial display, but facet selections are retained.

• Content Type and Collections facets support only single facet selection, because an article cannot belong to more than one content type or collection.

• You can disable the filters displayed on the search results page by removing the line: <rn:widget path="okcs/FacetFilter"/> from the results page code (results.php).

Key Resources

• See Enable Users to Use Multiple Facet Selection in the Implement Knowledge Advanced on Customer Portal chapter of Implementing Knowledge Advanced.

Role Information

Customer portal developers can implement this feature. All customer portal users can access and use this feature.

Knowledge Advanced: Improved Analytics Data Availability

This enhancement changes the limitation on four knowledge advanced tables so that data older than 90 days is available for reporting. Instead of limiting these tables to 90 days, they will be limited to 100,000 thousand rows. The affected tables are Recommendations, Feedback, Tasks, and Subscriptions.

Knowledge Advanced knowledge managers can report on these important database objects for periods longer than 90 days. Changing the data limit for these objects from a time period to a large number enables managers to report on important work items that may have been ignored or forgotten. For example, a manager might want to see all tasks older than 30 days to see whether any tasks have been inadvertently neglected.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The expanded data will automatically be available in any reports that are built from the Recommendations, Feedback, Tasks, and Subscriptions tables.

Key Resources

• See View Analytics Tables in the Analyze Knowledge Advanced chapter of Administering Knowledge Advanced.

Role Information

Knowledge Managers and other Knowledge Analytics users can use this feature.

KA: New Configurations for Knowledge Administrator

The feature introduces two new configuration verbs that allow knowledge administrator to control display of knowledge elements in BUI:

• OKCS_RECOMMENDED_ANSWERS - This configuration controls the display of contextual search in the knowledge side panel. By default, it is enabled. It is a site level configuration.

• OKCS_ANSWER_DETAILS_META_INFO - This configuration now supports a new attribute called 'user_group' that allows display of user groups that have access to the answer,  on answer detail page.

The configurations allow knowledge administrators to better control the user experience of agents when they consume knowledge on Agent Browser UI.

Steps to Enable

OKCS_RECOMMENDED_ANSWERS 

1. Go to Site Configuration, then Configuration Settings.
2. Expand the RightNow Common > Oracle Knowledge Cloud Services > General folders to display the knowledge configuration settings.
3. Set the value of OKCS_RECOMMENDED_ANSWERS to 0/1.

OKCS_ANSWER_DETAILS_META_INFO 

1. Go to Site Configuration, then Configuration Settings.
2. Expand RightNow > Oracle Knowledge Cloud Services > General folders to display the knowledge configuration settings.
3. Set the value of OKCS_ANSWER_DETAILS_META_INFO to include attributes you want to display, separated by the pipe (|) character.
4. The default configuration includes the following attributes : document_id | version | published | display_date | creator | aggregate_rating.
5. Add user_group to include the value of user group information to the answer detail page.

Tips And Considerations

1. OKCS_RECOMMENDED_ANSWERS is a site level setting.
2. OKCS_ANSWER_DETAILS_META_INFO  is a interface level setting.

Key Resources

• Overview of Knowledge Advanced on the Agent Browser UI

Role Information

• Knowledge Administrator

Digital Customer Service

BUI Chat to Co-Browse Escalation

BUI Chat to Co-browse Escalation enables chat agents working on chat interactions to seamlessly invite the end user to a co-browse session with a single click. Once accepted, they get automatically connected into a co-browse session with the end user.

Steps:

• Agent accepts a chat request from an end user and is actively chatting with the end user
• At any point, the agent can click the Co-browse icon (or the Send Co-browse Invitation option under the 'More' menu)

NOTE: 'More' menu will show only if an agent has Video Chat and Co-browse entitlement

• An invitation is send to the end user to co-browse, with the ability to accept or decline the invitation
• If the end user accepts, the agent and the end user are automatically connected into the co-browse session, over the underlying chat
• If the end user declines, the agent and the end user can simply continue with the existing chat interaction
• No pass code exchange is necessary between the agent and the end user for this flow in order to connect and co-browse
• Note: This feature is available to agents using B2C Service on the Agent Browser UI and to end users using Chat Inlays only

With these enhancements, customer can: 

• Create a more seamless cross-channel experience for agents and end users between chat and co-browse
• Avoid errors with Co-browse pass code entry, and back and forth communication that could lead to lengthier times for resolution

Steps to Enable

Steps to enable are as follows:

• An order is placed through HMS for a SKU that includes Co-browse capability
• Configure Co-browse and Customize UI Look/Feel, through the Co-browse Administration Console
• Enable the BUI Co-browse feature flag, to activate and display the BUI Interaction Workspace reserved for agent co-browsing with an end user
• Enable Chat Inlay form with Co-browse for the end user experience

Co-Browse Annotations

Co-browse Annotations enable agents to mark or draw around specific content on a web page during a co-browse session with the end user. This lets agent get end user's focus and attention to a specific section of the page and facilitate quicker problem resolution.

Steps:

• Agents click on the Co-browse Annotations icon on the left hand side toolbar of the Co-browse window
• From the palette that appears, agents can select line width and color to use to draw around or mark specific sections of the web page using free-hand sketch
• The end user that is being co-navigated will see these in real-time
• At any point, the agent can clear the annotations using the eraser icon in the annotations palette

Co-browse Annotations benefits: 

• Ensures a more personalized and precise customer engagement with co-browse
• Facilitates quicker problem resolution as well as first call resolution (FCR)
• Reduces agent handle times for co-browsing with end users

Steps to Enable

You don't need to do anything to enable this feature.

Product/Category Selector for Chat Embedded Inlay

By adding PRODUCT or CATEGORY to the launch-form-fields attribute, the corresponding selector will appear within the inlay on the launch form. This will allow users to select a product or category to facilitate routing to the proper queue.

Adding a product and/or category selector to the embedded chat launch form allows the end user to choose a specific product (or category) for which they have an inquiry. With this capability, chat routing rules can effectively route inquiries to appropriate queues for greater chat agent efficiency.

Steps to Enable

Add PRODUCT and/or CATEGORY to the launch-form-fields attribute on the page. An example is shown below:

<inlay-oracle-chat-embedded id="chatInlay" class="inlay" site-url="xxxx.widget.rightnowdemo.com" launch-form-fields='["PRODUCT", CATEGORY", "EMAIL"]'></inlay-oracle-chat-embedded>

Intelligent Advisor

Auto Fill Input Purpose

Input fields can now be tagged with an auto fill input purpose so that browsers can use stored data, such as the person's name and email address, to pre-populate information in an interview. The stored data in the browser may come from previously entered values or from pre-configured values (for example, in Google Chrome, the data stored in the user's Auto-fill settings).

This automated assistance reduces end-user typing and enables Intelligent Advisor interviews to be Web Content Accessibility Guidelines (WCAG) 2.1 compliant.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The auto fill input purpose is specified under Properties for the input control on the Interview tab in Policy Modeling.

If using an interview extension to custom render an input control, you can use the getAutoComplete() method to return the auto fill input purpose.

Key Resources

• Use Stored Browser Data to Auto Fill an Input

Role Information

• Interview designer

Rule Execution Profiling Report

Rule authors can now run batches of data through their rules and get a report that shows where time is spent processing the request.

For customers performing high volume batch processing through Intelligent Advisor headless decision services, a key consideration is optimizing the overall throughput time it takes to process the thousands or even millions of cases they process on a daily or weekly basis. This report allows rule authors to run batches of test data through their rules, while they are under development, to identity where most time is being spent. This information will enable them to decide whether alternate data structures or decisioning approaches might yield better batch processing throughput.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The report is in CSV format so that you can use standard tools like Microsoft Excel to compare timing results to identify where performance changes between versions.

The same performance analysis is generated when you run the test cases in Policy Modeling, so even without a sample batch request, an idea of overall performance can be gained.

Key Resources

• Find Opportunities for Performance Improvements in Rules

Role Information

• Rule authors

Test Case Execution Statistics

When all the test cases are run in a Policy Modeling project, two reports, in CSV format, are now automatically generated:

• a test case log file - this records the time taken to run each test case
• a test performance file - this records the time spent testing each individual rule.

Comparing the information in these reports across versions allows early detection of project changes that may have inadvertently caused slowdowns in overall performance. Test coverage can also be improved by filling gaps where reports show rules are not currently being tested.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

A new log file is created each time the test cases are run allowing you to compare the difference between two runs.

Key Resources

• View Test Case Execution Statistics

Role Information

• Policy testers

Discard Invalid Data When Interview Loads

When an Intelligent Advisor interview starts, if there is any invalid mapped-in data, the default behavior is for an error to be logged in the Hub and for the interview to be prevented from proceeding. (Invalid data could be, for example, a value which isn't in the known value list, or a number outside of the specified minimum/maximum range, or a string that doesn't match the regular expression constraints in the policy model.) Similarly, any load-after-submit data that is invalid will prevent the interview from continuing.

However, an interview designer may wish for an interview that contains invalid data to instead drop the invalid data (leaving those attributes unknown) and start/continue the interview. A warning will be logged in the application log but no error will be logged in the Hub. This also applies to data that is seeded from a URL.

This enables advice experiences to be more resilient by tolerating mismatches between application metadata (such as a list of valid options) and existing system data.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

To enable invalid loaded data to be discarded when an interview starts, the interview designer selects this option in the Mapping Settings for the Policy Modeling project.

Key Resources

• Discard Invalid Data When an Interview Loads

Role Information

• Interview designers

Branch Repository Projects

Project authors can now branch a project in Intelligent Advisor Hub to create a separate project version that can be worked on independently. A link is automatically created in each branched project that takes the user directly back to the version the project was branched from.

This allows ongoing development to continue in one version of the project while another version is being finalized for release. The links between project versions enables authors to understand the lineage of projects to ease future change tracking and troubleshooting.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

You can branch the project from the latest version (default behavior), or select a different version of the project to branch.

Key Resources

• Branch a Project in a Repository

Role Information

• Project authors

Develop Decision Services in a Browser

In 20C monthly update 2, you can create and deploy decision-making services directly from your Intelligent Advisor Hub.

The inputs and outputs that the decision service expects are defined and managed separately from the decision logic in a decision service project. That is, only users with the Manager role can modify the input and output contract, and activate published versions. Users with the Author role can make any other changes, and publish and test those changes.

The rules are written in natural language, and when published, a self-documenting web service is automatically created using Open API format. The decision service can be consumed from an Oracle Visual Builder application or any other application framework.

The ability to use a web browser alleviates the need to install and manage a desktop development tool (Policy Modeling). Browser-based rule authoring centralizes the custom application logic and enables the decision-making rules to be easily shared with stakeholders.

The separation of authoring and management roles within the Hub enables business users to quickly make changes knowing that they can’t accidentally break integrations that are expecting to pass in and receive back particular inputs and outputs.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The best place to start is by looking at the walkthrough that shows how to create a very simple decision service project with one rule containing one output and two inputs. For more information, see Walkthrough of creating a decision service project.

Key Resources

• Work with decision service projects
• Define contracts
• Write rules

Role Information

• Authors and Managers

Anonymously Create Incidents on Existing Contacts

In 20C monthly update 1, interviews initiated by anonymous users in Oracle B2C Service Customer Portal can be used to create a new child record on an existing contact in B2C Service where the user completes the interview with a primary email address of the existing contact.

This enables new uses, including the ability for Intelligent Advisor interviews to be used in place of more complex "Ask a Question" forms, such as where the user is reporting an issue where data collection might take different paths based on the information provided.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Note that no fields of the existing contact will be updated because the interview has been completed by an anonymous user not an authenticated user.

Key Resources

• Create a new child record on an existing contact for anonymous users
• Insert the widget into an Ask a Question page

Role Information

• Interview Designers

Create Additional Deployment Statistics Charts

In 20C monthly update 1, Hub Administrators can create more than the usual three statistics charts, both for the whole Intelligent Advisor Hub site, and for specific deployments.

This allows users to create additional new charts rather than having to keep redefining and overriding one of the standard three charts.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

New charts can be added to the Deployments page, or the deployment details page, in Intelligent Advisor Hub using the Add chart button.

Key Resources

• Add a deployment statistics chart

Role Information

• Hub Administrators