Oracle Service Cloud. Release 18D. What s New

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1 Oracle Service Cloud Release 18D What s New

TABLE OF CONTENTS Revision History 3 Overview 3 Feature Summary 3 Agent Browser Channels 4 Chat Transfer Enhancements 4 Agent Browser Workspaces 5 Link and Unlink Icon on Incident

8 Platform 8 Analytics Audit Logging Enhancements for GDPR - CI/CD 8 Configuration Assistant OSvC Update 8 Bi-Directional Integration Between OSvC and SRM (ICS and BUI Changes) 9 Web

2 TABLE OF CONTENTS Revision History 3 Overview 3 Feature Summary 3 Agent Browser Channels 4 Chat Transfer Enhancements 4 Agent Browser Workspaces 5 Link and Unlink Icon on Incident Thread CKEditor Toolbar 5 Contact Center 7 Large Thread Editor Support 7 Policy Automation 7 File Upload Management 7 Policy Model Management 7 Web Service Connection Authentication 8 Platform 8 Analytics Audit Logging Enhancements for GDPR - CI/CD 8 Configuration Assistant OSvC Update 8 Bi-Directional Integration Between OSvC and SRM (ICS and BUI Changes) 9 Web Customer Service 9 Chat Inlays - Proactive and Embedded 9 Conditional Chat Link 9 Video Feed Inlay 10 Chat Consumer REST API 10 Knowledge Management 10 Customer Driven Reports (KA) 10 2

3 REVISION HISTORY This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table: 30 NOV 2018 Created initial document. OVERVIEW This guide outlines the information you need to know about new or improved functionality in Oracle Service Cloud 18B 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 Action Required to Enable Feature Feature Automatically Available End User Action Required Administrator Action Required Oracle Service Request Required Agent Browser Channels Chat Transfer Enhancements Agent Browser Workspaces 3

4 Action Required to Enable Feature Feature Automatically Available End User Action Required Administrator Action Required Oracle Service Request Required Link and Unlink Icon on Incident Thread CKEditor Toolbar Contact Center Large Thread Editor Support Policy Automation File Upload Management Policy Model Management Web Service Connection Authentication Platform Analytics Audit Logging Enhancements for GDPR - CI/CD Configuration Assistant OSvC Update Bi-Directional Integration Between OSvC and SRM (ICS and BUI Changes) Web Customer Service Chat Inlays - Proactive and Embedded Conditional Chat Link Video Feed Inlay Chat Consumer REST API Knowledge Management Customer Driven Reports (KA) AGENT BROWSER CHANNELS CHAT TRANSFER ENHANCEMENTS New functionality has been added to the Agent's Chat experience within the Browser User Interface, where transferring chats to queues and agents has become easier to navigate. Agents can easily perform a search for Queues & Agents when transferring or conferencing a chat session. The search results are filtered & alphabetical for both menus. Tooltips will appear for long names within the menus, as well. These updates should lead to less scrolling for Agents when handling a chat session. 4

5 New Transfer Functionality in the Browser UI These updates are automatically available for Agents handling Chat sessions within the Browser User Interface. ROLE INFORMATION Roles that will utilize this feature: Chat Agent Supervisor Agent AGENT BROWSER WORKSPACES LINK AND UNLINK ICON ON INCIDENT THREAD CKEDITOR TOOLBAR An agent has the ability to link and unlink text to a URL in the CKEditor Toolbar when composing a message. On the Incident Thread CKEditor toolbar, there are two icons to Link and Unlink text with a specific URL. 5

6 Add link and Unlink CKEditor Toolbar Icons To execute, select the Link Icon and a dialog will open with the following fields: Text Protocol URL Add Link Dialog If the text is highlighted it will automatically display in the Text field of the dialog. The user can also edit text in the text field. Once the user selects OK; the dialog will close and the link will be added to the text. To Unlink, select the linked text and select the Unlink Icon from the toolbar. The link will then be deleted. 6

7 No set up is required. The link and unlink icon will display on the incident thread editor toolbar to all agents with appropriate permissions on the Incident WS. ROLE INFORMATION Any user of the Incident Thread Editor can access the Link and Unlink icons CONTACT CENTER LARGE THREAD EDITOR SUPPORT This feature allows Service Cloud administrators to configure the number of threads which will open on a given workspace. Incidents with graphics or many associated s can take a long time to load. By restricting the number of threads that an incident can display at one time, you can shorten the incident load time and improve efficiency. POLICY AUTOMATION FILE UPLOAD MANAGEMENT The November Release continues to add features to enhance the customer and agent experience. For attachments, this feature allows interview designers to: Give an upload control a specific name. This allows the same subset of uploaded files to be shown and modified on a later interview screen, for example. Choose to which entity (i.e. object in the OPA data model) the control will associate the uploaded files. This makes it easy to upload the birth certificate of a parent and their children on a single OPA interview screen, for example, and to ensure they will be saved the correct location in the connected application when the OPA interview is submitted. Choose the maximum number of files to be uploaded for a particular control. Previously each control was unlimited in the number of files that could be attached. The most common request was to be able to set the maximum to 1, so that specific individual file types could be requested from the user. Set the prefix that will be used for uploaded files. This will make it much easier for agents to find the uploaded attachment that contains the relevant content they are looking for, without relying on the end user to have used a meaningful name. POLICY MODEL MANAGEMENT This feature provides the ability to pin a project to simplify the desktop and mobile app lifecycle. Administrative users can manage new policy model version available from the OPA. This allows the deployment of new version of OPA projects at any time that works with desktop and mobile schedules. 7

8 WEB SERVICE CONNECTION AUTHENTICATION This enhancement allows client certificates to be uploaded to OPA Hub, and for OPA connections to be configured to present a particular certificate when they make calls to a customer s web service connection. Client authentication (2-way SSL) ensures that calls to these configured web service connector endpoints can only be performed by OPA site(s) to which the customer has explicitly granted permission (by uploading the client certificate). PLATFORM ANALYTICS AUDIT LOGGING ENHANCEMENTS FOR GDPR - CI/CD Service Cloud now records data about which reports are being being executed, exported, forwarded, printed, or previewed across all agent-facing sources. The data is stored in the Analytics Audit Log on our Cloud Auxiliary Storage Service and is reportable within Service Cloud directly. It is available to administrators with the proper permissions. This feature extends our compliance with the EU General Data Protection Regulation (GDPR). No steps are required to implement this feature. TIPS AND CONSIDERATIONS This expanded audit logging will be subject to a fixed 30 day retention period. If you need data stored longer than 30 days, you will need to run the audit log on a regular basis and export the data that is returned to another location. This can be done manually, or by using API scripts. KEY RESOURCES View a Report Audit Log View the Expanded Report Audit Log CONFIGURATION ASSISTANT OSVC UPDATE This feature adds capabilities for customers to view and modify Oracle Service Cloud update related information. Administers will be able to see the production site and upgrade site status as well as modify the upgrade site creation date and cutover date and change update preferences. This feature is accessible from the main Configuration Assistant home page. 8

9 BI-DIRECTIONAL INTEGRATION BETWEEN OSVC AND SRM (ICS AND BUI CHANGES) In the modern day paradigm of Social cloud/platforms, consumers often use social media as a platform to complain about the product and/or service on social applications (Facebook, Twitter, etc.) rather than reaching out to the company contact center. In many cases agents do not have visibility into these complaints and hence they remain unresolved. This integration strives to address this shortcoming by automatically creating incidents in Oracle Service Cloud when Social Relation Management detects an adverse comment in a social platform. WEB CUSTOMER SERVICE CHAT INLAYS - PROACTIVE AND EMBEDDED With this release Oracle Service Could delivers Chat inlays, the next generation of syndicated widgets for Chat, to provide a better customer experience. A Chat inlay is a chat session between a chat agent and an end user, during which customers can continue to browse to other areas of the corporate site. Chat inlays can be triggered from a chat offering such as a Conditional Chat, which is a link button that the user selects, or a Proactive Chat, which launches when certain conditions are met. Chat inlays can be embedded on external web pages and on traditional customer portal pages. Because they enable syndicated chat on an agnostic platform, Chat inlays do not require an underlying platform such as Oracle customer portal pages. First, identify the attributes you want for the Chat inlay, which can be found on the admin site for your customer portal. Then, invoke the Chat inlay by adding the proper code to the web page. TIPS AND CONSIDERATIONS Oracle Service Cloud Chat must be enabled and agents must be available before a chat will be offered to a customer. Additionally, the customer s browser must be configured to accept cookies. KEY RESOURCES See About the Chat Inlay in Using Service Cloud. CONDITIONAL CHAT LINK The new Conditional Chat inlay creates a link that launches a conditional chat session. You can deploy it on an external web page for any customer service product, including Fusion products, enabling true syndication. 9

10 First, identify the attributes you want for the Chat inlay, which can be found on the admin site for your customer portal. Then, invoke Chat inlay by adding the proper code to the web page. TIPS AND CONSIDERATIONS A conditional chat session is one that can be launched under certain conditions. These can include the call center operating hours, agent availability, or wait time. Common ways to display the conditional chat link include displaying a chat button, a chat link, or a combination of both. KEY RESOURCES About the Chat Inlay Guidelines for Conditional Chat Inlay VIDEO FEED INLAY Video chat is becoming a popular channel for offering superior customer service and engaging interactions. In this release, Video Feed inlay now enables end user chats via video feed during service interactions. End users engaged in chat will be offered (via chat agent) the ability to communicate via video feed, proving a more intimate integration between agent and customers. CHAT CONSUMER REST API A REST based API is available for building custom chat end-user applications. The Chat Consumer REST API provides application developers the ability to securely start a chat session and exchange messages with a Chat agent. The API can be used for building a custom chat end-user application which communicates with the Oracle Service Cloud Chat Server. The REST API delivers the same functionality as the SOAP based Custom Chat Interface API. KNOWLEDGE MANAGEMENT CUSTOMER DRIVEN REPORTS (KA) Segmenting analytics data by search and authoring information for both agents and end users provides customers with a better understanding of how end users are using knowledge. In this release, Oracle provides these reports out-of-the-box, as canned reports. They are part of a set of reports requested by our Knowledge Advanced customers, and they satisfy KCS requirements by enabling knowledge administrators to view data by agents and end users for search and authoring information. 10

11 KEY RESOURCES See the Analyzing Knowledge Advanced section of the Knowledge Advanced Administration Guide

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