Revision History Overview Feature Summary Knowledge Management Policy Automation Platform Agent Browser Workspaces Agent Browser Desktop Automation

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2 TABLE OF CONTENTS Revision History 3 Overview 3 Feature Summary 3 Knowledge Management 5 Implement Sitemap XML in Web Collection Crawling 5 Searchable Product Tags 5 Policy Automation 5 Integration Cloud Service OPA Assessments Adapter 5 Embeddable Javascript Models 6 Inline Customer Portal Interview Widget 6 Platform 6 Enhancements to SAML Single Logout 6 Incident Thread Masking - Phase II 7 Data Lifecycle Enhancements 7 Support Send-on-Save feature in Connect - Phase II 7 Managed Tables Phase VII 7 Agent Browser Workspaces 8 Contact Multi-Edit Workspaces 8 Organization Multi-Edit Workspaces 9 Product Linking 9 Summary Panel Alignment Workspace Designer Tabset Option 9 Delete Multiple Records from Report 11 Panel Workspace Control 12 Agent Browser Desktop Automation 13 Desktop Workflow Embedded Workflow and Return from Embedded Workflow Elements 13 Workflow Clear Association Element 14 Workflow Copy Element 14 Agent Browser Analytics 15 Report Header Image Anchors 15 Row Numbers in Report Record Layout 16 Select and Forward Multiple Records 17 Agent Browser Knowledge 19 Display Recent Searches in Knowlege Advanced Search Component 19 Agent Browser Console 20 Margins and Border Support for Reports in Agent Browser UI 20 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: Date Feature Notes 18 JUN 2018 Agent Browser Workspaces, Agent Browser Desktop Automation, Agent Browser Analytics, Agent Browser Knowledge, Agent Browser Console Updated document. Added Agent Browser UI features delivered since Release 18A. 21 MAY 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. 3

4 FEATURE SUMMARY Action Required to Enable Feature Feature Automatically Available End User Action Required Administrator Action Required Oracle Service Request Required Knowledge Management Implement Sitemap XML in Web Collection Crawling Searchable Product Tags Policy Automation Integration Cloud Service OPA Assessments Adapter Embeddable Javascript Models Inline Customer Portal Interview Widget Platform Enhancements to SAML Single Logout Incident Thread Masking - Phase II Data Lifecycle Enhancements Support Send-on-Save feature in Connect - Phase II Managed Tables Phase VII Agent Browser Workspaces Contact Multi-Edit Workspaces Organization Multi-Edit Workspaces Product Linking Summary Panel Alignment Workspace Designer Tabset Option Delete Multiple Records from Report Panel Workspace Control Agent Browser Desktop Automation Desktop Workflow Embedded Workflow and Return from Embedded Workflow Elements Workflow Clear Association Element Workflow Copy Element Agent Browser Analytics Report Header Image Anchors Row Numbers in Report Record Layout Select and Forward Multiple Records Agent Browser Knowledge 4

5 Action Required to Enable Feature Feature Automatically Available End User Action Required Administrator Action Required Oracle Service Request Required Display Recent Searches in Knowlege Advanced Search Component Agent Browser Console Margins and Border Support for Reports in Agent Browser UI KNOWLEDGE MANAGEMENT IMPLEMENT SITEMAP XML IN WEB COLLECTION CRAWLING This feature introduces the ability to use XML sitemaps with the web collection crawling content processing function. XML sitemaps will allow customers to manage an XML file specific to the content that they want us to crawl, and they can either provide a page frequency or a page timestamp for the content processing engine to use to determine what changes to pick up. Although the sitemap.html format (or jump page) has always been supported, with the introduction of the support for sitemap.xml, Oracle has taken advantage of an industry standard approach to quickly process just the web pages which have changed in a customer site. SEARCHABLE PRODUCT TAGS Searchable Product tags assure that users who submit a query containing a product will find knowledge articles that are tagged for that product even if they do not mention that product in readable/indexed title or body. POLICY AUTOMATION INTEGRATION CLOUD SERVICE OPA ASSESSMENTS ADAPTER The Integration Cloud Service OPA adapter allows OPA assessments to be invoked via any Integration Clause Service (ICS) brokered process. 5

6 Prior to the availability of this adapter, to use OPA for non-interactive decisions within a business workflow, you had to create a custom point-to-point integration to call one of the provided OPA APIs. This process included finding a way to package up application data, map it onto the OPA data model, call the OPA API, retrieve the results, and map it back into target objects within the application. With this new adapter, all of that work can be done using the point-and-click interfaces within Integration Cloud Service. EMBEDDABLE JAVASCRIPT MODELS You can now obtain a distributable JavaScript package that combines OPA with an embedded copy of the rules for any deployed policy model. You can distribute this to any number of IoT (internet of things) devices, mobile app HTML pages and more. This lets you maintain and deploy the same business logic across multiple online and office assessment scenarios. INLINE CUSTOMER PORTAL INTERVIEW WIDGET This new features allows the display of OPA interviews inline. PLATFORM ENHANCEMENTS TO SAML SINGLE LOGOUT Increasingly, the SSO framework is required to support business scenarios where the OSvC application functions as a Service Provider (SP) to an external Identity Provider (IdP). In such cases, the expectation is that, for a seamless and secure customer experience, a logout initiated within OSvC is propagated to the upstream external IdP as well as all the downstream SPs as well. This SP fixes some functionality gaps so that logout is universal and reflected across all applications. TIPS AND CONSIDERATIONS Increasingly, the SSO framework is required to support business scenarios where the OSvC application functions as a Service Provider (SP) to an external Identity Provider (IdP). In such cases, the expectation is that, for a seamless and secure customer experience, a logout initiated within OSvC is propagated to the upstream external IdP as well as all the downstream SPs as well. This SP fixes some functionality gaps so that logout is universal and reflected across all applications. 6

7 KEY RESOURCES Enable Single Logout for an External Service Provider INCIDENT THREAD MASKING - PHASE II Provides capability to automatically mask sensitive data from incident threads. KEY RESOURCES Masking Information in Incident Threads DATA LIFECYCLE ENHANCEMENTS With this feature, all the configuration verbs and corresponding utility code to purge/archive incidents and other objects will be removed after migrating to this framework. You can define the parameter values for the canned DLM policies from the BUI M&C page. You can also set data lifecycle policies through an intuitive user interface. KEY RESOURCES Data Lifecycle Management View Data Lifecycle Policies Edit Data Lifecycle Policies SUPPORT SEND-ON-SAVE FEATURE IN CONNECT - PHASE II This release adds the ability to an incident response to the contact via CREST and CPHP. This functionality mimics the existing Agent Desktop's Send on Save behavior. MANAGED TABLES PHASE VII This release expands the data model coverage in Public APIs by exposing tables not previously available through public APIs. If you use legacy ODBC APIs, you can access those tables via public APIs. 7

8 AGENT BROWSER WORKSPACES CONTACT MULTI-EDIT WORKSPACES Multi-editing allows you to update more than one record in a single operation instead of performing the same action on each individual record. This feature saves time when you need to make the same change to several records. We now support multi-edit workspaces for the Contact object on the Agent Browser UI. This includes runtime support for Contact fields, controls and options configured using the Service Console Workspace Designer. Simply select multiple contacts in a report and use the right click menu to Open them. Select Multiple Contacts and Initiate Open Then update the values of more than one contact using the multi-edit workspace. Contact Multi-Edit Workspace 8

9 ORGANIZATION MULTI-EDIT WORKSPACES Multi-editing allows you to update more than one record in a single operation instead of performing the same action on each individual record. This feature saves time when you need to make the same change to several records. We now support multi-edit workspaces for the Organization object on the Agent Browser UI. This includes runtime support for Organization fields, controls and options configured using the Service Console Workspace Designer. Simply select multiple organizations in a report and use the right click menu to Open the selected records into an Organization Multi-Edit Workspace. PRODUCT LINKING Product linking is now supported on the Agent Browser User Interface. If your organization has large numbers of categories or dispositions, staff members and customers must review long lists of menu items to find appropriate options. You can simplify their choices with product linking. When products are linked to categories, only the linked categories are displayed when customers select products on the customer portal or when staff members select products while working on incidents. When products are linked to dispositions, only the linked dispositions are displayed when agents select products for incidents. Product linking is a powerful tool for enhancing efficiency for both staff members and customers. SUMMARY PANEL ALIGNMENT WORKSPACE DESIGNER TABSET OPTION An Incident Workspace design option was created specifically for Agent Browser User Interface rendering behavior of workspaces that maintain the standard workspace layout. The standard layout is defined by having the top container control of a workspace to be a tabset. If you create a new workspace or copy a standard workspace, then the top container control will be a tabset. The other option is for the top container control of the workspace to be a table. The following steps can be used to determine what the top container control is for a workspace: Load the workspace in the workspace designer Select any control on the workspace Click on the Design ribbon tab Expand the drop down in the top left corner which shows all of the controls in the workspace When rendering a workspace with the Standard layout, the Agent Browser User Interface can either render all panels as tabs in the tabset or it can choose to render the Summary panel as a persistent panel located above the tabset as is the default rendering strategy for the Service Console. In order to allow the administrator to choose the desired option, the Summary Panel Alignment configuration option was introduced. 9

10 The choices are First Tab and Top. The default option is First Tab and the above workspace in Agent Browser UI would render as the tabset having a summary panel that would include all of the fields located above the tabset in the image above (See image below). The Top option would render as shown in the workspace designer with a persistent summary panel above the tabset (See image below). 10

11 DELETE MULTIPLE RECORDS FROM REPORT You can select multiple records in a report and delete them simultaneously. There are a couple of ways that the delete process can be initiated. The first is to use the Delete action located in the report toolbar. The second is to use the right click contextual menu which is shown in the image below. 11

12 Multiple Contacts Delete PANEL WORKSPACE CONTROL The workspace panel control is now supported in Agent Browser User Interface. A panel is a special workspace control that provides grouping for fields and controls and lets you create scrolling subsections of the workspace. When you add more fields than the panel control can accommodate, a scroll bar appears automatically. This lets you add multiple fields to a panel even though the panel size is controlled. You can customize each panel on your workspace to use different background colors, font colors, padding, and margins. This is helpful if you want to create distinct groupings of data on your workspace. The following figure shows a panel control on the right. The panel has been defined to span three rows. The single panel contains the Assigned, Product, Category, Disposition, and Queue fields. 12

13 Panel Control AGENT BROWSER DESKTOP AUTOMATION DESKTOP WORKFLOW EMBEDDED WORKFLOW AND RETURN FROM EMBEDDED WORKFLOW ELEMENTS When following elaborate business processes, staff members often evaluate critical information and perform a variety of actions across multiple records. To promote efficiency and reduce the chances for human error, Oracle Service Cloud lets you create highly customized desktop workflows that guide agents through complex customer interactions and data updates. A desktop workflow is a sequence of workspaces, scripts, decisions, and actions even other embedded workflows that supports a business process. Using an intuitive design interface, you define a workflow by assembling a set of elements into a logical order to form a flow diagram, then adding decision logic to advance the flow. At times these workflows can grow to be rather large and complex. Sites often have multiple workflows that are tailored for particular user roles in their service organization. Oracle Service Cloud provides the ability to embed sub-workflows inside of other workflows to assist with complexity and encapsulation. The Workflow Element is used to embed another workflow into the workflow that is currently loaded into the workspace designer (see diagram below). Once this element is encountered in the workflow, the control is passed onto the embedded workflow for processing. The Return element is added to a workflow that will be embedded into another workflow to pass the control back. 13

14 Desktop Workflow Ribbon WORKFLOW CLEAR ASSOCIATION ELEMENT The workflow Clear element is now supported in the Agent Browser User Interface. The Clear element is used to clear the working record s association with any organization, contact, answer, or incident. After you add a Clear element to your flow diagram, you must edit its attributes to select the working record you want to disassociate. You can also clear a record association by using a Set Fields element to set the value to No Value, but using the Clear element can make the flow diagram easier to understand. Workflow Example with Clear Elements WORKFLOW COPY ELEMENT The workflow Copy element is now supported in the Agent Browser User Interface. The Copy element is used to create a new record in the workflow. After you add this element to your flow diagram, you can edit its attributes to specify the field values, a confirmation message, and a name for the record you are creating. When a new record is created with the Copy element, it is not automatically saved to the database or displayed to staff members. To ensure the new record is saved, be sure to open the working record in a workspace that has the Save button enabled or follow the Copy element with a Save element. To display the copied record to staff members, you will need to follow the Copy element with a workspace or workflow of the same record type and specify the copy as the working record you want to display. 14

15 Copy Incident Workflow Template AGENT BROWSER ANALYTICS REPORT HEADER IMAGE ANCHORS Reports can be configured with text fields (e.g. Title, subtitle, etc.) and images within the header and footers to make reports a bit more intuitive at runtime. Previously we added formatting to the text fields. In this release we added support for anchor configurations. This allows a report creator to set the text or image as top, bottom, left, right (or any combination of these) within the report header. This is different than text justification as the anchor specifies where the board of the text field and/or image will be aligned. The text within the field can still be left and right justified. The anchor makes for easier alignment of the field and/or image within the header and footer areas. The following report has 2 text fields, title (top, left anchor) and sub-title (bottom, left anchor). 15

16 ROW NUMBERS IN REPORT RECORD LAYOUT Reports can be displayed using a record or tabular layout. Most reports use tabular layouts with column headers across the top of the report and data listed in rows beneath the column headers. However, you can use a record layout to reformat the report to remove the column headers and instead display the field names inline with the field s values from each record returned in the report. Although record layouts were already supported in Agent Browser User Interface, the ability to render the row numbers on the record layout was not. Previously, row numbers were supported for the traditional data grid reports. In this release we have added support for the display of row numbers for reports using the record layout orientation.. 16

17 SELECT AND FORWARD MULTIPLE RECORDS Over the past year, Agent Browser User Interface capabilities have been added to match those within the Service Console Client. This includes the ability to select multiple records from report and execute an action on all the selected records. With this release the Forward action is now supported. There might be times when you need to forward multiple incidents, tasks, or assets. For example, you might need information from another staff member before you can reply to a customer s incidents. When you forward a record, you can attach files, send response files, and add comments. This feature has been available in the OSvC Service Console for some time and is now also available in the Agent Browser User Interface. 17

18 While looking at an incident, task, or asset report the user can selection more than one column on the report using the standard drag metaphor or by using a combination of shift-click or control-click actions. The result of these actions is for the records in the report that were selected to have a different background then the nonselected records. Once the desired set of records has been highlighed, the user then can either use the right click contextual pop up menu or the report menu to choose the Forward action. If the Forward action has not been configured to be available for this report, then the Forward item will not be available in neither the right click contextual pop up menu nor the report menu. 18

19 AGENT BROWSER KNOWLEDGE DISPLAY RECENT SEARCHES IN KNOWLEGE ADVANCED SEARCH COMPONENT The capability allows agents to view and access their last 5 searches. The searches are tied to user profile and therefore retained across sessions and interfaces. 19

20 Recent Searches Drop Down on Knowledge Advanced Search Component 20

21 AGENT BROWSER CONSOLE MARGINS AND BORDER SUPPORT FOR REPORTS IN AGENT BROWSER UI Margins are now supported within reports executed on the Agent Browser UI. This gives the user the ability to position the contents of elements in a report exactly where they might want them. Margins can be added to the following elements in a report: Text Fields in the report header/footer Cells in the data grid Headers within the report data grid Report sections such as charts, headers/footers, the entire data grid, and exceptions Borders are also now supported within reports executed on the Agent Browser UI. This includes all available Service Console border orientations, line colors, weights and styles for use within the report data grid and borders surrounding report sections. To configure a report using margins perform the following actions: Login to Service Console Edit an existing report or create a new one To add a margin to a column in the report: a. b. c. d. Select the desired column. Navigate to Column Format Tab > Margin Gallery > Select a predefined option or custom If selecting custom you can specify top, bottom, left, right margins Enter a value and see the margins change in that cell 21

22 4. To add a margin to a report section: a. b. c. d. Select the Section Options tab after clicking anywhere in that report section Select the Margin gallery Select a predefined margin or enter values into a custom margin See the changes within the report for that section Running these reports within Agent Browser UI would show these margins. The screenshot of the report run in BUI below has margins on the following: 25 pixel left margin on subtitle 40 pixel bottom margin on the header section Medium predefined margin on chart section 100 pixel left margin on data grid section 75 pixel top margin on Shift/Region column 40 pixel right margin on # Assigned column 25 pixel left margin on # Unresponded column 22

23 TIPS AND CONSIDERATIONS Cell and section alignment settings (left, right, center/top, middle bottom) are also supported

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