Transcript
Oracle Service Cloud New Feature Summary February 2017
TABLE OF CONTENTS REVISION HISTORY..................................................................................................................................................3 ORACLE SERVICE CLOUD FEBRUARY RELEASE OVERVIEW .................................................................................................4 WEB CUSTOMER SERVICE .........................................................................................................................................4 Widget Inspector ............................................................................................................................................................... 4
Community Self-Service Enhancements ............................................................................................................... 4 Forum Functionality - Phase 4 ........................................................................................................................................... 4
CROSS CHANNEL CONTACT CENTER ............................................................................................................................5 Experience Routing for All Channels .................................................................................................................................. 5
KNOWLEDGE MANAGEMENT.....................................................................................................................................6 Oracle Service Cloud Knowledge Advanced.......................................................................................................... 6 Knowledge Advanced: Insight Into Agent Knowledge ....................................................................................................... 6 Knowledge Advanced: Travel Ontology with IATA Airport Code Search............................................................................ 6 Knowledge Advanced: Recently Viewed Answers on Customer Portal ............................................................................. 6 Knowledge Advanced: Author Task Notifications .............................................................................................................. 6
POLICY AUTOMATION .............................................................................................................................................7 Connection Enhancements ................................................................................................................................................ 7 Synchronize OPA Hub Users with Other Systems .............................................................................................................. 7 REST API for Hub Deployments .......................................................................................................................................... 7 Export Project Data Model................................................................................................................................................. 7
ORACLE SERVICE CLOUD PLATFORM ...........................................................................................................................8 Rest API Enhancements ..................................................................................................................................................... 8 High Volume Bulk Delete API for Incidents ........................................................................................................................ 8 Smart Interaction Hub: Experience Routing for Incidents ................................................................................................. 8
ORACLE SERVICE CLOUD INTEGRATION ........................................................................................................................9 Social Cloud SRM Accelerator ............................................................................................................................................ 9
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REVISION HISTORY This document will continue to evolve as existing sections change and new information is added. All updates are logged below, with the most recent updates at the top. Date 06 FEB 2017
What's Changed
Notes Initial Document Creation
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ORACLE SERVICE CLOUD FEBRUARY RELEASE OVERVIEW The February 2017 Release of Oracle Service Cloud brings new exciting, features in Web Customer Service, Contact Center, Knowledge Advanced, and OPA. With this release, Oracle continues to enable customers to provide exceptional customer experiences, by extending Experience Routing to all support channels, allowing customers to offer better service routing to the right agent. Additionally, the February release delivers a widget inspector, which allows web developers to access the administrative Customer Portal pages, inspect various widgets, and change them without having to touch any code.
WEB CUSTOMER SERVICE A reputation for excellent customer service can differentiate the brand and drive revenue. Oracle Web Customer Service helps organizations earn that reputation by transforming online web service into a highly interactive customer experience. WIDGET INSPECTOR In an ongoing effort to build more customer portal administration focused tools, Oracle Service Cloud is introducing the widget inspector. This tool allows developers to easily identify widgets on company pages and look at the current attributes of those widgets. Widget inspector provides the Customer Portal administrators and developers with the ability to inspect (or highlight) the widget on a page while in development mode. The developer can select one, multiple or all widgets and the page will refresh to show the widget being highlighted with the widget name superimposed over the top of the widget. Selecting the widget name will show the attributes of that widget. This new feature allows developers to access the Customer Portal administrative pages, inspect various widgets and change them without having to touch any code. COMMUNITY SELF-SERVICE ENHANCEMENTS FORUM FUNCTIONALITY - PHASE 4 This release includes several community administrative and back-end enhancements, and new functionality for web users. Phase 4 builds upon the avatar library that was part of the November 2016 release, and adds a new avatar option: the ability for users to use their Facebook profile pictures as their community avatar. Additional phase 4 enhancements provide community administrators more control over community content that is displayed on the the community site, such as discussion metadata on search results pages and discussion questions that have received no comments (i.e., unanswered questions.)
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CROSS CHANNEL CONTACT CENTER Oracle Service Cloud Cross Channel Customer Service powers 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. EXPERIENCE ROUTING FOR ALL CHANNELS In the February 2017 release, Oracle Service Cloud now supports Experience Routing for all channels. Customers have successfully used Experience Routing, also known as skills-based routing, in the live chat channel. With the February 17 release, Experience Routing is now available for all supported channels: including Web, Email and Social Channels. Experience Routing allows the assignment of incidents, web requests and social requests to the best skilled agent. This feature allows customer service organizations to offer better service routing to the right agent, so that their customers have a seamless VIP experience.
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KNOWLEDGE MANAGEMENT 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 With the February 2017 release, Oracle continues to add new capabilities to the Knowledge Advanced edition, with new functionality in Knowledge Advanced for Customer Portal and Advanced Knowledge for Agent Desktop. KNOWLEDGE ADVANCED: INSIGHT INTO AGENT KNOWLEDGE The February 2017 release adds new reports to Advanced Knowledge analytics. These new reports help capture agent knowledge usage activities from incident workspaces and help knowledge managers differentiate between knowledge articles used by agents’ verses articles viewed by customers. These reports provide managers key metrics to better understand agent behavior and engagement, and help improve the effectiveness of knowledge based articles. KNOWLEDGE ADVANCED: TRAVEL ONTOLOGY WITH IATA AIRPORT CODE SEARCH A new ontology (industry dictionary) has been added with the latest terms and abbreviations for the travel industry, including IATA airport codes. The travel ontology (dictionary) is delivered in in 22 languages, providing better search results via contextual recognition of IATA airport codes. The travel ontology also recognizes airport codes via spelling or context and prioritizes airport meaning over nonairport meaning. KNOWLEDGE ADVANCED: RECENTLY VIEWED ANSWERS ON CUSTOMER PORTAL The February release extends the Recently Viewed Answers feature to the Advanced Knowledge Customer Portal. Recently viewed answers helps improve user experience and productivity, by enabling end users to easily return to previously viewed answers. KNOWLEDGE ADVANCED: AUTHOR TASK NOTIFICATIONS New author task notifications proactively notify knowledge authors of changes and updates needed on assigned content. This new feature helps to facilitate content freshness and improve author productivity by automatically generating tasks for knowledge authors.
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POLICY AUTOMATION Policy Automation enables the automation of an organization’s business rules, processes, policies, or regulations. With Policy Automation, organizations can ensure polices and regulations are being met, leverage intelligent decisioning, capture the right customer information in interviews, assist the resolution of complex service requests, and help determine product or service eligibility. CONNECTION ENHANCEMENTS New capabilities allow various users, including anonymous users, logged in customers, and call center agents, to use one OPA interview. This will allow central management and simplify upgrades. SYNCHRONIZE OPA HUB USERS WITH OTHER SYSTEMS This feature enables automated creation of user accounts using the OPA hub REST API. This allows the continuity for application integrations when single-sign on is enabled. This feature also enables administrators manage API integration accounts separately from interactive hub users. REST API FOR HUB DEPLOYMENTS OPA hub REST API deployments automates policy lifecycle tasks such as promotion from test to production with the ability to deploy, explore, activate, and retrieve policy models on an OPA hub. EXPORT PROJECT DATA MODEL This feature allows the export of some or all of the attributes that define an OPA project’s data model. New capabilities include the ability to review and analyze attribute metadata and detailed entity and relationship information.
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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. REST API ENHANCEMENTS In the February release, the REST API is enhanced to download multiple file attachments as a single compressed file. Additionally, the Campaign (Outreach) object is now available in CCOM to retrieve information on email outreach campaigns via Connect API. HIGH VOLUME BULK DELETE API FOR INCIDENTS This feature enables the ability to delete large volumes of incidents in a single API for incident archiving or purge. SMART INTERACTION HUB: EXPERIENCE ROUTING FOR INCIDENTS Experience Routing for Incidents includes skills-based routing for additional channels to allow the assignment of incidents, web requests, and social requests to the best skilled agent. This includes simplified queue administration for product skills, language skills, and queue priorities to optimize routing.
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ORACLE SERVICE CLOUD INTEGRATION Oracle continues to invest in integration to other Oracle applications. The February release introduces two new integrations to Oracle Marketing Cloud using the Oracle Integration Cloud Service (ICS). SOCIAL CLOUD SRM ACCELERATOR The February Release adds a new Social Relationship Management (SRM) accelerator. Key capabilities include the ability to respond to SRM posts from Oracle Service Cloud, configure private and public channels (Facebook, Twitter, etc.), prevent duplicates with interactive contact matching and view full conversations in Oracle Service Cloud. ---
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