Visitor Browser History
When dealing with an incident coming from the Ask a Question page in the Customer Portal a staff member could see the customer’s browser history. For that he just needed to go to the “Web Visit” tab (part of the standard Incidents workspace), which showed the out-of-the-box report “Incidents Web Visit Tab”. That report showed list of all actions and pages the customer visited before submitting the incident – as well as the customer’s IP address, OS, and browser.
This was something that many companies using Oracle Service Cloud were requesting for chat engagements too. The “Page Peek” functionality was released one year ago, but it was not enough for some. It showed a snapshot of the page the customer was visiting before requesting a chat session, but not the whole journey.
The new “Visitor Browser History” responds to the requests of Oracle Service Cloud users. It enables staff members to view the pages that the customer has visited, when engaging via the chat channel. Similarly to “Page Peek”, the “Visitor Browser History” will work alongside Engagement Engine.
Dock Tools Windows to Status Bar
The Dynamic Agent Desktop is, in my point of view, one of the greatest assets of Oracle Service Cloud. It is fast, efficient and most of all flexible. But some users would sometimes struggle with the lack of space in the console, particularly when working in smaller screens. It seemed that more functionality meant less space.
In the previous release Oracle started to address that. The big chat media bar across the console and below the ribbon was replaced by a small media bar on the top-right corner. Furthermore, the tools windows could now be re-located and collapsed.
With this release, Oracle gives even more flexibility. Staff members can now dock any of the tool windows – Recent Items, Quick Search, and Navigation – to the Status Bar. This means they will have even more space and freedom to re-arrange the UI. (see below the Quick Search bar docked to the status bar).
Context and Pinned Recent Items
The “Recent Items” section was always useful as it displayed the records and items a staff member was working on recently. But the truth is sometimes the list could get long and sometimes not big enough for the number of records a staff member opened in a short period of time.
The new release of Oracle Service Cloud will allow staff members to select items from the context menu in search fields. An example is: when opening a contact from a contact search field in an incident, the menu will display other recently opened contacts (see screenshot below). Notice that this will only work for incidents, contacts, organisations, tasks, chats, assets, custom objects workspaces.
On top of that, staff members will also be able to pin recent items. For that they just have to click the pin icon that displays when hovering over a recent item. Those pinned items will be fixed at the top of the “Recent Items” tool window.
Enhanced Drop-Down Menus
Sometimes a long list of values in a drop-down menu could be a pain for staff members, forcing them to scroll down to find the right value. The new release of Oracle Service Cloud brings an enhanced drop-down menu capability, displaying the last 10 selections at the top of the menu (in a section labelled “Recent”). Furthermore, the list of values will be sorted alphabetically and filtered as the staff member types the letters.
Sub-Tabs in Message Template Editor
Any experienced admin knows that it was only possible to edit one Message Templates at a time. This is due to the fact that when selecting a Message Template and clicking the “Edit” link, the Message Template editor opens in a new window, and it is not possible to open a second one.
The Nov 2014 release brings a new Message Template editor that uses the sub-tab functionality (introduced in the Aug 2014 release). This means that it is possible for an admin to edit more than one Message Template at the same time.
Conditional Subject Lines and Content for Message Template
Furthermore, the new release lets admins create conditional subject lines, in order to have different subjects for different types of customers. By using advanced subject editing it is possible, for example, to change the subject line dynamically based on product, category, or any other custom field. Notice that it is possible to add up to 10 conditional subject lines per Message Template.
And that is not all for Message Templates. It was already possible to include conditional sections in Message Templates using a variety of fields, but now admins can also define the content to show, based on the number of threads included within the sent message, using the Message Thread Count record located in the “Special Fields” folder (see screenshot below).
Email Response to Single Address
Before, if a customer had more than one email addresses, a response from a staff member was sent (by default) to all those mailboxes.
Now, with the Nov 2014 release, staff members can select a single email address for the response and limit the responses to be sent to a single email address. For that, admins need to enable the OE_SVC_SENDMAIL_SINGLE_ADDRESS configuration setting (that can be found in Common > General > Outgoing Email).
Notice that the default value for the response is the primary email address. However, if an incident is created from the CP, chat session or by the Techmail, the value is set to the email address the request was sent from. That email address will remain for the life of the incident.
New Merge Fields for Survey Notification Message Template
The Survey Notification message template would allow admins to use merge fields from Account, Contact and Surveys, as well as some special fields.
With the Nov 2014 release, admins can also use merge fields from Chat, Incident, Opportunity and Question Sessions.
Support for IPv6 Values
From the Nov 2014 release, fields and URLs used on the Dynamic Agent Desktop can now support IPv6 values (Note: IPv6 is intended to replace IPv4, which still carries more than 96% of Internet traffic worldwide as of May 2014).
Single Sing-On (SSO) Enhancement
This functionality was introduced a few releases back, but the information describing the service providers a staff member was logged in to using SSO was stored in a cookie located on the user’s machine.
From now on, that information is stored in a table in the database, removing any constraint in relation to the number of service providers a user can be logged in to, as well as enhancing security since the logout process continues regardless of the user’s browser closing before the process completes.
Furthermore, the SSO SAML token can now support multiple sites, meaning that the SSO framework supports the seamless exchange of SAML tokens across different interfaces of a site that are on different domains, preventing users from being asked for login credentials if they log in to one interface and then try to access a service provider that is configured on a different interface located on a different domain.
Admins will now see an “Invalidate Password” check box when creating or editing a staff account. This option will let admins invalidate a staff member’s password, disabling at the same time the “Change Password” button.
This functionality brings best practice in terms of security. Before, the admin would send the password via email to the staff member. Whereas with this functionality the staff member is forced to request a password reset using the “Login Help” (on the Login window).
The “Login Help” requires the staff member to have a valid email address, and uses a form post to reset the password. After the staff member resets the password, the check box is automatically cleared.
Skill Requirement Relaxation Timer
Chat Advanced Routing was introduced in the May 2014 release, making it possible to route incoming chats to agents based on their specific language, product skills and workload.
This functionality was now enhanced with the Skill Requirement Relaxation Timer, which improves the assignment of chats to staff members based on their skills while eliminating long wait times for customers to be matched with a staff member with the right skill set.
Co-browse has been part of Oracle Service Cloud for a long time. It is a functionality very much appreciated by companies that use this platform.
The Nov 2014 release brings an updated version of co-browse making it support more browsers, complex browser technology, computer platforms, one-click co-browse launching, and custom security.
The only thing to be aware of is that this newest version of co-browse will only work with the Customer Portal Framework Version 3.2. and there are two new widgets in the CP:
Search Dialogue Enhancements
Two enhancements have been added to make it easier to use menu fields with a large number
of options when searching reports and dashboards.
- Search text area: Staff members now have a search text area where they can start typing the value they want to locate. As they type the letters the menu changes to display only the values that match the text that is being typed.
- Splitter bar: A splitter bar was also added to the menu filter. Clicking the bar expands the list of menu items to display the menu items a staff member has selected. The list of selected items is not displayed by default, but can be expanded and saved as the default layout by report users and when editing reports on the report designer.