The May 16 release of Oracle Service Cloud is now available and a set of new features and functionalities has been added, enhancing even more the power of the platform.
Browser User Interface (BUI)
Oracle continues to improve and develop the BUI, in the journey to enrich this UI with all the features and functionalities available today in the Dynamic Agent Desktop (DAD). This new release adds the following:
Workspace Controls – “Button” and “Title Bar” controls are now now supported in the BUI and available to add to workspaces.
BUI online help – A new icon in the global header takes the user directly to the BUI online help, which opens in a separate browser window.
Data modified warning on browser close – A warning pop up window will displayed when a browser window or tab running on the BUI is closed explicitly from the browser itself.
Change Action menu item labels – The label text of the items displayed in the BUI Action menu can now be changed (using the DAD Ribbon designer).
Browser compatibility dialog window – The browser compatibility dialog window that displays when the workspace designer is opened will now also display when the report or dashboard designer are opened.
Enhanced Quick Search – A new persistent text field was added to the Quick Search feature, allowing users to enter a value for that single filter and click the search icon to initiate the search.
Collaboration Enhancements – Agents using BUI can now see the conversation re. the incidents on the My Incident Conversation report – providing Oracle Social Network (OSN) is enabled on the site and the My Incident Conversation item is added to the navigation set of agents with collaboration permission. An administrator can also designate a profile or set of users as “tenant administrators”, who have permission to administer OSN.
Chat Enhancements – Additional chat features were added to the BUI, including the ability to conference other agents and transfer chats. Also, there is an improved capability for multi-chat handling, with the BUI providing information to the agent in the chat panel, when agent has multiple chat sessions open – colour cues, message counts, timers and a wrap-up timer.
Workspace rules – Additional workspace rules actions are now supported, including: Add standard text to a thread, Execute editor command (Copy, Delete, Forward, new, Print, Refresh, Save, Save and Close), and Make the editor read only.
Outreach and Feedback
Surprise for those who have been saying that Oracle would not improve the Outreach capabilities of OSvC due to the fact that Oracle Marketing Cloud is the preferred product.
Scalable audience calculation for broadcast mailings – The audience generation in mailings was improved to mine audience members in chunks, as subsets, and then compiling the full list for the mailing’s send step. This ensures time-sensitive content can be sent with minimal impact to your site. The entire process happens behind the scenes, requiring no configuration, and applies to all broadcast mailings.
The Profile editor now includes an option to set the .NET browser control to run in IE11 emulation mode rather than the default IE7 mode. Administrators select the Set Browser Controls to use IE11 emulation mode check box on the Other tab of the Profile editor to enable this function. The check box is not selected by default. In addition, browser controls in workspaces should have the Open popups in new browser control option set.
Co-Browse Audit Reports
Audit reports, with all changes made to the configuration of the co-browse functionality are now available for Administrators, giving information about who/when/what changes were made.
Turkish Language Support
Another language added to the list of almost 40 that Oracle Service Cloud supports. With the May 2016 release, the Turkish language is now fully supported within the Dynamic Agent Desktop (DAD) and Customer Portal (CP). All labels in the CP and message bases in the DAD support Turkish. Turkish spell check is included as well.
Enhanced Email Processing
This is probably the most exciting new feature of the May 2016 release.
Near Real-Time Incident Creation – the processing speed was increased and emails are now processed almost immediately after arriving to the Oracle-managed mailboxes, allowing for a near real-time creation of incidents. (note: this change is automatically available to all customers with Oracle-managed mailboxes on May 2016 versions and later).
Inline Images – It is now possible to add inline images as MIME types to the message templates, instead of linking to a file attachment server.
The policy automation part of OSvC (powered by OPA in the cloud) continues to be enhanced as well with some important new features.
Interview Checkpoints – Customers and agents are now able to save an in-progress or incomplete interview and resume it later, either starting at the same point they’ve left it or bfrom the beggining. This is available on interviews launched from the Customer Portal or from the Dynamic Agent Desktop. Administrators have the power to configure interview checkpoints on every page or after a set number of pages.
Signatures – It is now possible to add signatures to the end of the online interview.
Oracle Service Cloud Platform
REST API enhancements – This May 2016 release brings enhancements to the REST API including enhanced metadata and new API methods like reset password, send
mailing to contacts, and executive marketing flows.
Encryption/Crypto PHP API – to protect sensitive data in integrations and customisations, the encryption/crypto PHP API in CPHP supports encryption/decryption and other cryptographic functions.