Some of you might already know, but most people are not aware that the legacy Oracle Service Cloud (OSvC) console is reaching its end-of-life.
From Feb 2017 the only console available in OSvC will be the enhanced console, which was introduced in the May 2014 release, but not adopted by all users.
Therefore all organisations using OSvC that are still using the legacy console are advised to migrate to the enhanced console as soon as possible.
That might be as easy as enabling the enhanced console (see how to Enable the Enhanced Service Console) but it could also require significant effort.
The reason why some didn’t adopt the enhanced console was because customisations (add-ins, integrations…) would stop working, and that would force re-developments.
With the deprecation of the legacy console, there is no alternative and you will have to re-view – and potentially re-develop – configuration and customisations.
Our specialist team, at Capventis, can not only help with a smooth migration/transition to the new console, but also do a health-check and review/amend configurations and customisations.
P.S. – For more information see the official announcement from Oracle in answer id 4814