Tag: 17.8

Aug 17 Release now available (Part II)

The August 2017 (17.8) release of Oracle Service Cloud (OSvC) is now generally available and it brings so many exciting new features and enhancements that, this time, I am braking my thoughts down in various posts. You can read the first one here.

Browser UI – Report Inline Editing

With the latest release this feature is now supported in the Browser UI (BUI) allowing you to edit data in reports without having to open the object/record. If this capability is enabled in the report, you can edit the data in a field on the report cell, including fields of type drop-down menu.

OSvC_ReportInlineEdit_Aug17.png

Browser UI – Report Cross Tab and Forward

For those who are not familiar with it, Cross Tab is a feature of OSvC reports that allows you to compile, into a few lines, data that could span through various pages. This functionality is now supported at runtime within the BUI, with the 17.8 release.

Additionally it is now also possible, from the BUI, to forward reports and dashboards to other users (via email) using HTML format.

OSvC_CrossTabForward_Aug17.png

Browser UI – Guided Assistance and OPA Integration

One other thing that was still missing on the BUI was the ability to use Guides and OPA interviews, within a workspace – capability that has been available in the console. The new 17.8 release supports this functionality, allowing you to provide these very useful aids to your agents, which sometimes are key when supporting customers on the phone or over a live web chat session.

OSvC_GuidedAssistance_OPA_Aug17.png

Business Rules 2.0

Finally the best for last! As an OSvC expert and implementation specialist, this is probably one of my favourite enhancements for the last few releases. Oracle called it Business Rules 2.0 as it is a complete re-vamp of the Business Rules editor and capability.

But caveats first… this is not yet available for standard objects, only for custom objects. It will come for Organisations, Contacts, Incidents, Tasks, and Opportunities further down the line. And it is available in the BUI.

The new Business Rules editor not only has a much more modern and intuitive look and feel, but it supports business rules for custom objects. Which means that you will no longer need to write as much code as you used to (in custom scripts/processes) if you need to create automation in custom objects.

OSvC_BusRules1_Aug17.png

As an administrator or implementor you can view and manage all rules within a rule set (or object) at a glance.

OSvC_BusRules2_Aug17.png

And create new rules in a much more intuitive and easy to use interface.

OSvC_BusRules3_Aug17.png

Additionally, you can search for rules and values used within your rules.

OSvC_BusRules4_Aug17.png

Keep your eye on the next post – Aug 2017 release now available (Part III) – in which I will tell you a bit more about some of the most exciting enhancements in this Aug 2017 release.

Aug 2017 release now available (Part I)

The August 2017 (17.8) release of Oracle Service Cloud (OSvC) is now generally available and it brings so many exciting new features and enhancements that, this time, I will break down my thoughts in three posts.

Site Configuration – Mailboxes

Until now, mailboxes were interface-specific items. To configure or manage a mailbox, you would have to be logged in to the interface where it was being used. Not any more!

From the Aug 17 release you can manage and configure all mailboxes from a single place (the interface of your choice) making it easier and more efficient for you to manage several mailboxes, in particular when you have multi-language interfaces and you don’t happen to speak them all!

The below screenshot shows the new Mailbox configuration screen, where you have a new tree structure with the list of mailboxes nested under type of mailbox, which in turn is under interface name.

OSvC_Mailboxes_Aug17

Site Configuration – Message Templates

As you know Message Templates are broken down in 3 types: Admin Notifications, Admin Emails and Customer Emails. They allow you to customise the outgoing messages (for Admins, Agents or Customers) for each of your interfaces.

The 17.8 release brings a new feature for the Admin Notifications, that can be extremely useful and increase agent efficiency. You can now add – only to the Incident Assigned message template – a link to the Browser UI (BUI), which will take the agent directly to that particular incident record, in the BUI.

OSvC_MessageTemplate_Aug17.png

Configuration Assistant – Browser UI

Speaking about BUI, you no longer have to ask Oracle to enable it for you, and wait for them to “approve” or “agree” to do it for your company. You can now enable the BUI yourself via the Configuration Assistant (which you can reach in https://ossc-gb.custhelp.com).

Once you login the Configuration Assistant this is what you need to do

  1. Select the site (by clicking the site name/link)
  2. Go to the Integrations area (by clicking the Integrations box)
  3. Scroll down to the Browser User Interface section.
  4. Click the Enable BUI button

Once it is active you will see the message “Browser User Interface is enabled on this service site” as well as the URL, which should be something along the lines of: http:// <yourdomain> .custhelp.com/AgentWeb/

Please remember that the BUI will only be available for your site, if you are in one of the last 5 releases.

OSvC_ConfigurationAssistant_Aug17

Browser UI – Service  Level Agreements

The 17.8 release closes one important gap in previous releases of the BUI. Service Level Agreement (SLA) fields are now supported in the BUI. You can place them on the workspace and agents can view and edit Organisation and Contact SLAs, as well as assign the desired SLA to an incident.

OSvC_SLA_Aug17

Keep your eye on the next post – Aug 2017 release now available (Part II) – in which I will tell you a bit more about some of the most exciting enhancements in this Aug 2017 release.