Legacy OSvC console end-of-life

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.

maps1
Legacy console (left) vs Enhanced Console (right)

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

Enable the Enhanced Service Console

The May 2014 release of Oracle Service Cloud introduced the Enhanced Service Console (an enhanced UI for the Dynamic Agent Desktop). This enhanced console is faster and more user-friendly, allowing users to undock tabs and move tools windows. It also introduced a new navigation pane on the right-hand side of the content pane, as well as a new concept of sub-tabs.

Despite it has been around for almost 12 months, the Enhanced Service Console has not been adopted by many companies/users yet. I don’t think this is because it is not that good, because it actually is. My guess is that this is due to: a) many companies haven’t upgraded their Oracle Service Cloud platforms to the latest releases; b) those who did, are afraid of the change and customer adoption.

I was also sceptical when it came into play. But now I’m fully convinced of its advantages and benefits. Mainly the undock and sub-tab features. Truth is the new Enhanced Service Console is much more flexible and easy-to-use. And I recommend all admins to try, and roll it out to their users.

If you have a release of Oracle Service Cloud that is previous to Nov 2014 – when the Enhanced Service Console started being provisioned by default – I’m sure some of you will have the same difficulty I had, when trying to enable it. Therefore I will leave you the hint.

The setting to enable the Enhanced Service Console is in the Profile, and needs to be set for all profiles that will use the new console.

Oracle_Service_Cloud_enhanced_console_setting

1. Go to Configurations > Staff Management > Profiles

2. Select and open the Profile

3. Make sure you are in the “Interfaces” area

4. Click the “Other” tab

5. Set the “Enhanced Console” check box

6. Click “Save and Close”, in the ribbon

7. Logout and log back in again to see the new UI