oracle service cloud -...

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |

Oracle Service Cloud August 2016 Release + More

Susie Boyer Director, Product Management July 20,2016

Oracle Confidential – Highly Restricted


Agenda

August 2016 Release Highlights

Agent Browser UI Today and Roadmap

Mobile Agent Desktop Strategy

Questions



Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.



Cross Channel Contact Center

Knowledge Management

Web Customer Service

Policy Automation

Service Cloud Platform

Field Service Management



August 2016 Release Highlights

Self Service Community Discussion Enhancements

Mobile Accelerator For MAF

Platform Enhancements OAUTH Support & JIT Provisioning of Agents



Build Out Your Self Service Community

CAPABILITY HIGHLIGHTS • Enhanced Ratings: Let users give content a

thumbs-up or thumbs-down, and reset (and change) their votes

• Highlight Content by Role: Call out questions and answers authored by users in special roles, such as moderators

KEY BENEFITS • Increase the value of customer content by

leveraging the wisdom of the crowd and helping users identify the best content

• Increase community effectiveness by highlighting content posted by trusted authors

AUG 2016: Discussion Enhancements


Thumbs up/down voting

Highlight moderator content

Reset your vote


Mobile Agent MAF Accelerator, REST API Expansion, Event Notification and ICS Integration

Oracle Sales Cloud Accelerator and ICS Integration flows

Oracle Field Service (TOA) to Service Cloud Accelerator

Siebel Case Management Accelerator

EBS Case Management Accelerator

What are Service Cloud Accelerators?

Integration Cloud Service

Service 360 visible in both platforms

Cu

sto

mer

A

gen

t

Service 360 visible in both platforms

Cu

sto

mer

A

gen

t



Extensible Mobile Apps with Service Built-in

CAPABILITY HIGHLIGHTS

• Multiplatform Build applications that target iOS and Android devices with the Oracle MAF (Mobile Application Framework)

• Functionality View ,Edit and Create Incidents, Messages, Tasks, Contact and Organization

• Attachments Take a quick picture of the Incident and add it as a attachment.

KEY BENEFITS

• Extend reference mobile applications to meet your unique needs

• Leverage Oracle Mobile Application Framework to deploy applications to multiple mobile devices such as Apple iOS and Android devices

AUGUST 2016: Multiplatform Mobile Accelerator using MAF




Support for OAUTH – Phase 1

CAPABILITY HIGHLIGHTS • Identity Propagation: Identify the user requesting

access prior to granting authorization

• Act as Resource Server: Validate OAUTH access token received from other client applications

KEY BENEFITS • Enhanced Security by eliminating proliferation of

credentials and using secure, encrypted tokens for identity propagation

• Secure and Seamless data flow between CX applications through named – rather than generic - users

• Build UI mash-ups containing data from multiple apps in CX portfolio

Aug 2016: Secure Data Exchange with other CX Apps


OAUTH Server

Oracle

Sales Cloud

Oracle

Service Cloud

Oracle

CPQ Cloud

Oracle

ERP/SCM Cloud

Oracle

Commerce Cloud



Just-in-Time Provisioning of Agent Users

CAPABILITY HIGHLIGHTS • Auto-create Agent Accounts: Automatically

provision new Agent accounts based on information on incoming SAML token

• Configurable Attribute Mapping: Configure how the SAML token is to be interpreted

• Smart Defaulting : Change the default values based on the IdP that sends the SAML token

KEY BENEFITS • Seamless navigation ensured even for new users

through just-in-time provisioning

• Reduced IT intervention by automatically creating users when necessary

• Flexible attribute matching ensures that SAML token of any format can be easily interpreted

Aug 2016: Create Agent Users On-the-Fly



Agent Browser UI


Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal 12

Agent Browser UI Provide Expansion

Platform Expansion

Role Expansion

Mac, Linux and Chrome OS Friendly

Supervisors, Affiliates Topic Experts, and other Non-Service Users


Phased Approach to Agent Browser UI

Tier II Agents Managers &

Casual Users

Front Line Agents

Admins

Enhanced Reporting

Channel Expansion

Workflow & Integration

Configuration

We are here


Service Cloud - Agent Browser UI – August 2016

CAPABILITY HIGHLIGHTS • Incident Management: assign, view, update, forward, search for

knowledge, standard text, and respond to incidents via email and social channels

• Configurable Workspaces: supports incidents, contacts, organizations, tasks, and custom objects

• Subset of Workspace Rules: supports certain triggers, conditions, and actions based on usage analysis

• Configurable Analytics: supporting charts, dashboards, conditional formats, report drilldowns/linking, home reports, and quick search

• Notifications: access notifications and dismiss them when desired

• Extend: the user interface via a web content control and javascript API

• Collaboration: integrated Oracle Social Network (OSN) with Incident Workspace

• Co-Browse: from within the Agent Browser desktop

• Chat Preview: limited chat support


What is Coming for BUI

Confidential – Oracle Internal/Restricted/Highly Restricted 15

Now ( Mgrs and Casual Users) Channel Agents All Agents Administrators

Reports, Charts and Dashboards

Configurable UI workspaces

Incidents, Orgs, Contacts, Tasks

Custom Objects/Fields

Web / Email Channels

Knowledge Search

Notifications/Standard Text

Collaboration/Forward Incidents

Social Response & Monitor

Co-browse

Workflow

Extensibility Framework

Workspace Rules

Admin UIs Integrated Chat

Answer Authoring

Assets and Contracts

Agent Guides

Multi-Edit Workspace

Theme/Branding

Agent Scripting

Policy Automation Integration

Analytics (Rollups, Export, Slicing, Inline Edit…)

Video Chat

Performance



• iOS only (no support for Android)

• No new enhancements

• Will fix major defects

•Demos basic Contact, Incident and Organization functionality (similar to what is in TAP today)

• Extendable in an open cross platform environment

• Certified for tablets (both iOS and Android)

• Not responsive enough today for phone but on roadmap

Oracle Confidential – Internal 17

Mobile Agent App for TAP Current Solution

Mobile Accelerator for MAF August 2016

Browser UI Additional Future Solution


Q&A

oracle service cloud -...

Documents