Oracle Service Cloud

What's New in the February 2017 Release

February 2017

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TABLE OF CONTENTS

REVISION HISTORY ................................................................................................................................................. 3

OVERVIEW ............................................................................................................................................................. 4

Security & New Features ................................................................................................................................................... 4 Give Us Feedback ............................................................................................................................................................... 4

UPGRADE/UPDATE TASKS ...................................................................................................................................... 4

RELEASE FEATURE SUMMARY ................................................................................................................................ 5

ORACLE SERVICE CLOUD ........................................................................................................................................ 6

WEB CUSTOMER SERVICE ......................................................................................................................................... 7 Widget Inspector ............................................................................................................................................................... 7

Community Self-Service Enhancements ............................................................................................................... 7 Forum Functionality - Phase 4 ........................................................................................................................................... 7

CROSS CHANNEL CONTACT CENTER ............................................................................................................................ 8 Experience Routing for All Channels .................................................................................................................................. 8

KNOWLEDGE MANAGEMENT ..................................................................................................................................... 9 Oracle Service Cloud Knowledge Advanced.......................................................................................................... 9

Insight Into Agent Knowledge ............................................................................................................................................ 9 Detailed Question and Session Reporting .......................................................................................................................... 9 Travel Ontology with IATA Airport Code Search .............................................................................................................. 10 Recently Viewed Answers on Customer Portal ................................................................................................................ 10 Author Task Notifications ................................................................................................................................................ 11

POLICY AUTOMATION ............................................................................................................................................ 12 Connection Enhancements .............................................................................................................................................. 12 Enhanced User Management........................................................................................................................................... 12 Export Project Data Model............................................................................................................................................... 13

ORACLE SERVICE CLOUD PLATFORM ......................................................................................................................... 15 REST API Enhancements .................................................................................................................................................. 15 High Volume Bulk Delete API for Incidents ...................................................................................................................... 15 Smart Interaction Hub: Experience Routing for Incidents ............................................................................................... 15

ORACLE SERVICE CLOUD INTEGRATION ...................................................................................................................... 16 Social Cloud SRM Accelerator .......................................................................................................................................... 16

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REVISION HISTORY

This document will continue to evolve as existing sections change and new information is added. All updates are logged below, with the most recent updates at the top.

Date What's Changed Notes 13 FEB 2017 Initial Document Creation

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OVERVIEW

This guide outlines the information you need to know about new or improved functionality in Oracle Service Cloud Release February 2017 and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable to begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.

For a listing of hardware and software requirements for Oracle products, log in to our support site and access Answer ID 31.

SECURITY & NEW FEATURES

We would like to remind you if your system has modified security structures you may need to advise your security administrator of new features.

GIVE US FEEDBACK

We welcome your comments and suggestions to improve the content. Please send us your feedback at HTTP://DOCUMENTATION.CUSTHELP.COM/CI/DOCUMENTS/DETAIL/5/4/12.

UPGRADE/UPDATE TASKS

For information about upgrading from earlier versions, click the link for your specific upgrade path on the Upgrade Guides page.

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RELEASE FEATURE SUMMARY

Some of the new features are automatically available to users after the upgrade and some require action from the user, the company administrator, or Oracle.

The table below offers a quick view of the actions required to enable each of the features.

Action Required to Enable Feature

Feature Automatically

Available

End User Action

Required

Administrator Action Required

Oracle Service Request Required

Web Customer Service

Widget Inspector Community Self-Service Enhancements Forum Functionality – Phase 4 Cross Channel Contact Center Experience Routing for all Channels Knowledge Management Oracle Service Cloud Knowledge Advanced Insight into Agent Knowledge Detailed Question and Session Reporting Travel Ontology with IATA Airport Code Search Recently Viewed Answers on Customer Portal Author Task Notifications Policy Automation Connection Enhancements Enhanced User Management Export Project Data Model Oracle Service Cloud Platform REST API Enhancements High Volume Bulk Delete API for Incidents Smart Interaction Hub: Experience Routing for Incidents Oracle Service Cloud Integration Social Club SRM Accelerator

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ORACLE SERVICE CLOUD

The February 2017 Oracle Service Cloud release offers new, exciting features in Web Customer Service, Contact Center, Knowledge Advanced, and OPA. Oracle continues to enable customers to provide exceptional customer experiences, by extending Experience Routing to all support channels, allowing customers to offer better service routing to the right agent.

Additionally, this release delivers a widget inspector, which allows web developers to access the administrative Customer Portal pages, inspect various widgets, and change them without having to touch any code.

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WEB CUSTOMER SERVICE

Customers today are turning to the Web when they have questions, need to find information, or want to purchase a product or service. Organizations are using this opportunity to connect with their online and mobile customers, and they are enhancing those interactions with technologies like Co-browse. They are also providing a platform for their customers to connect with each other by embedding customer communities within the cross-channel experience as a key component of delivering modern customer service.

WIDGET INSPECTOR

In an ongoing effort to build more customer portal administration focused tools, Oracle Service Cloud is introducing the widget inspector. This particular tool allows developers to easily identify widgets on company pages and look at the current attributes of those widgets.

Widget inspector provides the Customer Portal administrators and developers the ability to inspect (or highlight) the widget on a page while in development mode. The developer can select one, multiple, or all widget and the page will refresh to show the widget being highlighted with the widget name superimposed over the top of the widget. Selecting the widget name will show the attributes of that widget. This new feature allows developers to access the Customer Portal administrative pages, inspect various widgets, and change them without having to touch any code.

COMMUNITY SELF-SERVICE ENHANCEMENTS

FORUM FUNCTIONALITY - PHASE 4

This release includes several community administrative and back-end enhancements, and new functionality for web users. Phase 4 builds upon the avatar library that was part of the November 2016 release, and adds a new avatar option: the ability for users to use their Facebook profile pictures as their community avatar. Additional phase 4 enhancements provide community administrators more control over community content that is displayed on the community site, such as discussion metadata on search results pages and discussion questions that have received no comments (i.e., unanswered questions.)

KEY RESOURCES

• Create Role Set Avatar Library • Support Use of Facebook Profile Picture • Edit the Search Results Page

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CROSS CHANNEL CONTACT CENTER

Oracle Service Cloud Cross Channel Customer Service enables organizations to provide quick, consistent, proactive, and reactive assisted service across multiple channels. Oracle Service Cloud Cross-Channel Contact Center can help organizations increase efficiency and reduce operational costs by enabling customers to resolve simple issues using self-service, while directing the more complex issues to contact center agents.

EXPERIENCE ROUTING FOR ALL CHANNELS

In the February 2017 release, Oracle Service Cloud now supports Experience Routing for all channels. Customers have successfully used Experience Routing, also known as skills-based routing, in the live chat channel. With the February 2017 release, Experience Routing is now available for all supported channels: including Web, Email, and Social Channels. Experience Routing allows the assignment of incidents, web requests and social requests to the best skilled agent. This feature allows customer service organizations to offer better service routing to the right agent, so that their customers have a seamless VIP experience.

STEPS TO ENABLE

Smart Interaction Hub must be enabled.

KEY RESOURCES

• Configuring Advanced Routing Incident

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KNOWLEDGE MANAGEMENT

Knowledge management is essential for delivering exceptional customer experiences and increasing customer loyalty. In the contact center, empowered, efficient agents must have access to timely information when they need it. Customers expect to find answers to their questions quickly and easily, when and where they ask them. Oracle Service Cloud Knowledge Management provides a fully integrated knowledge management solution that delivers a seamless, consistent experience across all channels, from self-service to contact centers to communities and social sites.

ORACLE SERVICE CLOUD KNOWLEDGE ADVANCED

With the February 2017 release, Oracle continues to add new capabilities to Knowledge Advanced edition, with new Analytics capabilities and a new industry dictionary for Travel. In addition, customer portal sites can now display recently viewed answers to self-service customers, and authors can receive notifications about articles that are expiring or in need or updating.

INSIGHT INTO AGENT KNOWLEDGE

The February 2017 release adds a new reporting feature to Knowledge Advanced Analytics. Analysts can now report on agent and self-service users separately, enabling knowledge managers differentiate between knowledge articles used by agents and those viewed by customers. These key metrics provide better understanding of agent behavior and engagement, and help improve the effectiveness of the knowledge base.

STEPS TO ENABLE

This feature is automatically available. Knowledge analytics can use a new filter to display agent, self-service, or all content usage data when viewing content usage reports.

KEY RESOURCES

• Selecting the Analytics Filters in the Knowledge Advanced Administration Guide

DETAILED QUESTION AND SESSION REPORTING

Analysts can use the new Daily Question Sessions report to view the number and types of questions that users asked on a specific date. This report can be helpful to measure the impact of specific campaigns or the introduction of new products or services. The report provides information on the number of unique search sessions and the number of questions asked, in total and per session, within a specified time period, as well as the ability to drill down to question details.

STEPS TO ENABLE

This report is available with the packaged Knowledge Advanced Analytics reports.

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KEY RESOURCES

• Daily Question Sessions in the Knowledge Advanced Administration Guide

TRAVEL ONTOLOGY WITH IATA AIRPORT CODE SEARCH

A new industry dictionary containing the latest terms and abbreviations, including IATA airport codes, has been added to support the travel industry. The new dictionary provides better search results and facilitates intent modeling with multi-lingual intents. Search recognizes IATA airport codes via spelling or context to deliver better results for airport- and destination-related searches.

STEPS TO ENABLE

Administrators can select the new travel industry dictionary from the Industry dropdown menu on the Knowledge Advanced search configuration tab.

TIPS AND CONSIDERATIONS

The IATA airport terms are specially configured within the dictionary to be distinguishable from other similar words or abbreviations (e.g. lax or was). Search administrators cannot create additional IATA airport terms. The search behavior of a user-added term will be consistent only with that of any other user-added synonym; the specialized functionality of the IATA airport dictionary terms will not apply.

Changing the Industry Dictionary can significantly affect the content and quality of search results. If you change the Industry Dictionary after you complete the initial implementation process, Oracle strongly recommends that you thoroughly validate this change in a test environment before applying the new dictionary in a production environment.

KEY RESOURCES

• Configuring the Industry Dictionary in the Knowledge Advanced Implementation Guide

RECENTLY VIEWED ANSWERS ON CUSTOMER PORTAL

This release extends the Recently Viewed Answers feature to the Knowledge Advanced Customer Portal. Recently viewed answers helps improve user experience and productivity, by enabling end users to easily return to previously viewed answers.

STEPS TO ENABLE

Developers can enable Recently Viewed Answers by following the steps to configure Knowledge Advanced within Customer Portal.

TIPS AND CONSIDERATIONS

Replacing an existing Customer Portal site with the Knowledge Advanced reference implementation will overwrite any customizations you have made. You should ensure that any customizations to your

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Customer Portal site are backed up and can be re-implemented if desired before implementing the Knowledge Advanced reference implementation.

KEY RESOURCES

• Enable Knowledge Advanced on Customer Portal

• Add Recently Viewed Answers in the Knowledge Advanced Implementation Guide

AUTHOR TASK NOTIFICATIONS

New authoring task notifications proactively notify knowledge authors of potential changes and updates needed on assigned content. This new feature helps to facilitate content freshness and improve author productivity by automatically generating tasks for knowledge authors. Administrators can create reports on expiring content and content needing review.

STEPS TO ENABLE

Task notifications are automatically enabled. Authors and administrators can use the notifications by entering Remove After or Review Date values in article publishing options.

KEY RESOURCES

• Publishing Options and About Notifications in the Knowledge Advanced Users’ Guide

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POLICY AUTOMATION

Policy Automation provides intelligent decision making to organizations to resolve complex service requests, determine product or service eligibility, capture the right customer information at the right time, and, in general, ensure all of an organizations’ policies and regulations are met across all of their customer-facing interactions and service processes..

CONNECTION ENHANCEMENTS

New capabilities allow various users—including anonymous users, logged in customers, and call center agents—to use one OPA interview definition. This allows central management of these experiences, simplifying upgrades, and ensuring consistency across all customer interactions.

STEPS TO ENABLE

Choose which user types can access the interview:

1. On the Data tab in Policy Modeling, click the Mapping settings button and log in to an OPA Hub. 2. In the Mapping Settings dialog, in the Who is this interview for? section, select:

• Anonymous users and/or • Customer Portal users (Contact), and/or • Contact center agents (Account)

TIPS AND CONSIDERATIONS

Using this feature, call center agents can use the exact same interviews that are used anonymously by Contacts that don’t yet have a Customer Portal login. For example, a loan advisor experience that creates an opportunity in Service Cloud can be used by both self-service users and agents. Interviews can create a new Contact record for anonymous users if needed.

KEY RESOURCES

• Set Up Data Map for RightNow Interview

ENHANCED USER MANAGEMENT

These features make it simpler to use OPA Hub with other systems. You can now:

• Manage application integration accounts separately from interactive Hub users

• Create and update Hub user permissions with the OPA Hub REST API

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STEPS TO ENABLE

Create integration users on the Permissions tab in OPA Hub:

• Choose Add Integration User from the Permissions drop-down

• Enter a username and password

Assign roles to control what integration users can do:

• To manage users via OPA Hub REST API: assign the Hub Administrator role

• To invoke Determinations API web services: assign the Determinations API role

Use the OPA Hub REST API to automate account creation and permission settings for OPA Hub users.

TIPS AND CONSIDERATIONS

All resources in OPA Hub REST API are self-describing. Start with GET <site>/opa-hub/api/latest/metadata-catalog and follow href links for more details.

WebLogic authentication:

• Works with any SAML2 identity provider

• Is Oracle Access Manager 11g+ certified

KEY RESOURCES

• Create Account for Application Integration

• Manage Hub User Accounts in External ID Provider

• Overview Hub REST API

EXPORT PROJECT DATA MODEL

You can now export to CSV files some or all of the attributes that define an OPA project’s data model. Detailed entity and relationship information is also provided. This allows users to review and analyze attribute metadata using external quality tools, for example, to validate mappings, attribute names, explanation options or any other data attribute settings in an OPA project.

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STEPS TO ENABLE

1. On the Data tab in Policy Modeling, click:

• the Entity Structure button, and then select the relevant entity in the left hand pane, if you want to export data model information for a specific entity, OR

• the Flat View button if you want to export data model information for all entities in a project.

2. (Optional) Apply an attribute filter (to view only attributes of the selected type, or to view all attributes containing a particular string of text).

3. Click Export.

TIPS AND CONSIDERATIONS

Exporting can also be done via the command-line.

Integration tools can also be developed that auto-configure middleware or mapping interfaces to conform to the data model of deployed policies.

KEY RESOURCES

• Export Data Model

• Export Data Model from Command Line

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ORACLE SERVICE CLOUD PLATFORM

The Oracle Service Cloud Platform includes App Builder products, the Experience Platform, and the Virtual Configuration Interface Object (CIO) Cloud Service.

REST API ENHANCEMENTS

In the February release, the REST API is enhanced to download multiple file attachments as a single compressed file.

Additionally, the Campaign (Outreach) object is now available in CCOM to retrieve information on email outreach campaigns via Connect REST API.

KEY RESOURCES

• REST API for Oracle Service Cloud

HIGH VOLUME BULK DELETE API FOR INCIDENTS

This feature enables the ability to delete large volumes of incidents in a single API for incident archiving or purge.

SMART INTERACTION HUB: EXPERIENCE ROUTING FOR INCIDENTS

Experience Routing for Incidents includes skills-based routing for additional channels to allow the assignment of incidents, web requests, and social requests to the best skilled agent. This includes simplified queue administration for product skills, language skills, and queue priorities to optimize routing.

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ORACLE SERVICE CLOUD INTEGRATION

Oracle continues to invest in integration to other Oracle applications. The February release introduces a new Social Relationship Management (SRM) accelerator.

SOCIAL CLOUD SRM ACCELERATOR

The February Release adds a new Social Relationship Management (SRM) accelerator. Key capabilities include the ability to respond to SRM posts from Oracle Service Cloud, configure private and public channels (Facebook, Twitter, etc.), prevent duplicates with interactive contact matching and view full conversations in Oracle Service Cloud.

KEY RESOURCES

• Answer 5436

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