To help you prepare for a successful transition to our latest release, we are pleased to provide you a centralized view of what is included in the latest release and recent releases.
Oracle B2C Service 25D version is now available!
Introduction
We are excited to announce the Oracle B2C Service 25D release, which introduces impactful enhancements for Agents, Administrators, Developers, and—new to our release announcements—the Migration Experience. The Migration Experience showcases exciting new features introduced through our recent RAMP to Fusion initiative, reflecting the progress and innovation we've achieved over the past quarter.
Our team remains focused on:
- Introducing new Artificial Intelligence (AI) use cases and strengthening those already released
- Bringing an advanced answer search capability to the agent desktop
- Delivering customer-driven enhancements and innovations
Below is a summary of the major highlights in this release.
Customer Experience
There are no enhancements for the customer experience in 25D. Updates are planned for 26A.
Agent Experience
Agent Chat User Interface
- Chat Transcript Summarization: Now available. Summaries are included in transcripts during chat transfers and appended as private notes on incidents when chats are terminated.
- Real-Time Language Translation: Enhanced for on-demand translation and includes an indicator for agents so they know when translation is in process.
- Multi-Chat Experience: Agents and admins can select from standard, list, or tab layouts to make managing multiple chat sessions easier.
Incidents
- Thread Summarization: Generate summaries for threads within incidents, enabling more efficient understanding.
- Selective Language Translation: Translate only the required part of a thread, for more tailored communication.
- Notes Enhancement: Notes on Organizations and Contacts pages can be filtered by staff account.
- Attachment Toolbar Configuration: Admins can now hide the attachment toolbar icon in the incident thread component.
Analytics
- Filter Area Enhancements: We have improved the report filter area by removing unnecessary labels and whitespace, repositioning the lock button, and allowing the Limit and Order controls to expand or collapse for more efficient use of real estate.
Knowledge Foundation
- OpenSearch Benefits for Answer Reports: Features like type-ahead are now enabled.
- Enhanced Answer Search: The Incident workspace’s Answer Search component now leverages OpenSearch for faster and smarter search capabilities.
Administrator Experience
Job Scheduler
- Now generally available and supports actions such as file transfer and Zip.
Data Lifecycle Policies
- Canned policies introduced to manage the lifecycle of Service Level Agreement (SLA) instances associated with Contacts and/or Organizations.
Element Manager
- Now supports inclusion of dependent elements for custom business events during export.
Global Audit Log
- A unified report view captures audit logs for numerous objects and provides essential insights.
Sentiment Analysis
- Supervisors can leverage a tool that uses OCI AI Services to determine sentiment in a selected set of incidents.
Knowledge Advanced Authoring
- Views and downloads for attachments on Knowledge Advanced articles are now tracked.
Developer Experience
Event Delivery Service (EDS)
- Administration has been enhanced to a wizard-like process, making it easy to add or remove object/event types without deactivating the integration.
- Now supports OAuth authentication for Oracle Integration Cloud.
Data Sync
- Chat and Answer tables are now available for syncing to an Oracle Autonomous Database.
Migrator Experience (Fusion RAMP)
August Release
- Selective Migration Mode: Allows uploading a list of IDs to only migrate matching records for a specific object type.
- Email Notification: An email is now sent to the migration run owner when a migration completes.
September Release
- Lookups Management: Lookups used during data transformation can now be managed visually in RAMP, instead of through JSON files.
- Success and Error Insights: View success and error rates for each object type during migration run setup.
- Expanded Service Request Support: Supports migration to HR Help Desk and Internal Service Requests in addition to Service Center.
October Release
- Object Type Views: Filter migrations using views on object types during migration run completion.
- “Ask Redi” the AI Agent: New conversational AI agent provides retrieval-augmented guidance from the RAMP Users Guide.
- Progress Indicator: New indicator helps users track the progress of migration runs.
Thank You & Recognition
A big thank you to the Oracle B2C Service development team for another feature-rich quarterly release and to the entire B2C Service team and our customers, whose ongoing feedback inspires us to continue innovating and enhancing our solutions!
Recent Releases
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Oracle B2C Service 25C Product Release Highlights
Oracle B2C Service 25C release brings a range of exciting updates across all key personas—Customers, Agents, Administrators, and Developers.
Our team remains focused on:
- Introducing new Artificial Intelligence use cases
- Evolving Better Together connectivity with Oracle CX Marketing applications
- Enhancing the administrator and agent experiences
- Delivering customer-driven enhancements and innovations
Here’s a quick breakdown of some major highlights from this release:
Customer Experience
- Customer Portal Enhancements:
- New Answer Search widget with AI-powered summaries via BYO RAG integration.
- Bring Your Own Captcha feature for enhanced bot deflection and security.
- Web Chat for Service:
- Launch forms now support full-page rendering.
- Configurable tooltips for both standard and custom fields.
- New supervisor features: chat monitor and join.
- Restored default label styling on pre-launch forms.
Agent Experience
- Agent Chat User Interface:
- AI Proofread Agent allows for an Bring Your Own RAG agent to suggest an alternate response based on a pre-configured prompt or preamble.
- Queue labels and color customization for better visibility.
- Message labeling for public/private messages with configurable colors.
- Response suggestions panel can be anchored and now supports user feedback on AI tools.
- Analytics Improvements:
- BUI Report Management surfaces sub-optimal reports and enables in-depth report analysis.
- "Export All" function now in BUI.
- BUI reports visibly display the count of selected rows.
- Collaboration & Agent Tools:
- Direct integration with MS Teams for seamless meeting scheduling and joining.
- AI-powered Proofread expanded to non-chat use cases.
- Hot Topic utility now surfaces Similar Incidents based on detected topics when agent opens an incident.
Administrator Experience
- Hot Topic AI now supports real-time chats and data streaming to custom objects.
- Better Together integrations:
- Enhanced Business Rules leverage CX Unity Intelligent Attributes.
- Outbound SMS now also supported via Eloqua (in addition to Responsys).
- Job Scheduler: Advanced scheduling features and completion notifications.
- Element Manager: Now supports Custom Business Events and navigation set overwrite.
- Knowledge Advanced: Enhanced author workflows and managed search question tracking.
- Staff Account editor released in Browser User Interface (BUI).
Developer Experience
- External Object Management enhancements for smoother upgrades and configuration persistence.
- Service Health Metrics can now separate BUI and .Net console metrics.
Thank You & Recognition
A big thank you to the Oracle B2C Service development team for delivering another feature-packed quarterly release and for the entire B2C Service team for keeping engaged with our customers and feeding us with their requests!
Oracle B2C Service 25B Product Release Highlights
Oracle B2C Service 25B release brings quite a few exciting updates across all the key personas—Customers, Agents, Administrators, and Developers. The team continues to focus on the introduction of new Artificial Intelligence use cases, evolving Better Together connectivity with our CX Marketing applications, enhancing the data sync capabilities, and delivery of Customer Driven Enhancements. Here’s a quick breakdown of some of the major highlights:
Customer Experience
- Customer Portal gets an Answer Search widget with better search capabilities and SSO support for admin pages.
- Web Chat for Service enhances with features like:
- Action button size configuration.
- Conditional surveys for bot vs. live agent interactions.
- Custom label styling and try again button visibility control.
- The addition of Engagement Engine eventing and custom JS triggers.
- In Engagement Engine ability to preview the customer chat user interface.
Agent Experience
- More flexible Language Translation configurations for both off the record and language detection.
- ASK Agent feature, powered by AI, to assist agents with suggested actions based on their queries.
- User experience Enhancement to incident forwarding prepending the reference number.
- Analytics chart enhancements, including chart animations and real-time data series highlight.
- Knowledge Advanced now opens articles within BUI tabs instead of separate browser windows.
Administrator Experience
- AI Hot Topic enhancement surfaces data source details and allows customization.
- Better tracking of service usage metrics sessions including hourly drilldowns.
- Outbound SMS activity tracking with Responsys.
- Audit logs for Job Scheduler and new Data Lifecycle Management purge policies for Organization and Answer transactions.
- Knowledge Advanced authoring improvements and additional values included on the KA Knowledge infolet dashboard.
- Element manager updates for product, category, disposition dependency management.
Developer Experience
- External Object Management is enhanced to make upgrades smoother by persisting configurations.
- Service Health Metrics gets a dashboard for better monitoring.
- Custom Business Events in Event Delivery Service opens up new possibilities for pushing events into streaming services using an Action in Enhanced Business Rules.
Overall Takeaways
This release continues Oracle’s focus on AI enhancements, providing better integrations across the CX ecosystem, and enhancements driven by customer conversations. 25B is a well-rounded release that’s targeting the needs of end users, agents, and those managing and developing the system. I will conclude with giving a big shout out to the Oracle B2C Service development team for yet another feature packed quarterly release.
This concludes the release announcements for 25B.
Please be sure to check out our Oracle Release Readiness pages for ALL features delivered in this release.
Oracle B2C Service 25A Product Release Highlights
The Oracle B2C Service development organization is excited to announce the release of 25A (Feb). The team did another amazing job of providing a robust set of features targeting our four key personas. In 25A, we continue to focus on enhancing both the native AI Hot Topic offering as well as adding some customer requested enhancements to our Bring Your Own service supported AI use cases. Another key focus in 25A is the Better Together campaign of creating tightly integrated use cases with our Oracle Marketing products including Unity, Responsys, and Eloqua. A summary of the features that are supported for each user persona is below. Finally, the Oracle Rich Text Library is continuing to be rolled out.
Customer Experience
25A was a light quarter for the customer experience. The customer portal APIs were enhanced to support JWT based session authentication. With this new enhancement, accessing the APIs for file upload and deletion for use cases like custom CI/CD pipelines will be more secure through session-based authentication of an account with the required profile permissions enabled.
Agent Experience
The product management team groups features in this area into three or four categories. For 25A, the categories include agent chat, Analytics, Unity Integration, and Incidents Workspaces.
For agent chat, the team continued to enhance the ai use case features that were released in 2024. Agents leveraging the realtime language translation will now be able to manually select their language. The popular Agent Suggestions feature was enhanced to allow for third party service to be configured. Customization of the agent chat notifications and engagement panel were also improved as the Browser User Interface (BUI) chat notification now supports configured fields as well as the custom engagement panel buttons can be configured to activate Workspace Rules.
Send on Save a feature that was historically supported in the legacy console is now available in the Agent Browser User Interface. Another update to the Incident workspace is the usage of the ORTL rich text editor component for the thread editor. The Agent Browser User Interface.
The 25A Analytics focus was on two main areas, Infolets and Report Management. The Report Management functionality that is available in the legacy console we brought over the Agent Browser User Interface but enhanced to include deferred report statistics. Two new infolets will be available in 25A supporting both the Knowledge Foundation as well as the Knowledge Advanced administrators.
Unity is Oracle's Customer Data Platform. Several years ago, the Oracle B2C Service team created a point-to-point integration with CX Unity to push data from standard objects into their platform. For 25A, the Oracle B2C Service team will provide a means for an agent to view the intelligent attributes that are calculated as part of the Customer Data Platform. This provides a full circle integration and demonstrates how Oracle B2C Service and other Oracle CX applications provide a better together experience for out customers.
Administrator Experience
Administrators continue to get a lot of focus. Two mainstay features that are continually enhanced are Enhanced Business Rules and Element Manager. For rules, support for the decimal attributes have been included as well as a better user experience for the rules is display mode which will now resemble the view in edit mode. In 24D, the team included Customizable Menus, Product, Categories, and Dispositions to the list of artifacts covered by Element Manager. In 25A, support for those artifacts was enhanced as dependency management was included which allows administrators to choose to include the dependent elements during export. 24D also saw the introduction of Process Scheduler which is a brand-new feature allowing administrators to schedule PHP scripts to be executed. In 25A, that feature continues to be enhanced as an execution log, an option to pass PHP parameters, and the ability to schedule a script run on the last day of the month has been included. Also, last year we introduced another integration with Responsys that allows business rules actions to send SMS messages leveraging a Responsys campaign. For 25A, the manual campaign creation in Responsys has been replaced with an automated process that occurs following the configuration in B2C Service. Knowledge Advanced has a long list of enhancements in 25A including but not limited to syntax highlighting in source mode, custom tags, author notes on article unpublish, as well as a report that shows the history of publish and unpublish of an article.
Developer Experience
Our final focus being in the area of the developer experience and here we are excited to introduce our new data management feature where data can be configured to be pushed in near real-time fashion to an Autonomous Data Warehouse (ATP is also supported). This allows for data to be moved out of the transactional database and into an external datastore allowing for data archival and enhanced analytics possibilities. Developers are also provided additional enhancements for Service Health Metrics as the information on the metrics delivered now includes additional error metrics information. Event Delivery Service was given an easy to find error log for events and we improved the ROQL blacklist support as well as allow for the execution of Rule Runtime Log reports via APIs.
Oracle B2C Service 25A Roadmap
This concludes the release announcements for 25A.
Please be sure to check out our Oracle Release Readiness pages for ALL features delivered in this release.
