To help you prepare for a successful transition for 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 and Oracle Field Service 21B Release is Now Live!
Oracle CX Service 21B Product Release Feature Highlights
The May 21B Release for B2C Service and Oracle Field Service continues to drive customer success with several new significant features and enhancements delivered.
Oracle B2C Service
The Agent Experience adds several new enhancements to the Browser User Interface Workspace. This offering provides a more modern, intuitive, and efficient experience. These enhancements include:
New Redwood themes for the workspace. Users will have the ability to toggle between Redwood and existing themes this will provide a more cohesive experience across Oracle applications.
The Insights Panel - This is an exciting feature that offers agents suggested actions in real-time, improving agent efficiency when executing suggestions. Workspace rules can be configured to show cards that trigger named events.
Also delivered in 21B for the Service Center is Asynchronous Chat. Agents can now send responses at any time, re-starting the conversation from within the incident workspace. This feature does require Oracle Messaging to be deployed.
Digital Customer Service brings some exciting new features including greater flexibility to capture data for in-context Customer Service with Free-form Text Support for Routing Guidance. Also, Oracle is introducing a digital collaboration of Live Experience & Co-browse, with a single Sign-on of agents into LX and Co-browse simultaneously, agents can initiate an automatic Co-browse session launch upon consumer consent without the need for any passcode exchange. This feature optimizes agent experience for video and screen share into one desktop, thereby avoiding swivel-chair between multiple applications. Additionally, - Co-browse Reverse Screen Share is delivered, enabling agents to share their desktop with customers.
Oracle Digital Assistant is integrated with Intelligent Advisor with an out of the box connector, this integration will make it even simpler for customers to utilize these two products together for exceptional customer service.
A few new enhancements delivered for Knowledge Advanced include Answer Preview in Customer Portal from the authoring tool, and Enhanced Configurability of Knowledge Portal, with this admins can now set the subscription frequency in ‘Manage Notification’ page. Customers can also now configure ‘Related Answers’ widget to display only manual links or learned links or both.
Oracle Field Service
The 21B release brings several key features to Oracle Field Service, including ‘En Route’ status for Oracle Field Service, this allows resources to set a new ‘En Route’ status for jobs, the system will then automatically update the ETA, and the customer will be notified.
The Assignment Assistant is getting some updates to help users when manually scheduling work. OFS will now intelligently display the order of mobile resources based on, Route impact, The distance to jobs, Mobile Resource, Work Zones match and the accuracy of travel statistics data.
Starting with 21B Android and iOS mobile devices will now Display Available Storage and Notify if storage is low.
Redwood Experience for OFS ‘Login in’ Screen is introduced, in addition to the login screen, the configuration screen has been updated to the Redwood User Experience. The Redwood Theme is also available for additional Android and iOS App screens including, Splash screen, Oracle Field Service ‘Instance’ screen, ‘About’ screen and ‘End User License’ screen.
Please be sure to check out the release readiness pages on Oracle.com for the complete details of all the exciting features delivered in 21B for both B2C Service and Oracle Field Service.
Oracle B2C Service and Field Service 21B Resources:
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Oracle B2C Service 21A
Oracle CX Service 21A Product Release Feature Highlights
The February 21A Release for B2C Service and Oracle Field Service delivers numerous new features and enhancements, including several exciting features requested by our customers.
Oracle B2C Service
The Browser User Interface adds several new enhancements to the Workspace, offering a more modern, intuitive and efficient experience, these enhancements include:
Desktop Automation, which adds the ability to configure a record to be forwarded as part of a workspace rule. As well as the ability to configure rules to trigger answer content.
The Enhanced Workspace Experience includes new field container, which delivers the new ‘inside’ label position in workspace layouts, this supports all field types including, text, date/time, menu, and integer. 21A also adds a Zoom Control, which allows the user to increase or decrease the thread view using the new Zoom Control on the thread toolbar ellipsis.
Also delivered in 21A for the Service Center is a new Unified Administration Experience Landing Page, this persist the admin landing page allows for convenient access to all the admin capabilities that are available in the Browser UI.
The View Image Attachments feature allows users to view an image without having to downloading them. This is available for both image and PDF files.
Other Service Center features include the Employee Collaboration Inlay within the browser UI which allows employees to collaborate with other co-workers. Also, agents now have the ability to View Earlier Historical Conversations within chat. With Transcript History agents can immediately see previous chat sessions within a live conversation.
Within Digital Customer Service 21A extends the routing guidance configuration feature to SMS. This has been a recurring feature request from many of our customers and now it’s available. Just Like routing guidance setup on other messaging channels.
Additionally, 21A adds several new inlays including.
- The Inlay File Transfer, enabling chat agents to upload files during a chat session which the end user can download in real time.
- The Multiple Inlay which is optimized to allow multiple inlays in one expandible “drawer mode” on a single site
New features added to Knowledge Advanced include Suppress Email Subscription Notifications, eliminating unnecessary subscription emails for minor article updates and Contextual Search Suggestions which offers pre-filter suggestions based on the product context of the page and helping to reduce customer effort by leveraging page context to improve findability.
In 21A we are excited to introduce the Redwood Theme in Intelligent Advisor. With the Redwood Theme Intelligent Advisor users get a consistent experience for interviews embedded within the latest Fusion agent UI and knowledge articles, or other Redwood-themed interfaces. Additionally, Intelligent Advisor adds a new adapter which saves attachments from interviews to any application via Oracle Integration Intelligent Advisor Adapter this supports all attachment types, including uploaded files, generated forms and signature images.
Oracle Field Service
The 21A release brings several key features to Oracle Field Service, including extending its Redwood Theme Support to the Redwood Experience. ‘Redwood’ has now become the main theme starting with 21A, and users have been migrated to this experience.
Additionally, there are several enhancements to the Assignment Assistant, which include Enhanced Flow of Direct Manual Assignment and Visit Support which unified the behavior of manual assigning work with both ‘drag and drop’ and the ‘Move’ link and observes resource restrictions when moving activities with ‘drag and drop’ this functionality which should Improve manual assignment process and Reduce number of mistakes.
And finally, for Field Service 21A adds some improvements to the Activity Booking functionality, including booking using quota by Intervals, Direct Assignment, and Recommendations, we are Introducing a new API to build external Activity Booking flows.
Please be sure to check out the release readiness pages on Oracle.com for the complete details of all the exciting features delivered in 21A for both B2C Service and Oracle Field Service.
Oracle B2C Service and Field Service 21A Resources:
Oracle B2C Service 20D
The November 20D Release, is packed full of exciting new features for both B2C Service and Oracle Field Service.
Oracle B2C Service
The 20D release delivers several customer requested features from the B2C Service Idea Lab. Some of those features included:
Workflow for Multiple Form Factors, making it easier for customers to migrate to BUI from .Net without having to create new workflows for BUI-specific workspaces and Maintains Context Across Complex Workflows which adds a new more intuitive and efficient workflow option to open in a sub tab, keeping new records in the context of the agent’s work process. Additionally, File Attachment Support for Chat has been delivered. Now, chat agents can send attachments directly to customer via the Chat Inlay.
We’ve also added another fun feature which delivers the ability to add Agent Avatars as part of Browser UI Personalization. 20D also brings better Mobile Responsiveness for Mobile Analytics, which automatically adjusts the display to fit size of any device and stack reports vertically for easier viewing.
In Digital Customer Service, we’ve delivered Rich Format Support for Messaging Applications providing a more interactive experience and increased channel engagement.
While we are continuing our development with Inlays, this release adds the Provide Chat Agents with User Context feature, now the value of the subject, first & last names, email, custom fields, product, category fields can be dynamically populated allowing for a greater understanding of the customer and of the possible context of the chat.
We are excited to deliver Answer Versioning to Knowledge Foundation for Browser UI. Answer versioning for KF was previously released in .Net and is now available in the Browser UI.
Also, in this release we are introducing Article Quality Index to Knowledge Advanced, Article Quality Index is an essential component of Knowledge Centered Service (KCS) but also enables organizations to have consistent quality metrics for rating the article quality and performance of those contributing.
Intelligent Advisor delivers several features and enhancements including the ability to Develop Decision Services in a Browser. Now business users can create and deploy decision-making services from any device. Also, IA now allows users to Anonymously Create Incidents on Existing Contacts. Interviews initiated by anonymous users can now be used to create new child records on an existing contact. And finally, in 20D we are introducing the Redwood Theme in Intelligent Advisor.
Oracle Field Service
The 20D release brings several key features to Oracle Field Service, including the introduction of the Automated Inventory Pick-up, with this feature, bulk routing may auto-create inventory pick-up activities to travel to and pick-up inventory from the nearest warehouse location.
As Oracle Field Service continues to move toward transitioning fully to the Core Application, numerous enhancements have been added in 20D. This includes Resource Tree improvements to hierarchy, navigation, and configuration, improvements to the usability of the Calendar, The Resource Info page has been upgraded allowing users to see the resource information page of users with the ‘Manager/Dispatcher/Admin’ role and finally, we’ve moved the ‘External Plugin’ option to the Main Menu so users can access this function quickly and easily.
In the 20C release, OFS introduced the Assignment Assistant, as we continue our iterative approach to enhancing this feature – we’ve added the following updates for 20D; Hint for Route Impact – displaying the time (work and travel) impact of assigning an activity.
The Timescale function allows users a better understanding what time an activity will start
activities that cannot be moved to a resource are now displayed in the ‘Non-movable’ section.
We’ve also added the History tab –which allows users a quick and easy way to assign activities to the same resource multiple times. This update will enable our users to better visualize and understand assignment impact when making manual assignment decisions.
And finally, Collaboration has gotten a full redesign, a new conversation icon allows users to start a 1:1 chat, group chats, broadcasts, as well as search who is nearby. In addition to this, all chats are consolidated into “panes.” You can also now Expand Collaboration to full screen and easily resize the window based on your preference. We’ve also enhanced Collaboration view for Mobile devices.
Please be sure to check out the release readiness pages on Oracle.com for the complete details of all the exciting features delivered in 20D for both B2C Service and Oracle Field Service.
Oracle B2C Service and Field Service 20D Resources:
Oracle B2C Service 20C
With the 20C Oracle B2C Service Release we continue to bring the Browser User Interface up to parity with .Net, enhancements include; the Standard Interaction Workspace which has been updated to contain a tab set that incorporates Incident View Control, Page Peek, and Visitor Browser History, the ability to multi-select attachments for deletion, and the Bookmark feature in Analytics which supports an option to bookmark the URL specific to the filter values that the user has specified.
Additionally, BUI Chat to Co-browse Escalation enables chat agents working on chat interactions to seamlessly invite the end user to a co-browse session with a single click. Once accepted, they are automatically connected into a co-browse session with the end user.
Also in 20C those using the Archived Incidents component in BUI, can now paginate the search results and view audit and transaction information on the archived incident details page.
20C brings some new capabilities to the Chat Inlay, administrators now have the ability to include a product and/or category selector on the launch form for the Chat Embedded Inlay. This allows end users to choose a product and/or a category when initiating a chat with an interface.
Knowledge Advanced adds the ability to filter Knowledge base search results using multiple products and categories. With this customer requested feature, Customer Portal users can select multiple products and categories to filter search results.
On that platform side, we’ve added enhancements to Element Manager; Customers can export and import additional elements related to business rules like answers, tasks, opportunities, and support rules with escalations. Customers can also view the progress of package creation during the export process and download the package later from the export page. Additional improvements include the ability to handle rollback in an efficient manner, enable and disable rules while importing, and overwrite rules.
The 20C Oracle B2C Service also release adds some Data Lifecycle Management enhancements, DLM administrators can create custom policies based on filter templates or based on a report. Administrators can also purge data in deleted record tables for incidents, contacts and sss_users, and view the status of enabled DLM policies on the respective policy page.
Oracle Field Service Management
The 20C release adds several key features to Oracle Field Service include the Redwood look and feel when using Oracle Field Service, providing a consistent Oracle experience. Also added is the Ability to Edit Fields in Activity Details Screen, with this feature users can now edit fields directly from the Activity Details screen, this provides a better user experience reducing the need to navigate to other screens when entering or updating important details of a service activity. 20C brings Improvements to Where is my Technician configuration, These additional configuration options allow companies to ensure customer and resource privacy. Links between segmentable activities support is also included, this feature allows users to link segment-able activities together, meaning the system now allows for linking a segment-able activity to another segment-able activity.
Additional features include, Routing Report Improvements, giving users the ability to better understand routing issues, work with activities within the report screen and improve overall usability and Assignment Assistant (formerly the Move screen) has some new functionality, including, the ability to visualize the activity position within the new route, view the impact of the move on the route and view idle time.
Oracle B2C Service and Oracle Field Service 20C Resources:
Oracle B2C Service 20B
With the May 20B Release comes several exciting new features for both Oracle B2C Service and Oracle Field Service.
In the 20B release, Oracle B2C Service will extend the basic Q&A feature found in the WeChat channel to include Facebook Messenger. This feature enables the administrator to setup basic Q&As to direct messages to the appropriate agent or queue. The Routing Question feature allow administrators to setup a simple question answer segment in a messaging channel to customer input.
Oracle continues to add features and enhancements to the Brower UI and in 20B some of these enhancements include Review Responses. With this feature, Agent Browser UI users can now expand variables in the thread before saving or sending a response. We have also improved the Chat Engagement Panel in the Agent Browser UI. This exciting new features include a modern, updated style, streamlined chat header, and a new service level warning so that agents can easily see when service levels are met or exceeded. Additionally, with this release we are delivering the Most Popular Chat Reports within the Browser User Interface. And speaking of fun exciting new features, this release adds Emojis to the Chat Compose Control in the Agent Browser UI. Agents can choose from a menu of smilies and emojis to add during a live Chat session.
Other important 20B delivered features include, the Knowledge Foundation Auto Save and Easy integration of auditable headless decision making with Decision reports for Determinations Batch REST APIs for Intelligent Advisor.
Finally for Oracle B2C Service the 20B release delivers new platform enhancements including support for the Answer, Task and Opportunity object in the Enhanced Business Rules User interface, which completes feature parity with legacy rules for these objects and offers a fresh new look of the Rules Editor on Browser UI.
Oracle Oracle B2C Service and Oracle Field Service 20B Resources:
Oracle B2C Service 20A
With the February 20A Release comes several exciting new features for both Oracle B2C Service and Oracle Field Service.
Oracle continues to add features and enhancements to the Browser UI. In 20A some of these enhancements include Workspaces Splitter and Flip Tile which offers agents more real estate when needed. Additionally, Agent Browser UI adds two new customer requested features, the ability to customize Browser UI branding with a Custom Logo, Favicon or Watermark, and also the ability to Preview Variables Before Sending.
Other important 20A delivered features include, the Knowledge Foundation Top Answers Inlay and New Live Experience (LX) integration with Oracle B2C Service. The new Top Answers Inlay lets Oracle B2C Service customers that use Knowledge Foundation (KF) access their knowledge articles from virtually anywhere by placing the KF inlay on any organizational web page without having to enter the customer portal pages. Integrating Live Experience Cloud with Oracle B2C Service now offers our customers the ability to deliver new modern digital & visual channels, including real-time, personalized and precise video engagement between company agents and end users.
Finally this release delivers some exciting pre-built integrations between Sales and Service as well as CDM and Service.
Oracle Field Service is also introducing some key features with 20A, including Links between Segmentable & Regular Activities, this new feature allows users to link segmentable (formerly multi-day) activities and regular duration activities. This allows for companies to help their customers better by supporting complex use cases and projects that require different durations and skill sets.
Also with 20A, Oracle Field Service users can draw a customer area on the route map around the desired service activities with the new Draw Polygon to Select Activities feature. This will then select all of the services activities within that designated area. When selected, users are able to see the details of all the activities and choose the ones that should be scheduled. Other highlights include, Links Disabled when Offline. This feature disables links (grays them out) that are only available when connected to a network. This feature is particularly helpful when mobile resources are in and out of spotty service. Allowing them to understand that certain functionality is only available while they have cellular service or are connected to WIFI.
Oracle B2C Service 20A Release Resources:
Oracle B2C Service 19D
With the November 19D Release, comes several exciting new features for Oracle B2C Service (Oracle B2C Service).
The 19D release provides several new enhancements and features to the Agent Browser User Interface including, new Workspace UX Options which allow administrators to create compelling workspaces with a modern UI. Additionally Agent Browser UI users can maximize the display size of workspace items such as threads, workspace reports, file attachment controls, time billed controls, and audit log controls to make these elements easier to interact with. The expanded control can be reduced back to its original size by clicking the maximize control again. The Opportunity Workspace is now supported in the Agent Browser UI.
In Digital Customer Service, Email Confirmation Loop has been delivered. This feature ensures that users actually own the email address they register with when asking a question or creating an account on Customer Portal pages. In Digital Customer Service we are delivering IOS Safari Support for Video Chat.
Smart Title Discovery is released in 19D for Knowledge Advanced. With this feature, search content processing evaluates PDF content to accurately determine the titles of PDF files.
A PHP Upgrade to 5.6.40 has been release in 19D as well.
Oracle B2C Service 19D Release Resources:
Oracle B2C Service 19C
With the August 19C Release, Oracle marks our 50th on-time quarterly release of Oracle B2C Service and with this comes several exciting new features for both Service and Field.
The 19C Service Cloud release provides several new enhancements and features to the Agent Browser User Interface including, Agent Browser UI Themes which enables users to a theme for different interfaces making it easy to identify which interface they are using. Additionally, in Digital Customer Service Video Chat has been expanded to our EMEA region and we've also delivered several enhancements to the newly released Chat Inlay.
In the 19C Service Cloud Release introduces a new AR Accelerator, with this accelerator Oracle has coupled the CX Service solution with Augmented reality (AR) and offers predefined integrations to Service Cloud data as well as Reference Architecture for customers and partners starting to build bespoke AR applications.
Oracle B2C Service 19C Release Resources: