The latest update of Oracle Service Cloud launched this week. We summarise the latest features and explain some of the extra benefits they offer.
Following on from our last guide, we’ve compiled a summary below of the most significant changes with this most recent update. The new Community Self Service platform is a significant development and allows customers to help each other whilst enabling organisations to directly access customer interactions to further understand their needs. It provides support to those most in need whilst others are served by the community.
Community Self Service
The Community Self Service feature replaces the Oracle Service Cloud Communities function. It’s a peer-to-peer question and answer application that further streamlines the customer journey and is fully integrated into the existing Customer Portal. It’s easier to deploy and the Customer Self Service knowledge base has expanded to include knowledge shared by other users, allowing them to interact with others in addition to requesting information from agents.
Community Self Service includes the following features:
Questions & Discussions:
A new ‘Question and Answer’ functionality, allows users to ask a question (which is very similar to the ‘Ask a Question’ function). However, questions will now be shared with others, giving Community Self Service users an option to respond to peers’ questions.
Questions can be categorised by product or service and the author of a question can select what they believe is the best answer. Questions can additionally be edited or deleted by the original author or a moderator.
Comments & Replies:
Community users are now able to write comments and responses to original questions.
Community Self Service allows users to rate questions and replies, effectively promoting comments they believe are useful.
Moderator privileges can be assigned to any community user, regardless of whether they are a user of the Agent Desktop or a part of your organisation. Moderators can interact with other users and edit, remove, suspend or delete user-generated content. Such permissions are highly configurable, enabling businesses to have multiple levels of moderation.
Fine grained access control (i.e. the ability to define and finely tune permissions within the community) is provided through the Access Control configuration.
Community Self Service Reports:
New Community Self Service reports have been created with the aim of providing users with information about elements such as question and comment activity, subscription and user registration and details.
API Support for Community Self Service:
New classes have been added to the Connect PHP API. Additionally, the Connect Knowledge API has been changed to give greater control over how knowledge content is searched, and what type of content is searched. This will now differentiate from standard answers and community content.
Message Templates Enhancements
In order to help customise and personalise administrator notifications, emails and contact emails, a number of features have been added to message templates. For example, contact emails have been now been re-organised into logical categories, making it significantly easier to find a template that’s suitable for your message.
Community Self Service Merge Fields
Social content can also be personalised by adding merge fields designed for us with Community Self Service, including social questions, author fields, sender name, email address, avatar and number of comments.
Incident Thread Merge Fields
The author email merge field can now be used to add the author’s email address to incident threads.
Agent Browser User Interface
Further enhancements have been made to the Agent Browser User Interface, enabling more chart types and search capabilities within analytics, an advanced knowledge base that offers a designated ‘answers tab’, in addition to support for uploading attachments by utilising standard text, enhanced incident forwarding, notifications and use of browser control within Workspaces.
Connect REST API
There are also further improvements to the REST API, including support for ROQL object and tabular queries, as well as adding new query parameters. These changes allow greater flexibility and refinement when carrying out searches through this API.
Oracle Policy Automation
Further enhancements have been made to Oracle’s Policy Automation. For example, a document can now be attached to an interview, auto-complete is available for field substitutions and Microsoft Excel can simplify reference data.
This function enhances Twitter’s new direct messaging policy, allowing you to message another Twitter user without having to ask them to follow you first. This speeds up social incident queuing, to result in timely responses.
This is just an overview of some of the latest updates, and is not intended to be exhaustive. If you have any queries or would like to know more, we’d be happy to help. Contact our team here.