Latest update to Oracle Service Cloud

Following the launch of the latest Oracle Service Cloud update, we’ve summarised the key features and what the changes mean for Oracle users.

Some of the most beneficial features are included in the knowledge management system, where content recommendation and improved reporting will help to ensure the quality of content. Interview analytics and relationship handling have also been improved.

SOCIAL SELF SERVICE

Rating Widgets

The rating widget has been updated to add both thumbs-up and thumbs-down ratings – this is an addition to the existing up-vote and 5-star rating options. Administrators now have an option to reset a rating. Policy automation has also been improved

Roll set callouts

This new functionality allows author roles to highlight content.

Organisations will, therefore, be able to emphasise community content written by users with special standing such as moderators or employees – this is done by posting a “submitted by moderator” style notification on the post.

Banner accessibility

The banner message has been modified to make it more accessible for users making use of assistive technology (green for success, yellow for a warning and red for an error.)

KNOWLEDGE MANAGEMENT (knowledge advanced)

Customer Portal – content recommendation

Users may now recommend new content or suggest changes to existing content in the knowledge base.

This feature is designed to help knowledge managers improve the quality of knowledge base content and gain insights into end user requirements.

Customer Portal – related answers

This functionality improves productivity by displaying answers similar to, or related to, the current answer being viewed. This can be manually configured by knowledge managers or automatically generated based on analytics.

Analytics – new dashboards and reports

New content and search analysis dashboards have been introduced. New standard reports have been added to assist knowledge managers in improving content. These include successful intents and most and least useful articles.

Analytics – changes to report filter names

Some report filter names have been changed so that report terminology is consistent, and so that reports can be grouped accurately within dashboards.

The renamed filters are:

  • Date Range, which is renamed to Date
  • Usage Date, which is renamed to Date
  • Answer Id, which is renamed to Answer ID

The reports that are affected by the name change are:

  • Answer Viewed by Category (Date Range renamed to Date)
  • Answer Viewed by Product (Date Range renamed to Date)
  • Article Incident Link Usage Date (Usage Date renamed to Date; Answer Id renamed to Answer ID)
  • Keyword Search (Date Range renamed to Date)
  • Intent Frequency (Date Range renamed to Date)

These changes will affect any custom code that calls any of these reports, and uses any of these filters in those calls. Customers who have created custom code that calls any of these reports using web services API must update their code to use the renamed filter names.

POLICY AUTOMATION

Interview analytics

Improvements have been made to the interview statistics within the policy automation hub – this allows the ability to see at a glance trends of the usage rates of each deployed interview.

This means authors can quickly detect changes in success rates as customer demographics or scenarios change.

Preset charts are now provided for useful information such as interview duration and screens visited. This can be used to optimise interviews and reduce abandonments and accelerate time to successful completion.

Omni-channel interviews

These can now be configured to behave differently for each Oracle Service Cloud user type. This enables you to, for example, provide agents with links to internal policy without compromising customer experience.

Enhanced relationship handling

Relationship handling has been enhanced to enable policy automation to be integrated with a wider variety of applications without customised connector development. These changes now allow you to:

  • Separate input and output entities in order to create data models that match the connect application’s schema.
  • Make decisions and calculations based on data shared across relationships.
  • Model policy or calculations that rely on inductive logic.

Rule Scripts

This new functionality has been added using industry-standard JavaScript to extend the capability of policy automation rules.

Each RuleScript works with the attributes, entities and relationships of the policy automation data model to make decisions and perform specialised calculations. These would generally be implemented by a partner or internal developer rather than a business user.

PLATFORM

Platform support

  • Net 4.6.1 is now supported on the agent desktop.
  • Google Chrome version 48 and lower is no longer supported across the product.
  • Mozilla Firefox version 44 and lower is no longer supported across the product.

Cryptography API expansion

Additional encryption and hashing algorithms are now supported including:

  • BlowFish
  • Supported modes: CBC, CFB, ECB, OFB
  • Supported key size values: Min (32 bit), Max (448 bit)
  • Padding Modes: PKCS7, NONE
  • Limitations: Supported key size for PKCS_V15 is 128 bit
  • SHA1, SHA256, MD5 (requires a request to be raised with Oracle)
  • Encoding modes: BASE64, NONE
  • Support includes chaining support to perform cascade encryption and streaming support to encrypt/decrypt or hash large volumes of data.

PHP upgrade

PHP is being upgraded to version 5.6.18. This will provide enhanced security to ensure compliance with industry standards and is feature rich to help write better and more stable code. Benchmarking has proved a roughly 60% increase in performance between PHP 5.3 and PHP 5.6.

OAUTH

Oracle Service Cloud is now able to validate OAUTH for secure data exchange with other customer experience apps using REST API and supporting multiple identity providers.

Optlist framework for accounts setup

Administrators can now add 100,000 staff accounts as the scaleability of the dropdown list has been improved.

INTERGRATION

Mobile accelerator

The mobile accelerator for the Oracle mobile application framework has been improved to add functionality to view, edit and create incidents, messages, tasks, contacts and organisations across multiple devices including iOS and Android. This also provides additional device capabilities like multi-window, s-pen, camera and barcode scanner.

Offline and device management capabilities can be provided by integrating MAF to mobile cloud services (MCS).

For more detailed information see here: http://www.oracle.com/webfolder/technetwork/tutorials/tutorial/cloud/service/aug16_service_wn.htm

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