What does the new Oracle Service Cloud update offer?

With the latest release of Oracle Service Cloud in the spotlight this week we summarise the new developments and explain the benefits.

shutterstock_282779717Providing an efficient and seamless customer experience is an inherent part of any customer service strategy. More businesses are investing in cloud-based software to transform the customer journey, analyse business performance and gain a clearer understanding of customer profiles.

Vendors are continually updating their offering, to offer increased service and meet customer needs, ultimately to improve the consumer experience. To that end, Oracles updated CRM platform contains some important enhancements including knowledge management, policy automation and field service management. Following on from our last guide, find below a summary of the latest updates:

Single sign-on support for external identity providers: Existing single sign-on functionality has been developed and now integrates seamlessly with Service Cloud. This allows for increased flexibility when enabling single sign on to Service Cloud and other applications such as Oracle Sales Cloud and Oracle Policy Automation. Additionally, the external identity provider login page can be embedded within the Service Cloud login window so users no longer need to go to an external page.

Connect REST API: A new REST (Representational State Transfer) web service has been released as an alternative to the existing SOAP web service, allowing for more lightweight integrations especially when working with platforms and languages other than NET and Java.

Connect Common Object Model (CCOM) version 1.3: Created to enable data access across all web services, the CCOM now has 15 new functions to synchronise metadata across the PHP, ROQL and SOAP web services (which now has operation specific metadata). And that’s not all. New blacklisting technology means suspect queries – those that can cause service lockups or significant loads – will no longer be immediately blocked, but rather highlighted for review for further action. But please note that all customisations or integrations using CCOM 1.2 now have 2 years to upgrade.

Service collaboration: Users can now be created within Service Cloud for access to Service Collaboration only and no Service Cloud licenses are needed. This is beneficial for organisations that want to contribute Subject Matter Experts (SMEs) to Service Cloud incidents without incurring significant costs.

New login content: The login window banner area now provides updated information on releases, webinars and events. Users are able to sign up for a newsletter or join a community, and as before, the content in this area can be customised to suit any organisation.

Oracle Policy Automation for mobile devices: Organisations can now upload policy models to the Oracle Policy Automation (OPA) mobile application, available from the Apple Store and Google Play. This allows for full, offline access via a mobile 24/7.

Incident thread masking: Additional checks have been added to the 13 and 14-digit masking logic within the Incident Thread Masking functionality so that it closely matches 13-digit (Visa) and 14-digit (Diners Club) credit card number patterns and reduces the likelihood of false matches.

Customer Portal Widgets: The following widgets have undergone the following changes:

Nano changes: A fully backwards, compatible change that is automatically applied

  • utils/CobrowsePremium

Minor changes: A small change that must be manually applied due to the conflict it could cause

  • input/BasicProductCategoryInput
  • knowledgebase/GuidedAssistant
  • notifications/ProdCatNotificationManager
  • output/FileListDisplay

Major changes: A large change that is not backwards compatible and must be manually applied

  • input/ProductCategoryInput
  • input/SmartAssistantDialog
  • search/ProductCategorySearchFilte

 Social media additions:


  • A new Social Monitor cloud results report column: The ‘Social Monitor by Search’, ‘Conversations by Channel’ and ‘Private Messages by Channel Account’ reports now have a new column called ‘Appended Incidents’. This column is hidden by default, but can be displayed through the ‘click to view’ function that provides access to a list of incidents that have either been manually or automatically updated. Each incident can be reviewed in detail, meaning problems can be solved efficiently.
  •  New Social Monitor configuration setting: A new configuration setting called ‘Social Monitor Conversation Tracking Deadline’ specifies the number of days the system will track a conversation for after an agent responds to a Social Monitor incident. Once the allocated timeframe is over, the conversation will no longer be tracked and responses will no longer be auto-appended as threads in the current incident.

If you would like to find out more about Oracle Service Cloud, please get in touch with our team here.

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