Oracle Service Cloud

What’s New in the November 2015 Release

November 2015

2

TABLE OF CONTENTS

REVISION HISTORY .............................................................................................................................................................. 3 OVERVIEW .......................................................................................................................................................................... 4 RELEASE FEATURE SUMMARY ............................................................................................................................................. 5 MAJOR NEW FEATURES ....................................................................................................................................................... 6

Analytics ............................................................................................................................................................... 6 Knowledge Advanced Analytics ......................................................................................................................................... 6 Knowledge Advanced Intent Builder .................................................................................................................................. 6 SAML Single Sign-on ........................................................................................................................................................... 7

ADDITIONAL NEW FEATURES AND OTHER CHANGES ........................................................................................................... 8 Oracle Service Cloud .......................................................................................................................................................... 8 Agent Browser UI ............................................................................................................................................................... 8 Analytics ............................................................................................................................................................................. 9 Service ................................................................................................................................................................................ 9 Knowledge Advanced....................................................................................................................................................... 10

Agent Desktop and Customer Portal Enhancements .................................................................................................. 10 Intelligent Search Enhancements ................................................................................................................................ 10 Knowledge Administration Enhancements ................................................................................................................. 10

Customer Portal ............................................................................................................................................................... 10 New Widgets ............................................................................................................................................................... 10 Widget Changes .......................................................................................................................................................... 10 Page Changes .............................................................................................................................................................. 12

Outreach and Feedback ................................................................................................................................................... 12

3

REVISION HISTORY

This document will continue to evolve as existing sections change and new information is added. All updates are logged below, with the most recent updates at the top.

Date What’s Changed Notes 19 NOV 2015 Initial Document Creation

4

OVERVIEW

Today’s consumers are empowered like no other time in history. Although they’ve always expected to be listened to, supported, and valued, never before have consumers had the tools at their disposal to ensure that their expectations become reality. Oracle Service Cloud, the customer experience suite, delivers comprehensive customer experience applications that drive revenue, increase efficiency, and build loyalty.

For a listing of the hardware and software requirements for all Oracle products, log in to our support site and access Answer ID 31. For information about upgrading from earlier versions, click the link for your specific upgrade path on the Upgrade Guides page.

5

RELEASE FEATURE SUMMARY

The table below offers a quick view of the actions required to enable each of the November 2015 features.

Action Required to Enable Feature

Feature

Automatically Available

End User Action

Required

Administrator Action

Required

Oracle Service Request Required

Major New Features

Analytics

Knowledge Advanced Analytics Knowledge Advanced Intent Builder SAML Single Sign-on Additional New Features and Other Changes

Oracle Service Cloud Agent Browser UI Analytics Service Knowledge Advanced Agent Desktop and Customer Portal Enhancements

Intelligent Search Enhancements Knowledge Administration Enhancements Customer Portal New Widgets Widget Changes Page Changes Outreach and Feedback

6

MAJOR NEW FEATURES

ANALYTICS

The November 2015 release of Oracle Service Cloud includes inline aggregate reporting. Inline reporting allows you to insert columns in custom reports to show aggregate information that cannot normally be displayed, due to restraints on database queries, such as the maximum join size. The aggregate data is compiled in a separate report, which is not shown to the user, and then pulled into the primary report. Consequently, the database query that would normally return the data in a single report, is divided into two queries from two reports.

Inline aggregate reporting should be used only when the query required to return data from a report would result in a Cartesian join between tables. A Cartesian join occurs when data is pulled from all rows in the tables required by the query and results in a large number of rows being accessed by the query. This feature should not be used when the report query uses only inner- or outer-joins.

KNOWLEDGE ADVANCED ANALYTICS

The November 2015 release includes additional packaged reports that help you analyze the effectiveness of your knowledge base content and Intelligent Search responses to users’ questions. Additional packaged reports include:

• Advanced Search Summary • Answers by Category • Answers by Product • Recent Questions • Keyword Searches

You can also generate requests to tune Intelligent Search directly from the Analytics application; selecting a question in the Advanced Search Summary automatically creates a tuning request in the Manage Search Query feature, which is also new in this release.

KNOWLEDGE ADVANCED INTENT BUILDER

This release introduces the Intent Builder, a new facility that associates users’ questions with specific knowledge base content. Analysts can use Intent Builder to match a model question to a specific knowledge base answer, so that the answer will always be the first available search result. Intent Builder uses Intelligent Search’s semantic processing to match all questions that have the same meaning, or intent, to the specified answer.

7

SAML SINGLE SIGN-ON

Several changes have been made to SAML single sign-on to make it easier to support multiple external IdPs and to manage certificates for those IdPs.

• Support for multiple active IdPs—You can now configure multiple active IdPs in the Single Sign-On Configurations editor. SAML tokens sent by any active IdP are accepted by Oracle Service Cloud, assuming the tokens contain valid information. If your site is configured to redirect agents to an external IdP for authentication, you specify which active IdP to use by selecting the Web SSO check box.

• Support for multiple subject types—Oracle Service Cloud now accepts additional subject types in SAML tokens sent by external IdPs. Previously, only login name could be used to verify users authenticated by an external IdP, now email and agent ID are also accepted. You specify the types using the new Subject Type drop-down menu available when you configure IdPs in the Single Sign-On Configurations editor.

• Certificate removal from IdPs—You can now remove certificates from IdPs config- ured in the Single Sign-On Configurations editor. Active IdPs must have at least one certificate, but you can remove all certificates from inactive IdPs. The ability to remove certificates helps you manage certificates that are expired or that are expire soon.

8

ADDITIONAL NEW FEATURES AND OTHER CHANGES

ORACLE SERVICE CLOUD

• Connect REST API—Connect REST API enhancements allow you to paginate and sort returned data, allowing much greater flexibility and refinement in searching resources. You can upload and download file attachments and execute Analytics reports.

• Custom objects—You can now create system attributes and custom object fields that use the Incident Queue and Chat Queue menus.

• Custom scripts for merge reports—Use the existing custom scripts capability in Analytics to further control the content displayed in your message templates. You can write your own PHP in a custom script for any report, and then add it to your message template using the Merge Report function. When the message is sent, the scripted content will be included.

NOTE: You must add a filter (leaving the Value field blank) on the record's primary ID; otherwise, the custom script will not execute.

• Truncation and ellipses support for incident thread properties—To help control the size of emails containing lengthy information, you can set character limits on your incident threads. Character limits truncate the text that displays in the email message. If the text length limit is exceeded, then you can append an ellipsis to the displayed text to indicate there is more to read. This feature is available in message templates and Out- reach and Feedback.

AGENT BROWSER UI

The November 2015 release includes the following enhancements to the Agent Browser UI.

• Co-browse with customers—When you are speaking with a customer by telephone, you can use the co-browse function to guide a customer through a web page using your mouse or other pointing device to demonstrate actions.

• Chat with customers—Agent Browser UI chat features now include: o Login to the chat function and set availability status. o Receive notifications of assigned chats and accept or decline them. o View chat messages in the chat transcript and compose chat messages. o Handle multiple chat sessions simultaneously and switch between chat sessions. o Transfer a chat back into the chat queue.

• Collaborate with others—You can now use Service Collaboration from the Agent Browser UI to help decrease agent response time to customers. From the incident workspace, you can create conversations with details of your findings and post ques- tions to other agents and subject matter experts.

• Workspace rules—Many workspace rule triggers, conditions, and actions are now supported, enabling you to use customized workspaces.

• Knowledge Advanced enhancements—Additional Knowledge Advanced features available in Agent Browser UI include:

9

o Create and manage knowledge articles. o Add knowledge articles as a link or text when responding to incidents. o Add or remove knowledge articles to or from a favorites list. o Display articles that are linked to the current incident using the Linked Articles tab on

the Tool Panel. o Display all of the articles that you have marked as favorites, using the Favorites tab on

the Tool Panel. o View an article in multiple languages.

• Enhanced incident message component—When sending an incident response, you can do the following: o Add CC and BCC recipients. o Attach and send new response attachments and existing incident attachments. o See a bounce message indicator in the response header when the response message

was not successfully sent. • Print records—You can print the details of incident, contact, organization, and task records

from the Action drop-down menu and the Quick Access Toolbar. You can also print using the Print button on the toolbar of the incident, contact, organization, and task relationship items workspaces.

• Social incident response—Using the appropriate social channel, agents can now respond to incidents that were created from customers' Twitter and Facebook posts.

• Proxy surveys—The Survey by Proxy control is now supported in incident, contact, and custom object workspaces, allowing agents to complete surveys on behalf of customers.

• Browser compatibility mode—The Browser Compatibility Mode button on the workspace designer ribbon has been replaced with a pop-up dialog window with a link to information on fields and items supported in workspaces for the Agent Browser UI.

• Browser extensibility—In the November 2015 release of Oracle Service Cloud, a new API has been created to let the Browser control access external web content. The Agent Browser UI Extensibility Framework allows you to write JavaScript code to read and write data to contact, incident, and organization records, and create UI mashups. By allowing tighter integrations, browser extensibility provides a more unified agent experience.

ANALYTICS

The Account Session History (account_session_history) table is now available for use in reports. This table stores information about logins and failed logins for the agent desktop and the Agent Browser UI.

SERVICE

• Incidents—In the November 2015 release of Oracle Service Cloud, you can now identify where an attachment was added to the incident message thread, including which files were sent in your response to a customer and which files were not sent. Files attached and sent in a response, now become permanently attached to the incident and also appear in the Attachments tab of the incident.

10

• Collaboration—API support for collaboration with Oracle Social Network has been enhanced. The new OsnRequest object for the Connect PHP API allows you to share incidents automatically, add people and groups to conversations, create conversations, post messages, and notify users when important business events are triggered in Oracle Service Cloud.

KNOWLEDGE ADVANCED

The November 2015 release includes additional Agent Desktop and Customer Portal, Intelli- gent Search, and knowledge administration enhancements to Knowledge Advanced.

AGENT DESKTOP AND CUSTOMER PORTAL ENHANCEMENTS

Agents and logged-in users can subscribe to answers and manage their subscriptions and rate and provide feedback on answers in Agent Desktop and Customer Portal. Agents can display recent searches in Agent Desktop and easily revise search criteria using a hotkey. Agent Desktop and Customer Portal now display URL answers.

INTELLIGENT SEARCH ENHANCEMENTS

Intelligent Search now automatically adds products in the Service Cloud Product hierarchy to its Dictionary, enabling better matches between questions and answers about specific prod- ucts. Knowledge Advanced automatically updates the Dictionary any time the Product hierarchy changes.

Intelligent Search also classifies and creates facets in search results based on the Product hierarchy, enabling users to easily filter search results based on products of interest.

KNOWLEDGE ADMINISTRATION ENHANCEMENTS

You can now immediately initiate content processing and indexing for content collections, specify UI display labels when you define or update a collection, and disable and delete collec- tions more easily.

CUSTOMER PORTAL

The November 2015 release of Oracle Service Cloud includes Customer Portal Framework Version 3.3.2. This nano version release is completely backward compatible with the previous Version 3.3 release.

NEW WIDGETS

New widgets in the November 2015 release include the following.

• okcs/OkcsAnswerNotificationManager • okcs/SubscriptionButton

WIDGET CHANGES

• Nano changes—In this version of the Customer Portal, nano changes were applied to the following widgets. A nano change is fully backward compatible and is applied automatically

11

to your widget files with no impact to your customer portal. To review the changes, go to the widget documentation page on the Customer Portal Administration site and read the changelog entry for the most recent version. o discussion/BestAnswerDisplay o discussion/QuestionComments o discussion/QuestionDetail o discussion/QuestionStatus o login/AccountDropdown o login/LoginDialog o moderation/ModerationDateFilter o moderation/ModerationInlineAction o okcs/AnswerContent o okcs/AnswerField o okcs/AnswerList o okcs/AnswerStatus o okcs/DocumentRating o okcs/Facet o okcs/SearchRating o okcs/SearchResult o okcs/LoadingIndicator o okcs/OkcsPagination o okcs/OkcsProductCategorySearchFilter o okcs/OkcsSimpleSearch o okcs/SearchResult o reports/BasicPaginator o reports/Grid o reports/Multiline o reports/Paginator o reports/ResultInfo o utils/CobrowsePremium

• Minor changes—In this version of the Customer Portal, minor changes were made to the following widgets. You can update your widgets to the latest version if you choose, but the change is not automatically applied. To review the changes to the widget, see the documentation page on the Customer Portal Administration site and read the chan- gelog entries for the most recent version. o chat/ChatLaunchButton o chat/VirtualAssistantFeedback o discussion/BestAnswerDisplay o discussion/QuestionComments o discussion/QuestionDetail o discussion/QuestionStatus o discussion/RecentlyAnsweredQuestions

12

o discussion/RecentlyAskedQuestions o discussion/RecentlyViewedContent o discussion/RelatedKnowledgebaseAnswers o feedback/AnswerFeedback o feedback/BasicAnswerFeedback o input/DateInput o input/PasswordInput o input/ProductCatalogInput o input/SelectionInput o input/TextInput o knowledgebase/RelatedAnswers o moderation/ModerationContentFlagFilter o moderation/ModerationDateFilter o moderation/ModerationFilterBreadcrumbs o moderation/ModerationStatusFilter o navigation/VisualProductCategorySelector o notifications/DiscussionSubscriptionIcon o reports/Paginator o search/ProductCategoryList o user/UserActivity o utils/PageSetSelector

PAGE CHANGES

Account Overview page—The Account Overview page has been redesigned and now includes sidebar links for other account management tasks.

OUTREACH AND FEEDBACK

Tie polling results to incident and chat records—When a polling survey widget is placed on a specific incident or chat session page within Customer Portal, the results from that poll are associated with the related incident or chat session ID. Poll submissions include the i_id or chat_id attribute in the Question Sessions (question_sessions) table. You can add survey response reports to your incident and chat workspaces to view related polling results.

IMPORTANT: This feature is available only if Customer Portal Framework, version 3.3 or later, is enabled.

---

13

Copyright © 2015, Oracle and/or its affiliates. All rights reserved.

This document is provided for information purposes only, and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document, and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission.

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group.