TABLE OF CONTENTS - Oracle · During a bi-directional video chat, a small thumbnail video pane...

TABLE OF CONTENTS

UPDATE 19C ····························································································································································································································· 2 Revision History ····················································································································································································································· 2

Overview ····································································································································································································································· 2 Feature Summary ················································································································································································································· 3

Agent Browser Analytics ···························································································································································································· 5 Message Post Indicator ··················································································································································································· 5

Agent Browser Console ······························································································································································································ 6 Page Peek in Interaction WS ········································································································································································ 6

Agent Browser Knowledge ······················································································································································································· 9 Short Cuts on Answer Detail Page ···························································································································································· 9

Cache for Recommended Answers ························································································································································· 9 Display Linked Answers Icon ····································································································································································· 10

Agent Browser Workspaces ···················································································································································································· 12 Incident Thread Type Filtering ·································································································································································· 12

Digital Customer Service ·························································································································································································· 13 Chat Inlay Enhancements ············································································································································································· 13

Video Chat – Expansion to EMEA ···························································································································································· 13 Knowledge Management ························································································································································································· 14

Switch Locale on Answer Detail Page of Customer Portal ······································································································ 14 Platform ······························································································································································································································· 15

Augmented Reality Accelerator for CX Service ······························································································································ 15 Element Manager Enhancements ··························································································································································· 15

Policy Automation ········································································································································································································ 17 Update All Inclusions ······················································································································································································· 17

Policy Modeling Debugger Enhancement ········································································································································· 18 REST Integration Protocol for Interviews ··········································································································································· 18

Integration Cloud Service OPA Interview Adapter ······················································································································· 20

2

UPDATE 19C

REVISION HISTORY

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

Date Feature Notes

26 AUG 2019 Created initial document.

OVERVIEW

This guide outlines the information you need to know about new or improved functionality in Oracle Service Cloud and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable to begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.

For a listing of hardware and software requirements for Oracle products, log in to our support site and access .Answer ID 31

SECURITY & NEW FEATURES

We would like to remind you if your system has modified security structures you may need to advise your security administrator of new features.

GIVE US FEEDBACK

We welcome your comments and suggestions to improve the content. Please send us your feedback

https://cx.rightnow.com/app/answers/detail/a_id/31https://documentation.custhelp.com/ci/documents/detail/5/4/12

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FEATURE SUMMARY

Column Definitions:

Report = New or modified, Oracle-delivered, ready to run reports.UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.

Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.

Ready for Use by End Users (Feature Delivered Enabled)

Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features.

Customer Must Take Action before Use by End Users (Feature Delivered Disabled)

Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing.

Feature Report

UI or Process-Based:

Small Scale


Larger Scale*

Agent Browser Analytics

Message Post Indicator

Agent Browser Console

Page Peek in Interaction WS

Agent Browser Knowledge

Short Cuts on Answer Detail Page

Cache for Recommended Answers

Display Linked Answers Icon

Agent Browser Workspaces

Incident Thread Type Filtering

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Ready for Use by End Users (Feature Delivered Enabled)

Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features.

Customer Must Take Action before Use by End Users (Feature Delivered Disabled)

Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing.

Feature Report


Small Scale


Larger Scale*

Digital Customer Service

Chat Inlay Enhancements

Video Chat – Expansion to EMEA

Knowledge Management

Switch Locale on Answer Detail Page of Customer Portal

Platform

Augmented Reality Accelerator for CX Service

Element Manager Enhancements

Policy Automation

Update All Inclusions

Policy Modeling Debugger Enhancement

REST Integration Protocol for Interviews

Integration Cloud Service OPA Interview Adapter

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AGENT BROWSER ANALYTICS

MESSAGE POST INDICATOR

New functionality has been added to the Agent's Chat experience within the Browser User Interface, where chat messages that have not been delivered to the end-user are highlighted by the Message Post Indicator. Agents can now see the Message Post Indicator within the chat session, so they can easily see which messages were unable to reach the end user. This update should keep the Agent more informed if a network issue occurs.

Chat Message Post Indicator in Browser User Interface

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You don't need to do anything to enable this feature.

TIPS AND CONSIDERATIONS

This update is automatically available for Agents handling Chat sessions within the Browser User Interface.

ROLE INFORMATION

Roles that will utilize this feature:

Chat AgentSupervisor Agent

AGENT BROWSER CONSOLE

PAGE PEEK IN INTERACTION WS

The Page Peek control is now supported on the Interaction WS for chat in Agent Browser.

If the Engagement Engine is enabled, the Page Peek control can be added to the Interaction WS through the .NET Designer.

To add the Page Peek control:

Add a Tab Set control to the Interaction WS in the Designer. Tip: Delete the Incident View control when editing a standard workspace and then add the Tab Set. Then add the Incident View control to the first tab and rename the tab.

Add a Tab to the Tab Set and rename it to Page Peek. Drop the Page Peek control under the new tab.

STEPS TO ENABLE

7

Page Peek Control in Interaction WS Designer

The Page Peek control will now render in the Agent Browser UI.

8

1.

2.

3.

Page Peek in Agent Browser UI Runtime

STEPS TO ENABLE

To enable this feature you need to log a Service Request (SR).

Engagement Engine needs to be enabled

Please see Answer ID 6537 Getting Started Guide for Visitor Browser History and Page Peek

While the Interaction WS is open in the .NET Workspace Designer, Add the Page Peek control to a new tab

To add the Page Peek control:

Add a Tab Set control to the Interaction WS in the Designer. Tip: Delete the Incident View control when editing a standard workspace and then add the Tab Set. Then add the Incident View control to the first tab and rename the tab)

Add a Tab to the Tab Set and rename it to Page Peek. Drop the Page Peek control under the new tab.

In Agent Browser UI runtime, the agent will be able to access and utilize Page Peek


Answer ID 6537 Getting Started Guide for Visitor Browser History and Page Peek

https://cx.rightnow.com/app/answers/detail/a_id/6537

9

TIP: Delete the Incident View control when editing a standard workspace and then add the Tab Set. Then add the Incident View control to the first tab and rename the tab.

ROLE INFORMATION

If the Engagement Engine is not yet enabled please see steps to enable and getting started with Page Peek. A service request will be required.Once Engagement Engine is enabled and Page Peek is configured the administrator can add the Page Peek control to the Interaction Workspace.Agents will be able to utilize the Page Peek control in Agent Browser UI runtime.

AGENT BROWSER KNOWLEDGE

SHORT CUTS ON ANSWER DETAIL PAGE

Now short cut keys are supported on answer detail page.

The keys are:

Shift + K + L = For "add link'Shift + K + T = For "add Text'Shift + K + F = For Making an answer as FavoriteShift + K + F = For removing an answer from FavoritesShift + K + S = For subscribing to an answer.

STEPS TO ENABLE


CACHE FOR RECOMMENDED ANSWERS

Recommended Answers are not stored in cache so that it can be loaded faster when Agent switches between incidents repeatedly.

Have cache for recommended answers obliviates the need to make costly API calls. Henceforth, if an agent revisits an open incident, recommended answers for the same incident is loaded from Client side cache instead of making server side API calls.

Also, added 'Reset' icon that allows agents to brings answers directly from the server bypassing the cache.

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Reset Recommended Answers

STEPS TO ENABLE


DISPLAY LINKED ANSWERS ICON

Linked answers icon added to 'Recommended Answers' module and Answer detail page. The icon helps users identify the answers that are already linked to the incident without needing to go to a separate 'linked answers' module.

This improves efficiency of agents in linking answers to the incident and therefore there overall productivity.

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Icon Indicating Answers Linked to Current Incident in Context

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STEPS TO ENABLE


AGENT BROWSER WORKSPACES

INCIDENT THREAD TYPE FILTERING

The thread control within the incident workspace in Agent Browser UI now includes a 'filter' button where users can select which thread types are viewable.

STEPS TO ENABLE



This feature is available to all users who have permissions to view incident workspaces that include thread controls.

The feature provides functional parity with the thread filter control that's available for the .NET agent console.

When a user applies a filter, that filter will persist until it is changed by the user. When a filter is applied, the filter button will be highlighted in blue.

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KEY RESOURCES

Browser User Interface Documentation

DIGITAL CUSTOMER SERVICE

CHAT INLAY ENHANCEMENTS

In the 19C release, there are several enhancements to the Chat Inlay, including:

Customize strings and labels - You can use a configuration file to override the default strings and labels for all inlays.Define themes - You can easily define one of the 10 out-of-the-box themes.Offer surveys - We created a flexible structure that lets you offer a post-chat survey to your end-user.Modify pre-chat fields - You can use attributes to show or hide pre-chat fields and designate them as required or optional.Access documentation - Online documentation for chat inlays, including release notes, is updated with every release.Offer chat - We created a chat offer dialog within the embedded chat inlay so that you can offer chat to your end users without the need for the proactive chat inlay.Routing improvements - We added , and attributes to facilitate routing for product category queue IDthe chat server.

STEPS TO ENABLE


VIDEO CHAT – EXPANSION TO EMEA

Video chat is now enabled for Service Cloud customers in EMEA via our Frankfurt data center. We also made these improvements:

You and your customers can move, minimize, or restore the self-view video pane (small box) within the boundaries of the main video.

During a bi-directional video chat, a small thumbnail video pane (also known as self-view video pane) is embedded within the main video pane. You and your customer have the flexibility to simply click that thumbnail and drag this anywhere within or outside of the main video pane, to conform to your video display and viewing needs. Please note that the thumbnail video pane will not appear for a uni-directional video chat, i.e., one way video from you to your customer, or from your customer to you.

You and your customers can opt to disable the self-view window.

During a bi-directional video chat, you and your customer have the additional flexibility to disable video streaming to the other end, or keep video streaming enabled. This option is available by clicking the video icon that appears on the main video pane. As a result, the thumbnail video will automatically be hidden or shown, depending on whether your video streaming is disabled or enabled, so as to optimally manage the main video display space.

https://cx.rightnow.com/app/answers/detail/a_id/9026

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1. 2. 3.



Ensure that your video streaming setting is configured to Bi-directional Video in the administration console, to be able to see and experience the flexibility with the self-view thumbnail video pane.

KNOWLEDGE MANAGEMENT

SWITCH LOCALE ON ANSWER DETAIL PAGE OF CUSTOMER PORTAL

The feature allows users on customer portal to easily switch answer locale while viewing an answer. The feature introduces a new widget to the collection of Knowledge Advanced widgets. The widget is called okcsTranslatedAnswerSelector.

Users on Customer Portal will benefit from the feature as it will allow them to switch to translated locale of answer right from answer detail page. Previously, they could access translated locale (non-interface locale) answer only via search results.

Locale Selector Dropdown on Answer View Page

STEPS TO ENABLE

Access answer_view.php as CX admin in dev mode.Add the following line of code to the page :-Push the changes to production.

ROLE INFORMATION

Customer Portal Developer

STEPS TO ENABLE

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PLATFORM

AUGMENTED REALITY ACCELERATOR FOR CX SERVICE

Oracle views augmented reality (AR) as one component of next-generation user experiences through spatial computing. AR will provide visual interactive interfaces that are coupled with voice assistants, machine learning, and connected devices. Oracle is committed to enabling customers with the capabilities they need to leverage their investments in Oracle Cloud technologies and access to the rich data stored in Oracle applications. The Oracle AR accelerator provides the latest tools and samples for Oracle customers and systems integrators to implement next-generation solutions.

STEPS TO ENABLE

There is no need to enable a product feature to access or use the accelerator. The accelerator documentation on Oracle Technical Resources (OTN) outlines how to configure integrations and custom fields used by the example source code.


The following resources comprise the components of the Oracle AR Accelerator in its initial release:

Technical and implementation documentation (hosted on )Oracle Technical ResourcesiOS source code (hosted on GitHub)Oracle Integration Cloud Service (ICS) integration flows (hosted on GitHub)

You can access the Oracle AR Accelerator at https://github.com/oracle/ar-cx-accelerator.

KEY RESOURCES

Follow the documentation on Oracle Technical Resources to get started cloning the source code repository from GitHub and beginning your development process.

ELEMENT MANAGER ENHANCEMENTS

The Element Manager UI and Public API now supports message bases, configuration bases, standard texts and custom objects and attributes.

We also:

updated the UI.improved the dependency resolution.delivered faster export and import capability by allowing you to select less than 50 elements per package.made it possible to add permission assignments to relevant elements during the import stage of a workflow.extended the search capability. You can now search elements based on the name or other keyword during the package creation.

Element Manager automatically handles the dependencies between elements. This reduces the complexity, errors, cost, and time associated with migrating configurations from one site or interface to another.

https://www.oracle.com/technetwork/indexes/samplecode/accelerator-osvc-2525361.html

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The Element Manager Public API is in controlled availability and customers can request access to APIs through Oracle support.

STEPS TO ENABLE

You must perform these tasks for all profiles that will work with Element Manager:

Add Element Manager to the navigation set. The Element Manager component is found in .Components > Common

Grant the appropriate administrative permissions to access individual elements. See Element Manager for the supported element types and their required permissions.


Element Manager works only in the Agent Browser UI. If you try to access it from the Service Console, a message tells you that it is only available in the Agent Browser UI.

You need to have the appropriate profile permissions for the type of element you want to import or export.

Element Type Profile Permission Required

Add-ins and extensions Configuration

Configuration settings Configuration

Custom objects Object Designer

System attributes Object Designer

Navigation sets AdministrationAnalytics Administrator, if any of the navigation sets contain reports

Object event handlers Process Designer

Reports (including reports with scripts)

Analytics Administrator

Standard text, variables Business Process Settings

Message bases Configuration

Workspaces and workflows Workspace Designer

KEY RESOURCES

Element ManagerExport a PackageImport a Package

http://documentation.custhelp.com/euf/assets/devdocs/buiadmin/topicrefs/c_bui_Overview_Element_Manager.htmlhttp://documentation.custhelp.com/euf/assets/devdocs/buiadmin/topicrefs/c_bui_Overview_Element_Manager.htmlhttp://documentation.custhelp.com/euf/assets/devdocs/buiadmin/topicrefs/t_bui_Element_Manager_export_package.htmlhttp://documentation.custhelp.com/euf/assets/devdocs/buiadmin/topicrefs/t_bui_Element_Manager_import_package.html

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POLICY AUTOMATION

UPDATE ALL INCLUSIONS

The OPA inclusions capability allows rules, question screens, and other OPA assets to be shared between projects. This new feature will grab the latest version of every inclusion in a project in a single click. All changes will be automatically accepted and the user will be informed when the process is completed.

STEPS TO ENABLE



To use this feature in Policy Modeling, you click on the button in the view on the Project Update All InclusionsTab.

The Update All Button in the Inclusions View on the Project Tab in Oracle Policy Modeling

You can also update all inclusions using the Oracle Policy Modeling command-line build tool.

KEY RESOURCES

Update all inclusions for a projectBuild the policy model from the command-line

ROLE INFORMATION

Policy Author

http://documentation.custhelp.com/euf/assets/devdocs/unversioned/PolicyAutomation/en/Default.htm#Guides/Policy_Modeling_User_Guide/Inclusions/Update_inclusions_to_latest_version.htm#Update_allhttp://documentation.custhelp.com/euf/assets/devdocs/unversioned/PolicyAutomation/en/Default.htm#Guides/System_Administrator_Guide/Command_line_tools/Build_policy_model_from_command_line.htm

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POLICY MODELING DEBUGGER ENHANCEMENT

For customers using OPA in Batch mode, the Policy Modeling Debugger has been enhanced to import Batch Assess REST API request payloads (.json file). On load, the policy tester will be presented with a list of assessments in the batch file to choose from, and can then apply the rich testing capabilities already available in the Debugger for debugging issues in their batch assessments, including:

Reading decision reports to understand how a decision was reachedViewing what data was provided and which rules were invoked, andStreamlined creation of unit test cases

This feature enables policy testers to quickly find root cause of integration issues that are occurring such as incorrect or missing data being passed to OPA from other systems.

STEPS TO ENABLE



To use this feature in the Policy Modeling Debugger, click the button and browse to select the json Importfile which contains the saved data. Then select the case that you would like to load.

KEY RESOURCES

Import batch REST cases into the Debugger

ROLE INFORMATION

Policy Tester

REST INTEGRATION PROTOCOL FOR INTERVIEWS

The OPA generic integration protocol is a web service based integration protocol that allows different endpoints to be configured for each Load or Save operation needed by a deployed OPA interview. It uses the same OPA Hub REST APIs as used by the new Oracle Integration OPA interview adapter. The generic integration protocol:

Supports external tools that map the data model of an OPA deployment onto other application data models, for example, for loading and saving application data from an OPA interview. It does not require a specific connection to be chosen before the project is deployed.Ensures that business users can publish changes to deployments without changing existing externally managed mappings.Allows the providers of the different operation endpoints to reuse those endpoints across multiple policy models. Enables partners to build an adapter for a legacy on-premises application or for some third party middleware solution.

The high-level process of using the generic integration protocol is shown in the diagram below.

http://documentation.custhelp.com/euf/assets/devdocs/unversioned/PolicyAutomation/en/Default.htm#Guides/Developer_Guide/DeterminationsAPI/Automate_decisions/Import_batch_REST_cases_Debugger.htm

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A Diagram Showing How the Generic Integration Protocol Works for OPA Interviews

STEPS TO ENABLE

Review the REST service definition in the REST API guides, available from the > Oracle Help Center your apps > REST API. If you're new to Oracle's REST services you may want to begin with the service area of interest

Quick Start section.


This feature requires the creation of a generic integration protocol adapter.

NOTE: The generic integration protocol does not support the following features: attachments, audit reports, checkpoints, dynamic loading of data, translations and value lists.

KEY RESOURCES

Generic integration protocolUsing the Operations REST API

ROLE INFORMATION

Policy ModelerInterview DesignerProject AdministratorSystem Administrator

https://docs.oracle.com/en/http://documentation.custhelp.com/euf/assets/devdocs/unversioned/PolicyAutomation/en/Default.htm#Guides/Developer_Guide/Generic_integration_protocol/Generic_integration_protocol.htmhttps://docs.oracle.com/en/cloud/saas/service/19c/opawx/using-operations-rest-api.html

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INTEGRATION CLOUD SERVICE OPA INTERVIEW ADAPTER

The new Oracle Integration OPA interview adapter enables integrations to be developed in Oracle Integration that load and save the data needed by deployed OPA interviews. For example, an OPA interview that triages incidents that are associated with high value opportunities could, via an Oracle Integration integration:

Load data about an opportunity from Sales Cloud, and load related Incidents from Service Cloud, thenSave the results to Service Cloud and/or update information in Sales Cloud.

In particular, the Oracle Integration OPA interview adapter allows:

An interview designer to use Policy Modeling to specify the names and types of data needed by the OPA interview, without knowing which system or systems that data will be obtained from.

A deployment administrator to manage the Oracle Integration connection and deployment activation in Policy Automation Hub. The OPA interview adapter is able to connect with Policy Automation Hub to discover the list of deployed interviews, and the set of load and save operations they require.

A system integrator to choose from that list of operations, and define an integration in Oracle Integration that loads or saves the data for that operation from any applications using any of the mapping capabilities and other adapters that Oracle Integration provides. Mappings can be updated independently without modifying the deployed interviews.

A Diagram Explaining the Process of Using the Oracle Integration Cloud OPA Interview Adapter

This feature ensures agility by eliminating custom coded adapters and instead using Oracle Integration’s provided adapters, low code experience and support for one-to-many integrations.

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STEPS TO ENABLE

To enable this feature you need to log a Service Request (SR).


This version of the OPA adapter for Oracle Integration Cloud extends the previous capabilities that allowed headless (non-interview) based invocations of OPA without needing to write code.

NOTE: The OPA adapter for interviews does not support the following features: attachments, audit reports, checkpoints, dynamic loading of data, translations and value lists.

KEY RESOURCES

Use the OPA adapter for interviews

ROLE INFORMATION

Policy ModelerInterview DesignerProject AdministratorSystem Administrator

---

http://documentation.custhelp.com/euf/assets/devdocs/unversioned/PolicyAutomation/en/Default.htm#Guides/Developer_Guide/OPA_adapter_in_OIC/Use_OPA_Adapter_for_interviews.htm

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UPDATE 19CRevision HistoryOverviewFeature SummaryAgent Browser AnalyticsMessage Post Indicator

Agent Browser ConsolePage Peek in Interaction WS

Agent Browser KnowledgeShort Cuts on Answer Detail PageCache for Recommended AnswersDisplay Linked Answers Icon

Agent Browser WorkspacesIncident Thread Type Filtering

Digital Customer ServiceChat Inlay EnhancementsVideo Chat – Expansion to EMEA

Knowledge ManagementSwitch Locale on Answer Detail Page of Customer Portal

PlatformAugmented Reality Accelerator for CX ServiceElement Manager Enhancements

Policy AutomationUpdate All InclusionsPolicy Modeling Debugger EnhancementREST Integration Protocol for InterviewsIntegration Cloud Service OPA Interview Adapter

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