By: Christy Green On: December 06, 2018 In: Oracle, Service Cloud Comments: 0

Release 18D is packed with updates and offers next-generation, syndicated widgets for chat inlays. Check out the video and highlights below for the latest Oracle Service Cloud Release 18D updates.

Oracle Service Cloud Release 18D Highlights:

CHAT CONSUMER REST API

A REST based API is needed for building custom chat end-user applications. The Chat Consumer REST API provides application developers the ability to securely start a chat session and exchange messages with a Chat agent. The API can be used for building a custom chat end-user application which communicates with the Oracle Service Cloud Chat Server. The REST API will deliver the same functionality as the SOAP based Custom Chat Interface API.

CHAT INLAYS

With this release, Oracle Service Cloud delivers next-generation, syndicated widgets for chat inlays. Inlays are developed on modern technology and enable customers to place these inlays on any corporate web page, without being required to use an underlying platform such as Oracle customer portal pages. Inlays provide a better consumer experience as end users can now chat with an agent while continuing to browse the corporate site.

Proactive and embedded chat inlays enable syndicated chat via an agnostic platform when chat sessions are available or based upon user scenario.

Conditional Chat link enables true syndication allowing all customers of Oracle to provide a conditional chat link to any customer service product, including fusion products.

Video Chat Inlay – Video chat is becoming a popular channel for offering superior customer service and engaging interactions. In this release, Video Feed inlay now enables end-user chats via video feed during service interactions. End users engaged in chat will be offered (via chat agent) the ability to communicate via video feed, proving a more intimate integration between agent and customers.

PLATFORM

Bi-directional Integration Between Osvc And Srm (Ics And Bui Changes) – In the modern day paradigm of Social cloud/platforms, consumers often use social media as a platform to complain about the product and/or service on social applications (Facebook, Twitter, etc.) rather than reaching out to the company contact center. In many cases, agents do not have visibility into these complaints and hence they remain unresolved. This integration strives to address this shortcoming by automatically creating incidents in Oracle Service Cloud when Social Relation Management detects an adverse comment in a social platform.

ORACLE POLICY AUTOMATION

File Upload Management – The November Release continues to add features to enhance the customer and agent experience. For attachments, this feature allows interview designers to:

  • Give an upload control a specific name. For example, this allows the same subset of uploaded files to be shown and modified on a later interview screen.
  • Choose to which entity (i.e. object in the OPA data model) the control will associate the uploaded files. This makes it easy to upload the birth certificate of a parent and his/her children on a single OPA interview screen, for example, and to ensure they will be saved in the correct location in the connected application when the OPA interview is submitted.
  • Choose the maximum number of files to be uploaded for a particular control. Previously each control was unlimited in the number of files that could be attached. The most common request was to be able to set the maximum to 1 so that specific individual file types could be requested from the user.
  • Set the prefix that will be used for uploaded files. This will make it much easier for agents to find the uploaded attachment that contains the relevant content they are looking for, without relying on the end user to have used a meaningful name.

POLICY MODEL MANAGEMENT

This feature provides the ability to pin a project to simplify the desktop and mobile app lifecycle. Administrative users can manage a new policy model version available from the OPA. This allows the deployment of a new version of OPA projects at any time that works with desktop and mobile schedules.

WEB SERVICE CONNECTION AUTHENTICATION

This enhancement allows client certificates to be uploaded to OPA Hub and for OPA connections to be configured to present a particular certificate when they make calls to a customer’s web service connection. Client authentication (2-way SSL) will ensure that calls to these configured web service connector endpoints can only be performed by OPA site(s) to which the customer has explicitly granted permission (by uploading the client certificate).

KNOWLEDGE MANAGEMENT

Knowledge Management is essential for delivering exceptional customer experiences and increasing customer loyalty. In the contact center, empowered, efficient agents must have access to timely information when they need it. Customers expect to find answers to their questions quickly and easily, when and where they ask them. Oracle Service Cloud Knowledge Management provides a fully integrated knowledge management solution that delivers a seamless, consistent experience across all channels – from self-service and contact centers to communities and social sites.

CUSTOMER DRIVEN REPORTS (KA)

Segmenting analytics data by search and authoring information for both agents and end users provides customers with a better understanding of how end users are using knowledge. In this release, Oracle provides these reports out-of-the-box as canned reports. They are part of a set of reports requested by our Knowledge Advanced customers, and they satisfy KCS requirements by enabling knowledge administrators to view data by agents and end users for search and authoring information.

Let us know if you have any questions or would like some help implementing any of the new capabilities. Thanks for reading!

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