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    Nate Hossner, Oracle
    Answer Versioning and Other Highlights in Oracle Service...
    Entry posted April 30, 2018 by Nate Hossner, OracleWhiz, tagged Product / Product Release 
    2075 Views, 1 Comment
    Answer Versioning and Other Highlights in Oracle Service Cloud 18A

    I’m back from Modern Customer Experience in Chicago and the customers I met are really excited about Answer Versioning in 18A!

    In case you haven’t heard, Answer Versioning is available in 18A in Knowledge Foundation. It allows knowledge authors to draft and publish multiple versions of answers, compare them side-by-side and view historical and live versions of an answers. To enable this for your knowledge team, just add the Answer Versioning workspace elements to your answer workspace. Details here and video overview here and here.

    With about a quarter of our customers already using 18A, we’ve had some other feedback as well. Here’s some highlights:

    Bulk delete API for accounts and orgs. This is an extension of our recently released API capabilities which allow customers to efficiently destroy data that’s no longer needed. 18A enables bulk deletes of accounts and organizations. It also provides the flexibility to delete selective data based on custom ROQL queries.

    • Answer Editor. There’s a new text editor for knowledge authoring as well. This is the ‘CKEditor’ which is much more modern and cleaner than the editor Service Cloud has had for the last decade. You’ll see this as soon as you upgrade to 18A or higher. If your organization creates and edits a high volume of knowledge articles, or you have a heavy reliance on editing HTML in source mode, take some extra time to test before your upgrade and take a look at this Community Post which discusses some of the known defects and capability differences.

    • MySQL 5.7. Because this is an infrastructure change and not a product feature it will be rolled out separately from this product release as a series of infrastructure changes over the course of 2018 and maybe beyond. Keep your eyes out for a notification from Oracle about when your instance(s) of Service Cloud will be migrated to MySQL 5.7, and in the meantime, take a look at the differences between MySQL 5.1 and 5.7.

    • .NET upgrade. Okay, this isn’t live yet but rumor has it that Service Cloud will eventually require .NET 4.7.1 as the minimum version to install the Agent Desktop on your PC. This will likely take effect with 18D (November) so start planning your desktop upgrades now. In fact, you can start executing upgrades now because Service Cloud is supported on .NET 4.7.1 starting in 18A. Once details of the .NET requirement change are finalized, Oracle will be communicating them loudly and often.

    For more documentation on 18A, take a look at the Oracle Service Cloud 18A What's New and Oracle Service Cloud Release Readiness

    If you’re ready to make the move to the new release, make sure to check out our best practices for testing an update. You can use this link to request an update.



    • Nate Hossner, Oracle

      FYI that I'll be hosting my quarterly upgrade webinar on June 14 @ noon US Eastern. This is a chance to learn and ask questions about updating to the latest release of Service Cloud. Register here.