With the February 2017 release, Oracle Service Cloud brings several new, exciting features and enhancements to the solution. In this release, Experience Routing has been extended to all support channels including web, email, chat, and social. With Experience Routing, it is easier than ever to provide VIP service to your customers by allowing the assignment of incidents, web requests, and social requests to the best skilled agent.
Also new in the February release is our Widget Inspector. The Widget Inspector is an exciting new feature that enables web developers to access the administrative Customer Portal pages, inspect all the various widgets, and change them without having to touch any code!
In addition, the February release brings many new capabilities to the Oracle Field Service Cloud solution, which has a proven history of helping organizations improve service quality, empower field agents, boost service efficiency, and increase first-time fix. Now, with the February release, it is even easier to integrate using an out-of-the-box solution for end-to-end integration between Oracle Field Service Cloud and Oracle Service Cloud using Oracle Integration Cloud Service (ICS). This turn-key access jumpstarts integrations and allows users to control integrations with no programing requirements or experience.
Additionally, this release further extends the capabilities of field supervisors, taking another step toward completely optimized field service management without the need for centralized dispatch. Several updates to Oracle Field Service Cloud’s Routing Module were also included, enhancing immediate routing plans to offer a new activity assignment option that uses Oracle Field Service Cloud Collaboration to automatically broadcast the activity to matching resources.
The February 2017 release also introduces the concept of Organizations, which enables new functionality within Oracle Field Service Cloud specifically for Contractor Routing. This provides organizations a way to classify different operating units, divisions, and/or contractors working for the company.
Please check out the following links for more information on the new features and enhancements delivered in the February 2017 release. We strongly encourage our customers to take advantage of these latest enhancements by upgrading to the February 2017 release, now generally available.
February 2017 Release Resources