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    Molly Ambrogi-Yanson
    Streamline Customer Service Experiences with Oracle Service...
    Entry posted August 8, 2017 by Molly Ambrogi-YansonRegular, last edited August 14, 2017 by Danette BealElite 
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    Streamline Customer Service Experiences with Oracle Service Cloud's August 2017 Release

    Release Header

    The new features and enhancements of the August 2017 Release empower Oracle Service Cloud and Oracle Field Service Cloud customers to streamline and simplify service experiences for agents and their customers. The Release adds new capabilities across the Oracle Service Cloud and Field Service Cloud solutions. Below you’ll find highlights of the Release and five short demo videos created by our senior product management team.

    Web Customer Service: This release continues to build out Community Self-Service, simplifying and enriching consumer tools for collaboration via a CKEditor, file attachments, and a Comment Widget. A new homepage ForumList Widget and additional sorting options for the QuestionList Widget will ease moderation for administrators.

    Cross Channel Contact Center: Various customer requested enhancements took center stage in this Release, including a simplified mailbox administration–particularly helpful for those with multiple language interfaces. Customers also drove enhancements to our Browser User Interface, such as the new Business Rules 2.0–a business rule editor that reduces maintenance time and improves administrator usability­. 

    Oracle Service Cloud Customers can now easily enable the Browser User Interface themselves with the configuration assistant, instead of having to submit a request to provision the interface on their site. In addition, users can leverage the configuration assistant to incorporate new enhancements rolled out recent Releases.

    Knowledge Management: New Knowledge Advanced capabilities enable customers to easily find answers across the knowledge base, external content, and uploaded documents (in all supported and six new additional languages). The Release also simplifies knowledge authoring for organizations with large numbers of products and categories in their taxonomy, and allows Customer Portal users to seamlessly access community knowledge alongside curated knowledge via a Community Self-Service Integration.

    Oracle Policy Automation: Additional features to Next Generation Interviews provide seamless guidance for customers even if they switch channels, and for field service agents, who can now meet compliance standards and administer mobile assessments while they are offline. A REST API for the Oracle Policy Automation Hub also makes it easier to automate certain tasks, like updating and activating policy models, as users move between development and production.

    Oracle Field Service Cloud: New functionalities allow Oracle Field Service Cloud customers to optimize their field operations and routing by defining time periods when work can be performed (for example, during a business’ hours of operation), by removing constraints around field technician work zones during urgent times (for example, in the event of a blackout), and by temporarily assigning personnel when needed. Additional improvements to the routing screen and the inclusion of Baidu Maps make it easier to configure routing profiles and plans.

    This Release also streamlines communications for all users, adding Collaboration as a message delivery channel to enhance field interactions, and letting Event API subscribers filter out irrelevant notifications to concentrate on pertinent information. Administrators can also incorporate Oracle Business Intelligence Cloud reports without toggling between two interfaces.

    Lastly, Field Service Cloud has been rebranded allowing users to have a consistent experience with other applications in Oracle’s CX portfolio.

    To learn more about the August 2017 Release features, and how to easily take advantage of the latest enhancements, check out these resources:

    Web Customer Service Highlights

    Contact Center Service Highlights

    Knowledge Highlights OPA Highlights Field Service Highlights
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