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  • Edson Junior
    Are You Ready for the Agent Browser UI? Take the Test.100%
    Entry posted Yesterday by Edson JuniorExpert, tagged Product / Product Release 

    As many of you already know, the Agent Browser User Interface (UI) is getting more robust with every release, and you don't need to wait until all of the features have been released to start your UI migration.

    Starting Your Migration to the Agent Browser UI

    Take a look at the 5 reasons why you should start using or at least testing the Agent Browser UI. In addition, early adoption can help you to learn the new concept and UI and inspire your team and agents to keep pushing the envelope on what's possible.

    Your organization can take a phased approach strategy by starting with agents who are ready to go. Here are a few insights from my experience working with customers and partners on how to get started with the Agent Browser UI.

    • Start with the supervisors, those who are running reports and primarily just updating incidents.
    • Most implementation adds agents to a single profile in Oracle Service Cloud, which results in a very complicated and convoluted profile with tons of workflows, add-ins, and others logics. You may have agents who don't need to be associated with this complex profile. Take a moment to review this approach, and unlock these agents who are ready to use Browser UI.
    • Add-ins are supported in the Agent Browser UI, so they shouldn’t be a roadblock. To get started, take a look at Agent Browser UI Extensibility Framework documentation and quick start guide. In working with customers, I notice that many customizations to over the product life, and you often don't have a chance to revisit them to determine which ones have been effective. I’d encourage you to embrace this as an opportunity to revisit your customizations and migrate only those who add value to the business.

    If you are using most of Oracle Service Cloud standard features, so what you are waiting for?

    Okay, but how do you know which agent is ready to begin though?

    Agents are associated with different profile, and profile includes the features they are allowed to use to perform their activities. With that said, you need to find which profile does not include any significant feature gap at this moment.

    In order to help you, we have released a Browser UI Readiness Assessment Tool to provide detailed insight into the current readiness of your Oracle Service Cloud site to adopt the Browser User Interface. As a result, this tool will tell you:

    • Summary from readiness assessment with % already using BUI and % of potentially BUI-Ready and they are not using.
    • Drill down the list of potential profiles BUI-Ready.
    • Profiles using workflow and they might have some gaps which don't allow them to start with BUI.
    • Profiles tied to an add-in, which requires add-in conversion.

    You might be ready for the Agent Browser UI, or you might be found a few gaps that can be easily worked around. The only way to answer this question is enabling Agent Browser UI and testing it; however, this report will give you a macro view where to start. Plus, there is a compiled list of tips you should consider in this journey.

    To find this tool, log into the Oracle Service Cloud Support site, go to “My Site Tools,” and look under ‘Additional Tools’ on the left-side-hand to find Browser UI Readiness Assessment Tools under Additional Tool.

    Step 1. Log into the Oracle Service Cloud Support site. Go to My Site Tools and pick 'Browser UI Readiness Assessment Tools' under Additional Tools.


    Step 2. Select Your Site > Click in Next


    Step 3. Report Results 

    We hope this helps your migration, and I am looking forward to seeing what you think of the Agent Browser UI.

    Your questions are welcome. And if you have started to use the Browser UI, please leave your comment with your insights and experience to inspire other partners and customer to join us in Browser UI.

  • Nate Hossner, Oracle
    What’s Waiting for You in Oracle Service Cloud 17D8100%
    Entry posted January 19, 2018 by Nate Hossner, OracleWhiz, tagged Product / Product Release 

    This my second blog post highlighting popular features in the newly available release. This time I’m talking about the 17D release which came out in November. Most Service Cloud users will be upgrading to 17D sometime in the next month or two.

    First off, you’ll notice the release name is different. That’s because Oracle is standardizing its naming convention and release cadence for all cloud applications. For Service Cloud, that means the release schedule will remain quarterly, but we’ll be calling the releases A, B, C, and D instead of February, May, August, and November. More on that here.

    Now let’s talk about some of the new features in 17D. I’ll highlight a few that we’re hearing customers ask about:

    17D contains the initial release of Element Manager, which allows admins to package, export, and import collections of reports, workspaces, workflows, and dashboards. In the past, it was only possible to import/export these items one by one. Element Manager allows admins to package these into groups and save a tremendous amount of time porting these items between test and production sites.  My hope is that the feature will eventually expand to include other objects that are difficult to port between sites. Note that this feature is only available through the Browser User Interface.

    Which leads me to my next item: Browser User Interface will be enabled for all sites upon upgrading to 17D! This doesn’t mean your agents will start using Browser User Interface; instead it means administrators have immediate ability to access Browser User Interface and make a determination about when and how to make it available to various agent user groups. Browser User Interface is under continuous development with new features released every week. See this link for a list of all the supported features in Browser User Interface, and keep in mind that improvements are coming rapidly.

    The last feature I’m highlighting the favorite of our upgrade team: File Sync. This feature solves a longstanding requirement to freeze custom code changes during an upgrade. For sites in the Auto Upgrade Program, that are upgrading to 17D, all custom files will be copied from the production site to the upgrade site approximately 8 hours before the upgrade cutover. This means admins can continue to make changes to custom files throughout an upgrade without losing those changes at cutover! Of course, this benefit cuts both ways: be careful not to make changes to custom code on the upgrade site as it will be overwritten by File Sync.

    For more documentation on 17D, take a look at the What’s New document and Release Resources.

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

    If you have other insights on 17D, or subjects that you'd like me to cover in future posts, I'd love to hear about them in the comments section.

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If you're managing, configuring and supporting the Oracle Service Cloud solution, this blog is for you!

We're dedicated to keeping you updated and inspired on Oracle Service Cloud. Find the information on new product releases, best practices, member spotlights, advice from other members, upcoming events and more. 

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About the Blog Authors

  • eleep
  • Kyle
  • Bishnu Paudel
  • Ryan Schofield
  • Suresh Thirukoti
  • Stephanie Kaleva
  • Bastiaan van der Kooij
  • Susie
  • Mark Kehoe
  • Danette Beal
  • Anuj Behl
  • Chaundera Wolfe
  • Kenny Tietz
  • Chris Warner
  • Sarah Tidd
  • Michelle Brusyo
  • Christine Skalkotos
  • Heike Lorenz
  • Edson Junior
  • Nate Hossner, Oracle