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Oracle Service Cloud February
2015 Release – Capabilities &
Benefits
Oracle continues to empower its customers to deliver great customer
experiences with the February 2015 release of the Oracle Service Cloud.
This release contains key new social capabilities including Private Messaging
Support for Facebook, enabling customers with the option to respond
privately to messages sent to their company’s Facebook pages. Additionally,
Oracle Policy Automation will now be available on both the Apple App Store
and Google Play. This app makes it easy for mobile field agents to provide a
consistent online experience, even when no data connection is available.
New capabilities have also been added for the Contact Center, Cobrowse and
Platform areas of the Oracle Service Cloud.
KEY FEATURES
•
Private messaging support for
Facebook
•
Cobrowse Premium
•
Preview subject for message
templates
•
Proof notifications for Outreach
•
Browser based UI
•
Supporting IPv6
•
Incident archiving
Web Customer Service: Private Messaging Support for
Facebook
The February release adds enhancements to social support by giving companies a new
way to respond to messages sent to company Facebook pages. New features include:

Monitor & Respond to Facebook private messages

Transition between public & private Facebook channels within the same incident

Automatically append a customer’s private messages to the company as a
thread on the incident
Companies will now have the ability to exchange private information with customers
while staying within the Facebook channel. This update helps improve service
responsiveness by automatically updating an incident with consumer replies from both
KEY BENEFITS
public and private Facebook channels.
•
Boost contact center efficiency
•
Increase customer satisfaction
•
Improve service responsiveness
Web Customer Service: Mobile Compatibility for Integrated
Cobrowse
•
Selectively export archived incidents
The February release adds mobile compatibility for the integrated version of Oracle
•
Provide consistent offline decisions
Cobrowse. Now customers and agents can cobrowse from a mobile browser on any
device during a chat or voice interaction.
Contact Center: Service Email, Outreach & Feedback
Enhancements
In this release, new features have been added to the Service Cloud Contact Center
solution including, preview subject for message templates, proof notifications for
outreach/feedback and bounced incident response / audit log.
ORACLE DAT A SHEET
ORACLE SERVICE CLOUD
Oracle Service Cloud is part of the
market-leading Oracle Service Cloud
that offers an integrated approach to
customer experience. With Oracle
Service Cloud, you’ll be able to provide
a seamless customer experience in 33
languages across multiple touchpoints—
from your knowledge foundation and
contact center to your corporate Website
and social communities. Deliver
exceptional customer experiences that
put you head and shoulders above your
competitors.
With preview subject for message templates users can preview actual subject and
change preview record within any applicable message template to view the conditional
subject, based on details from the specific record. Previous versions required proof or
live send to view the subject of your message; now users no longer need to proof with
multiple records to test the subject line of your service emails.
With proof notifications for outreach/feedback notifications are sent to assigned
staffer once the proof recipient selects Approve or Reject for the message.
Bounced incident replies now have a more descriptive label / source in the audit log.
The February release will allow users to use the new source in reports, or in incident
rules to automate actions.
Contact Center: Agent Browser User Interface
The February 2015 release continues to add new capabilities to the Agent Browser User
RELAT ED PRODUCTS
The following related products are
available from Oracle:
•
Oracle Service Cloud Web Self
Service
Interface (currently still in preview*.) New, more advanced capabilities have been added
for managers and infrequent users, including Knowledge, Analytics, and Workspace
enhancements.
With the Agent Browser UI, users will now be able to easily access knowledge in the
•
Oracle Service Cloud Support
Community
context of an open incident as well as effortlessly share information with subject matter
•
Oracle Service Cloud Dynamic Agent
Desktop
dashboard will provide deeper data immersion for managers by allowing more than one
•
Oracle Service Cloud Feedback
allows tailored search options to meet users’ specific needs.
•
Oracle Service Cloud Service
Experience Platform
The Agent Browser UI is provided in addition to the existing smart client and mobile
•
Oracle Knowledge
•
Policy Automation Cloud
experts including the ability to forward and bookmark specific incidents. Analytics
report or chat to be placed on the same canvas. Additionally, configurable quick search
agent app.
* The Agent Browser UI is a preview edition being made available only on a limited basis for select Oracle
Service Cloud customers. In order to ensure that initial customers have a smooth, satisfactory
experience, Agent Browser UI instances are being released to approved customers based on production
availability, urgency, and other factors.
Contact Center: Incident Archiving Improvements
Oracle continues to enhance the Cross Channel Contact Center with improved incident
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archiving. As organizations grow so are our customer’s databases. Improvements in
Incident archiving provide customers more effective tools for managing database sizes.
With the February release customers can now selectively export archived incidents. As
a result of smaller database sizes, customers will see improved performance in
searching. Additionally, customers can now define custom thresholds for purging
incidents as well. These enhancements will provide better support for data retention
requirements with customer-configurable incident archiving and purge options.
As a result customers will see overall improved performance and the ability to process
30% more incidents.
Oracle Policy Automation for Service Cloud
The February 2015 release adds significant new functionality to Policy Automation for
mobile, integration and interviews. Oracle Policy Automation is now available on both
the Apple App Store and Google Play. This app makes it easy for your mobile field
agents to give advice that is completely consistent with your call center and online
experiences, even when no data connection is available.
This release strengthens the API with additional integration options. The new web
service provides a complete standards-based API for handling custom interview delivery
in the context of any application.
Interview appearance and usability enhancements have been added to increase
customer satisfaction.
Platform: Add-In Manager Enhancements
In this release, the Add-In Manager has been enhanced so that the User Interface
Ribbon bar can now advise users during an upgrade of appropriate actions. A warning
message and tooltips also inform users of an upgrade in progress and proactively
prevents deletion.
Platform: Supporting IPv6
Starting in the Feb 2015 release, the Oracle Service Cloud product suite will support
dual stack IPv4 and IPv6 protocols. It will be supported on all public interfaces, allowing
all internet devices to have access to Oracle Service Cloud resources. Customers
desiring to have IPv6 enabled can submit a service request to Technical Support
specifying the specific site(s) and interface(s) which are to be IPv6 enabled.
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