It’s been a few weeks since November was released and I am finally getting a chance to sit down and reflect on the new things I have seen! It is the final release of 2016 but it is not devoid of promising new features. As with any new release that comes there is a new tutorial that goes over the release highlights; you may want to review it as I will not go over every new feature: http://docs.oracle.com/cloud/latest/servicecs_gs/servicecs_videos.htm. Lots of things are changing with service cloud even the format of the documentation and where it is stored has changed. Slowly but surely all the old rightnow.com artifacts are migrating to docs.oracle.com with the rest of the other Oracle Cloud product documents. The end of an era is coming it seems.
Full release readiness document: http://www.oracle.com/webfolder/technetwork/tutorials/tutorial/cloud/service/nov16-service-wn.htm
This is a feature that I have been hearing about for 6 months or more and it is quite fun not to mention helpful. Sneak preview allows agents to see what a customer is typing before they hit submit. It is designed to enhance agent productivity and bring value to the contact center by decreasing handle times. Allowing the agent to see what the customer is typing ahead of time gives them the opportunity to formulate an answer faster, resulting in faster responses, and faster conversations.
The November 2016 release is a huge release for the Agent BUI. You will still need to request it to be enabled and your Oracle account manager can assist.
What’s under the Hood?
The engine has gone through an overhaul. Significant performance enhancements have been made to support high interactivity. In order to achieve this it has gone through an architectural change which now makes it one version that is compatible with versions of Oracle Service Cloud back to May 2015.
No this is not a bad episode of Seinfeld. The Agent BUI now comes with a broader range of analytics bells and whistles, including rollups, slicing, formatting options, calculations, sorting, hiding and new charts.
The UI theme has been updated for consistency across all Oracle Cloud portfolio applications like Sales Cloud. Now you can use the BUI extension framework through the Add-in manager and do not have to host customizations any longer.
Pass the Remote Control or change the channel
Live Chat is now a fully viable channel; contacts are automatically matched and the contact and chat workspaces are integrated.
This is one of the most exciting because it grows the user roles that can now start taking advantage of the Agent BUI and is that much closer to complete parity with the .Net client. Knowledge authors can now author and edit knowledge articles with a new HTML editor with HTML5 support.
Integration and IoT
Oracle Integration Cloud Service (ICS) is becoming the gold standard for integrations in and outside the Oracle Cloud. It has two new connectors between Oracle Service cloud and Oracle Marketing Cloud (Responsys & Eloqua). These pre-built and certified integrations provide a two-way synchronization that ensures data consistency. The configurable framework allows extension to other objects such as incidents. https://cloud.oracle.com/en_US/integration/features
A new Internet of Things (IoT) Accelerator which provides a bi-directional integration with Oracle IoT in now available. This Accelerator allows customers to enhance CX to interface with Internet of Things (IoT) so that events and alerts received from smart devices can be consumed and appropriate remedial action taken by agents within the Oracle Service Cloud desktop. The integration is using the ICS framework, thereby ensuring configurability, reliability and fault tolerance. Several initiatives leveraging ICS and IoT are being developed in the eVerge labs so stay tuned.
Oracle product webinars provide even more detailed information regarding this release and others. You can sign up here: http://bit.ly/OSVCexperts
SAVE THE DATE: Oracle Modern Service in Vegas!
April 25 – 27th, 2017 http://modernserviceexperience.oracle.com/
For more information on the November 2016 version including release notes, manuals, webcasts, tutorials and community posts. Please review at the official RightNow documentation overview page.
eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle Service Cloud and our other business solutions, contact us through at: firstname.lastname@example.org.
About the author: Rhianna Albert (Just Rhianna) Director of CX Solutions @ eVerge Group has a proven track record helping business improve customer experience, subscribes to the Roadmap to Modern, is an active member of the CX and Service Community. Follow on twitter: @just_rhianna