May 2015 Service Cloud in a Nutshell

Oracle Service Cloud: May 2015
The May 2015 release has arrived! It is the second release of the year and has four major new features/enhancements. As usual 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: https://cx.rightnow.com/app/answers/detail/a_id/7811
Single Sign-On for Third Party Identity Providers
In this release you no longer need to integrate Agent desktop for Single Sign-on now you can connect to third party identity providers. This allows for seamless connections between applications utilized by your call center agents. If you already own or are thinking about acquiring Oracle Sales cloud this will allow you to use Oracle Identity Management as the IDP as the two applications come with it when bundled. Also available now is Single log-out which will log agent out of the Service cloud , any other service providers that are connected to the IDP and the IDP itself.

sso

Connect REST API
The new REST API is something I have been hearing whispers about for a few years now and recently had the opportunity to see a demo from the Oracle Product Manager who “owns” this new feature. The REST API opens up a whole new realm of integration possibilities. To go hand in hand with the new API Oracle has come out with a new version of the Connect Common Object Model 1.3 which will allow synchronized metadata among PHP API, ROQL and Connect for Web Services. The full developer documentation can be reviewed for anyone interested here: http://documentation.custhelp.com/euf/assets/devdocs/may2015/Connect_REST_API/wwhelp/wwhimpl/js/html/wwhelp.htm#href=connect_rest_api.1.01.html

The launch URI to access the API is:

https://<your_site_interface>/services/rest/connect

Service Collaboration
Service collaboration has been enhanced to allow agents to get assistance from subject matter experts (SME) who are not users of agent desktop. Users such as product experts and analysts, can be brought in to answer questions or contribute to solving an incident.
If you configure collaboration, the External User check box displays on a tab in the Profiles editor. Users with an external profile can collaborate in conversations with agents, but are not charged as named users for licensing compliance purposes. This is a huge score especially for organizations who don’t want to give accounts to occasional or highly specialized users. External users can log in to the collaboration service via a web browser or supported mobile device, but cannot use the Service Console.
I recently did a 3 part fast cast series about modern service and all the features outlined here can help businesses get ahead if they are far enough along on the maturity curve and look at adopting them as part of their roadmap to modern.

Oracle will be doing a product release webinar Thursday May 28th which should provide even more detailed information regarding this release. You can sign up here: http://bit.ly/OSVCexperts

For more information on the May 2015 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 our website: cx@evergegroup.com
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About the author: Rhianna Albert (Just Rhianna) Director of CX Solutions @ eVerge Group has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating Service Cloud (RightNow) for eight years. Follow me on twitter: just_rhianna