We hope everyone is doing great… 2025 is getting busier and busier…
We had an excellent and stable holiday season last year: 2024, our teams were on top of all services to ensure our customers had a great Thanksgiving and Year-end experience. Thank you, everyone, for the trust, support, and hard work. With that, we are on time for our 25A release. 🙂
We are very pleased to highlight a few features from our 25A release to everyone. Lots of great work was done by all our colleagues (One Oracle team) by collaborating with customers and partners. We are listening and delivering as per your requests. Our focus is on a customer-first mindset, collaborating better, realizing ROI, releasing innovations faster to market, and helping customers grow, modernize, and drive efficiencies with ROI through end-to-end automation.. #bettertogether…
We are calling this release “A Better Together Release“. Why? A key focus in 25A is: easily configurable business processes with our Oracle Marketing products, including Oracle Unity and Responsys. A truly connected experience between Marketing and Service is available now to serve your customers best. A summary of the features that are supported for each user persona is explained in this article.
Our features are always released based on the following personas, improving their experience and productivity:
- Administrator Experience
- Developer / Data Scientist Experience
- Customer Experience
- Agent, Supervisor / Employee Experience
I will highlight a few features in every persona just to give a heads-up. I am very glad to take any queries offline. 🙂
1. Administrator Experience:
Oracle Marketing: We have released a new module, “Oracle Marketing”, for Administrators to easily configure Oracle Unity and Oracle Responsys.
What is the value of this feature?: Leverage Unity AI attributes for the best customer experience via the “Unity Attributes Panel”. Service Cloud data (incidents, contacts, Prod/Category, Custom Objects, etc) are automatically pushed to Unity to calculate intelligent attributes. Responsys customers could leverage existing channel configuration to send Incident updates. For example, SMS updates to customers on incident updates…
PFA screenshot with “Unity Insights” enabled OOTB:
Knowledge Authors will have a new authoring editor (Oracle Rich Text Library) with newly added functionalities to assist them. Also, a new dashboard.. 🙂
Reports Management Module: Many customers asked for an easy way to manage “deferred reports”. This is now available in BUI, along with the essential statistics. PFB image.
Please let us know your comments/requirements on Administrators area. We are listening…
2. Developers Experience:
Data Management with Oracle Autonomous Database: This is our first release on moving data into an external Oracle Autonomous Database, which is available within your infrastructure. With a simple and easy configuration, you are all set to move the data to your warehouse.
Event Delivery Service, Service Health Metrics: We have been constantly enhancing these modules as per customer requests. Health metrics now support External Objects, error metrics, and latency information.
3. Agent, Supervisor and Employee Experience:
Bring Your Own LLM (BYOL) Support for Chat Suggestions and Translations: Chat Suggestions panel now supports BYOL AI models. Please look at below screen shot.
Another most requested feature in chat: Toast & Desktop Notifications are Configurable now. Please check out this doc for enabling the same.
Infolet Dashboards: We released “Service Overview and Agent Overview” Infolet dashboards late last year. In 25A, we released two more Infolet dashboards. Chat Agent Overview and Knowledge Overview.
Knowledge Overview Dashboard in BUI is given below for your quick reference.
Oracle Rich Text Editor for Incident Threads: Our new thread editor is now available from this release. This will allow agents to format text in varied ways to make the email threads easier to read and enhance the user experience. More details are here:
Where do we find more info?
What’s new detailed doc is here: 25A – What’s new?
Our product management team demonstrated a few features via the 25A Release Details CCC event, the recording can be found here
Wrapping up here, and for any questions, please feel free to reach out to Prabakar via prabakar.paulsami@oracle.com . OR you could reach us via ama_service_cloud_ww_grp@oracle.com. A special thanks to Srishti Sofat and team for their support in Unity and Responsys, “better together” use cases with value/ROI realization across Service and Marketing
Take care & Thank you.