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What's Waiting in Oracle Service Cloud 18B Release for You

Daniel Foppen
CX Service Strategy

Oracle Service Cloud 18B release is now live and waiting for you! You'll find new functionalities and enhancements that empower our customers to streamline and simplify the service experience for agents and consumers.

The Oracle Service Cloud 18B Release includes some exciting new features including:

  • Virtual Assistant
  • XML sitemaps with the web collection crawling content processing function
  • An Integration Cloud Service OPA adapter
  • Service Cloud Platform including, Enhancements to SAML Single Logout, Incident Threads
    Masking, and Data Lifecycle Enhancements

To learn more, watch the Oracle Service Cloud 18B release video, Part I and 2.

Oracle Service Cloud 18B Release Video, Part I








Oracle Service Cloud 18B Release Video, Part 2

Oracle Service Cloud 18B Release Video, Part 1








Oracle Service Cloud 18B Release Resources

For more detailed information on these and a rest of the features in the 18B release please visit the resources below.

Leave a comment with what you're most excited using in Oracle Service Cloud 18B and how you're thinking about using it in your organization. We'd love to hear from you.


Join the discussion

Comments ( 15 )
  • Anuj Behl Thursday, May 24, 2018

    Daniel, thumbs up for the entertaining videos yes. Happy about 'the return of Virtual Assistant', would like to see this and other
    features in action.

    Would it be possible to share the ppt detailing the new features?

    I also noticed something called 'Incident Thread Masking - Phase II' in release document, could not find more details about the new features added. Any
    details would be appreciated.


  • Luuk Sunday, May 27, 2018

    I'm so excited about the data lifecycle management feature. This helps out a lot with
    the new privacy laws!

    Thumbs up for the video's

  • Ammar Aldaffaie Wednesday, June 6, 2018

    I'm so excited to try the chat virtual assistant. Daniel, this is amazing! and very
    nice video. Great Job!

  • Colby Ross Wednesday, June 6, 2018

    Great video! I am really excited about the data lifecycle management.

  • Ivan Abaitey Thursday, June 7, 2018

    Great video. I am excited about way virtual assistant is going to work.

  • Michael Locurcio Thursday, June 7, 2018

    Nice release! Glad to see some Idea Lab requests make it into the product!

  • Carl Elliott Wednesday, June 13, 2018

    Good to see the delete options for GDRP.

  • Larsson Monday, June 18, 2018

    Could you please tell me further details about the "Incident Thread Masking - Phase II" function?

    ​Whats the difference to the current Version?

    ​Is there any possibility to set certain trigger rules for the masking, like when
    the incident status gets switched to "solved"?

    ​Best regards

  • Andrew Wooster Friday, June 22, 2018

    Virtual Assistant looks awesome!

  • Thomas Erdahl Tuesday, June 26, 2018

    The word chatbot has been pretty hot at our organization lately so I'm really excited
    to see what Virtual Assistant can bring to the table when we do our next upgrade.

  • Justin Thursday, July 19, 2018

    Ive been waiting on the return of VA for ever

  • Simon Kilgarriff Tuesday, July 24, 2018

    Great stuff. Looking forward to using a lot of the new features.

  • JustRhianna Tuesday, July 24, 2018

    VA is reborn! SSO single logout enhancements. (We really need better documentation
    on SSO in the manuals) Multi-edit in Browser UI is pretty nice too. Now all we need
    is those default workspaces to change they are so 1999....

  • Jess Campbell Thursday, July 26, 2018

    Thanks for the chuckles.

  • Ralph Sunley Friday, July 27, 2018

    OPA escapes from the iframe - surely that is so much winning!

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