We have marked yet another
successful quarterly product release. The May 2014 release of Oracle
Service Cloud (RightNow) delivers a broad range of improvements to Web Customer
Service, Cross-Channel Contact Center, and the Service Cloud Platform.
May 2014 Quarterly Release
information can be found by clicking the links below. Please take a few
minutes to familiarize yourself with the resources that are available to you.
In the May 2014 release
of Oracle Service Cloud we continue our commitment to improving and enhancing
the Oracle Service Cloud suite of applications in order to empower great
Customers will benefit from new Web
Customer Service features, including Experience Routing to provide the most
qualified resource to a given interaction, and an increase in the breadth of
Siebel Service with the ability to channel service requests through Customer
Portal. The Cross-Channel Contact Center has enhancements to multiple products
and features. The Agent Desktop delivers a more flexible and faster user
interface. You will have more access to the voice of the customer with
one-click configuration to enable Feedback for mobile devices, as well as
enhancements to Social Monitoring, and Search. On the Cloud Service
Platform, we are delivering advancements to improve performance and new APIs to
increase extensibility. A complete list of enhancements to Oracle
RightNow Service Cloud can be found in the May 2014 Release Notes.
WEB CUSTOMER SERVICE
Chat - Experience Routing
Increase customer satisfaction by
providing the most qualified resource to a given interaction. For agents,
maximize efficiency by aligning specific customer needs to their skills and
availability. Experience Routing identifies agent product skills, language
skills, and workload to optimize customer engagement and agent utilization.
Additionally, the Queue Affinity scheme enables you to designate primary agent
responsibilities, overflow coverage, and VIP queues without needing to make
changes in real-time. Experience Routing provides prioritization and assignment
control to meet business objectives.
Customer Portal - Self Service
Existing Siebel Service users extend
the breadth of the service experience to their customers through Web Customer
Service. In this release, end customers can create service requests in Siebel
Service from the “Ask a Question” page in the Customer Portal. Additionally,
Smart Assistant can be enabled to potentially resolve the customer’s service
request without an agent, before the service request ticket is created.
CROSS-CHANNEL CONTACT CENTER
Agent Desktop - Enhanced Smart
This enhanced user interface (UI)
provides agents with a highly flexible and faster desktop. Enhancements to
Smart Client add several new features, including an updated look and feel,
enhanced movable controls, and overall UI performance improvements. Now agents
can personalize their Smart Client experience with the ability to position UI
controls for their individual work preferences, such as drag and drop of select
side bar controls to the left or right side of the console. These movable
controls can also be undocked and arranged on another monitor for more
convenient use of monitor space. Additional functionality provides the
ability to anchor Quick Search and Recent Items to the bottom of the console.
This release also includes enhanced UI performance, delivering faster response
time and reduced memory consumption.
Social Monitor - Enhanced SRM
Increase your social responsiveness
with the native integration of Oracle Social Response Management (SRM) and
Oracle Service Cloud Social Monitor. In this release, you will gain the
ability to identify the severity of a customer issue and escalate more quickly
by leveraging SRM’s noise filtering and semantic analysis. Social Monitor
searches are executed every 5 minutes (previously 15 minutes). This allows
customers to meet their service level agreements (SLAs) for the social channel.
Additionally, Facebook “dark posts” and “unpublished posts” are now monitored
and agents can respond to comments on “dark posts”. On the agent desktop,
Twitter and Facebook responses are included in context of a service incident,
and service quality is ensured by way of automatic follow-up tracking as well
as the ability to trigger actions on any customer response to an incident.
Feedback - Mobile Optimized
Increase response rates by offering
a format automatically optimized for the device on which the survey is being
viewed. This new capability optimizes your survey for mobile by simply
selecting a checkbox. In the survey designer, you can choose to dynamically
display questions or content based on mobile detection. Additionally, survey
completion reporting is expanded to determine usage of your surveys from mobile
versus the standard desktop.
Analytics - Search Dialog
Empower your customers to
personalize their report’s search window layout to their unique preference.
This new functionality will allow console users to resize, reorder, and stack
filters, organizing them in the way that they find most useful. Formatting is
made easy with an intuitive design that simply leverages drop down menus as
well as drag and drop capabilities. With these Search Dialog enhancements,
users will save time by prioritizing filters of importance, having quicker and
easier selection of filter values, and retaining layouts for future use.
CLOUD SERVICE PLATFORM
Integration - ROQL Enhancements
Improve the functionality offered to
developers to build dynamic data integrations. In this release, you now
have the ability to discover object model meta data using ROQL queries.
This feature allows for developing low maintenance ‘metadata-driven’ cloud data
The Site Information Object, now
available through ROQL, includes the ability to retrieve data such as the CX
release information, supported API versions, and applied service packs on a
given Service Cloud instance. This enables developers to build integrations
that are adaptable across multiple CX versions.
Integration - Enhanced Public API
Support for Mailboxes
Enable email-based integrations or
incident forward customizations using information about mailboxes. Existing mailbox
objects have been enhanced to access additional attributes through public APIs.
This functionality provides the ability to determine the mailbox values for
from address, reply-to address, incoming/outgoing enabled, friendly from
address, mailbox type, and more.
Extensibility - Business Rules
Invoke Object Event Handlers
Extend the business rules framework
by leveraging object event handlers. Object event handlers are PHP scripts used
for custom business logic that can be associated with create, update and delete
operations on standard and custom business objects. This feature allows
customers to trigger those object event handlers via business rules.
Upgrades can be initiated online at http://cx.rightnow.com under
the My Site Tools section. We will engage with your customer to create
your upgrade plan, including development effort and timeline. And, we will do
everything we can to help facilitate a smooth, successful acceptance test and
upgrade. If your customer is interested in upgrading, please refer them
to these resources:
Oracle RightNow Cloud Service Upgrade Recording -
Navigate to Tab Upgrade
Documentation Link -
Navigate to Upgrade Guide section
We hope you are as impressed with
this great release for Service Cloud as we are. For more information contact: firstname.lastname@example.org
(Oracle Service Cloud Product Manager for EMEA)