Oracle Service Cloud May 2014 Release is available
By Richard Lefebvre-Oracle on May 22, 2014
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. They include:
- May 2014 Release Overview - Webcast Announcement - The replay will be made available for your consumption following the live webcast
- Capabilities and Benefits Data Sheet
- What's New
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 customer experiences.
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 for Siebel
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 Client
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 Integration
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 Surveys
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 Enhancements
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 integrations.
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:
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)