Oracle Service Cloud (RightNow) February 2014 Release is Generally Available

The February 2014 release of Oracle Service Cloud (RightNow) delivers a broad range of improvements to Cross Channel Contact Center, Web Customer Service, Policy Automation, and the Service Cloud Platform. 

Release Resources

Key Elements of the Oracle Service Cloud February 2014 Release

In the February 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. 

Organizations will benefit from several new Web Customer Service features including additions to Virtual Assistant, a break-though application that provides pro-active interactions that humanize the self-service experience. Enhancements to the Mobile Agent App further empower service organizations to adapt and customize the mobile experience to their unique mobile requirements, and additional functionality has been added to the Cross-Channel Contact Center to improve administration, information access and agent user experience.  Policy Automation adds functionality to further simplify and streamline the policy automation process as well as increases language support.  And, we continue to provide high value APIs, integration, and extensibility capabilities.

Cross-Channel Contact Center

  • Mobile Agent App
  • Asset and Product Registration
  • Web Accessibility for Feedback
  • Report Delivery Option
  • Microsoft Outlook Integration

Web Customer Service

  • Feedback Reports for Virtual Assistant
  • Virtual Assistant Extension of Interface Functionality
  • Community Search Experience
  • Dynamic Form API in Customer Portal

Policy Automation

  • Interview Refinements
  • Enhanced Agent Desktop Capabilities
  • Improved Rule Navigation
  • New Reusable Sample Projects
  • More Language Parsers

Service Cloud Platform

  • PHP and SOAP File Attachment Sharing APIs
  • Assets Support in APIs and ROQL Enhancements

A complete list of enhancements to Oracle RightNow Cloud Service can be found in the November 2013 Release Notes. In order to receive release announcements on a regular basis, it is recommended that customers and partners subscribe to the News and Announcements discussion forum on the RightNow Community. 

New Training

RightNow Social Monitor Administration Collection

This collection of free, on-demand eLearning modules covers the basics of configuring and using RightNow Social Monitor for administrators. This series covers the following topics:

  • RightNow Social Monitor: Social Monitor Overview
  • RightNow Social Monitor Administration: Editing Search Schedules
  • RightNow Social Monitor Administration: Subscribing to an RSS Search
  • RightNow Social Monitor Administration: Creating Topic Monitoring Themes

Click here to access these courses.

RightNow Social Monitor User Collection

This collection of free, on-demand eLearning modules covers the basic set-up and configuration tasks for RightNow Social Experience community administrators. This series covers the following topics:

  • RightNow Social Monitor: Social Monitor Overview
  • RightNow Social Monitor User: Performing Searches
  • RightNow Social Monitor User: Adding the ChannelUsernames Field to Contact Records
  • RightNow Social Monitor User: Responding to Incidents
Click here to access these courses. 

Upgrading

If your customer is interested in upgrading, please refer them to these resources:

Upgrades can be initiated online at http://cx.rightnow.com under the My Site Tools section.

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