Daily CX updates for the Oracle EMEA CX partner community

Oracle RightNow Cloud Service (Oracle Service Cloud) August 2013 release

Richard Lefebvre
CX Partners programs Director

The August 2013 release of Oracle RightNow Cloud Service (Oracle Service Cloud) delivers a broad range of improvements to Web Customer Service, Cross Channel Contact Center, Knowledge Management, and Policy Automation. Further details on the August 2013 product release are provided below.


August 2013 Quarterly Release information can be found by clicking the links below. They include:

-       August 2013 Release Recording on Oracle University

-       August 2013 Capabilities and Benefits Data Sheet

-       August 2013 Documentation

-       August 2013 Tutorials

-       Intent Guide Upgrade

-       Learning Center - Release Readiness

-       Key Elements of the RightNow August 2013 Release

In the August 2013 release of Oracle RightNow Cloud Service we continue our commitment to improving and enhancing the Oracle RightNow application in order to empower great customer experiences. 

This latest release provides significant new features and capabilities in Oracle RightNow Cloud Service in the areas of web customer service, cross-channel contact center, knowledge management, policy automation and the service cloud.  In this release, customers will now have the unified power of Oracle ATG Web Commerce and Oracle RightNow Cloud Service to enable service organizations to create a seamless shopping experience.  A successful customer service experience provides the opportunity for customer service representatives to act as a trusted advisor and offer up-sell and cross-sell suggestions.  Oracle’s Policy Automation Cloud Service combined with Oracle RightNow Agent Desktop addresses the need to resolve complex decisions instantly and consistently.  And, with new functionality in the areas of knowledge at the point of need, personalized customer feedback interaction, and better understanding of your social customers, this release will empower greater customer satisfaction across both self and assisted service channels.

Cross-Channel Contact Center

·         Oracle ATG Web Commerce Agent Console Integration 

·         Mobile Agent App - Profiles, Search, Admin and Language Support 

·         Survey Enhancements

·         Analytics Enhancements 

Web Customer Service

·         Knowledge Syndication Enhancements 

·         Moderation and Permissioning

·         Social Monitor Enhancements 

Knowledge Management

·         SmartAssistant AutoTuner 

Policy Automation

·         Agent Desktop 

·         Responsive Interview Design 

·         Rule Assistant

·         Interview Debugger, Regression Testing and What-if Analysis 

Cloud Platform

·         Custom Process Models – Phase II 

·         Custom Configuration Settings & Localized Messages

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