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Daily CX updates for the Oracle EMEA CX partner community

Oracle Service Cloud - 18C is live!

Richard Lefebvre
CX Partners programs Director

Oracle Service Cloud -- 18C is now live, bringing our customers new capabilities and giant steps forward in security, stability and scale!

For our customers who take advantage of the winning features of Knowledge Advanced, this release is something special. We've really raised the bar in knowledge analytics, we've added type-ahead knowledge search for an extreme jump in efficient access to most relevant articles, and we have made massive improvements to notification templates, adding editing capabilities and the ability to link articles or display full answers. Knowledge has never been more powerful!

Other exciting additions to the product include:

  • OPA Connections REST API: supports automation of hub actions like creation of application connections and certificate updates
  • Virtual Assistant Entities: allows recognition of variations on a concept as a single concept (e.g., "Android," "iPhone," "telephone" recognized as the "phone" entity)
  • Incident Thread Redaction: provides a mechanism for editing personal information (e.g. credit card numbers) out of threads, and adds auditing of thread viewers

Watch the Oracle Service Cloud’s 18C release video to learn more about the exciting new features!

Oracle Service Cloud Resources

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