What does my organization need to know about the deprecation and removal of the Oracle Service Cloud Legacy Console?
This article pertains to both the Oracle Service Cloud Legacy Console and the Oracle Service Cloud Enhanced Console.
The Oracle Service Cloud Legacy Console was removed in the February 2017 release of the Oracle Service Cloud product. Sites that have not migrated from the Legacy Console will automatically be migrated to the Enhanced Service Console during the site update to the February 2017 release.
What is the alternative to the Legacy Console?
The Enhanced Service Console was introduced as part of the May 2014 release (community post: Agent Desktop and Configuration) of Oracle Service Cloud as the next generation of Service Cloud console. The Enhanced Service Console provides the ability for staff members to position UI controls to optimize screen layout and customize the agent desktop to suit their personal preferences. To see a demo of the Enhanced Service Console, click on this link The Enhanced Service Console Enablement demo.
How long will we have to use the Legacy Console?
The Oracle Service Cloud Legacy Console began its deprecation period on May 2014. Before the February 2017 release of the Oracle Service Cloud, sites that are using the Legacy Console are strongly encouraged to migrate to the Enhanced Service Console as soon as possible. Sites that have not migrated from the Legacy Console will automatically be migrated to the Enhanced Service Console during the site update to the February 2017 release. Defects will no longer be fixed in the Legacy Console.
How do I know if my organization is using the Legacy Console?
Here is a screen shot of both consoles. The one on the left is the Legacy Console and the one on the right is the Enhanced Console.
Click to enlarge image
Here are some additional tips to help distinguish between the Legacy and Enhanced Consoles:
How do I migrate users to the Enhanced Service Console?
Below are the different scenarios depending on your site:
- New sites implemented on May 2014 and newer releases already use the Enhanced Service Console. No change is needed.
- Sites without addins that update to November 2014 and newer releases will automatically have the Enhanced Consoled enabled on the target update version. No change is needed.
- Sites with addins that update to May 2014 and newer, from a release prior to May 2014, will have the Legacy Console enabled by default. Oracle recommends sites with addins complete the update with the Legacy Console first and then adopt the Enhanced Console on a per profile basis as a separate effort after the update project is complete.
- Sites with addins that update to the February 2017 will automatically be updated to the Enhanced Console enabled on the target update version. No change is needed.
Where can we ask questions about Legacy and Enhanced Service Consoles?
In addition to your account team, the Agent Desktop and Configuration forum in the Oracle Service Cloud Community is a great place for questions on all Oracle Service Cloud consoles and functionality.