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Oracle Service Cloud Deprecations
Answer ID 5974   |   Last Review Date 10/14/2019

What do I need to know about Oracle Service Cloud deprecations?

Environment

Deprecations of Oracle Service Cloud features/modules

Note: This answer applies to Oracle Service Cloud.  For information regarding deprecations in Oracle Field Service, refer to Answer ID 9376: Deprecations and Removals for Oracle Field Service..

Resolution:

Please see below for common Q&A about feature deprecations and scheduling.

What is deprecation?

Oracle Service Cloud defines ‘deprecation’ as a status where a technology or feature is being phased out of the product and its use is discouraged, often to allow an improved technology or feature to take its place.  The deprecation time period, typically 2 years (although extensions may be applied to specific product technologies/features), is the period from announced deprecation to removal of the feature from the product.  

What happens during deprecation?

During the deprecation period, the deprecated technology/feature is not available for purchase or new implementations. The deprecated item is not enhanced or changed during the period; support and documentation may be limited.  One or more replacement technologies/features are typically made available at the start of or during the deprecation period. The deprecation period is the best opportunity for sites to migrate off of the deprecated functionality to new or replacement functionality.  

How do I know if a deprecation is relevant to my site?

Site administrators should review relevant notices for all in-process and completed deprecations based upon the current release of their production site.  Information about migration and replacement technology/feature is provided in a related answer where available.  Additional information about migration is available in the Upgrade Guides.  These are available in the Documentation Overview answers for each version.

In-Progress Deprecations

These features are within the 2-year deprecation period and will be removed in a future release.  You should begin migration efforts to the replacement technology/feature as soon as possible.

Deprecation Release and Feature Area
 Deprecation Begins  Feature Area  Additional Information
 August 2019  Customer Portal  Customer Portal 3.3, 3.4 and 3.5 have been deprecated as of August 2019
 August 2017  Social  Oracle Service Cloud Social Monitor deprecation begins of August 2017
 August 2017  Outreach  Oracle Service Cloud Offer Advisor deprecation begins as of August 2017
 May 2017  Mobile Agent App  Oracle Service Cloud Mobile Agent App (TAP) is deprecated as of May 2017
 May 2016  Customer Portal  Deprecation period begins for Version 3.0, 3.1, 3.2 of Customer Portal
 Note: Although CPv2 and CPv3.X have been deprecated, no version of CP has been scheduled for removal yet.
 August 2015  Community  Oracle Service Cloud Community deprecation begins August 31, 2015
 November 2014  Cobrowse  Deprecation of Cobrowse Version 1 and Link Widgets - CP2, CP3.0 and CP 3.1
 November 2012  Customer Portal  Deprecation period begins for Version 2 of Customer Portal
 February 2012  CCOM  Deprecation period begins for Version 1.1 of Connect Common Object Model (CCOM)
 May 2011  CCOM  Deprecation period begins for Version 1.0 of Connect Common Object Model (CCOM)


Completed Removals

These features are no longer available after the release noted below.  You must begin migration efforts to the replacement technology/feature before your next scheduled update.

Deprecation Removal and Feature Area
 Removal  Feature Area  Additional Information
 19D  PHP Mail Files  Mail Files deprecation begins August 19, 2013 (a.k.a. mail scripts)
 February 2017   Agent Console  Oracle Service Cloud Legacy Console removed
 February 2017   Accessibility Interface  Oracle Service Cloud Accessibility Interface deprecation
 November 2015   RightNow ODBC  Deprecation period ends for RightNow ODBC export
 November 2012   XML API and CDI  Deprecation period ends for XML API and CDI
 February 2016   WAP  Deprecation period ends for WAP
 November 2011  Incident Thread Control  Deprecation period begins for v1 of Incident Thread Control 
 (also referred to as the 'Plain-Text Incident Thread Control')
 May 2011   Direct SQL and IAPI  Deprecation period ends for Direct SQL and IAPI
 November 2010   Classic Enduser Pages  Deprecation period ends for Classic End User Pages



How can I stay informed of Oracle Service Cloud Deprecations?

All deprecations are announced through the Service Update Notification Console, the Oracle Cloud Customer Connect and direct communications to administrators of affected sites.  To receive automatic updates about Oracle Service Cloud deprecations, site administrators are also encouraged to subscribe to this Answer by selecting the ‘Notify Me’ option (appears to the right, below Related Answers listing).