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Oracle Service Cloud Release Resources
Answer ID 7820   |   Last Review Date 05/18/2020

To help you prepare for a successful transition for our latest release, we are pleased to provide you a centralized view of what is included in the latest release and recent releases. 

Oracle Service Cloud and Oracle Field Service 20B Release is Now Live!

With the May 20B Release comes several exciting new features for both Oracle Service Cloud and Oracle Field Service.

In the 20B release, Oracle Service Cloud will extend the basic Q&A feature found in the WeChat channel to include Facebook Messenger. This feature enables the administrator to setup basic Q&As to direct messages to the appropriate agent or queue. The Routing Question feature allow administrators to setup a simple question answer segment in a messaging channel to customer input.

Oracle continues to add features and enhancements to the Brower UI and in 20B some of these enhancements include Review Responses. With this feature, Agent Browser UI users can now expand variables in the thread before saving or sending a response. We have also improved the Chat Engagement Panel in the Agent Browser UI. This exciting new features include a modern, updated style, streamlined chat header, and a new service level warning so that agents can easily see when service levels are met or exceeded.  Additionally, with this release we are delivering the Most Popular Chat Reports within the Browser User Interface. And speaking of fun exciting new features, this release adds Emojis to the Chat Compose Control in the Agent Browser UI. Agents can choose from a menu of smilies and emojis to add during a live Chat session. 

Other important 20B delivered features include, the Knowledge Foundation Auto Save and Easy integration of auditable headless decision making with Decision reports for Determinations Batch REST APIs for Intelligent Advisor. 

Finally for Oracle Service Cloud the 20B release delivers new platform enhancements including support for the Answer, Task and Opportunity object in the Enhanced Business Rules User interface, which completes feature parity with legacy rules for these objects and offers a fresh new look of the Rules Editor on Browser UI. 

Oracle Oracle Service Cloud and Oracle Field Service 20B Resources:

Oracle Service Cloud and Oracle Field Service 20B Release Overview Video
Oracle Service Cloud Release Readiness Assets


Recent Releases

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 Oracle Service Cloud 20A

With the February 20A Release comes several exciting new features for both Oracle Service Cloud and Oracle Field Service.

Oracle continues to add features and enhancements to the Browser UI. In 20A some of these enhancements include Workspaces Splitter and Flip Tile which offers agents more real estate when needed.  Additionally, Agent Browser UI adds two new customer requested features, the ability to customize Browser UI branding with a Custom Logo, Favicon or Watermark, and also the ability to Preview Variables Before Sending.

Other important 20A delivered features include, the Knowledge Foundation Top Answers Inlay and New Live Experience (LX) integration with Oracle Service Cloud. The new Top Answers Inlay lets Oracle Service Cloud customers that use Knowledge Foundation (KF) access their knowledge articles from virtually anywhere by placing the KF inlay on any organizational web page without having to enter the customer portal pages. Integrating Live Experience Cloud with Oracle Service Cloud now offers our customers the ability to deliver new modern digital & visual channels, including real-time, personalized and precise video engagement between company agents and end users.

Finally this release delivers some exciting pre-built integrations between Sales and Service as well as CDM and Service.

Oracle Field Service is also introducing some key features with 20A, including Links between Segmentable & Regular Activities, this new feature allows users to link segmentable (formerly multi-day) activities and regular duration activities. This allows for companies to help their customers better by supporting complex use cases and projects that require different durations and skill sets.

Also with 20A, Oracle Field Service users can draw a customer area on the route map around the desired service activities with the new Draw Polygon to Select Activities feature. This will then select all of the services activities within that designated area. When selected, users are able to see the details of all the activities and choose the ones that should be scheduled. Other highlights include, Links Disabled when Offline. This feature disables links (grays them out) that are only available when connected to a network. This feature is particularly helpful when mobile resources are in and out of spotty service. Allowing them to understand that certain functionality is only available while they have cellular service or are connected to WIFI.

Oracle Service Cloud 20A Release Resources:

Oracle Service Cloud 20A Release Overview Video  (coming soon)
Oracle Service Cloud Release Readiness Assets
Oracle Field Service Release Readiness Assets  

 Oracle Service Cloud 19D

With the November 19D Release, comes several exciting new features for Oracle Service Cloud (Oracle Service Cloud).

The 19D release provides several new enhancements and features to the Agent Browser User Interface including, new Workspace UX Options which allow administrators to create compelling workspaces with a modern UI.  Additionally Agent Browser UI users can maximize the display size of workspace items such as threads, workspace reports, file attachment controls, time billed controls, and audit log controls to make these elements easier to interact with. The expanded control can be reduced back to its original size by clicking the maximize control again.  The Opportunity Workspace is now supported in the Agent Browser UI.

In Digital Customer Service, Email Confirmation Loop has been delivered. This feature ensures that users actually own the email address they register with when asking a question or creating an account on Customer Portal pages. In Digital Customer Service we are delivering IOS Safari Support for Video Chat.

Smart Title Discovery is released in 19D for Knowledge Advanced. With this feature, search content processing evaluates PDF content to accurately determine the titles of PDF files.

A PHP Upgrade to 5.6.40 has been release in 19D as well.

Oracle Service Cloud 19D Release Resources:

Oracle Service Cloud 19D Release Overview Video  
Product Management Portal  (VPN Req'd)
Oracle Cloud Release Readiness Assets  

 Oracle Service Cloud 19C

With the August 19C Release, Oracle marks our 50th on-time quarterly release of Oracle Service Cloud and with this comes several exciting new features for both Service and Field.

The 19C Service Cloud release provides several new enhancements and features to the Agent Browser User Interface including, Agent Browser UI Themes which enables users to a theme for different interfaces making it easy to identify which interface they are using. Additionally, in Digital Customer Service Video Chat has been expanded to our EMEA region and we've also delivered several enhancements to the newly released Chat Inlay.

In the 19C Service Cloud Release introduces a new AR Accelerator, with this accelerator Oracle has coupled the CX Service solution with Augmented reality (AR) and offers predefined integrations to Service Cloud data as well as Reference Architecture for customers and partners starting to build bespoke AR applications.

Oracle Service Cloud 19C Release Resources:

Oracle Service Cloud 19D Release Overview Video  
Product Management Portal  
Oracle Cloud Release Readiness Customer Assets  

 Oracle Service Cloud 19B

With the May 19B release, we've added an exciting array of new features to both Service and Field Service. 

The 19B Service Cloud release provides several new enhancements and features to the Agent Browser User Interface including, Agent Browser UI Themes which enables users to select a color theme for the application background color, and the ability to upload multiple attachments to incidents. Now users of Agent Browser UI can upload multiple attachments at once to an incident rather than selecting attachments one by one.

The 19B Service Cloud Release introduces a new channel for customer interaction, Oracle Messaging. This new channel delivered through Oracle Service Cloud Chat, integrates FB messenger and WeChat into the Oracle Service Cloud Chat channel.*

Oracle Service Cloud Field Service is also introducing some key features with 19B. With this release customers can now integrate Oracle Digital Assistant (ODA) with Oracle Field Service Cloud and then host a ChatBot service at their company site. ODA is an environment for creating ChatBots and then deploying them on a channel of your choice. Using ChatBots helps you engage technicians in their day to day activities and allows them to work smarter and more productively. 

19B Oracle Field Service delivers, Departure Time on Landing Page, which displays the information related to the start of a working day. New data is provided in the Activate route section of the Landing page and is available for the current day until the route is activated, showing when the resource must leave their start location to arrive to their first activity.  Also, delivered in this 19B release is Required Inventory Improvements. Users can add, edit, and delete required inventory for activities in Oracle Field Service Cloud Core Application. You can also add required inventory from your Parts Catalog.

* This feature is currently on limited availability.

Oracle Service Cloud 19B Release Resources:

Oracle Service Cloud 19B Release Overview Video  
Oracle Field Service Cloud 19B Overview Video
Oracle Service Cloud 19B New Feature Summary & What’s New  
Oracle Field Service Cloud 19B New Feature Summary & What’s New
Oracle Service Cloud User Community 

 Oracle Service Cloud 19A

With the February 19A release, Oracle adds new features and enhancements to Oracle Service Cloud (OSvC) and Oracle Field Service (OFS).

With 19A Oracle is adding new enhancements to the Virtual Assistant, including a customer and partner facing Virtual Assistant UI to author complex and custom conversations also known as dialogs. As well as an enhancement which optimizes Natural Language Processing for each language and adds the ability for a single VA instance to support multiple languages.  This enables organizations to tailor their Virtual Assistant responses appropriately.

19A also delivers a dedicated Chat API for Intelligent Advisor, this Chat API enables conversational, personalized chat experiences that are easy to deliver and maintain. It is integrated out of the box with Intelligent Advisor and Service Cloud Chat, but could be leveraged with other chat-based interfaces, such as Oracle Digital Assistant.

Oracle Field Service cloud also delivers some cool features including the ability for field technicians to find Nearby Resources with Specific Inventory & Broadcast Message to specific users with the needed inventory.

These are just a few highlights of the 19A Oracle Service Cloud, and Oracle Field Service Cloud Release. Please visit the Cloud.Oracle.com Release Readiness page to read about all the features delivered in 19A.  

Oracle Service Cloud 19A Release Resources:

Oracle Service Cloud 19A Release Overview Video  
Oracle Service Cloud 19A New Feature Summary & What’s New  
Oracle Field Service Cloud 19A New Feature Summary & What’s New 

 Oracle Service Cloud 18D

With the November 18D release Oracle continues to add exciting new features and enhancement to Oracle Service Cloud (OSvC), and Oracle Field Service (OFS).

Oracle is excited to announce, Inlays. Inlays are next generation syndicated widgets for customer service pages.  What is truly exciting about Inlays is the ability for Oracle customers to place them on any corporate web page, without being required to use an underlying platform (i.e. Oracle customer portal pages). Additionally, Inlays are “persistent” which means, end users can continue to chat with an agent while browsing the corporate site. In future releases, Oracle will rollout additional Inlays for functionality such as knowledge articles, submitting service request, etc.

The 18D release also delivers some new customer driven enhancements to Intelligent Advisor, including File Upload Management and Web Service Connection Authentication, which allows client certificates to be uploaded to Intelligent Advisor Hub, and for Intelligent Advisor connections to be configured to present a specific certificate.

Some 18D Field Service feature highlights include, Goal Based Optimization in Routing, which enables users to choose specific optimization goals for routing plans and Activity Selection in Landing Page this new feature allows technicians to choose the first activity they want to start, when there is more than one activity assigned at the same location.

For more detailed information on these and the rest of the features in the 18D OSvC release, please visit the resources below.

Oracle Service Cloud 18D Release Resources

Oracle Service Cloud 18D Release Overview

Oracle Service Cloud 18D New Feature Summary & What's New

Oracle Field Service Cloud 18D New Feature Summary & What's New

 Oracle Service Cloud 18C

This latest release of Oracle Service Cloud includes new functionalities and enhancements that empower our customers to streamline and simplify the service experience for agents and consumers.

The 18C Release includes some exciting new features in Service Cloud including, Oracle Virtual Assistant Cloud Service, Suggested Search in Knowledge Advanced, Intelligent Advisor Enhancements, and several others in Platform.

As part of the 18C release new functionality was also delivered in Field Service Including, the Collaboration Helpdesk functionality for users of Oracle Field Service Cloud Mobility, Support of Contingent Workers, Mobility Improvements, API Updates, and many others.

For more detailed information on these and the rest of the features in the 18C release, please visit the resources below.

Oracle Service Cloud 18C Release Resources

Oracle Service Cloud 18C Release Overview

Oracle Service Cloud 18C New Feature Summary & What's New

Oracle Field Service Cloud 18C New Feature Summary & What's New

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