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Oracle B2C Service and OFS Release Resources
Answer ID 7820   |   Last Review Date 02/22/2022

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 B2C Service and Oracle Field Service 22A Release is Now Live!

 

Oracle CX Service 22A Product Release Feature Highlights

The February 22A Release for B2C Service and Oracle Field Service delivers numerous new features and enhancements, including several exciting customer requested features.  

  • Oracle B2C Service
    • With 22A customers can publish B2C Service Incidents into CX Unity through an integration between B2C Service and CX Unity, CX Unity is Oracle’s cloud-based platform used to capture all our customer’s engagements with their customers and it is now integrated into B2C Service Brower User Interface to allow a full 360 view of the customer.
    • 22A delivers several new enhancements for Intra Chat including, Routing flexibility for Intra Chat. With this feature admins can configure the Intra Chat inlay to include supporting fields from Contact, Incident, and custom fields. Additionally, admins can Set the counter for Chat Wrap Up Timer this allows agents time to complete any post-chat tasks before automatically receiving the next chat request.
    • Also delivered in 22A for Intra Chat, is the ability to choose rich text or plain text when responding to customers. We’ve also added Personalize Chat Sounds, so now chat agents can be alerted with a personalized sound when there is a new message.
    • We are excited to announce this next customer requested feature, Asset Management within Knowledge Foundation. Asset Management is now available through a new seamless integration with Oracle Content Management, allowing authors to upload images and other assets to OCM, then include those assets in Knowledge Foundation answers as either embedded objects or links.
    • Intelligent Advisor offers the ability to compare and merge project versions. Authors can now compare current projects within Policy Modeling to other local development versions or within the Intelligent Advisor Hub and merge any change into the local project.
 
  • Oracle Fusion Field Service
    • Improvements have been made to the Oracle Field Service Main Menu navigation, now the Main Menu bar is always visible on the left side of the page when you open Oracle Field Service on a large screen (above 1440 pixels). It contains only icons, and you can expand it to show both icons and text through a hamburger menu.
    • Set Default work zone for resources, starting with Update 22A, when you add a work zone to a resource, you can select it from the work zones that are default to the resource's bucket or organization unit.
    • Add Install Require Inventory to Workflow Manager, with this release you can add the installation of required inventory as a Workflow step. The application checks whether all the required inventory items are installed and shows the corresponding step within the Workflow as completed.
    • Dataset transfer between instances Enhancements, export and import multiple forms and plug-ins simultaneously between instances.
    • Enable Knowledge Management natively, with 22A, admins can enable Oracle Knowledge Management within Oracle Field Service, so that users can access Knowledge articles from Oracle Knowledge Management. With this integration a technician can access the most relevant information related to the job they are working on and complete the job efficiently. 
    • Use Machine Learning to suggest optimal value of routing plan run time. With the 22A release the application uses Machine Learning to enable users with suggestions and a dependencies graph to help set up the right values for several parameters in a routing plan that are vital for optimal routing quality.
       
 
 
 
Please be sure to check out Oracle Release Readiness pages for ALL features delivered in 22A, in this announcement we’ve only highlighted some of the exciting features delivered in the 22A release. Additional Oracle B2C Service and Field Service 22A Release Resources:
 
 
 

 

Recent Releases

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Oracle B2C Service 21D

Oracle Service 21D Product Release Feature Highlights

The November 21D Release for B2C Service and Oracle Field Service delivers numerous new features and enhancements, including several exciting customer requested features.  

  • Oracle B2C Service
    • Several additional enhancements for B2C Service Center include updates to Inlays, including the File Download Inlay, adding Avatars for chat participates, updates to Out of Office Hours, and more options for Off the Record actions are now available when messages have text that match Off the Record patterns such as credit cards and social security numbers.
    • Redwood Theme Icon Update is also delivered in 21D - the workspace and report toolbar icons have been updated in the Redwood theme.
       
  • Oracle B2B and B2C Service (Shared Service)
    • Engagement Engine Supports Intelligent Advisor Decision Service. With this feature admins can Configure Intelligent Advisor Decision Service interviews as a new action through Engagement Engine Editor. Zero code solution – Interviews can be added to your websites with no additional JavaScript code.
    • 21D offers the ability to invite another agent or a supervisor into a video engagement. This feature deliverers the ability for an agent to invite another agent or a supervisor, with availability and video entitlement, into a video call with consumer, 3-way conferencing.
       
  • Oracle Field Service offers several new enhancements, including.
    • Control Message Delivery to Helpdesk or Helpdesk Operator in Message Scenario. Starting with 21D, administrators can control the delivery of messages to a helpdesk group or to helpdesk operators, using a new setting in the Message Scenario configuration.
    • Workflow Manager updates, users can visualize the activity workflow while performing activities. The application guides users through work and can see the steps that are completed and the steps that are remaining to complete an activity.
    • Assignment Assistant updates include Move Reason from a pre-configured list, users can now view, add, or edit Move Reasons in the new 'Assignment Assistant' section within the Business Rules page. Suggest Optimal Resources, starting with 21D, when using the Assignment Assistant, the application suggests optimal resources to assist you in picking one resource instead of scanning through a potentially large list of resources. 
    • Collaboration Enhancements Improve collaboration among field and back-office resources which include, Ability to track who is attending to the specific messages so only relevant helpdesk user receives the message after it is accepted, Ability to save messages ‘as drafts’, Ability to support document sharing and Landscape mode for mobile devices
 
Additional Oracle B2C Service and Field Service 21D Release Resources:
 

 

Oracle B2C Service 21C

Oracle CX Service 21C Product Release Feature Highlights

The 21C August 2021 Release for B2C Service continues to drive customer success with several new features and enhancements delivered.

Oracle B2C Service

Oracle Messaging adds two new valuable features including, Off-hours Processing over Messaging Applications which enables organizations to hold inbound messages sent during contact center off-hours for processing during regular operating hours. Asynchronous Messaging Enhancement permits service conversation to continue outside the standard Facebook messaging window (24hrs) for up to 7 days. Automated ID Verification for video calls has also been launch in 21C with a seamless integration with Jumio.

Several additional enhancements for B2C Service Center include the ability for chat agents to receive new chat alerts outside of the Browser service application. A Single-click to view unread messages within the chat window, and some enhancements to the Engagement Panel, adding the ability to create custom media toolbar and custom toast Notifications. Administration Experience has been released for Browser UI Administration enabling Admins to Quickly access configuration areas. Another notable feature released in 21C is Support for Native Browser Spell Checker in CKEditor, for Knowledge Advanced, this has been a highly requested customer feature. 

Oracle Field Service

The 21C August 2021 Release for Oracle Field Service continues to drive customer success with numerous new features and enhancements delivered.
 
The 21C release brings several Calendar improvements which allow users to set default schedule for resources, as well as an update to the look and feel of the date and time editor by adopting the Redwood experience. 
Starting in 21C, we’ve introduced the ability to use a plug-in or a custom form within a custom map layer asset, as well as upload a map layer using a shapefile from a local file system. This powerful flexibility has many uses, including allowing a technician to create service request orders on the spot that automatically utilize the correct geolocation for accurate asset location.
Collaboration received several enhancements making it easier for mobile resources, back office and help desk teams to easily manage various chat messages and notifications. 

Finally, travel time estimations become even more accurate with the new ability to measure and calculate airline distance speed and parking time at the travel key level.
 
Oracle B2C Service 21C Resources:

Oracle B2C Service 21B

Oracle CX Service 21B Product Release Feature Highlights

The May 21B Release for B2C Service and Oracle Field Service continues to drive customer success with several new significant features and enhancements delivered. 

Oracle B2C Service 

The Agent Experience adds several new enhancements to the Browser User Interface Workspace.  This offering provides a more modern, intuitive, and efficient experience.  These enhancements include:

New Redwood themes for the workspace. Users will have the ability to toggle between Redwood and existing themes this will provide a more cohesive experience across Oracle applications. 

The Insights Panel - This is an exciting feature that offers agents suggested actions in real-time, improving agent efficiency when executing suggestions. Workspace rules can be configured to show cards that trigger named events. 

Also delivered in 21B for the Service Center is Asynchronous Chat.  Agents can now send responses at any time, re-starting the conversation from within the incident workspace. This feature does require Oracle Messaging to be deployed.

Digital Customer Service brings some exciting new features including greater flexibility to capture data for in-context Customer Service with Free-form Text Support for Routing Guidance. Also, Oracle is introducing a digital collaboration of Live Experience & Co-browse, with a single Sign-on of agents into LX and Co-browse simultaneously, agents can initiate an automatic Co-browse session launch upon consumer consent without the need for any passcode exchange.  This feature optimizes agent experience for video and screen share into one desktop, thereby avoiding swivel-chair between multiple applications. Additionally, - Co-browse Reverse Screen Share is delivered, enabling agents to share their desktop with customers. 

Oracle Digital Assistant is integrated with Intelligent Advisor with an out of the box connector, this integration will make it even simpler for customers to utilize these two products together for exceptional customer service. 

A few new enhancements delivered for Knowledge Advanced include Answer Preview in Customer Portal from the authoring tool, and Enhanced Configurability of Knowledge Portal, with this admins can now set the subscription frequency in ‘Manage Notification’ page. Customers can also now configure ‘Related Answers’ widget to display only manual links or learned links or both.

Oracle Field Service 

The 21B release brings several key features to Oracle Field Service, including ‘En Route’ status for Oracle Field Service, this allows resources to set a new ‘En Route’ status for jobs, the system will then automatically update the ETA, and the customer will be notified.

The Assignment Assistant is getting some updates to help users when manually scheduling work. OFS will now intelligently display the order of mobile resources based on, Route impact, The distance to jobs, Mobile Resource, Work Zones match and the accuracy of travel statistics data.

Starting with 21B Android and iOS mobile devices will now Display Available Storage and Notify if storage is low

Redwood Experience for OFS ‘Login in’ Screen is introduced, in addition to the login screen, the configuration screen has been updated to the Redwood User Experience. The Redwood Theme is also available for additional Android and iOS App screens including, Splash screen, Oracle Field Service ‘Instance’ screen, ‘About’ screen and ‘End User License’ screen.

Please be sure to check out the release readiness pages on Oracle.com for the complete details of all the exciting features delivered in 21B for both B2C Service and Oracle Field Service.

Oracle B2C Service and Field Service 21B Resources:

 

 

 

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