Search

Customer Experience

Customer Portal

• The Cookie Preferences Widget feature will allow admin to easily provide cookie preference options to end users. 
• The Enhanced Bot Detection feature enable out of the box bot detection to help block common automated bots.  It is primarily designed to help mitigate common/basic automated threats.

Agent Experience

Agent Chat User Interface

• For 26A engagement panel v19 is generally available.
• The Chat toast feature has been enhanced to move fields with No Value at the bottom.
• The Chat Language Translation feature has been enhanced to allow user through the Chat Preferences panel to personalize their default language.

Agent User Interface

• The quick search feature has been enhanced to allow for the addition of reports from the Browser User Interface Agent Desktop.
• The analytics Browser User Interface report filter area has been enhanced to honor the configured filter width as well as better experience for multi select filters.

Administrator Experience

Standard Text Editor

• The Browser User Interface version of the Standard Test Editor has been enhanced to support Drag and Drop between folders.

Data Lifecycle Policies

• Canned policies introduced to manage the lifecycle of Service Level Agreement (SLA) instances associated with Contacts and/or Organizations.

Single Sign On

• Now supports the sending of an expiration email when an SSO when the certification is about to expire .

Event Delivery Service

• Changes made to the Event Delivery configuration is now available in the Event Delivery Service Audit Log.
• The Event Delivery Service configuration in the B2C Service adapter will now support Custom Business Events.

Data Synchronization

• The data synchronization feature has been enhanced to support soft deletes.

Knowledge Advanced Authoring

• Knowledge Advanced has been enhanced to include crawling/downloading of documents from Sharepoint.

Knowledge Foundation Authoring UI

• The Image Border plugin on the new rich text editor enables authors to add/edit border to the images added in the answer content.

26A Roadmap

Below is a summary of the major highlights in this release.

Customer Experience

There are no enhancements for the customer experience in 25D. Updates are planned for 26A.

Agent Experience

Agent Chat User Interface

• Chat Transcript Summarization: Now available. Summaries are included in transcripts during chat transfers and appended as private notes on incidents when chats are terminated.
• Real-Time Language Translation: Enhanced for on-demand translation and includes an indicator for agents so they know when translation is in process.
• Multi-Chat Experience: Agents and admins can select from standard, list, or tab layouts to make managing multiple chat sessions easier.

Incidents

• Thread Summarization: Generate summaries for threads within incidents, enabling more efficient understanding.
• Selective Language Translation: Translate only the required part of a thread, for more tailored communication.
• Notes Enhancement: Notes on Organizations and Contacts pages can be filtered by staff account.
• Attachment Toolbar Configuration: Admins can now hide the attachment toolbar icon in the incident thread component.

Analytics

• Filter Area Enhancements: We have improved the report filter area by removing unnecessary labels and whitespace, repositioning the lock button, and allowing the Limit and Order controls to expand or collapse for more efficient use of real estate.

Knowledge Foundation

• OpenSearch Benefits for Answer Reports: Features like type-ahead are now enabled.
• Enhanced Answer Search: The Incident workspace’s Answer Search component now leverages OpenSearch for faster and smarter search capabilities.

Administrator Experience

Job Scheduler

• Now generally available and supports actions such as file transfer and Zip.

Data Lifecycle Policies

• Canned policies introduced to manage the lifecycle of Service Level Agreement (SLA) instances associated with Contacts and/or Organizations.

Element Manager

• Now supports inclusion of dependent elements for custom business events during export.

Global Audit Log

• A unified report view captures audit logs for numerous objects and provides essential insights.

Sentiment Analysis

• Supervisors can leverage a tool that uses OCI AI Services to determine sentiment in a selected set of incidents.

Knowledge Advanced Authoring

• Views and downloads for attachments on Knowledge Advanced articles are now tracked.

Developer Experience

Event Delivery Service (EDS)

• Administration has been enhanced to a wizard-like process, making it easy to add or remove object/event types without deactivating the integration.
• Now supports OAuth authentication for Oracle Integration Cloud.

Data Sync

• Chat and Answer tables are now available for syncing to an Oracle Autonomous Database.

Migrator Experience (Fusion RAMP) 

August Release

• Selective Migration Mode: Allows uploading a list of IDs to only migrate matching records for a specific object type.
• Email Notification: An email is now sent to the migration run owner when a migration completes.

September Release

• Lookups Management: Lookups used during data transformation can now be managed visually in RAMP, instead of through JSON files.
• Success and Error Insights: View success and error rates for each object type during migration run setup.
• Expanded Service Request Support: Supports migration to HR Help Desk and Internal Service Requests in addition to Service Center.

October Release

• Object Type Views: Filter migrations using views on object types during migration run completion.
• “Ask Redi” the AI Agent: New conversational AI agent provides retrieval-augmented guidance from the RAMP Users Guide.
• Progress Indicator: New indicator helps users track the progress of migration runs.

Oracle B2C Service 25D Features
 

Customer Experience

• Customer Portal Enhancements:
  • New Answer Search widget with AI-powered summaries via BYO RAG integration.
  • Bring Your Own Captcha feature for enhanced bot deflection and security.
• Web Chat for Service:
  • Launch forms now support full-page rendering.
  • Configurable tooltips for both standard and custom fields.
  • New supervisor features: chat monitor and join.
  • Restored default label styling on pre-launch forms.

Agent Experience

• Agent Chat User Interface:
  • AI Proofread Agent allows for an Bring Your Own RAG agent to suggest an alternate response based on a pre-configured prompt or preamble.
  • Queue labels and color customization for better visibility.
  • Message labeling for public/private messages with configurable colors.
  • Response suggestions panel can be anchored and now supports user feedback on AI tools.
• Analytics Improvements:
  • BUI Report Management surfaces sub-optimal reports and enables in-depth report analysis.
  • "Export All" function now in BUI.
  • BUI reports visibly display the count of selected rows.
• Collaboration & Agent Tools:
  • Direct integration with MS Teams for seamless meeting scheduling and joining.
  • AI-powered Proofread expanded to non-chat use cases.
  • Hot Topic utility now surfaces Similar Incidents based on detected topics when agent opens an incident.

Administrator Experience

• Hot Topic AI now supports real-time chats and data streaming to custom objects.
• Better Together integrations:
  • Enhanced Business Rules leverage CX Unity Intelligent Attributes.
  • Outbound SMS now also supported via Eloqua (in addition to Responsys).
• Job Scheduler: Advanced scheduling features and completion notifications.
• Element Manager: Now supports Custom Business Events and navigation set overwrite.
• Knowledge Advanced: Enhanced author workflows and managed search question tracking.
• Staff Account editor released in Browser User Interface (BUI).

Developer Experience

• External Object Management enhancements for smoother upgrades and configuration persistence.
• Service Health Metrics can now separate BUI and .Net console metrics.

Thank You & Recognition

A big thank you to the Oracle B2C Service development team for delivering another feature-packed quarterly release and for the entire B2C Service team for keeping engaged with our customers and feeding us with their requests!

Oracle B2C Service 25C Features