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25B Roadmap

The Oracle B2C Service development organization is excited to announce the release of 25A (Feb). The team did another amazing job of providing a robust set of features targeting our four key personas. In 25A, we continue to focus on enhancing both the native AI Hot Topic offering as well as adding some customer requested enhancements to our Bring Your Own service supported AI use cases. Another key focus in 25A is the Better Together campaign of creating tightly integrated use cases with our Oracle Marketing products including Unity, Responsys, and Eloqua. A summary of the features that are supported for each user persona is below. Finally, the Oracle Rich Text Library is continuing to be rolled out.

Customer Experience

25A was a light quarter for the customer experience. The customer portal APIs were enhanced to support JWT based session authentication. With this new enhancement, accessing the APIs for file upload and deletion for use cases like custom CI/CD pipelines will be more secure through session-based authentication of an account with the required profile permissions enabled.

Agent Experience

The product management team groups features in this area into three or four categories. For 25A, the categories include agent chat, Analytics, Unity Integration, and Incidents Workspaces.  

For agent chat, the team continued to enhance the ai use case features that were released in 2024. Agents leveraging the realtime language translation will now be able to manually select their language. The popular Agent Suggestions feature was enhanced to allow for third party service to be configured. Customization of the agent chat notifications and engagement panel were also improved as the Browser User Interface (BUI) chat notification now supports configured fields as well as the custom engagement panel buttons can be configured to activate Workspace Rules.

Send on Save a feature that was historically supported in the legacy console is now available in the Agent Browser User Interface. Another update to the Incident workspace is the usage of the ORTL rich text editor component for the thread editor. The Agent Browser User Interface.

The 25A Analytics focus was on two main areas, Infolets and Report Management. The Report Management functionality that is available in the legacy console we brought over the Agent Browser User Interface but enhanced to include deferred report statistics. Two new infolets will be available in 25A supporting both the Knowledge Foundation as well as the Knowledge Advanced administrators.

Unity is Oracle's Customer Data Platform. Several years ago, the Oracle B2C Service team created a point-to-point integration with CX Unity to push data from standard objects into their platform. For 25A, the Oracle B2C Service team will provide a means for an agent to view the intelligent attributes that are calculated as part of the Customer Data Platform. This provides a full circle integration and demonstrates how Oracle B2C Service and other Oracle CX applications provide a better together experience for out customers.

Administrator Experience

Administrators continue to get a lot of focus. Two mainstay features that are continually enhanced are Enhanced Business Rules and Element Manager. For rules, support for the decimal attributes have been included as well as a better user experience for the rules is display mode which will now resemble the view in edit mode. In 24D, the team included Customizable Menus, Product, Categories, and Dispositions to the list of artifacts covered by Element Manager. In 25A, support for those artifacts was enhanced as dependency management was included which allows administrators to choose to include the dependent elements during export. 24D also saw the introduction of Process Scheduler which is a brand-new feature allowing administrators to schedule PHP scripts to be executed. In 25A, that feature continues to be enhanced as an execution log, an option to pass PHP parameters, and the ability to schedule a script run on the last day of the month has been included. Also, last year we introduced another integration with Responsys that allows business rules actions to send SMS messages leveraging a Responsys campaign. For 25A, the manual campaign creation in Responsys has been replaced with an automated process that occurs following the configuration in B2C Service. Knowledge Advanced has a long list of enhancements in 25A including but not limited to syntax highlighting in source mode, custom tags, author notes on article unpublish, as well as a report that shows the history of publish and unpublish of an article.

Developer Experience

Our final focus being in the area of the developer experience and here we are excited to introduce our new data management feature where data can be configured to be pushed in near real-time fashion to an Autonomous Data Warehouse (ATP is also supported). This allows for data to be moved out of the transactional database and into an external datastore allowing for data archival and enhanced analytics possibilities. Developers are also provided additional enhancements for Service Health Metrics as the information on the metrics delivered now includes additional error metrics information. Event Delivery Service was given an easy to find error log for events and we improved the ROQL blacklist support as well as allow for the execution of Rule Runtime Log reports via APIs.

Oracle B2C Service 25A Roadmap

This concludes the release announcements for 25A.
 

Please be sure to check out our Oracle Release Readiness pages for ALL features delivered in this release. 

Oracle B2C Service 24D Release Materials

Oracle B2C Service 24D Roadmap

Customer Experience
The Web Chat for Service (customer chat user interface) team continues to carry the lion share of the enhancements included in the Customer Experience section.  Petra and team announced ten enhancements for 24D spanning from advancements to the way links and buttons are conditionally displayed, improvements to individual field behavior on the customer chat user interface, to the inclusion of additional features such as sensitive information detection in the subject, the possibility of a post conversation message link, controlling attachments on the agent side, and Improved cross site scripting prevention and form security.  An attempt to summarize all ten would result in an unusually long release summary, so I encourage everyone to review the Cloud Customer Connect Roadmap webinar for a detailed understanding of all of the exciting features that make up the 24D Web Chat for Service release.  Not to be outdone, the Knowledge Advanced team also released several popular features that are surfaced in the customer portal widgets such as a new content grid means of viewing multiple images, a user experience enhancement to assist in viewing additional search results, and more options when selecting multiple facets to filter the search results.  Finally, the customer portal team is introducing a new calendar date widget to the list of widgets available.

Agent Experience
We are going to start the agent experience section with announcing that the real-time language translation is available in the Bring Your Own service model.  This is another highly requested feature and the B2C Service development organization is really excited to release it.  As there are steps in how to configure to the desired translation service, please review the readiness, external facing answer and Cloud Customer Connect webinar to ascertain the necessary details.  Additional user experience enhancements are included focused on the previous existing control maximize functionality.  Maximize is now available on workspace browser controls as well as the user behavior has been altered for the Incident Thread control to make it more accessible.  For the agent chat user interface, 24D brings additional reporting for agent personalization options.  Supervisors can now view when and what an agent has personalized their maximum number of chats value.  The Agent Chat User Interface has also been updated to include a single button enhancement for service center organizations that are leveraging the Collaboration feature user more specifically Zoom.  The final section we will touch in in the Agent Experience has to do with Analytics.  There are a couple of features that are popular requests that the team released and those are the ability to export scheduled reports to XLSX format as well as the ability to manually move reports out of deferred execution from within the Browser user interface.  A final analytics enhancement includes the auto-filter capability on reports.  The agent now has two separate experiences available with the existing left side facet approach and now with 24D, the legacy console behavior of selecting filters on the column headers.

Administrator Experience
Although the agent and customer experience sections above are riddled with new abilities, for 24D it is the administrator experience that really shines.  This is where our highly anticipated Hot Topic feature is highlighted as well as a long time and extremely popular request to allow site administrators to schedule and execute their own CRON PHP jobs.  As exciting as those two features are, that isn’t all, we’ve also included an integration with the Responsys team to leverage their SMS integration and allow for business rules to send out SMS messages.  This demonstrates our continued focus on working within the portfolio to build customer brand adhesion.  Element manager adds four additional “elements” to the fold as customizable menus, product, categories, and dispositions are now supported.  For Knowledge authors, the Answer editor has closed the support for anchors and source color highlighting gaps that were created by the introduction of the Oracle rich text editor and for Knowledge Advanced authors, the site can be configured to require a remove after date on a knowledge article.

Developer Experience
Our final focus is in the area of the developer experience and here we have enhancements for Event Delivery Service, External Objects & Integration, and Service Health Metrics.  A configuration user interface for the Oracle Streaming Service has been released to simplify the configuration and usage of Event Deliver Service feature set.  For the risk adverse service centers the External Objects and Integrations feature can be configured to only allow particular API methods to be leveraged.  Finally, the popular Service Health Metrics feature has been enhanced to include reporting on the Chat Service.