table of contents - oracle · service cloud instances in an automated fashion. element manager...

TABLE OF CONTENTS

UPDATE 19A middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 2

Revision History middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 2

Overview middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 2

Feature Summary middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 3

Agent Browser Analytics middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 5

Workflow Allow User to Load Specific Record middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 5

Workflow Change Element middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 6

Agent Browser Knowledge middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 8

Interactive Spell Check middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 8

Platform middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 11

Supported Platform Changes middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 11

Element Manager Support for Navigation Sets and Reports with Scripts middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 12

PHP Upgrade to 5638 middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 13

Web Customer Service middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 13

Oracle Virtual Assistant UI Enhancement middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 13

Policy Automation middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 14

Upload Images in Embedded Forms middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 14

Chat API middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 15

Leverage Interview Data in Interview Extensions middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 16

Resume Interview Option middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 16

Knowledge Management middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 17

Email Notification Based on Content Type middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 17

Knowledge Advanced Recommendations and Article Feedback Tables middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 18

Contact Center middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 18

GDPR Chat Remove Denormalized Data middotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddotmiddot 18

2

UPDATE 19A

REVISION HISTORY

This document will continue to evolve as existing sections change and new information is added All updates appear in the following table

Date Feature Notes

22 MAR 2019 Created initial document

OVERVIEW

This guide outlines the information you need to know about new or improved functionality in Oracle Service Cloud 18B and describes any tasks you might need to perform for the update Each section includes a brief description of the feature the steps you need to take to enable to begin using the feature any tips or considerations that you should keep in mind and the resources available to help you

For a listing of hardware and software requirements for Oracle products log in to our support site and access Answer ID 31

SECURITY amp NEW FEATURES

We would like to remind you if your system has modified security structures you may need to advise your security administrator of new features

GIVE US FEEDBACK

We welcome your comments and suggestions to improve the content Please send us your feedback

3

FEATURE SUMMARY

Column Definitions

= New or modified Oracle-delivered ready to run reportsReport = These UI or process-based features are typically comprised of minor field validation or program changes Therefore the potential UI or Process-Based Small Scale

impact to users is minimal = These UI or process-based features have more complex designs Therefore the potential impact to users is higherUI or Process-Based Larger Scale

= Action is needed BEFORE these features can be used by END USERS These features are delivered disabled and you choose if and when to Features Delivered Disabledenable them For example a) new or expanded BI subject areas need to first be incorporated into reports b) Integration is required to utilize new web services or c) features must be assigned to user roles before they can be accessed

Ready for Use by End Users (Feature Delivered Enabled)

Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update Therefore customer acceptance testing should focus on the Larger Scale UI or Process-Based new features

Customer Must Take Action before Use by End Users (Feature Delivered Disabled)

Not disruptive as action is required to make these features ready to use As you selectively choose to leverage you set your test and roll out timing

Feature Report

UI or Process-Based

Small Scale

UI or Process-Based

Larger Scale

Agent Browser Analytics

Workflow Allow User to Load Specific Record

Workflow Change Element

Agent Browser Knowledge

Interactive Spell Check

Platform

Supported Platform Changes

Element Manager Support for Navigation Sets and Reports with Scripts

PHP Upgrade to 5638

Web Customer Service

4





Feature Report

UI or Process-Based

Small Scale

UI or Process-Based

Larger Scale

Oracle Virtual Assistant UI Enhancement

Policy Automation

Upload Images in Embedded Forms

Chat API

Leverage Interview Data in Interview Extensions

Resume Interview Option

Knowledge Management

Email Notification Based on Content Type

Knowledge Advanced Recommendations and Article Feedback Tables

Contact Center

GDPR Chat Remove Denormalized Data

5

AGENT BROWSER ANALYTICS

WORKFLOW ALLOW USER TO LOAD SPECIFIC RECORD

The Load Specific Record element triggers a search report during the workflow allowing the agent to chose which specific record to load

For example when the agent first creates an Incident heshe will be prompted with an Incident search dialog

Workflow Designer - Load Element

After the search the agent selects an Incident and selects OK or Select on the report the specific Incident will then load

Search Dialog for Incident Load Workflow Element

6

1

2

3

4

5

STEPS TO ENABLE

To enable this feature you need to log a Service Request (SR)

From the Workflow Designer Ribbon Select the Change element in the Element Ribbon Group

Click a Load element on the canvas The Element Tools tab displays on the ribbon

Click Search Report The Select Report window opens

By default the systemrsquos standard report for searching the designated record type is selected For example if you are loading an incident the Incident Search report is selected by default

Select a primary report to display in the search window

Click OK to close the window


ROLE INFORMATION

Administrators set up in the Workspace Designer in Agent Desktop UIThe Agents will be able to run the report and search for specific record in Agent Browser UI Runtime

WORKFLOW CHANGE ELEMENT

The Change element is used to find and load an existing record to associate with the current workflow working record

An example the workflow definition has a Change element to change the Contact when the Incident Assign field changes

7

Workflow Designer - Change Element

Search report to change the contact

In runtime when editing an Incident and the Assign field is changed a Search Report will display to select a Contact

When Ok or Select on the Search Report is selected an event define will execute such as Set Fields in this example

When Cancel is selected there is no change to the workspace

8

1

2

3

4

Select the Contact and then Set Fields In this Example the Type field has changed

STEPS TO ENABLE


Click on the Change element on the canvas

The Element Tools tab displays on the ribbon




ROLE INFORMATION

Administrators set up in the Workspace Designer in Agent Desktop UIThe Agents will see the results in Agent Browser UI Runtime

AGENT BROWSER KNOWLEDGE

INTERACTIVE SPELL CHECK

Interactive Spell check or lsquoDid you meanrsquo allows agent on browser UI to use interactive spell check option as part of search result so that my misspelled search queries can be corrected with ease

By default the search engine supports ldquoAutomaticrdquo spell check which would auto correct the query and return resultsWith this release customer can configure an ldquoInteractiverdquo spell check This will return results for the entered query and also provides spelling suggestion to the user similar to popular search engine like Google etc

9

1 2 3 4

Interactive Spell Check Option Displayed with Search Results

STEPS TO ENABLE

Click on icon on the top left cornerNavigate to HomeNavigate to Search ConfigurationSet spell checker option to Interactive

10

Access Search Configuration from Home

11

Select Interactive as the Spell Check Option

PLATFORM

SUPPORTED PLATFORM CHANGES

Firefox support moves to version 63 or greater (Previously we supported version 61 or greater) We will maintain support for version 60 ESR or greater

Chrome support moves to version 70 or greater (Previously we supported version 68 or greater)

We now support for Windows 10 (Build 1809)

We no longer support OS X 1011 We still support macOS 1012 or greater

We no longer support Android 6x

We now support Android 9x

We no longer support NET Framework versions 452 46 461 or 462 Users on these versions can still log in to Service Cloud however they will not be able to log in when Service Cloud release 19B becomes available

12

You can find the list of browsers we support for BUI (Agent Browser User Interface) in the Oracle Software Web Browser Support Policy

STEPS TO ENABLE

You dont need to do anything to enable this feature

KEY RESOURCES

Oracle Service Cloud 19A NET Client Infrastructure RequirementsOracle Software Web Browser Support Policy

ELEMENT MANAGER SUPPORT FOR NAVIGATION SETS AND REPORTS WITH SCRIPTS

You can use the Element Manager (EM) to migrate Service Cloud configurations from one site or interface to another With EM you can group package migrate and deploy configurable components across Oracle Service Cloud instances in an automated fashion Element Manager handles all the dependencies between elements which greatly reduces errors complexity and costs

For 19A we added navigation sets and reports with scripts to the list of items you can import and export using Element Manager either via the Element Manager UI or the public API

STEPS TO ENABLE

You must add Element Manager to the navigation sets for all profiles that will use it The Element Manager component is found in Components gt Common

TIPS AND CONSIDERATIONS

Element Manager works only in the Agent Browser UI If you try to access it from the Service Console a message tells you that it is only available in the Agent Browser UIYou need to have the appropriate profile permissions for the type of element you want to import or export

Element Type Profile Permission Required

Reports (including reports with scripts) Analytics Administrator

Workspaces and workflows Workspace Designer

Add-ins and extensions Configuration

Navigation setsAdministrationAnalytics Administrator if any of the navigation sets contain reports

If you have none of these permissions you will get an error message when you try to access the Element Manager

13

KEY RESOURCES

Element ManagerExport a PackageImport a Package

PHP UPGRADE TO 5638

Beginning with the 19A release Oracle Service Cloud supports PHP version 5638 We previously supported version 5631 This will provide improved security for our enterprise customers

STEPS TO ENABLE



By using the most recent version of PHP your PHP scripts can use the most recent enhancements and security updates

If your site is currently on Oracle Service Cloud August 2016 or later this should not affect your upgrade

WEB CUSTOMER SERVICE

ORACLE VIRTUAL ASSISTANT UI ENHANCEMENT

In 19A we are releasing a customer and partner facing Virtual Assistant UI that you can use to author complex and custom conversations also know as dialogs

We will also begin supporting multiple languages on a single instance of Virtual Assistance This enhancement which optimizes Natural Language Processing for each language will allow you to deliver localized Virtual Assistant responses based on your customers preference

STEPS TO ENABLE


This feature is currently limited availability If you are interested in Virtual Assistant please reach out to your Oracle teams


14

1 2

3

POLICY AUTOMATION

UPLOAD IMAGES IN EMBEDDED FORMS

This feature allows you to add image upload groups in form templates This enables you to use for example uploaded brand logos to generate tailored advice documents for particular customers You could also include uploaded photos in generated forms to simplify the workflow of environmental assessments student applications credential validation and more

An Image Uploaded in an OPA Interview and Included in a Generated Form

STEPS TO ENABLE

In Policy Modeling add an upload control to the interviewIn Word in the RTF template for the form add a field for the upload control image data in the place where you would like to the image to appearModify the code for the field so that the data is treated as an image and not as a string


This feature is supported in RTF form templates that are used to generate PDF RTF and XML documents Images for both global and child entities can be uploaded and included in these forms

You need to be licensed for OPA Cloud to use this feature

KEY RESOURCES

Insert an uploaded image into a form

ROLE INFORMATION

Interview designer

15

1

a b c

2

CHAT API

The Chat API enables you to develop personalized and reliable chat advice experiences This leverages OPArsquos intelligent screen and question authoring to make the conversational advice easy to deliver and easy to maintain Data such as Service Requests can be loaded and saved directly from Service Cloud or any other application that is connected to OPA This feature can reduce maintenance costs for chat-based service and advice with the ability to put OPA interviews behind any digital assistant intent You can use Oracle Digital Assistant for example as the framework you embed it within and use it to map intents onto OPA and support multiple different assistant interfaces

STEPS TO ENABLE

In Policy Automation Hub

Deploy the project containing your interviewActivate your deployment on the Chat Service channelGive the API client the Chat Service role for the deployments collection

Make a call to the Chat API REST endpoint to retrieve the JSON definition of the first question to be asked


Chat flows are authored just like OPA web interviews That is you

Use Oracle Policy Modeling to write decision rules and define the question screens You can use screens defined for web interviews but in some situations it may be advisable to design screens specifically for a chat-based flowUse logic to dynamically control which questions to askMap data into and out of any connected application (Service Cloud Engagement Cloud or other)Define forms to generate and attach to Service Requests etc

NOTE OPA does not have any NLP (Natural Language Processing)

You need to be licensed for Policy Automation Tier 3 Sessions to use this feature

KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3

LEVERAGE INTERVIEW DATA IN INTERVIEW EXTENSIONS

You can now define which interview information should be available on every screen for use by custom interview extensions By accessing this data in extensions you can deliver flexible and intuitive experiences to advice getters including custom navigation custom controls and more For example you could use this feature to display custom headers that summarize information regardless of which screen it was collected on

A JSON List of Aattribute Names That Are Allowed to Be Accessed By an Interview Extension in Order to Display a Custom Header on an

OPA Interview Screen

STEPS TO ENABLE

Create a file called opmextensiondatajson that consist of a JSON array of strings which lists the public names of all the attributes and relationships that should be accessible to interview extensions on all screens in the interview

Add this file to the interview-themeresources folder for the project

Use the getExtensionData() method on the Interview object in interview extensions to access the specified data


Information security is preserved by only exposing fields that are needed to drive those custom experiences


KEY RESOURCES

Allow interview extensions to access data not on a screen

ROLE INFORMATION

Developer

RESUME INTERVIEW OPTION

Projects created in 19A will by default ignore data that cannot be loaded when resuming an interview from a saved checkpoint as much information as possible will still load into the interview session This enables data

17

1 2

model changes to be deployed even when checkpoints are in use and provides interview users with confidence knowing that saved sessions will always be able to be resumed at a later time

Existing projects (including upgraded projects) will continue to use the pre-19A behavior where invalid data from a saved checkpoint is logged and the interview fails to resume For these projects you will need to enable the new behavior

STEPS TO ENABLE

In Policy Modeling on the tab click the buttonInterview CheckpointsIn the drop-down window deselect the option Resume only if all data can be loaded


For Service Cloud interviews regardless of whether this behavior is enabled or not users will be given the option to restart the interview when a checkpoint fails to resume This ensures that Service Cloud interview users can always move forward even if they need to start over to ensure they are given up-to-date advice


KEY RESOURCES

Allow invalid checkpoints to be resumed (Service Cloud)Resume behavior for interview checkpoints

ROLE INFORMATION

Interview designer

KNOWLEDGE MANAGEMENT

EMAIL NOTIFICATION BASED ON CONTENT TYPE

Knowledge Advanced users can subscribe to receive email notifications for a particular answer Once subscribed to the answer the user will get email notification every time the answer is modified or updated In this release this feature has been extended to include subscription based on content type This allows users to subscribe to all the answers under a particular content type or a combination of content type and product or category or both This triggers an email every time any of the answers under the content type are changed It also triggers an email when a new answer is added to the subscribed content type

STEPS TO ENABLE


18

KNOWLEDGE ADVANCED RECOMMENDATIONS AND ARTICLE FEEDBACK TABLES

For large authoring teams it is important to understand the authoring workload and prioritize resources accordingly This new capability exposes content task subscription and recommendation data so that report administrators can build reports using Oracle Service Cloud reporting capabilities Providing new views including Recommendations Feedback Content Content Types Tasks Subscriptions and Product amp Category Mappings This feature makes it easier for knowledge administrators to manage the authoring process with visibility into tasks and improve article quality with more granular view of article feedback and responsiveness As well as understand most popular articles based on subscriptions

STEPS TO ENABLE


CONTACT CENTER

GDPR CHAT REMOVE DENORMALIZED DATA

To ensure that GDPR compliance standards are met administrators may need to delete data from the chat tables With this release administrators with the appropriate permissions can update or delete data from the chat table through any chat report that contains one of the required fields When a chat is edited or deleted in the report the chat is changed or deleted in the chat table

STEPS TO ENABLE

Here are the requirements for using this feature

Reports that can be edited or have chats deleted must include at least one of these fields first name or last name email IP address subject

To edit a chat report inline the report must have inline editing enabled and your profile must include Edit permission for chats

To delete a selected chat the report must have the delete command enabled and your profile must include Delete permission for chats You can only delete one chat at a time

KEY RESOURCES

Add Chat Permissions to a ProfileChat Reporting

---

19

Copyright copy 2019 Oracle andor its affiliates All rights reserved

This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws Except as expressly permitted in your license agreement or allowed by law you may not use copy reproduce translate broadcast modify license transmit distribute exhibit perform publish or display any part in any form or by any means Reverse engineering disassembly or decompilation of this software unless required by law for interoperability is prohibited

The information contained herein is subject to change without notice and is not warranted to be error-free If you find any errors please report them to us in writing

If this is software or related documentation that is delivered to the US Government or anyone licensing it on behalf of the US Government then the following notice is applicable

US GOVERNMENT END USERS Oracle programs including any operating system integrated software any programs installed on the hardware andor documentation delivered to US Government end users are commercial computer software pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations As such use duplication disclosure modification and adaptation of the programs including any operating system integrated software any programs installed on the hardware andor documentation shall be subject to license terms and license restrictions applicable to the programs No other rights are granted to the US Government

This software or hardware is developed for general use in a variety of information management applications It is not developed or intended for use in any inherently dangerous applications including applications that may create a risk of personal injury If you use this software or hardware in dangerous applications then you shall be responsible to take all appropriate fail-safe backup redundancy and other measures to ensure its safe use Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications

Oracle and Java are registered trademarks of Oracle andor its affiliates Other names may be trademarks of their respective owners

Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International Inc AMD Opteron the AMD logo and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices UNIX is a registered trademark of The Open Group

This software or hardware and documentation may provide access to or information about content products and services from third parties Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content products and services unless otherwise set forth in an applicable agreement between you and Oracle Oracle Corporation and its affiliates will not be responsible for any loss costs or damages incurred due to your access to or use of third-party content products or services except as set forth in an applicable agreement between you and Oracle

UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


2

UPDATE 19A

REVISION HISTORY

This document will continue to evolve as existing sections change and new information is added All updates appear in the following table

Date Feature Notes

22 MAR 2019 Created initial document

OVERVIEW

This guide outlines the information you need to know about new or improved functionality in Oracle Service Cloud 18B and describes any tasks you might need to perform for the update Each section includes a brief description of the feature the steps you need to take to enable to begin using the feature any tips or considerations that you should keep in mind and the resources available to help you

For a listing of hardware and software requirements for Oracle products log in to our support site and access Answer ID 31

SECURITY amp NEW FEATURES

We would like to remind you if your system has modified security structures you may need to advise your security administrator of new features

GIVE US FEEDBACK

We welcome your comments and suggestions to improve the content Please send us your feedback

3

FEATURE SUMMARY

Column Definitions








Feature Report

UI or Process-Based

Small Scale

UI or Process-Based

Larger Scale






Platform



PHP Upgrade to 5638


4





Feature Report

UI or Process-Based

Small Scale

UI or Process-Based

Larger Scale


Policy Automation


Chat API






Contact Center


5








6

1

2

3

4

5

STEPS TO ENABLE









ROLE INFORMATION





7






8

1

2

3

4


STEPS TO ENABLE







ROLE INFORMATION






9

1 2 3 4


STEPS TO ENABLE


10


11


PLATFORM









12


STEPS TO ENABLE


KEY RESOURCES





STEPS TO ENABLE










13

KEY RESOURCES


PHP UPGRADE TO 5638


STEPS TO ENABLE









STEPS TO ENABLE




14

1 2

3

POLICY AUTOMATION




STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer

15

1

a b c

2

CHAT API


STEPS TO ENABLE









KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


3

FEATURE SUMMARY

Column Definitions








Feature Report

UI or Process-Based

Small Scale

UI or Process-Based

Larger Scale






Platform



PHP Upgrade to 5638


4





Feature Report

UI or Process-Based

Small Scale

UI or Process-Based

Larger Scale


Policy Automation


Chat API






Contact Center


5








6

1

2

3

4

5

STEPS TO ENABLE









ROLE INFORMATION





7






8

1

2

3

4


STEPS TO ENABLE







ROLE INFORMATION






9

1 2 3 4


STEPS TO ENABLE


10


11


PLATFORM









12


STEPS TO ENABLE


KEY RESOURCES





STEPS TO ENABLE










13

KEY RESOURCES


PHP UPGRADE TO 5638


STEPS TO ENABLE









STEPS TO ENABLE




14

1 2

3

POLICY AUTOMATION




STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer

15

1

a b c

2

CHAT API


STEPS TO ENABLE









KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


4





Feature Report

UI or Process-Based

Small Scale

UI or Process-Based

Larger Scale


Policy Automation


Chat API






Contact Center


5








6

1

2

3

4

5

STEPS TO ENABLE









ROLE INFORMATION





7






8

1

2

3

4


STEPS TO ENABLE







ROLE INFORMATION






9

1 2 3 4


STEPS TO ENABLE


10


11


PLATFORM









12


STEPS TO ENABLE


KEY RESOURCES





STEPS TO ENABLE










13

KEY RESOURCES


PHP UPGRADE TO 5638


STEPS TO ENABLE









STEPS TO ENABLE




14

1 2

3

POLICY AUTOMATION




STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer

15

1

a b c

2

CHAT API


STEPS TO ENABLE









KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


5








6

1

2

3

4

5

STEPS TO ENABLE









ROLE INFORMATION





7






8

1

2

3

4


STEPS TO ENABLE







ROLE INFORMATION






9

1 2 3 4


STEPS TO ENABLE


10


11


PLATFORM









12


STEPS TO ENABLE


KEY RESOURCES





STEPS TO ENABLE










13

KEY RESOURCES


PHP UPGRADE TO 5638


STEPS TO ENABLE









STEPS TO ENABLE




14

1 2

3

POLICY AUTOMATION




STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer

15

1

a b c

2

CHAT API


STEPS TO ENABLE









KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


6

1

2

3

4

5

STEPS TO ENABLE









ROLE INFORMATION





7






8

1

2

3

4


STEPS TO ENABLE







ROLE INFORMATION






9

1 2 3 4


STEPS TO ENABLE


10


11


PLATFORM









12


STEPS TO ENABLE


KEY RESOURCES





STEPS TO ENABLE










13

KEY RESOURCES


PHP UPGRADE TO 5638


STEPS TO ENABLE









STEPS TO ENABLE




14

1 2

3

POLICY AUTOMATION




STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer

15

1

a b c

2

CHAT API


STEPS TO ENABLE









KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


7






8

1

2

3

4


STEPS TO ENABLE







ROLE INFORMATION






9

1 2 3 4


STEPS TO ENABLE


10


11


PLATFORM









12


STEPS TO ENABLE


KEY RESOURCES





STEPS TO ENABLE










13

KEY RESOURCES


PHP UPGRADE TO 5638


STEPS TO ENABLE









STEPS TO ENABLE




14

1 2

3

POLICY AUTOMATION




STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer

15

1

a b c

2

CHAT API


STEPS TO ENABLE









KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


8

1

2

3

4


STEPS TO ENABLE







ROLE INFORMATION






9

1 2 3 4


STEPS TO ENABLE


10


11


PLATFORM









12


STEPS TO ENABLE


KEY RESOURCES





STEPS TO ENABLE










13

KEY RESOURCES


PHP UPGRADE TO 5638


STEPS TO ENABLE









STEPS TO ENABLE




14

1 2

3

POLICY AUTOMATION




STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer

15

1

a b c

2

CHAT API


STEPS TO ENABLE









KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


9

1 2 3 4


STEPS TO ENABLE


10


11


PLATFORM









12


STEPS TO ENABLE


KEY RESOURCES





STEPS TO ENABLE










13

KEY RESOURCES


PHP UPGRADE TO 5638


STEPS TO ENABLE









STEPS TO ENABLE




14

1 2

3

POLICY AUTOMATION




STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer

15

1

a b c

2

CHAT API


STEPS TO ENABLE









KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


10


11


PLATFORM









12


STEPS TO ENABLE


KEY RESOURCES





STEPS TO ENABLE










13

KEY RESOURCES


PHP UPGRADE TO 5638


STEPS TO ENABLE









STEPS TO ENABLE




14

1 2

3

POLICY AUTOMATION




STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer

15

1

a b c

2

CHAT API


STEPS TO ENABLE









KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


11


PLATFORM









12


STEPS TO ENABLE


KEY RESOURCES





STEPS TO ENABLE










13

KEY RESOURCES


PHP UPGRADE TO 5638


STEPS TO ENABLE









STEPS TO ENABLE




14

1 2

3

POLICY AUTOMATION




STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer

15

1

a b c

2

CHAT API


STEPS TO ENABLE









KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


12


STEPS TO ENABLE


KEY RESOURCES





STEPS TO ENABLE










13

KEY RESOURCES


PHP UPGRADE TO 5638


STEPS TO ENABLE









STEPS TO ENABLE




14

1 2

3

POLICY AUTOMATION




STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer

15

1

a b c

2

CHAT API


STEPS TO ENABLE









KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


13

KEY RESOURCES


PHP UPGRADE TO 5638


STEPS TO ENABLE









STEPS TO ENABLE




14

1 2

3

POLICY AUTOMATION




STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer

15

1

a b c

2

CHAT API


STEPS TO ENABLE









KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


14

1 2

3

POLICY AUTOMATION




STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer

15

1

a b c

2

CHAT API


STEPS TO ENABLE









KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


15

1

a b c

2

CHAT API


STEPS TO ENABLE









KEY RESOURCES

Chat APIOPA Blog

ROLE INFORMATION

Developer

16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


16

1

2

3





STEPS TO ENABLE







KEY RESOURCES


ROLE INFORMATION

Developer



17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


17

1 2



STEPS TO ENABLE





KEY RESOURCES


ROLE INFORMATION

Interview designer




STEPS TO ENABLE


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


18



STEPS TO ENABLE


CONTACT CENTER



STEPS TO ENABLE





KEY RESOURCES


---

19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


19










UPDATE 19A

Revision History

Overview

Feature Summary






Platform



PHP Upgrade to 5638



Policy Automation


Chat API






Contact Center


table of contents - oracle · service cloud instances in an automated fashion. element manager...

Documents