Unlock the Power of Oracle Service Cloud - Keep Latest Enhanced Customer Experiences
Key Updates:
The latest 24D roadmap introduces a series of key updates that aim to enhance the agent experience, improve administrator controls, and significantly bolster security measures across the platform. Whether you’re an agent handling customer queries, an administrator overseeing operations, or a security expert ensuring data protection, these updates are designed to make your work more efficient and secure.
Web Chat Enhancements
Conditional Chat Links: Displays a chat link instead of the standard launch button when specific conditions are met. This provides a more dynamic and user-friendly experience for initiating chats.
Pre-launch Form Improvements: Enhanced validation for pre-launch forms ensures that all required information is entered accurately. Dynamic field visibility creates a cleaner and more streamlined pre-chat process.
Attachment Control: Provides better control over agent attachments, allowing administrators to manage and restrict the types of files agents can send during chats.
Sensitive Information Detection: Improved detection and masking of sensitive data, such as personal information, within chat subjects, enhancing privacy and security compliance.
Updated Chat Engagement Engine: Enhancements to streamline the overall performance and reliability of the Web Chat engagement engine.
Customer Portal Enhancements
Date Picker Widget: A new, updated Date Picker Widget is now available for the Customer Portal. This widget offers improved usability, accessibility, and a modernized look and feel, enhancing the customer experience when selecting dates in forms.
Customizable Labels for Search Results: Administrators can now customize labels for search results within the Customer Portal, improving clarity and flexibility for users interacting with search features.
Customizable Browser UI Elements: New options for customizing Browser User Interface elements, giving administrators greater flexibility in branding and tailoring the user interface.
Knowledge Management Enhancements
Answer Content Approval Enhancements: Enhancements to content approval workflows ensure a more efficient review process for knowledge base answers.
Answer Versioning Improvements: Improved version control for answers, allowing for better tracking of changes and updates to knowledge articles.
Administrator Features
Send a Zoom Link During a Live Chat: Agents can create Zoom meetings from within the chat panel.
Incident Thread Translation: Agents receive messages in the customer’s language and can translate to their preferred language.
Outbound SMS via Responsys: With the ability to send outbound SMS messages via Responsys, businesses can now reach customers directly via text, expanding their communication channels for better customer engagement.
Job Scheduler Enhancements: Ability to schedule a cron job using the Job Scheduler & Admins can now manage the cron jobs from the BUI and have full control on the cron jobs.
Developer Features
Event Delivery Service: Oracle has introduced an Admin UI for OSS credentials in the Event Delivery Service, making it easier for developers to manage credentials and ensure secure event delivery across the platform.
Service Health Metrics API Enhancements: Chat service data is available via REST APIs now which allows more precise data retrieval, enabling granular monitoring and analysis of system health and performance.
Update Availability: For additional information, refer page – B2C Update 24D
Conclusion
The Oracle B2C Service Cloud CRM 24D release introduces a range of powerful features designed to enhance the customer service experience for both customers and agents. With updates in customer chat, agent tools, administrative controls, and developer integrations, this release equips businesses with the tools needed to improve engagement, efficiency, and security.
Author: Swati Nadimpalli