By: Christy Green On: July 22, 2018 In: Oracle, Service Cloud Comments: 0

Check out this video for the innovations now available for OPA, Contact Center, Knowledge Advanced and Oracle Service Cloud Platform. Good stuff!

Here are a few highlights from Oracle Service Cloud Release 18B:

OPA

  • Integration Cloud Service OPA Assessment Adaptor
  • Inline customer portal interview widget

Contact Center

  • Knowledge foundation added to Chat in Business User Interface
  • Agent Supervisor monitor

Knowledge Advanced

  • Sitemap support for crawling external pages
  • Searchable product tags

Field Service:

  • Core API: Find resources for urgent assignment
  • Events API for routing execution
  • Highlight selected part of resource track

Oracle Service Cloud Platform

  • Data lifecycle management capability
  • GDPR delete archived incidents

If you missed Part 1 (Virtual Assistant), you can check it out here.

Great enhancements, right? Let us know if you have any questions or would like some help implementing any of the new capabilities. Thanks for reading!

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