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Oracle Service Cloud Agent Browser UI November 2019 What's

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Oracle Service Cloud Agent Browser UI November 2019 What's TABLE OF CONTENTS NOVEMBER 2019 UPDATE ·································································································································································· 2 Revision History ························································································································································································ 2 Overview ······································································································································································································· 2 Feature Summary ····················································································································································································· 3 Workspaces ···························································································································································································· 4 Reorderable Tabs ········································································································································································ 4 New Workspace Designer Options for the Agent Browser UI ····················································································· 4 Workspace Filter Mapping ························································································································································ 7 Analytics ·································································································································································································· 8 Runtime Slice and Rollup ·························································································································································· 8 NOVEMBER 2019 UPDATE 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 27 NOV 2019 Created initial document. OVERVIEW This guide outlines the information you need to know about new or improved functionality in Oracle Service Cloud Agent Browser UI November 2019 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. GIVE US FEEDBACK We welcome your comments and suggestions to improve the content. Please send us your feedback 2 FEATURE SUMMARY Column Definitions: Report = New or modified, Oracle-delivered, ready to run reports. UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal. UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher. Customer Action Required = You MUST take action before these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable 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 Customer Must Take Action before Use by End Users (Feature Delivered Enabled) (Feature Delivered Disabled) Reports plus Small Scale UI or Process-Based new features Not disruptive as action is required to make these features will have minimal user impact after an update. Therefore, ready to use. As you selectively choose to leverage, you customer acceptance testing should focus on the Larger set your test and roll out timing. Scale UI or Process-Based* new features. UI or UI or Process-Based: Process-Based: Feature Report Small Scale Larger Scale* Customer Action Required Workspaces Reorderable Tabs New Workspace Designer Options for the Agent Browser UI Workspace Filter Mapping Analytics Runtime Slice and Rollup 3 WORKSPACES REORDERABLE TABS When multiple records are open in Agent Browser UI, users can select a top-level tab and drag it to a different position relative to the other tabs. Tabs can be reordered by selecting a tab and dragging it to a new position. STEPS TO ENABLE You don't need to do anything to enable this feature. NEW WORKSPACE DESIGNER OPTIONS FOR THE AGENT BROWSER UI There are several new options for workspace controls and fields available in the .NET workspace designer that will render in Agent Browser UI. These include: Yes/No fields have options to display as radio buttons, checkboxes, or switches. Table controls have new options to expand/collapse and/or place an image within the table using a URL. The tabset control has an option to render the tabset as an accordion in Agent Browser UI. The image control has an option to use a URL to display a hosted image. 4 Yes/No Fields Can Be Displayed As a Switch, Radio Button, or Checkbox in Agent Browser UI. Tabsets can be displayed as an accordion. The new workspace options are available to configure in the .NET workspace designer. 5 Yes/No Field Display Options Table Options (Background Image URL, Enable Collapse/Expand) Tab Display Options (Accordion Single Open, Accordion Multiple Open) Image Control Option (URL) STEPS TO ENABLE The workspace options are available on all Service 19D and new instances of Service Cloud and can be implemented through configuration options available in the .NET workspace designer. These options are rendered in runtime for Agent Browser UI only. TIPS AND CONSIDERATIONS Note that the new display options will only display in Agent Browser UI. If an option is selected and the workspace is opened in .NET, the feature will be displayed in a manner that's supported by .NET. For instance, tabsets will be rendered as traditional tabs instead of accordions, and Yes/No fields will be rendered as a dropdown menu. Similarly, these option will not render in the workspace designer. Accordion: The accordion options include single open and multiple option, which indicate how many accordion sections can be opened by the workspace user at a time. 6 Accordions can be nested within parent tabs or parent accordions. An accordion section can be configured to be open when the workspace is loaded by implementing a workspace rule to focus a tab when the editor loads. WORKSPACE FILTER MAPPING The workspace designer allows workspace reports to be configured to filter on foreign keys. If the 'Report Behavior' option is not enabled to 'Filter on Primary Key Only', the 'Report Filter Mapping Wizard' will allow the report to be filtered on fields that are contained in the workspace. Workspace reports configured in this manner will execute accordingly in both Agent Browser UI and .NET. STEPS TO ENABLE This feature is available by default starting in Service 19D. To configure a workspace report to use a filter value that is based on data in the workspace record: 1. In the Workspace Designer, select a workspace report 2. Under 'Options' open 'Report Behavior' and de-select 'Filter On Primary Key Only' 3. Open the Report Filter Mapping Wizard under 'Filter Mappings' 4. Change the desired filter from 'Default Value' to 'Parent Field Value' and select the field to filter on and select 'Finish' De-select 'Filter On Primary Key Only' 7 Use the Report Filter Mapping Wizard to Select a Parent Field Value As a Report Filter ANALYTICS RUNTIME SLICE AND ROLLUP Agent Browser UI users now have the ability to define Rollups and Slice groups after a report is run. This allows the users to customize the view of their data to enable users to optimize reports. 8 Rollup View Slice View Click the Options icon, represented by three vertical dots, and select either Rollup or Slice to configure. 9 Feature Access STEPS TO ENABLE You don't need to do anything to enable this feature. TIPS AND CONSIDERATIONS The following capabilities are not yet supported in the Agent Browser User Interface: Slice by "Buckets." We support use of the "Column Values." Rollup option to “Display rollup heading mulit-line.” The multiple rollups are displayed on a single line. Rollup option to “Repeat column heading for each rollup.” ROLE INFORMATION Any Agent Browser UI Report User --- 10 Copyright © 2019, Oracle and/or 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 U.S. Government or anyone licensing
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