Recent Posts by Danette Beal

Co-authored by Thu Nguyen, Five9 We’ve been hearing for years that digital transformation is crucial for business success. But, with COVID-19, that need has accelerated because stay-at-home mandates have forced organizations to get remote teams up and running, allowing them to engage with their customers and internal teams. How will this transition permanently impact workflows, applications and communications? How can you plan for the next emergency and help your customers feel...

Every month for the past 6 months, we've been featuring a new customer service hero among us. These "Heroes of the Month" are dedicated and skilled professionals who have been kind enough to share a bit about their passion for Oracle Service Cloudand let us take a sneak peak into their personal life at the same time. This month's hero quietly contributes in many different areas of Service Cloud and we can easily refer to him as an "Old RightNower" with over a decade of...

Picture the scenario. Someone in your organization asks, "How well is your knowledge base performing?" Where do you start? What metrics need to be evaluated to answer this question? In many of my own experiences, the inquiring manager is looking to me to define that criteria and educate him or her on whether or not the Customer Portal and knowledge base show a ROI. What seems like a pretty simple ask can lead Knowledge Managers into a rabbit hole with more plot twists than the...

Summer may be in full swing, but Spring is still in the air! Our team is excited to announce our May 'Hero of the Month' Ammar Aldaffaie from Willis Towers Watson. Ammar is not only a regular contributor to our Hero Hub but is also active in our community, and he has attended previous events such as the Modern Service Experience. He is an Oracle Service Cloud Developer who we've come to know well within our team. We hear time and time again from customer and partners that they...

When I was in elementary school, my teacher gave us a penmanship assignment and asked us to write about a personal experience. I couldn't have been older than eight at the time, and I chose to write about an experience with a little boy. He told me I couldn't do something because I was a girl. The one page declaration in perfectly formed letters vehemently defended my rights to 'do anything a boy could do'. My mom was so proud of the assignment she kept it on her office wall...

It has been six years since I first started working with Oracle Service Cloud and as I reflect back, I can't help but think of the reasons why I love doing what I do. It comes down to two words, customer experience. I have built my career on helping people around me achieve their goals and the results can have a rippling effect. As Oracle Service Cloud administrators and developers, each of us helps deliver more meaningful moments to customers all over the world by building a...

Many of you may know me as the new kid on the block since joining the Oracle team as a Community Manager. What you may not know is that I've been active in the Community for a number of years as a partner. After hanging up my consulting hat and reflecting on the past, I've had a few realizations about my experience with the Community and how I missed opportunities to expand not only my knowledge of Oracle Service Cloud but also my career. With the New Year comes the...