Carl frequents the business user-focused forum boards where he shares his extensive knowledge of Oracle Service Cloud to point members in the right direction to solve their question and his experience to help guide users on how to approach design decisions.
I had the pleasure of getting to know Carl when he gave us feedback on the Analytics Cookbook in its early planning phase, coined the "collective community brain" phrase that I love and use ALL the time, and contributed a popular report recipe--Chat Summary Charts--to help jumpstart the Analytics Cookbook. Then we got to meet in person at ModernService Experience 2016! It was one of my highlights from the conference. Here is a little bit more about Carl:
Company: Oracle Gold Partner Helix Business Solutions
How and when did you first learn about Oracle Service Cloud (RightNow)?
My first introduction to Oracle Service Cloud was in 2005...so back in the RightNow days, when I was working at ServiceMaster. Several of us at Helix were leading IT groups for different business lines in the organization and we purchased RightNow to meet several different needs. I used RightNow to consolidate our customer database for one of the franchise lines of business, which was the first time we had a consolidated customer master record for incidents and opportunities.
What is your role at Helix?
I am the VP of Professional Services at Helix. Oracle Service Cloud is one of the primary products we specialize in for implementations and services.
What aspect of your role do you enjoy the most?
I really enjoy working with many different clients and helping them solve business issues and improve customer service with Oracle Service Cloud. And it's fascinating to see the differences between organizations and industries.
What is something you're proud of during your time of using Oracle Service Cloud?
Helix was asked to develop and deliver the Oracle Service Cloud partner training for the implementation certification. I worked on both the training curriculum and the test and then was the instructor for several of the classes.
How have you used Oracle Service Cloud to solve a business problem within your organization.
We use Oracle Service Cloud for many things within our own organization, including supporting a service desk, tracking opportunities and hosting website content.
Describe Oracle Service Cloud in one word: Knowledge.
What advice would you give to someone who is new to Oracle Service Cloud?
Use the documentation and then try things out. The best way to learn is to get your hands dirty working with it.
Why do you participate in the Oracle Service Cloud Community?
It helps to see what other people are working on and what they might be struggling with in the product. It keeps my skills up to date if I am reviewing something on the community but may not have worked with it recently.
How do you stay current on your industry and on Oracle Service Cloud?
For me, it's a matter of keeping up with the usual things like reading documentation, listening to online trainings, attending tradeshows, keeping tabs on what's being discussed in the Community, etc. Continually working with customers on their organization's goals and their implementations helps too.
What are apps, software and tools (not including Service Cloud) that you can't live
Evernote for keeping notes online is a lot easier than managing them on paper
My FitBit Blaze for keeping me active or at least reminding me I need to be active
What is your favorite tool or technique for staying organized?
I use labels in my email to organize and move things out of my inbox. Besides helping to organize my inbox, they help me to know what I still need to process.
What would you do (for a career) if you weren't doing this?
I would be the host on a travel show where you go around the world and try out all the different spots and talk about what you like and don't like about them.
What's the best vacation you've ever taken?
We took a family vacation to Trail West in Colorado with several other families we knew. We had adventure, a lot of laughter and got to unwind completely. We like it so much we went back a second time a few years later.
Thanks to Carl for participating in our member spotlight and helping us get to know you better. And of course, thank you for contributing in so many varied ways to the Community. Your willingness to share your experience and expertise are much appreciated by your peers and the Oracle Service Cloud team.
Erica and Carl get to meet in person at Modern Service Experience 2016.