Tuesday May 26, 2015

Oracle Service Cloud May 2015 Release – Optimizing Integrations across the Oracle Portfolio by Stephen Fioretti

The May 2015 release of Oracle Service Cloud enhances the power of Service Cloud with integration accelerators for Siebel, EBS and Oracle Field Service Cloud.  These new accelerators enable companies to connect their Service Cloud solutions with other business systems, optimizing their investments while improving operations across the organization.

Unlike traditional integration offerings, Oracle Service Cloud Integration Accelerators are designed to equip companies and technology partners with the resources they need to quickly and easily build custom integrations that leverage the power of Oracle’s business solutions to meet the unique and evolving requirements of each organization.

Extend Great Service to the Field

With the acquisition of TOA Technologies in 2014, Oracle Service Cloud added field service management capabilities to its suite of products to help companies further streamline web self-service, contact center and field service interactions. To optimize the integration between Oracle Field Service Cloud and Oracle Service Cloud, this Accelerator enables companies to leverage the field service solution’s powerful, predictive routing and scheduling functionality directly within the Oracle Service Cloud Agent Desktop. Using an intelligent booking calendar, contact center agents can book field appointments based on the real-time availability of field resources – so customers can choose a date and time that’s most convenient for them. Field service employees get more context about a customer’s problem, and contact center agents can view updates as work is assigned and completed.  Companies can now deliver a holistic and consistent service experience from the moment an inbound incident is received, through appointment scheduling and routing, and all the way through post-appointment customer feedback.

Connect Web Self Service with Siebel for a 360° Customer View

The Siebel Integration Accelerator enables the creation of custom widgets to show customer information in both Siebel and Service Cloud interfaces. Information captured from Customer Portal can be automatically added to a Service Request in Siebel, and outbound communications from the Siebel interface can be viewed in Customer Portal as well.This Integration Accelerator further enhances the integration capabilities for customers looking to utilize both Siebel and Oracle Service Cloud components.

Enhance EBS with Oracle Service Cloud Contact Center Capabilities

The EBS Integration Accelerator builds upon the same capabilities available for Siebel, connecting Web Self Service with the EBS agent interface. In the May release, this Accelerator also adds support for contact center components, connecting with EBS data to identify inbound callers and giving agents access to full customer data and history during an interaction on either the EBS or Oracle Service Cloud platforms.

In addition to these Integration Accelerators, the May 2015 release includes several other new features and enhancements, including:

  • Social Monitor Enhancements
  • Email Management Updates
  • Oracle Service Cloud Knowledge Advanced
  • Oracle Policy Automation for Mobile
  • Field Service Management Mobile Updates
For more information on what’s new in the May 2015 release, click here to read the Release Content Document.

Monday Aug 22, 2011

August Edition of Oracle E-Business CRM Support Newsletter - Now Available

The August Edition of the Oracle E-Business Customer Relationship Management (CRM) Support Newsletter, Document 1320611.1 is now available on My Oracle Support.

Highlights of the August Edition include:
  • Install Base, Service Contracts and Teleservice webcasts announced for August and September
  • Video Tours of new My Oracle Support Search Features
  • Directed and Useful content targeted by CRM Product
  • Critical Patch Updates
  • Making the Upgrade from 11.5.10 Easier
  • Hands On Help with Mobile Field Service

For your convenience, the current version of the EBS CRM Newsletter can always be viewed via Document 1320611.1.  Bookmarking this note in My Oracle Support is recommended. Archived versions are available via Document 1327798.1 and the full listing of all available Oracle Newsletters can be found via note 222.1.

Tuesday Jul 26, 2011

July Edition of Oracle E-Business CRM Support Newsletter - Now Available

The July Edition of the Oracle E-Business CRM Support Newsletter, Document 1320611.1 is now available on My Oracle Support.

We invite you to sample the July edition of the online EBS CRM Newsletter. We feel that it may be of interest to you as it contains valuable news, technical content, and technical updates from the Oracle EBS CRM suite of products.

If you would like to receive this newsletter on a regular basis, please click HERE, enter "SUBSCRIBE" in the subject line, and hit send.


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