Wednesday Jul 01, 2015

Oracle Service Cloud (RightNow) June Newsletter

The Oracle Service Cloud (RightNow) development team is pleased to share with you the June 2015 edition of their quarterly newsletter. 

You’ll find the newsletter full of information on Oracle Service Cloud.

Click here to read it!

Friday Jun 26, 2015

Oracle CRM On Demand Release 29 Is Generally Available

Oracle is pleased to announce that Oracle CRM On Demand Release 29 is Generally Available as of June 26, 2015. Please monitor the Service Information link within the application for specific details on your Release 29 deployment dates.

Oracle CRM On Demand is part of Oracle's long-term commitment strategy and the product roadmap proves our investment. Oracle CRM On Demand is also supported by our Applications Unlimited Lifetime Support Policy, which can be found on the Oracle Support Site.

Oracle CRM On Demand Release 29 includes some exciting new features:

  • Usability remains a key theme for CRM On Demand and Release 29 brings many enhancements to streamline the user experience.  The user interface has been updated as part of our Modern UI efforts to increase user adoption.
    • New Record Layouts offer a streamlined form when creating new records.  Rather than intimidate a user by presenting a full screen to be filled out, New Record Layouts contain only essential fields.  Users are more likely to fill out forms more frequently with fewer fields to populate.
    • Enhanced Keyword Search improves search capability by offering case-insensitive, fuzzy-like searching.  Searches will return records with common spelling and roots, special characters, and even matches with words in a different order.  
    • Display Alert Message as a Popup Window at Login will enable users to see a message when they login, keeping them informed about important information such as special offers, system updates or corporate news.  Alerts can be limited to a specific time window so there is no need to remember to deactivate them. 
    • Custom Icons can now be uploaded into CRM On Demand, allowing for further branding and personalization of the system.
  • Mobility enhancements with Release 29 have continued to evolve the mobile experience.  This includes adding features to CRM On Demand Connected Mobile Sales and adding features to support the mobile user.
    • Connected Mobile Sales has been updated with configurable modern icons and a powerful new feature to automatically populate follow up appointments.  Users can schedule their next meeting with a single tap. 
    • Hardware Based Themes will automatically detect if a user is accessing CRM On Demand from a tablet and display the theme of choice.  The modern theme is presented for a tablet and the classic theme for a PC.
  • Calendar enhancements make it easier than ever to leverage the CRM On Demand Calendar intuitively and seamlessly with other devices.
    • Need to move a meeting?  Just drag and drop the meeting to its new time.  There’s no need to open up and edit the appointment.
    • See what you’re up to at a glance with color coded appointments; each type of appointment can have a different color, calling out customer meetings from internal calls at a glance.  Coupled with more detail on the Appointment itself, view the Account, Contact and Phone Number from the calendar, without needing to view the appointment details page.
    • If Monday to Friday is not your standard work week, you can set the start day of the week to suit your preference.
  • Configurability and Extensibility has improved with each release of CRM On Demand. 
    • Web Services are used to retrieve a list of reports in CRM On Demand and enable the ability to access Dynamic Page Layouts.  This improves integration options and makes migration from one environment to another much easier. 
    • Workflow on User Object has been added, enabling for follow up tasks, field updates and notifications to be issued when changes are made to a user profile, such as a change in role or data visibility.
    • JavaScript API has been enhanced with Language Specific Coding, allowing integrations to retrieve field information in the language that the user sees.  This ensures that any integrations built can contain logic unique to different regions or languages, thereby improving overall usability.
    • Analytics coverage for optimized custom fields across Activities, Contacts, Opportunities and Service Requests support improved reporting.

For additional details on the new features in Oracle CRM On Demand Release 29, please review the Transfer of Information (TOI) recordings available on My Oracle Support (

Our next few releases of Oracle CRM On Demand will continue to focus on new enhancements in Usability and Mobility. 

These resources enable customers and partners to maximize the value of Oracle CRM On Demand.

  • Oracle Cloud Marketplace enables customers to browse and review partner applications that enhance Oracle CRM On Demand.
  • Customer Advisory Boards consist of industry-leading customers and Oracle product managers.  These Boards provide an opportunity to collect customer feedback and can influence future strategy and roadmap.
  • The Oracle CRM On Demand User Group is managed fully by customers.  Their mandate is to work with Oracle Product Management to help influence product strategy.
  • Communities can be accessed from My Oracle Support and are used to collaborate with peers and Oracle CRM On Demand experts.

Thursday Jun 25, 2015

Oracle Service Cloud July Ask the Experts Webinar: Providing Multilingual Customer Support

Wednesday, July 29th @ 8 a.m. PST/11 a.m. EST

Hear Oracle Service Cloud customers Josh Larson, Sr. Manager, Technology Solutions & Operations at LinkedIn and Matt Cooper, Global Customer Experience CRM & Project Manager at iRobot Corporation showcase how they support clients worldwide using Language I/O technology in conjunction with Oracle Service Cloud to simplify processes, reduce costs and support more markets. During this webinar, Josh and Matt will cover:

  • Their respective multilingual support strategies
  • Before & after Language I/O technology implementation (LinguistNow)
  • Implementation & configuration
  • Demo of LinguistNow (FAQ’s and Incidents)
Register Now!

Tuesday Jun 23, 2015

Cooking up leads: 3 ingredients of an award-winning recipe

How can you make the most out of your leads? Here are 3 core ingredients in our modern marketing recipe for success

What is the stage of your marketing data?

Today’s modern customers have high expectations. What is the stage of your marketing data and how you can use it wisely?

When it comes to mobile content not much beats the power of SMS

You may want to rethink your current mobile marketing strategy if SMS is not included: 90% of SMS messages are opened and read within the first 90 seconds of receipt

According to CMOs this is priority one for consumers

CMOs are realizing that the customer experience (CX) is vital for any brand to have any kind of hope of surviving the next years

Modernize Your Customer Experience by attending 2015 OOW CX Central

In today's world you need to exceed your customers' expectations. Your customers expect a seamless experience when they interact with your brand. Don't fall behind. Attend CX Central @ OpenWorld to:

Hear how customers are modernizing their business with native mobile, social, and analytics technologies to beat out their competition.

Learn from industry experts and discover how to leverage best practices for never missing an opportunity with a customer and gaining a competitive advantage.

Find out about the latest in Oracle Cloud and CRM solutions, including marketing, sales, service, and commerce

See CX Central details here

Oracle's Larry Ellison Calls Cloud A 'Much Better Business. Here's Why!

When an industry is being disrupted, the way that cloud computing is upending the technology business today, established companies like Oracle are supposed to hedge their bets and cling to their old ways.

Instead, what was striking about Oracle’s Q4 FY2015 earnings call last week was the unequivocal way Oracle’s top three executives described the company’s cloud computing shift, as well as how fast its customers are adopting Oracle’s broad cloud software, platform, and infrastructure products.

“I would not trade the cloud revenue for the license revenue, as cloud revenues and cloud bookings mean significantly more in revenues and earnings over time,” Oracle CEO Safra Catz said.

Oracle Executive Chairman and CTO Larry Ellison described cloud as “a much better business for us.”

Read  the reasons why in the full Forbes article

More Business with Oracle Sales Cloud Quick Tours

Quick Tours is a simple, interactive application that gives users a taste of Oracle Sales Cloud functionality and experience. Users get instant, self-serve access through Oracle Single Sign On (SSO), with no approvals required

Interactive HTML experience of Oracle Sales Cloud for the main components of Oracle Sales Cloud, including: Leads, Opportunities, Accounts, Contacts and more. Call outs and videos guide a user through the journey, providing tips and additional information at every step.

You can invite your Customers to take a Tour, so they will try in a quick and modern way how Oracle Sales Cloud is performing.

Try it yourself and Invite your Customers to have a Quick Tour HERE

Monday Jun 22, 2015

Live Webcast – Larry Ellison Unveils New Oracle Cloud Platform Services - Today 10am PST

Launch Webcast: Integrate, Accelerate and Lead with the Oracle Cloud Platform

Watch live as Larry Ellison, Executive Chairman of the Board and Chief Technology Officer and Thomas Kurian, President, Product Development, unveil new Oracle Cloud services.

Discover how you can drive innovation with the leading enterprise Cloud platform:
  • Integrate with next-generation Cloud services.
  • Accelerate application development and deployment.
  • Lead the transformation of your business.

Tune-in early -- live interviews start at 10:00 a.m. PST Register today.

Wednesday Jun 17, 2015

Boxfusion Consulting Sales Cloud Reference Forum - June 23rd

Join us for another Oracle Customer Reference Forum on June 23, 2015, to hear Andy Stevens, Delivery Director of Boxfusion Consulting, talk about why they have chosen to implement Oracle Sales Cloud. Andy will share Boxfusion’s selection process for Oracle Sales Cloud, its implementation approach, and benefits derived from the application. He will also talk about Boxfusion’s experiences helping customers implement Oracle Sales Cloud.

Register now to attend the live Forum on Tuesday, June 23, 2015, at 8:00 A.M. Pacific Time/11:00 A.M. Eastern Time and learn more from Boxfusion Consulting directly.

Listen to all Customer Forum replays available on demand here, including Acorn Paper, APEX IT, Batesville,, iBasis, and more!

Register Now: Save Yourself Time and Headaches With Oracle Service Cloud Report Administration Tips & Tricks

We invite you to register for this upcoming Oracle Service Cloud Ask the Experts webinar.

Save Yourself Time and Headaches With Report Administration Tips & Tricks

Wednesday, June 24 @ 8 a.m. PST/11 a.m. EST

Join Kenny Tietz, Oracle Service Cloud Analytics Product Manager and previous Customer Care Operations Manager, as he dives into the tips and tricks that will save you time with report administration. Hear Kenny discuss how to avoid common pitfalls that plague experienced and new administrators alike when creating/maintaining reports for their organizations. During this webinar Kenny will talk about:

  • The report lifecycle
  • The importance of creating and sticking to a reporting plan
  • Using templates and report linking to save time and create consistency
  • Benefits of using the Report Management tool

Register Now!

Tuesday Jun 16, 2015

New Oracle eBook: Social Selling

Why is social selling important and valuable to both sales and marketing? Download this new Oracle eBook

Be an Advisor, Not a Sales Person!

60% of buying decisions are made prior to speaking to a sales person. Learn how to achieve bigger and more profitable deals for your organization. Read the article here


« July 2015