Monday Jul 11, 2016

Oracle Cloud July Update - Visibility into New SaaS Functionality

Major releases are the primary vehicle for delivering new product functionality to the SaaS fleet. In addition, the SaaS fleet receives a monthly update. Monthly updates address product issues discovered mid-release. But they can also serve as a vehicle for delivering "new features". The purpose of this communication is to provide visibility into new and enhanced functionality that is delivered off-cycle via monthly updates.

Specifically, this communication describes new SaaS functionality added in the last 30 days and it only includes the affected product areas :

Tuesday May 17, 2016

Oracle Service Cloud May 2016 release is now Generally Available (GA)

With the May 2016 release of Oracle Service Cloud, you have access to new and enhanced functionality in Web Customer Service, Contact Center, Knowledge Advanced, Policy Automation, and Agent Browser User Interface.

Industry-leading Policy Automation continues to offer new features that enable organizations to automate complex service requests. Capabilities included in this release enable omni-channel interviews and expand interview experiences.

For complete May 2016 release details, please see the below resources.

Former Tutorial versions are also available on YouTube

May 2016 Documentation Overview

Centralized release resources on the Oracle Service Cloud Community


Tuesday May 10, 2016

Oracle Sales Cloud Release 11 : what's New?

Check the Oracle Sales Cloud Release 11 What's New microsite!

This guide outlines the information you need to know about new or improved functionality available in Oracle Cloud Release 11. Each section includes a brief description of the feature, the steps you need to take to enable or begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.

Friday May 06, 2016

Oracle launches latest Oracle Field Service Cloud offering to power a completely connected Customer Service Experience

New field service capabilities can improve customer satisfaction and response times, while reducing service delivery costs

Oracle today announced a comprehensive new release of Oracle Field Service Cloud, formerly known as TOA Technologies. The latest release, which is part of Oracle’s end-to-end cloud customer service offering, delivers extensive new field service enhancements focused on mobility, ease of use, and connecting contact center agents delivering service via the phone, email, and chat to field technicians providing in person support.

Read the full press release here

Wednesday May 04, 2016

Announcing the Oracle Service Cloud Analytics Cookbook

We are pleased to announce a new resource, the Analytics Cookbook, to help you learn and be more successful with reporting in your Oracle Service Cloud site. 

In the Analytics Cookbook, you'll find:

  • Reporting Technique Videos, which provides "how to" details on report functionality configuration (plus subtle tips and tricks!) and usage
  • Custom Report Recipes, contributed by your peers, partners and the Oracle Service Cloud team, include:
    • Report descriptions and screenshots
  • PDF and importable XML report definitons 
  • Report specific instructions

Whether you're a brand-new report cook or a master reporting chef, the Analytics Cookbook has something for you, especially with beginner, intermediate and advanced level report recipes!

We'll be growing this resource to include more reporting technique videos and report recipes, so make sure to log into the Community and subscribe to the Analytics Cookbook post.

Learn more about how you can start cooking up reporting success with the Analytics Cookbook!

Tuesday Apr 26, 2016

Oracle Commerce Cloud v16.2 is now available!

Check out the latest Oracle Commerce Cloud documentation here!

Thursday Apr 21, 2016

New video helps position Oracle Service Cloud role-based experiences

In this new video, see how Oracle Service Cloud's Cross Channel Contact Center provides the right tool for different roles in customer service, such as service agents, supervisors and non-contact center users.

The video introduces the key personas in customer service teams: Tier-1 Agents, Supervisors and Non-Contact Center Users

Watch here


Wednesday Apr 13, 2016

Oracle Service Cloud is introducing HR Help Desk for HCM Cloud!

Built on the Oracle CX SaaS Platform, HR Help Desk Cloud provides seamlessly integrated service request management for HCM Cloud, enabling HR professionals to personalize the employee experience and service the needs of employees.

Read the recent press release announced at last week’s Oracle HCM World event to learn more about HR Help Desk for HCM Cloud.

Monday Apr 04, 2016

Oracle Commerce Cloud 16.2 product documentation is here!

The Oracle Commerce Cloud 16.2 product documentation is now publicly available. See here

Also see details of what’s new here. Enhancements include:

  • Support for the following additional currencies:  
  • Support for cash payments (deferred payments)
  • Enhancements to the Web Content widget, allowing you to include text, rich text, and image elements
  • Ability to exclude payment details from order data sent to non-PCI compliant systems
  • Return Request Update webhook
  • Oracle Commerce Assisted Selling Cloud Service mobile application

Thursday Mar 10, 2016

Oracle Field Service, February 2016 release, What's New ?

Oracle Field Service Cloud helps you provide unparalleled customer service by leveraging customers’ service needs, optimizing scheduling, and informing field service representatives. By getting the right person to the right place at the right time, you deliver service quality with maximum efficiency.

Oracle Field Service Cloud is built on time-based, self-learning, and predictive technology, empowering you to solve business problems while evolving your field service organization. This foundational technology empowers users with accuracy, context, and intelligence through eight powerful modules: Core Manage, Routing, Mobility, Forecasting, Capacity, Smart Location, Collaboration, and Customer Communication.

Discover what comes with the February 2016 release here

Tuesday Mar 08, 2016

Oracle Sales Cloud Release 11 Readiness materials

The next and final wave of readiness content is ready for you: The Release 11 Readiness page includes What's New; Release Training; Product Demos, video's, etc. Go to (Support > Release Readiness).

Oracle Service Cloud Feb 2016 Release: Spotlight Video

Watch this new 7-minute video on YouTube release spotlight video highlights the key Field Service enhancements in the February 2016 Oracle Service Cloud Release.

Tuesday Feb 23, 2016

Oracle Service Cloud February 2016 is now Generally Available (GA)

With the February 2016 release of Oracle Service Cloud, you have access to new and enhanced functionality in Web Customer Service, Contact Center, Knowledge Management, Policy Automation, and Field Service Management.

Key release highlights include Oracle Field Service Cloud's (formally TOA Technologies) new field supervisor tools and the addition of new mapping functionality, providing greater visibility. Additionally, the February release adds several new enhancements to Policy Automation including dynamic online interviews and usability features to improve the overall experience for agents and customers.

For complete February 2016 release details, please see the below resources:

Release Overview: Delivered by senior development staff, these webcasts highlight the new and enhanced functionality in the February 2016 release. Please register prior to the live event or watch the replay when available. February 2016 Partner Release Overview Webcast - March 1st

What's New: Learn about what's new in the February 2016 release, by reviewing descriptions of new and enhanced functionality, including capability overviews, setup considerations, usage tips, and more. What's New in February 2016

Release Content Documents (RCDs): Review summary descriptions of new and enhanced functionality. February 2016 Release Control Document (RCD)

Release Training: Created by product management, these self-paced, interactive training sessions are deep dives into detail about new and enhanced functionality. February 2016 Tutorials – Link to multiple videos

Product Documentation: Oracle's online documentation includes detailed product guides to ensure successful implementation and use of the Oracle Service Cloud solution. February 2016 Documentation Overview

Centralized Oracle Service Cloud Release Resources: Reference present or past release resources in this Knowledge Base article. Centralized Release Resources Knowledge Base Article

Tuesday Feb 16, 2016

Service Cloud Feb 2016 Release Partner Webcast - March 1st

The Oracle Service Cloud February quarterly release is coming soon.

Join us on Tuesday, March 1st for an Oracle Service Cloud February 2016 Release Overview Webcast to learn about new capabilities and enhancements delivered in this latest release.


Tuesday Feb 02, 2016

Documentation for Oracle Service Cloud Products

The Oracle Service Cloud documentation includes detailed help for product configuration and customization, installation and upgrade procedures, release notes and service pack information, and additional guides.

See the full documentation here



« July 2016