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

Tuesday Dec 22, 2015

First Fashion Lookbook Widget for Commerce Cloud

Inspire deeper connections between customers and products with the first and only fashion lookbook widget for Oracle Commerce Cloud. Successful brands are the ones building deep emotional connections between their customers and products.

RealDecoy’s Fashion Lookbook for Oracle Commerce Cloud helps curate completed looks that inspire and focus shoppers to purchase more, and more often. It integrates seamlessly and quickly with your UX design.

Watch this video and see how to deliver shoppable content faster, easier, and at a lower cost (without involving IT).

Thursday Dec 17, 2015

Preview of Oracle Applications Cloud Release 11

To help you prepare for the upcoming Release 11, we are pleased to offer a preview of its new, modern business-empowering features. On the Release Readiness page, we have added content for Sales, Human Capital Management, Enterprise Resource Planning, Supply Chain Management, and Common Technologies. Specifically, we have just introduced:

  • Spotlights:  Delivered by senior development staff, these webcast-delivered presentations highlight top level messages and product themes, and are reinforced with a product demo
  • Release Content Documents (RCDs):  This content includes a summary level description of each new feature and product

Wednesday Dec 09, 2015

New Commerce Cloud Video: Extensions & Code Management

This is the fourth in a series of videos produced by the Product Management organization.  They cover a range of subjects related to Oracle Commerce Cloud.  

This video focuses on the way Oracle has simplified how developers can extend, integrate and customize the shopping experience.  Adding new capabilities with custom widgets, modifying CSS or JavaScript, and now all done with ease, from a unified administrative panel.

Watch the video here

Tuesday Dec 01, 2015

Oracle Service Cloud November 2015 is now Generally Available (GA)

Today we are pleased to announce another great quarterly product release for Oracle Service Cloud.

The November 2015 release adds more advanced capabilities to Contact Center, Web Customer Service, Knowledge Management, and Policy Automation.

Highlights from the November release include:

  • Continued enhancements to Oracle’s new market-leading Knowledge Management solution, Knowledge Advanced, adding functionality such as Intents and searchable analytics reports as well as more knowledge authoring functionality within the Agent Browser User Interface.
  • Expanded functionality in the Agent Browser User Interface, including Collaboration in Context, Co-Browse Phone Scenario, Knowledge Advanced Authoring and Social Incident Response Management.
  • New REST API capabilities that support pagination, sorting, file attachments, and the ability to execute reports.

Spotlights: Delivered by senior development staff, these webcast-based presentations highlight the enhancements to our November 2015 release. Please register prior to the live event or watch the replay when available: November 2015 Partner Release Overview Webcast 

Release Content Documents (RCDs): Learn what's new in the upcoming release by reviewing summary descriptions of each new feature and product: November 2015 Release Control Document (RCD)

What's New: Learn about what's new in the upcoming release by reviewing expanded discussions of each new feature and product, including capability overviews, setup considerations, usage tips, and more: What's New in November 2015 

Release Training: Created by product management, these self-paced, interactive training sessions are deep dives into details for key new and existing enhancements and products: November 2015 Tutorials – Link to multiple videos

In order to receive release announcements on a regular basis, we recommend that customers and partners subscribe to the News and Announcements discussion forum on the Oracle Service Cloud Community.

Friday Nov 13, 2015

NEW: Oracle Knowledge Advanced Cloud!

Oracle Knowledge Advanced is a new cloud solution within the Oracle Service Cloud that helps organizations deliver a better customer experience, while reducing overall customer support costs.

It offers advanced knowledge management functionality for both agents and self-service deployments. It is based on a combination of natural language processing, machine learning and flexible authoring technologies.

Read the news release and CMS Wire coverage to learn about the latest solution.

 

Friday Oct 23, 2015

Service Cloud Integration using Oracle Integration Cloud Service

Here is a new whitepaper giving an overview of Oracle Service Cloud integration capabilities with other front office applications or with an ERP, leveraging Oracle Integration Cloud Service (ICS) which is a game changer in the world of applications integration!  

Friday Sep 25, 2015

NEW! Oracle Customer Experience Cloud for Midsize

To help midsize organizations simplify complexity, grow faster, differentiate from competitors, and better serve their customers, Oracle announced Oracle Applications Cloud for midsize companies. It spans critical business functions and includes Customer Experience (CX) for Midsize, Enterprise Resource Planning (ERP) for Midsize, and Human Capital Management (HCM) for Midsize. The new software-as-a-service (SaaS) offerings deliver a consistent user experience, single version of the corporate truth, and are simple to deploy, secure, and intuitive. They enable midsize organizations to adopt modern best practices, increase business agility, reduce complexity and costs, and succeed in a digital world.

Oracle Customer Experience Cloud for Midsize

This new offering empowers midsize organizations to differentiate themselves throughout the customer engagement lifecycle and maintain long-lasting and rewarding customer relationships, transforming interactions with their end customers. Oracle Customer Experience for Midsize enables data sharing and alignment between functions to better serve customers leveraging best-in-class sales, marketing, and customer service capabilities in a simple-to-use, integrated cloud platform.

Read the press release here and stay tuned for an EMEA partners announcement webinar to come...

Thursday Aug 27, 2015

Latest Oracle Service Cloud Product Release Powers Impactful Community Self-Service Experiences

Today more than one in three customers prefers to contact brands through social channels rather than by phone or email (Nielsen), and the distinction between social and traditional channels is eroding. To deliver the best possible customer experience across traditional and digital channels, customer care organizations need to provide a positive and unified experience where and when customers want, whether they are on Twitter, Facebook, peer-to-peer communities, or other social networks.

Following Oracle’s recent Twitter-enriched social customer service announcement, the latest release of Oracle Service Cloud and Oracle Social Cloud continues to power positive and differentiated customer experiences. The new functionality includes:

New Community Self-Service solution to help streamline the customer journey

  • New approach to web self-service brings community functionality directly into core Service Cloud multi-channel web experience
  • Service Cloud now enables organizations to deliver a seamless experience between web self-service and community interactions, leveraging power of customer knowledge to improve service operations
  • A customer no longer needs to separately navigate self-service and community sites to find an answer, instead discovering and interacting with both formal knowledge (knowledge base) and informal knowledge (community answers) in a single experience

Enhanced social service and incident routing

  • New workflow capabilities between Social Cloud and Service Cloud enable businesses to leverage power of social insights and engagements
  • Business users can now attach contextual attributes and notes from posts or incidents identified by Social Cloud directly to Service Cloud to improve service quality and efficiency by providing more customer information and context

Extended social listening and analytics capabilities to private data sources

  • Enhanced connectivity between Social Cloud and Service Cloud has also extended social listening and analytics to enterprise private-data sources, such as the new  community self-service capability, survey data, and chat and call logs.
  • Organizations can now listen and analyze unstructured data and gain insights with terms, themes, sentiment, and customer metrics, and view private and public data side by side in the Oracle SRM.

According to Gartner, investment in peer-to-peer communities drives support costs down and boosts profits. In fact, in a December 2014 Gartner research note entitled “Nine CRM Projects to Do Right Now for Customer Service,” Michael Maoz, Vice President, Distinguished Analyst, Gartner, writes, “Gartner clients who are successful in this space are still seeing on average of 20% reduction in the creation of support tickets following the introduction of peer-to-peer communities.” Maoz goes on to say, “Clients are seeing other business benefits as well. By enabling community-based support, clients have been able to recognize new sales opportunities and increase existing customer satisfaction, resulting in increased revenue in several of these cases.”

For more information about this leading social customer service product, read the news release and check out the VentureBeat profile!

By David Vap (Oracle GVP Service Cloud) 

Friday Aug 14, 2015

Preview of Oracle Applications Cloud Release 10

To help you prepare for the upcoming Release 10, we are pleased to offer a preview of its new, modern business-empowering features

On the Release Readiness page, we have added content for Sales, Human Capital Management, Enterprise Resource Planning, Supply Chain Management, and Common Technologies

Specifically, we have just introduced:

  • Spotlights:  Delivered by senior development staff, these webcast-based presentations highlight top level messages and product themes, and are reinforced with a product demo.
  • Release Content Documents (RCDs):  Summary level descriptions of each new feature and product.    

More to come...

Thursday Aug 06, 2015

Optimize Territory Alignment with Oracle Sales Performance Management

Use analytical insights, social collaboration, and real-time access to information on any device to bridge the gap between sales plans and performance. Visit Oracle Modern Best Practice to find out how!  

Monday Jul 27, 2015

Oracle Sales Cloud Enhancements Help Sales Teams Increase Business Agility and Revenue

New release empowers modern sales best practices through enhanced analytics, partner relationship management and industry-specific solutions

Redwood Shores, Calif. – July 27, 2015 – To provide sales teams with the modern processes, tools, resources and intelligence required to increase revenue, Oracle today announced significant updates to the Oracle Sales Cloud. Part of Oracle Applications Cloud Release 10, the latest release of Oracle Sales Cloud helps organizations increase sales and drive efficiencies through a simplified user experience that delivers enhanced analytics, partner relationship management and industry-specific solutions.

The way customers interact with an organization’s sales department is rapidly changing. A recent study by CEB found that 57 percent of the purchasing process is over before customers even talk to an organizations sales team. In this new business environment, organizations need to empower their sales teams with fast, easy and modern sales tools that support mobile productivity, insightful and collaborative selling, and aggressive pipeline creation.

With the latest release of Oracle Sales Cloud, Oracle helps sales teams increase business agility through enhanced decision-making and collaboration. A modern, interactive dashboard includes new pre-built reports and improved visualizations that provide the sales team with insights and analysis in real time. In addition, sales professionals can take advantage of a new Mobile App Designer tool to create intuitive reports and dashboards using drag and drop functionality, specifically designed for smartphones and tablets. To further enhance the sales process, Oracle Sales Cloud now enables partners and sales teams to communicate securely in the Oracle Social Network. Robust reporting capabilities have also been added to Oracle Sales Cloud partner relationship management capabilities to enable improved real-time analysis.

"With the Oracle Sales Cloud dashboards, our sales managers can rank sales team member performance, share actuals to quotas and create a culture where information is made available in real time so adjustments and/or actions are taken to avoid surprises," said Jay Krishnamurthy, VP & Global CIO, Wilsonart.

To drive efficiencies and lower costs, Oracle Sales Cloud now offers even deeper industry capabilities with new purpose-built functionalities for high tech and manufacturing, financial services, consumer goods and communications. With industry-specific functionality, sales teams can save time by taking advantage of deep domain knowledge and purpose-built applications that are designed to meet their unique sales needs.

“Organizations need to empower their sales teams with fast, easy and modern sales tools in order to compete successfully in today’s global marketplace and meet skyrocketing customer demands,” said Aaron Shidler, vice president, product strategy, Oracle. “Oracle is committed to helping organizations rethink the sales process by providing sales professionals with a modern cloud solution that fits the specific needs of their business. With the latest updates in the Oracle Sales Cloud, Oracle is helping sales teams quickly and easily take advantage of the latest technologies to sell more, know more and grow more.”

Oracle Sales Cloud is part of the Oracle Customer Experience (CX) Cloud, which also includes Oracle Marketing Cloud, Oracle Social Cloud, Oracle Service Cloud, Oracle Configure, Price and Quote Cloud and Oracle Commerce Cloud.

Oracle Cloud Solutions

Oracle provides the industry’s broadest and most complete portfolio of public, private, and managed cloud offerings to offer customers the choice of deployment model. Oracle Cloud delivers a broad suite of public cloud services across DaaS, SaaS, PaaS, and IaaS. Oracle also provides a rich portfolio of products and managed cloud services to deliver enterprise private clouds.

Partner Quotes

“Accenture looks forward to working with Oracle through the Accenture Oracle Business Group to help our clients take advantage of the enhanced User Experience and new capabilities offered by Oracle Cloud Release 10 across HCM, CX and ERP,” Terri Strauss, managing director, Oracle platform lead for Accenture.

“Oracle’s commitment toward innovation will continue to provide sales professionals with modern and intuitive sales tools,” said Bryan Hinz, Vice President, CX, Apex IT (Specialized Partner of the Year: CX Solution - North America).  “With enhanced industry-specific solutions around financial services, consumer goods and communications, this release of Oracle Sales Cloud will also allow Apex IT to continue to help our customers transform their business driving efficiencies and value into their sales teams.”

"Our clients are looking for solutions that enable dynamic sales organizations to have actionable insights and real-time analysis on performance," said Rubin Mohan, principal, Deloitte Consulting LLP, and customer go-to-market leader within Deloitte Digital. "We believe there is an enormous opportunity for companies to drive business value with cloud technologies and look forward to helping our clients explore the new enhancements within Oracle Sales Cloud."

“For the last several years at eVerge Group, we have partnered with our customers to transform and modernize their sales business processes with Oracle Sales Cloud as the foundation. What impresses our customers the most is embedded analytics reporting capabilities and ease of use.  With Release 10’s new and enhanced features – such as Mobilytics, White Space Analysis, and improved Industry Solutions – Oracle has made the most feature-rich cloud CRM application available in the market even better.” – Ajay Pandey, VP of Customer Experience Delivery at eVerge Group

Monday Jul 13, 2015

Oracle Sales Cloud R10 Release Readiness

The Oracle Applications Cloud Release 10 is planned to release in Q1FY16 – pending Oracle Management approval. Readiness material will be published and announced to customers, partners and Oracle employees on https://cloud.oracle.com/saasreadiness

  • Release Content Document – preview
  • Spotlight videos
  • What's New
  • Functional Release Training
  • Product Documentation
  • Links to Community resources and Live Events

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 (support.oracle.com).

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.

Tuesday May 19, 2015

Oracle Service Cloud (OSVC) May 2015 is now Generally Available

Today we are pleased to announce another great quarterly product release for Oracle Service Cloud!

The May 2015 release of Oracle Service Cloud provides significant new features and capabilities across the Oracle Service Cloud in the areas of Knowledge Management, Cross-Channel Contact Center, Policy Automation, Field Service Management and Platform.  May announces the anticipated release of Oracle Service Cloud Knowledge Advanced bringing key capabilities from the Oracle Knowledge product into Oracle Service Cloud in the form of the Knowledge Advanced edition. 

The May release also adds enhancements to Collaboration making it even easier to harness the expertise across your organization by enabling agents to collaborate directly with subject matter experts anywhere in your enterprise. Policy Automation adds mobile functionality to further simplify and streamline the policy automation process.

Please assist us in  getting the word out to customers about our releases. In order to receive release announcements on a regular basis, it is recommended that customers and partners subscribe to the News and Announcements discussion forum on the RightNow Community. 

We are providing you this link (external announcement) to our Knowledge Base Article May 2015 Release Announcement to assist you in communication of our May 2015 release to our Customers. 

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