Tuesday Feb 25, 2014

Oracle Service Cloud (RightNow) February 2014 Release is Generally Available

The February 2014 release of Oracle Service Cloud (RightNow) delivers a broad range of improvements to Cross Channel Contact Center, Web Customer Service, Policy Automation, and the Service Cloud Platform. 

Release Resources

Key Elements of the Oracle Service Cloud February 2014 Release

In the February 2014 release of Oracle Service Cloud we continue our commitment to improving and enhancing the Oracle Service Cloud suite of applications in order to empower great customer experiences. 

Organizations will benefit from several new Web Customer Service features including additions to Virtual Assistant, a break-though application that provides pro-active interactions that humanize the self-service experience. Enhancements to the Mobile Agent App further empower service organizations to adapt and customize the mobile experience to their unique mobile requirements, and additional functionality has been added to the Cross-Channel Contact Center to improve administration, information access and agent user experience.  Policy Automation adds functionality to further simplify and streamline the policy automation process as well as increases language support.  And, we continue to provide high value APIs, integration, and extensibility capabilities.

Cross-Channel Contact Center

  • Mobile Agent App
  • Asset and Product Registration
  • Web Accessibility for Feedback
  • Report Delivery Option
  • Microsoft Outlook Integration

Web Customer Service

  • Feedback Reports for Virtual Assistant
  • Virtual Assistant Extension of Interface Functionality
  • Community Search Experience
  • Dynamic Form API in Customer Portal

Policy Automation

  • Interview Refinements
  • Enhanced Agent Desktop Capabilities
  • Improved Rule Navigation
  • New Reusable Sample Projects
  • More Language Parsers

Service Cloud Platform

  • PHP and SOAP File Attachment Sharing APIs
  • Assets Support in APIs and ROQL Enhancements

A complete list of enhancements to Oracle RightNow Cloud Service can be found in the November 2013 Release Notes. 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. 

New Training

RightNow Social Monitor Administration Collection

This collection of free, on-demand eLearning modules covers the basics of configuring and using RightNow Social Monitor for administrators. This series covers the following topics:

  • RightNow Social Monitor: Social Monitor Overview
  • RightNow Social Monitor Administration: Editing Search Schedules
  • RightNow Social Monitor Administration: Subscribing to an RSS Search
  • RightNow Social Monitor Administration: Creating Topic Monitoring Themes

Click here to access these courses.

RightNow Social Monitor User Collection

This collection of free, on-demand eLearning modules covers the basic set-up and configuration tasks for RightNow Social Experience community administrators. This series covers the following topics:

  • RightNow Social Monitor: Social Monitor Overview
  • RightNow Social Monitor User: Performing Searches
  • RightNow Social Monitor User: Adding the ChannelUsernames Field to Contact Records
  • RightNow Social Monitor User: Responding to Incidents
Click here to access these courses. 

Upgrading

If your customer is interested in upgrading, please refer them to these resources:

Upgrades can be initiated online at http://cx.rightnow.com under the My Site Tools section.

Social Relationship Management Sales Awareness Training for partners: Paris (May 12&13) and London (May 14&15)

The Oracle Social Relationship management Sales Awareness Training was created to enable partners with the selling tools required to present solutions to their clients with a basis of understanding of the technology, its features and its market preparedness. The course will cover a wide range of topics to give each student a basis of understanding of the product. Each student will learn the key points in each topic area, and will learn how the product should be positioned in various different situations.

By the end of the boot camp each student should be able to articulate several key points including (but not limited to) value proposition, strengths of the product, key markets, etc. Each student will complete the course with a level of understanding which will allow them to take and pass the Oracle Social Relationship Management Sales and/or Pre-Sales Assessment exam. 

What will we cover

  • Social Sales Strategies
  • Oracle SRM Value Proposition
  • Key Differentiators
  • Live Demonstrations
  • Go To Market Playbook and Success Stories
  • Oracle SRM and Eloqua Marketing Cloud Integrations 

Audience: This training is targeted for partners.  Any sales, pre-sales, practice leads, consultants, marketers, and social media and community managers are welcome

Duration: The training is an instructor led hands-on workshop, available as a one and half day in-class format

Registration Fee: This event is offered FREE of charge to select Oracle Partners. Note: Students must bring their own laptops.

Paris - May 12 & 13, 2014 - Oracle Paris, Salon Sogres, Bd Charles de Gaulle, Colombes : Agenda, Prerequisites and Registration

London - May 14 & 15, 2014 - Oracle London, Room Waterloo, 6th floor, 1 South Place, London EC2M 2RB : Agenda, Prerequisites and Registration


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