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Topics and trends related to the Oracle PartnerNetwork (OPN) Program & Oracle Cloud product strategy.

Oracle Service Cloud Gets a Customer Experience Makeover

Meghan Fritz
Communications Manager

Over the past year, the Oracle Service Cloud team has been working tirelessly on an important "overhaul" of our customer experience platform. Our two goals were to reduce our customers' effort and provide a visually appealing experience that more closely reflected who we are.  To achieve those goals, we employed ethnographic research and design-thinking principles while leaning heavily on best practices related to user and customer experience. The final product represents a collaborative effort that brought together the expertise and input of multiple teams, both internal and external to Oracle Service Cloud. Some of the highlights include:

  • New Entry Point - cx.rightnow.com is now our homepage which includes announcements, the freshest content and links to getting started materials
  • Enhanced Search - Toggle between searching the Knowledge Base or the Community
  • Navigation UX - Reordered and added new options for ease of accessing key resources
  • Support Landing Page - Loaded with effort reducing enhancements like personalized SR info, a series of bookmarks linked to critical information, recent video micro-trainings and more
  • Support Hotline - Based on your feedback, this can now be accessed for all support pages
  • Easier Readability - Improved the color contrast of the text for reduction of eye strain
  • Updated branding - Out with the tired design and in with a completely refreshed look and feel

Although the changes represent a major shift on some levels, none of the critical functionality has been removed. It may take a little time to get comfortable with the changes, but rest assured you can still do all the same things needed to be effective in your role. For instance, instead of looking for the "Ask Support" button, you will click on the Service Request "Wrench" icon that remains persistent on all Support pages. This change will result in fewer clicks, since the icon can be found in the same location on any of our support pages. Reduced clicks is a theme running through the Support Landing Page, where you will find all our most important and popular resources a single click away.

We've rolled out quite a few Support Experience advancements over the course of the last year. The makeover of the Support Portal, with an eye toward reducing your issue resolution effort, has been a year in the making and is our biggest upgrade to date. The rollout of our new Oracle Service Cloud Support Portal is a major change, but be aware that it's only the tip of the iceberg. Working with your feedback, we'll continue to improve you experience.

All the best,
Edward Hobart
CCXP, Oracle

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