Monday Jun 08, 2015

Oracle Service Cloud technical support launches new resource

The Oracle Service Cloud Support Team would like to take a moment to introduce OPN to the new Support Experience site. The Support Experience is a program designed to work collaboratively with you and your customers to co-create a continuous improvement process aimed at enhancing the end-user experience from every direction. In other words, we are going to be actively driving to engage you in reciprocal dialogue, hoping to take your input, suggestions and frustrations and turn them into actionable initiatives.


Our goal is that you use this forum to submit your notions by way of any of the variety of options at your disposal. We will then identify the common themes and pain points of these submissions and create informational content to address them. As the process cycles, this forum will become a one-stop repository for all the informational material we create in response to the feedback we receive. We will start with the Support Experience blog, but in short order you will be seeing things like “Getting Started with OSvC Support” videos, a library of recorded webinars and in-depth technical articles. In cases where we find that our shortcomings are resulting in poor user experiences, we will make the necessary adjustments be they systematic, training or otherwise.

One of the fundamental tenets of our Support Experience Program is enabling you to engage us in whichever way best suits you.  To this end, we are offering a variety of channels by which the conversation can get started and plan on adding more in the future. Here is a breakdown of the pieces that currently make up our Support Experience Forum:

  • Send Your Feedback – (osvc_support_fedback@custhelp.com) – This is an active mailbox that’s been created with the sole purpose of providing you a simplified way of letting us know what’s on your mind. This is not an alternate escalation point for specific SRs, but rather can be used to suggest topics for which further clarification through a blog post could be helpful.
  • Twitter In addition to allowing you to direct message us, one the of benefits of following @OSvC_Support on Twitter is that we will be providing an assortment of updates as well linking to information and articles relating to delivering exceptional customer service.
  • Support Experience Blog – This blog will not, in any way, be a substitute for answers in our Knowledge Base, but rather an opportunity to take a deeper, more causal and sometimes behind the scenes dive into areas where we’ve seen frustration and/or misunderstanding.
  • Join the Conversation – Under this heading, you will find links to a few of the most recent OSvC Support related threads posted in the Customer Discussion Forum. These have not changed and are located in the Customer Community
  • Collaborate on Ideas – This is simply some food for thought taken from the Idea Lab. Admittedly, this area has left something to be desired in the past.
Basically, we’ve been listening to what you have been saying and are in the process of evolving in an effort to provide product support that’s in line with your needs. We couldn’t be more excited to roll out these new ways by which we can learn from you and eagerly look forward to working hand-in-hand as we uncover new ways to deliver even better service.

Cheers!
Oracle PartnerNetwork on behalf of Edward Hobart

Friday Aug 17, 2012

Oracle OpenWorld Awaits…

108,946 cups of coffee, 14,700 hotel rooms, and 20,000 man hours before the first session even begins…Yes, Oracle OpenWorld is so close we can taste it, and for the first time ever, OPN is hosting a full-blown partner conference within Oracle OpenWorld– Oracle PartnerNetwork Exchange @ OpenWorld.

Come for the content, stay for the contacts, as this week long event kicks off Sunday September 30th and continues on through Thursday October 4th. With over 40 sessions being offered, as well as a ‘Test Fest,’ so you’re going to want to register SOON to take advantage of the Early Bird rates through August 24th.

Don’t forget to ‘like us’ on Facebook and follow us on Twitter (@OraclePartners), for the latest updates!


Until Then,
The OPN Communications Team

Monday Jun 15, 2009

Tweets, Podcasts and Status Updates-You're in the right place; Oracle PartnerNetwork is in the Mix and wants to know "What's on your mind"?

Forget Elvis - Oracle PartnerNetwork wants a lot more conversation. This is why we have begun reaching out to you in a whole new host of ways. We’ve Tweeted about it. We’ve Facebooked about it. We’ve Linked you In. And now, we are blogging about it.

Oracle PartnerNetwork is providing you with a platform to connect with members of the OPN Community via Oracle Mix, Twitter, Facebook and LinkedIn. We encourage you to join the conversation and to share ideas and experiences. We've also developed a podcasting channel just for partners, OPN PartnerCast. We want to deliver you information quickly and effectively and we want to know what you think. Your engagement with us via these platforms and the real time feedback you can provide is invaluable to our success.

Check out Judson’s message to you regarding social media and tweet us your thoughts @ oraclepartners

Happy New Year!
The OPN Communications Team