This is a blog entry from our Support Experience Blog
As of May 2023, service requests for general guidance or consultative questions (also known as "How to...?") questions are now being answered in the Oracle B2C Service Cloud Customer Connect community forums. General guidance questions are those seeking direction or support on product functionality, use cases, or how-to information, such as how to write custom reports, create or implement widgets or rules, or any number of other customizable options, such as changes on how a previously designed customization functions. A General Guidance question would not include issues that require detailed troubleshooting, gathering log files, diagnostics or defect investigation.
What are the benefits of using Cloud Customer Connect for general guidance questions?
- Speed to Answer- Users typically get a faster response to general guidance questions on CCC.
- Access to more expertise- The forums allow users to receive answers not only from Oracle but also from customers and partners with experience.
- Ease of use- Community searching is now conveniently available in our knowledgebase as well as our Service Request submission form.
- Crowdsource information- Participation builds more content in the CCC platform, increasing the value of this resource to all users.
Cloud Customer Connect is a community which allows you to search or pose questions, support others by answering questions, submit new ideas, and mine the collective knowledge of your colleagues. It gives everyone a voice to become part of the Oracle conversation, part of the process, and part of the solution.
What's changing for B2C Service customers?
We have enhanced search capabilities in our knowledgebase to make it easier for you to find existing questions and answers in the Cloud Customer Connect community. Searching our knowledgebase now returns relevant community threads as well as knowledgebase articles and documentation links.
Additionally as of May 3, 2023, you will be able to quickly and conveniently search the Cloud Customer Connect forums before submitting a Service Request. Our analysis shows that answers are available for over 78% of the general guidance questions that get submitted as SRs.
An additional change which is taking effect on May 3, 2023 is that general guidance questions which are submitted as Service Requests will be routed to the Cloud Customer Connect forums. The Support Engineer assigned to the Service Request will either direct you to an existing solution in the community or will add your question as a new post. A link to the new community thread will be provided through the Service Request, which will remain open until a solution is provided. Once your question is published, community members are invited to comment and pose solutions. Alongside our customers and partners, Oracle teams will also play an active role in ensuring questions are answered in a timely fashion. See the flow chart below for further details of this process.
We have created a short on-demand webinar with detailed information about these changes. Click here to access the webinar.
Additional resources and links are listed below.
Cloud Customer Connect Getting Started Page
Introduction to Cloud Customer Connect
B2C Service Customer Connect Community forums
Answer 10019: How do I access the Oracle B2C Service customer forums?
Answer 9704: What is the role of the Oracle B2C Service Technical Support Team?
