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Manage Service Requests, View and update service requests submitted by you and others in your organization.
Submit a new issue to our technical support team.
Oracle B2C Service insights from our Technical Support team subject matter experts
Browse resources to assist you in launching your implementation and ensure a successful go-live.
Access your OCI account.
Find product documentation for supported versions of B2C and documentation libraries for related service solutions.
You will have the tools to improve your customers' experience when you learn about all the things our products can do.
Find links for API documentation, Custom Processes, Customer Portal, and Agent Browser UI Extensibility Framework.
Explore how accelerators are designed to demonstrate how an integration scenario could be built using the public integration and extension capabilities of the Oracle B2C Service.
Prepare for a successful transition by reviewing upcoming release changes and enhancements.
Explore webinars, events, and feature kits to learn about B2C Service features, functionality, and best practices from the technical experts.
Oracle MyLearn offers a portfolio of free and paid subscription-based learning resources to help you gain valuable skills, accelerate cloud adoption, increase productivity, and transform your business.
Empower your team with the skills to implement, configure, manage, and use your applications with Customer Experience Cloud Training.
Our goal is to facilitate a friendly, supportive environment where members can easily collaborate with each other on solutions and best practices.
Ask and answer questions specific to B2C.
This is an exciting resource intended to help with your Oracle Service Cloud Analytics.
Share product improvement ideas and enhancement requests with Oracle Development, while collaborating with other Oracle customers and partners.
Update your phone number, email notification preferences, and severity 1 and severity 2 contact preferences.
View the contact managers within your organization.
Find contact information of the Technical Account Manager (TAM) and Client Success Manager (CSM) for your organization.
Environment:
Oracle B2C Service Technical Account Managers
Resolution:
To better serve our customers, the Oracle B2C Service Support organization has created a team of Technical Account Managers (TAMs) to directly interface with key stakeholders in organizations that have purchased Oracle Cloud Priority Service. The TAM team is comprised of technically-oriented project managers working within the Oracle B2C Service Technical Suppot group. The TAM team works together with agents and leadership to provide accountability, internal customer advocacy, and customer-focused management across all departments. The TAM acts as the "voice of the customer" within Oracle B2C Service Technical Support, focusing primarily on effective and efficient technical issue resolution and support. The TAM serves as an escalation contact point for all technical incidents. Here are the key benefits to having a Technical Account Manager assigned to your organization:
Here are some of the features of having a Technical Account Manager:
The responsibilities of the Technical Account Managers include the following mandates:
Monitor incidents submitted by customers to ensure commitments are met and appropriate resources are dedicated to issues based on severity
Act as a single point of escalation for Technical Support technical issues (both internally and externally)
Maintain detailed technical knowledge of the customer's deployment
Provide cross-functional guidance to customer and internal account team to ensure the technical health of the deployment and enhance the quality of the customer's overall experience with RightNow CX
Hold regular meetings with customer and designated internal account team members to assess and review any outstanding incidents and/or technical issues
Provide Technical Support metrics in Quarterly Business Reviews (QBRs) through Quarterly Service Reviews (QSRs)
Act as a customer liaison between the Oracle B2C Service Technical Support organization and other internal groups to ensure a smooth transition across departments (e.g. Professional Services, Technical Support, etc.)
Drive Service Exception Request (SER) process as necessary
Provide technical guidance in the update process
Provide regular Tune-Ups to optimize Customer's implementation and maximize the investment in the RightNow Cloud Service solution