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Oracle Service Cloud Accelerators

Answer ID 5436   |   Last Review Date 05/18/2016

Where do I find documentation for the Oracle Service Cloud Accelerators?

Oracle Service Cloud Accelerators are designed to demonstrate how an integration scenario could be built using the public integration and extension capabilities of the Oracle Service Cloud. They are provided to help customers and partners confidently leverage our platform to meet their own unique integration needs.

Note: The source code of the Accelerators is written as sample reference sets with the intention of allowing third-party partners or customers to build their own custom integrations. These samples are not certified or supported by Oracle and are intended for educational or testing purposes only. Use of these samples implies acceptance of the Oracle Technology Network Developer License Terms.

 

Sales Accelerator for Oracle Service Cloud

Oracle Service Cloud supports integration with Oracle Sales Cloud.

Key Benefits

  • Service agents can view current sales status to better understand service impact on sales.
  • Service agents can identify and quickly create—with only two clicks—a sales lead or opportunity in Oracle Sales Cloud and have it assigned to the customer’s primary account manager.
  • Service managers can run reports showing all sales leads created in Oracle Service Cloud to verify internal performance metrics.

Please see Answer 4755 to learn more about the solution and find links to the source code and documentation.

 

Out of Office Accelerator

With the Out of Office Accelerator, service agents can:

  • View current Out of Office status in the status bar.
  • Update Out of Office status by double-clicking on the status in the status bar.
  • Set Out of Office based on either a check box or a From and To date and time.
  • Set an Out of Office personal message.

Key Benefits

  • Service agents can set their Out of Office status to trigger automatic actions when incidents owned are updated by the customer.
  • Actions such as changing status, queue and escalating can be automatically performed on the incident if the owning service agent is out of the office.
  • Customers can receive an Out of Office notification when updating an incident so they can be aware of the agent's status and escalate if needed.

For more information and to download the source files, see Oracle Service Cloud Accelerators on Oracle Technology Network.

 

OSVC EBS Case Management "Reference Integration" Accelerators

Oracle E-Business Suite (EBS) Accelerators are provided to help customers and partners confidently leverage our platform and proven design patterns to meet their own unique needs. The Accelerator package includes all of the source code, documents the detailed setup steps required to deploy the solution, and presents a commentary on the design we implemented to Integrate OSvC 15.2+ with EBS 12.1.3.

Key Benefits

  • Decreased development time when building custom EBS Integrations
  • Ability for EBS customers to take advantage of Oracle Service Cloud Knowledge, Smart Assistant, Web Customer Service
  • Leverage Service Cloud Agent desktop for assisted digital channels

OSvC WSS + EBS Case Management (February 2015)

  • CP for web self service
  • BS Desktop

OSvC Digital Channels + EBS Case Mgmt and Back Office (2015)

  • CP for web self service
  • CX for Email, CP Incidents, Chat, and Social
  • EBS in the Call center and Back Office

Please email the OSvC Accelerators team to learn more about the solution and request access.

 

Oracle Service Cloud & Siebel "Reference Integration" Accelerator

Siebel Accelerators are provided to help customers and partners confidently leverage our platform and proven design patterns to meet their own unique needs. The Accelerator package includes all of the source code, documents the detailed setup steps required to deploy the solution, and presents a commentary on the design we implemented to Integrate OSvC 15.5+ with Siebel 8.1.1.14.

Key Benefits

  • Decreased development time when building custom Siebel integrations
  • Ability for Siebel customers to take advantage of Oracle Service Cloud Knowledge, Smart Assistant, Web Customer Service
  • Leverage Service Cloud Agent desktop for assisted digital channels

OSvC WSS + Siebel Case Management (2015)

  • CP for web self service
  • Siebel Desktop

Please email the OSvC Accelerators team to learn more about the solution and request access.

 

TOA Field Service Cloud/Oracle Service Cloud Integration

Service agents can:

  • View all Service work orders for a contact.
  • View all Service work orders for a service request.
  • Create Service work orders for a service Request, which creates corresponding activities in Oracle Field Service Cloud.
  • Book, schedule, update, cancel, and reschedule work orders and activities.

Field service agents can:

  • Assign and schedule resources to activities.
  • Update and track work against activities, which updates the corresponding work order in Service.

End users can view work orders associated with service requests.

Key Benefits

  • Ability for service agents to create, update, and manage Service work orders that automatically create corresponding Field Service activities that allow customer work to be scheduled
  • Ability for Service Agents to Cancel, Reschedule and Update Work Orders/Activities

Please email the OSvC Accelerators team to learn more about the solution and request access.

 

CTI Accelerator (Multi-Channel Toolkit)

Oracle RightNow has a formal toolkit for customers and partners to reference. The Oracle Service Cloud Multi-Channel Toolkit enables a common multimedia experience for agents and administrators. The goal of the documentation, sample code, reference media bar, and emulator is to help partners and customers get started on building providers for the Oracle Service Cloud Multimedia Toolkit.

Join in the discussion on our Developer Forums.

May 2014 and newer releases

November 2012 through February 2014 Releases

 

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