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Customer Support, Networking & the Modern Service Experience
Answer ID 8725   |   Last Review Date 06/20/2016

I’ve now been working as the Customer and Partner Support Experience Manager for Oracle Service Cloud Technical Support for a little over a year. Thinking back on my first year, the most eye-opening and intriguing aspect of our team is that we use our own product to support our customers and partners. You then turn around and use the same product to support your customers. Because we all operate in the same space, customer support, we are provided a unique possibility to improve each of our organizations via free exchange. The networking our team gets to do with you on a daily basis, where we have the opportunity to discuss best practices and the ways in which each of us provides support, is invaluable to our continuous improvement process.

Coming in April, Oracle Service Cloud is offering the chance for you to engage in the same types of discussions with your peer users. From April 26th  through 28th, we will be hosting the Modern Service Experience at the MGM Grand in Las Vegas, NV. Not only is the conference a great opportunity to learn about new developments within the product and how to optimize the delivery of great customer experiences, but it’s an opportunity to learn from and share ideas with fellow Service Cloud customer support providers. A wide variety of networking opportunities will be available to attendees, including:

Pre-Conference Workshops: You may have to roll the dice to decide which of the three pre-conferences workshops you’ll attend: Get Prepared for the Knowledge-Centered Support (KCS) Practices v5 Certification, Head off to the Races with Agent Desktop Automation, and Step off the Beaten Path with Oracle Service Cloud Reporting. All the workshop details can be found on the Oracle Service Cloud community or in the session catalog.

Ask the Experts: Ask the Experts is back! Bring your burning Oracle Service Cloud product question and work 1-on-1 for an hour with a product expert to resolve your question. Based on your question (e.g. workflow, engagement engine, custom objects, report linking, guided assistance, customer portal customizations), we will match you with a product expert from Product Management, Development, Solution Consulting, or Oracle Gold Partner Helix.

Modern Service Experience Customer Appreciation Event: We are thrilled to announce that Billboard® chart-topping and influential force in popular music history – Goo Goo Dolls – will perform a private concert for attendees in the MGM Grand Garden Arena at the Customer Appreciation Event on April 27th!

Birds of a Feather Sessions: Over lunch, meet and discuss popular service-related topics with your peers. No sign-up required.

Breakout Sessions: The Modern Service Experience features more than 40 breakout sessions led by customer service experts and top brands. Through these interactive, engaging sessions, customers will hear about current and future trends in customer service and will walk away inspired and ready to turn their insights into actions.

Networking Lunch: Use this opportunity to connect with your peers attending the Modern Service Experience.

Continuing the Conversation Breakout Sessions: These roundtables provide time for customers who are using or evaluating Oracle Service Cloud to connect with other users and Oracle Service Cloud product experts. The discussion topics are based on attendee feedback and include sessions on Using Oracle Knowledge Foundation; Chat, Cobrowse & Engagement Engine; Service Email; and Analytics.

Retail Endcap: In this session, join your peers within the retail industry and discover best practices, hear success stories, and discuss the challenges and opportunities in delivering great customer experiences unique to this industry.

In addition to the various networking possibilities, you will also have the chance to provide your feedback directly to me. As the Customer and Partner Support Experience Manager for the Oracle Service Cloud Technical Support team, I love hearing about both your positive and negative experiences with us. This is an excellent opportunity for you to engage me in a casual conversation about what you like, what you don’t like or what you want to see from Technical Support. You can even set up a one-on-one meeting to discuss these types of topics in-depth. If you’re interested in setting up a session to discuss your experiences with us or to let me know what you’d like to see In the future, please email me at

To learn more, please visit

Cheers and I hope to get the chance to meet all of you there!

Direct link to Modern Service Experience