The Support Experience Blog

Getting Started with Oracle Service Cloud Support

Cimberli Kearns | 12/12/2018

If you're a system administrator or a primary support contact for an Oracle Service Cloud site, schedule twenty minutes to watch Heidi Lea give an overview of the new welcome process for new customers. She discusses the communications sent from Oracle, the different support portals and shares best practices for keeping your team up to date on the Oracle Service Cloud. Click HERE for the video. Click HERE for Heidi's slide deck which gives you access to the useful links shared in the video. Make sure to bookmark: ​​

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Best Practices for OSvC Integration and Extensibility

Cimberli Kearns | 12/06/2018

I'm excited to share news about the publication of a white paper that sheds light on the integration and extension capabilities available within the Oracle Service Cloud. These capabilities improve the customer experience by providing agents access to information and tools across different enterprise applications. The white paper is so illuminating that I've added it to our own training curriculum here in Oracle Service Cloud Technical Support.   So grab a cup of coffee and read the OSvC Integration and Extensibility white paper to learn about the frameworks, accelerators, and connectors that help contact centers achieve a unified, connected experience. Just make sure to capture all the ideas generated. Your customers will be glad you did.

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OSvC Networking Best Practices

Cimberli Kearns | 12/05/2018

Cameron returned to the OSvC Technical Support webinar series and gave a repeat performance of a webinar he led in September. Among the topics discussed were how OSvC sites are hosted, how they are affected by the Internet, and how client devices work.  If you missed the webinar, go here for the recording or go here  to read his script. You'll also find the Environment Configuration Guide loaded with solid advice.   Interested in what other best practices are team members will be sharing or have shared? Go here.

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Getting Started with the Oracle Service Cloud

Cimberli Kearns | 11/27/2018

Have you been asked to guide a new team member through the Oracle Service Cloud onboarding process? If you're a system administrator or a primary support contact for an Oracle Service Cloud site, you may have forgotten all the twists and turns you took way back when. To review the process and get updated on improvements, review . Or, better yet, register for the Getting Started with the Oracle Service Cloud webinar and get a bird’s eye view of the provisioning process. During the webinar, Heidi Lea will walk you through the process from Sales and Provisioning through the creation of Primary Support Contacts and other administrators. Highlights include: Walk through of ‘cloud.oracle.com’ using the details provided in the initial communications sent from Oracle  Breakdown of the different support portals – MOS and cx.rightnow.com Best practices to keep your team up-to-date on changes to the Oracle Cloud and Oracle Service Cloud Bookmarking and breakdown of topics in Once Heidi has shared her knowledge, she'll answer any questions you might have. You will end up with all the knowledge you need to make your colleague's journey seamless.

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Clear and Comprehensive

Jenn Vieth | 11/02/2018

We've made some changes to our search capabilities and are now able to return not only the knowledge base articles and customers' forum posts relevant to your search, but also documents (guides, manuals, etc.) that can provide more in-depth answers and background on your query. You can search over 3000 topics directly, without having to find it in the individual documents or open the document through the document answer.    So enter that search term and discover some new-to-you content!

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