The Support Experience Blog

Wonderful World of Workspace Rules

Cimberli Kearns | 06/05/2019

Principal Technical Support Engineer Andrei Soimareanu explored Oracle Service Cloud workspace rules in today's webinar. If you missed the webinar and are interested in knowing the purpose of workspace rules, the do's and don'ts when working with them and learning some useful tips, watch the webinar recording and review the slide deck. You can also read the answers to questions that went unanswered during the session due to time constraints. Check out past webinars or register for future webinars on the OSvC Technical Support Site Webinars page. 

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KCS at Oracle Service Cloud

Cimberli Kearns | 05/22/2019

KCS Manager, Rhonda Templeton, shared how the Oracle Service Cloud Technical Support team uses Knowledge Foundation to implement Knowledge-Centered Service methodologies in today's webinar. If you missed it, watch the webinar recording, view the slide deck or review answers highlighted in the presentation. Please visit the webinar page on the Oracle Service Cloud Support Site to register for upcoming webinars, watch old favorites, or suggest a topic for a new one.

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Managing Session Count for Oracle Service Cloud

Cimberli Kearns | 04/24/2019

Senior Technical Support Director, Marie Lockhart, and Product Support Manager, Shane Parsons, joined forces to illuminate session count management in Oracle Service Cloud and answer questions from our customers in today's webinar. If you missed it, you can watch the webinar recording, review the slide deck and check out the new  If you or a team member is interested in learning how Oracle Service Cloud Technical Support has incorporated Knowledge Centered Service into our agent workflow, please register for next month's webinar,  Knowledge-Centered Service (KCS) and Oracle Service Cloud.

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Creating Useful Reports in Oracle Service Cloud

Cimberli Kearns | 04/10/2019

Senior Business Analyst Mallory Weber discussed the more complex aspects of OSvC reporting in today's webinar. The webinar recording and slide deck are available for review if you missed it. Ever diligent, she did her homework and provided answers to all unanswered questions. If you would like to visit an online classroom and learn the fundamentals of Oracle Service Cloud Reporting, subscribe to the Oracle Service Cloud Learning Channel, go to the Become a Certified Cross-Channel Contact Center Implementer Learning Path where you will find a section on Analytics. Topics covered include: Using and Customizing Reports, Analytics Navigation Overview, Finding Reports, Using Reports, Publishing and Scheduling Reports, Custom Reports, Modifying Reports, Working with Filters, Using Functions, Using Variables, Using Cross Tabs, Adding Drilldown Levels, Linking Reports, Working with Table Joins, Using the Report Analyzer, Highlighting Report Data, Styling Reports, Charts, Dashboards and Exporting and Importing Report Definitions. You'll be able to watch recorded classroom training, review a student guide, practice in a lab and post questions for the instructor. A short module, Use Reports and Analytics, is available for free on the Oracle Launch Pad in the Administering the Cross-Channel Contact Center Learning Path. Topics include: Opening Reports with Report Explorer, Creating a Basic Report and Scheduling a Report. To register for upcoming webinars or view past webinar recordings, go to the Oracle Service Cloud Support Site webinar page.

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Supporting Your Business Success

Cimberli Kearns | 03/20/2019

Today I introduced the Business Sucess Resources page on the OSvC Technical Support web site where North American customers can find answers to business questions such as those involving sessions usage, invoicing, product best practices and sales referrals. Business Success answers have been curated for easy access and will multiply as we add more resources to the page.  If you missed the session and have ten minutes, watch the recording or review the short presentation. If you have suggestions for additional resources, please share them in our Suggestion Box.   If you interested in learning more about reports, please register for our next OSvC Technical Support webinar. Senior Business Analyst, Mallory Weber, will discuss some of the more complex functionality in OSvC reporting and share her work.  

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