The Support Experience Blog

Demystifying CPMs

Cimberli Kearns | 06/07/2018

Are you interested in finding out whether you can specify more than one package in a flower basket? Would you like advice on the best way to set up a test harness? Watch Johnny Meehan demystify Custom Process Models (CPMs) in the recording of yesterday's webinar. Review the code he discussed during the webinar in his slide deck. As a bonus, Johnny has even shared some sample code.   Please visit our OSvC Support Webinar page to see what's next on our schedule or suggest a topic for a future webinar.      


Scale New Heights with Oracle Service Cloud Technical Support

Cimberli Kearns | 05/23/2018

Are you interested in exploring Oracle Service Cloud features?  Do you have questions for someone who understands the Oracle Service Cloud from the perspective of both a customer and troubleshooter? Let a seasoned member of the Technical Support team be your guide and register now for an Oracle Service Cloud Support Webinar.    Our team members are uniquely suited for their roles as guides. Drawing from their experience working in and on the Oracle Service Cloud, team members will help you navigate complex areas of the product, take advantage of useful functionality, and customize the Oracle Service Cloud in creative and valuable ways.   If a discussion of best practices for setting up emailboxes, an overview of the OSvC email flow and troubleshooting tips could enrich your OSvC experience, then consider registering for Email with the Oracle Service Cloud, a webinar led by Senior Technical Support Engineer, Andrei Vatamanu. It takes place on May 30th, 2018 at 9:00 AM MDT, 8:00 AM PDT. If you don't see a scheduled webinar topic that meets your needs, send us your idea.


Make Do or Make Better?

Cimberli Kearns | 04/19/2018

One of the reasons I enjoy my role as the Technical Training Program Manager for the Oracle Service Cloud Technical Support team is that I work with an Operations team who know how to customize the heck out of the Oracle Service Cloud.   When I needed a way to track the certification level or our team members, Ops provided me with a custom field. When I wanted to determine whether a training module was effective and team members were following a new procedure, Ops created a custom report with performance information. When I wanted to associate relevant trainings to specific types of incidents, an add-in was developed. And when it was suggested that our team’s failure to follow a process was not due to lack of training but to a less-than-user-friendly workspace, Ops pulled together a user’s group to find a way to remodel it. Having worked for so many years with platforms that couldn’t be customized because it was too expensive, too complicated or even impossible to enhance them, I confess that it’s been difficult to change my mindset from, “How can I make do with what I have?” to “How can I use our Operations team and the flexibility of the Oracle Service Cloud to make what I have work even better?”  One of my favorite Oracle Service Cloud learning tweaks was probably the easiest to implement. When I mentioned to our Ops team lead that the log-in screen was underutilized real estate, he tweaked the code and handed the deed over to me. Now it’s a site for microlearnings. Each time a team member logs into the Oracle Service Cloud, their attention is drawn to a process change, a specific support experience moment, or a new knowledge base answer. Given my limited abilities as a graphic designer, the first microlearnings were fairly primitive. I relied on the charm of our team members’ pets and babies to deliver my message. Fortunately, I was able to hand the reins over to a more gifted colleague, Steve O'Neill, who has since taken microlearnings to a new level. Now when team members log into the Oracle Service Cloud, a super-short and highly entertaining Flash video greets them. If they want a deeper dive into a process, a click takes them to a knowledge base answer.  If you are interested in learning more about the clever ways our Ops team has made Oracle Service Cloud meet our business needs, add a comment to this post or drop us a note in the Suggestion Box.  We'd be thrilled to share best practices. 


Chat Reporting

Cimberli Kearns | 03/31/2018

  Have you been using the Oracle Service Cloud's Chat Reporting functionality to its fullest capacity? Cristian Nastase, OSvC Technical Support Engineer, discussed the types of reports available for troubleshooting Chat issues, with a focus on the Chat Audit Report and the Agent Chat Involvement Report. Click HERE for the webinar recording. Click HERE for his slide deck.   If you're looking for specific resources, take a moment to review the Knowledge Base answers that Cristian finds particularly useful.   End-user absent in Chat message Real-time Chat Reporting Chat Termination Event Definitions Useful Chat Auditing Reports Chat Session Timer Chat Presence Management


Chat Widgets and You

Cimberli Kearns | 03/23/2018

  Zak Bryson, Bug Diagnostic Engineer on the OSvC Technical Support team, demystified chat widgets during a recent webinar by demonstrating the functionality of both Customer Portal and syndicated widgets. During his demonstration, he made sure to discuss documentation guaranteed to help with widget implementations. See below for his some of his favorite resources.     If you couldn't make the webinar but want to see what Zak has in his bag of tricks, watch his demonstration and hear his answers to thought provoking questions in the webinar recording.     User Documentation Configure the ContactUs Widget Configure Conditional Chat Offering Customers a Chat Session Add the Syndicated Conditional Chat Link Widget to a Web Page Configure the Syndicated Conditional Chat Link Widget  Add the Syndicated Proactive Chat Widget to a Web Page   Knowledgebase Answers Polling Proactive Chat Widget Cookies Getting Started with Syndicated Widgets min_sessions avail vs. wait_threshold attributes  What is the Virtual Assistant?                        


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