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The Support Experience Blog
Chat in the Browser UI: Agent Tutorial
Have you been wondering what the chat agent experience is like in the Browser User Interface? Earlier this month, Chat Product Manager Jessica Bradley recorded a demonstration of the Interaction Workspace in action. This demo includes basics of the Browser UI as well as chat features such as transferring a chat, off the record messages, and SLA response time alerts. You can watch Jessica's demonstration HERE. Past and future webinars can be found on the OSvC Technical Support Site Webinars page.
Custom Process Model (CPM) Best Practices
Cyndi McWilliams | 11/14/2019
In November's webinar, Chris Hunter joined us to share his wealth of knowledge of Custom Process Models. His presentation included best practices as well as concepts around the appropriate implementation of exception/error handling and logging. If you missed this webinar, you can watch the recorded version here. We were not able to get to all the questions asked during the hour so you can find written answers to the Q&A portion here (PDF). The PowerPoint slide deck is also available here (PDF). Past and future webinars can be found on the OSvC Technical Support Site Webinars page.
Optimizing Chat Implementations Webinar
Cyndi McWilliams | 10/25/2019
In a follow up to the critically acclaimed “Chat Widgets and You” Oracle Service Cloud Support Webinar from March 2018, your Oracle Chat product and support teams have collaborated up to deliver the sensational “Optimizing Chat Implementations”. In this month's webinar, Support Lead for chat, Zak Bryson, returned to the webinar series to talk about optimizing chat on your webpages. He was joined by the Product Manager for chat, Jessica Bradley. Together they presented an intensive review of Syndicated Chat Widget implementations (with or without the Engagement Engine) with a focus on increasing stability and performance during high traffic periods. If you missed this webinar, you can watch the recorded version here. Written answers to the Q&A portion are also available (PDF). We encourage you to visit the following answer in our knowledgebase which was designed as a one-stop source for all your Chat implementation questions: Past and future webinars can be found on the OSvC Technical Support Site Webinars page.
Techmail vs Techmail On Demand and the Benefits of Using Oracle Managed Mailboxes
Cyndi McWilliams | 09/27/2019
In our latest OSvC Technical Support Webinar, Alex Blanatui discusses the differences between techmail and techmail on demand and the benefits of using Oracle Managed mailboxes. He also covers techmail email filtering and email headers (how to turn on saving email headers and what are the important things we should be looking at when reviewing one). The recorded webinar can be found here. Answers to the Q&A section are also available (PDF). Be sure to check our knowledge base for further information about email management. These answers address some of the topics in the webinar: Check out past webinars or register for future webinars on the OSvC Technical Support Site Webinars page.
Workspaces and Workflows with Jesse
Cyndi McWilliams | 09/12/2019
OSvC Technical Support veteran, Jesse Howland, will go over methodology for troubleshooting problems in workflows and workspaces through making simplifications and testing the outcome of those changes. He will also go over tools that can help administrators identify information about where in the workflow the product is when a problem happens. This can help identify the source of misconfiguration as well as greatly improve the time it takes to identify product defects. The recorded webinar can be found here. Answers to the Q&A section are also available (PDF). For additional resources and tips, see: Managing Complex Workflows Optimize your Workflows Check out past webinars or register for future webinars on the OSvC Technical Support Site Webinars page.
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