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Oracle Service Cloud Support Webinars

Upcoming Webinars
There are currently no scheduled webinars, check back soon.
Past Webinars
Data Deletion and "Gotchas"
Date Recorded: Tue October 27th, 2020 9:00 am MDT
Presenter: Cyndi McWilliams
Cyndi McWilliams will talk about what happens when data is accidentally deleted and best practices you can employ to prevent it.
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Browser User Interface (BUI) Extensions
Date Recorded: Wed July 08th, 2020 9:00 am MDT
Presenter: Will Paddock
Will Paddock will share best practices for implementing and troubleshooting BUI Extensions.
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Custom Process Model (CPM) Best Practices
Date Recorded: Tue November 12th, 2019 9:00 am MST
Presenter: Chris Hunter
Overview of CPM best practices, including concepts around the appropriate implementation of exception/error handling and logging.
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Optimizing Chat Implementations
Date Recorded: Wed October 23rd, 2019 9:00 am MDT
Presenter: Zak Bryson and Jessica Bradley
In a follow up to the critically acclaimed “Chat Widgets and You” webinar from March 2018, your...More
In a follow up to the critically acclaimed “Chat Widgets and You” webinar from March 2018, your Oracle Chat product and support teams have collaborated up to deliver you the sensational “Optimizing Chat Implementations”. This feature, intended for all audiences, promises to be an intensive review of Syndicated Chat Widget implementations with or without the Engagement Engine. Increasing stability and performance during high traffic periods, if implemented, guaranteed to be remembered for years to come.
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Techmail vs Techmail On Demand and the benefits of using Oracle Managed Mailboxes
Date Recorded: Wed September 25th, 2019 9:00 am MDT
Presenter: Alex Blanatui
Alex Blanatui will discuss the differences between techmail and techmail on demand and the benefits of using Oracle Managed Mailboxes. He will also discuss 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).
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Workspaces and Workflows
Date Recorded: Wed September 11th, 2019 9:00 am MDT
Presenter: Jesse Howland
OSvC Technical Support veteran, Jesse Howland, will be going 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.
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Queued and Scheduled Reports
Date Recorded: Tue August 27th, 2019 9:00 am MDT
Presenter: Maria Sandru
Join Senior Technical Support Engineer, Maria Sandru, as she will provide us with an overview of Queued Reports and Scheduled Reports; the purpose of this webinar is to understand/clarify the functionality of this type of reports while reviewing the common configuration settings of the Analytics tool in this context.
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(Understanding) Chat Permissions
Date Recorded: Tue August 06th, 2019 9:00 am MDT
Presenter: Laura Rizea
Join Technical Support Engineer, Laura Rizea, as she provides us with an overview of each functionality related to chat that can be set for a profile, as well as how they can affect the way chats are routed, assigned or handled by the chat agents.
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Handling Incident Thread Issues
Date Recorded: Wed July 17th, 2019 9:00 am MDT
Presenter: Mihai Toma
Join Senior Technical Support Engineer, Mihai Toma, as he provides us with an overview of recently introduced features such as Incident Thread Correction and Large Thread Support. He will be covering a couple of scenarios where these features may come in handy for quickly addressing errors caused by threads content, before reporting the issues to Technical Support for a full investigation.
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Using Fiddler and Wireshark to Troubleshoot the OSvC Environment
Date Recorded: Wed June 26th, 2019 9:00 am MDT
Presenter: Cameron King
Join Technical Support Engineer, Cameron King, as he discusses how to troubleshoot connections and network calls to Oracle Service Cloud by using Fiddler and Wireshark. After demonstrating how to customize filters, identify problematic traffic by status or server response code, isolate access controls issues, and more, he will answer your questions.
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Wonderful World of Workspace Rules
Date Recorded: Wed June 05th, 2019 9:00 am MDT
Presenter: Andrei Soimareanu
Join Principal Technical Support Engineer Andrei Soimareanu as he explores Oracle Service Cloud workspace rules. He will begin by covering the purpose of workspace rules, move on to a discussion of the do's and don'ts when working with them, then share useful tips on how to deal with unexpected behaviors. He'll end by taking your questions.
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Knowledge-Centered Service and Oracle Service Cloud
Date Recorded: Wed May 22nd, 2019 9:00 am MDT
Presenter: Rhonda Templeton
Oracle Service Cloud Technical Support has adopted knowledge-centered methodologies that allow us to capture what we, as a team, collectively know about an issue and share that knowledge in real time. Join Knowledge Base Manager, Rhonda Templeton, as she demonstrates how we've incorporated KCS into the Oracle Service Cloud agent workflow. After sharing best practices, she shall respond to your questions.
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Managing Session Count for Oracle Service Cloud
Date Recorded: Wed April 24th, 2019 9:00 am MDT
Presenter: Marie Lockhart and Shane Parsons
Learn what items can increase billable sessions in Oracle Service Cloud and how to manage them. See how to import created click streams, how to import reporting definitions into an Oracle Service Cloud site while getting an introduction to a billable session.
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Creating Useful Reports with Oracle Service Cloud
Date Recorded: Wed April 10th, 2019 9:00 am MDT
Presenter: Mallory Weber
Join Senior Business Analyst, Mallory Weber, as she discusses the more complex aspects of OSvC reporting such as custom scripts and report linking and demonstrates how to use those feature to create valuable reports. Mallory will end the session by taking your questions.
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Supporting the Success of Oracle Service Cloud and Oracle Field Service Customers
Date Recorded: Wed March 20th, 2019 9:00 am MDT
Presenter: Cimberli Kearns
Join Cimberli Kearns, OSvC Technical Training Program Manager, as she demonstrates the changes in the OSvC support site made so that you can get non-defect related questions answered quickly and easily.
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Best Practices for Implementing and Maintaining Single Sign-on (SSO)
Date Recorded: Wed March 13th, 2019 9:00 am MDT
Presenter: Eduard Barsan
Do you want to see what Oracle SSO has to offer? Interested in learning the key points to consider ...More
Do you want to see what Oracle SSO has to offer? Interested in learning the key points to consider when building a secure SSO solution that is both scalable and offers a unified sign-on across applications? Curious about an SSO that is user repository based, supports Active Directory and many other Federated Identities besides Identity Cloud Serivce? Eduard will share his insights as well as troubleshooting tips and tricks that will help you better understand the administration side of SSO configuration.
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Getting Started with OSvC Agent Browser User Interface (BUI)
Date Recorded: Wed February 20th, 2019 9:00 am MST
Presenter: Parker Folkman
Join Parker as he discusses what you'll need to get started with BUI. He'll first get down to the basics: sign in, navigation, and workspace creation. He will then briefly discuss what's covered and not covered by BUI, as well as point to useful documentation. He will end the webinar by answering any and all of your BUI questions.
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SSL/TLS and the Oracle Service Cloud
Date Recorded: Wed January 23rd, 2019 9:00 am MST
Presenter: Cameron King
Cameron will discuss how SSL/TLS is implemented in the context of OSvC, and how to maintain and provision certificates. The session is organized according to the order of operations you should be following and includes a discussion of relevant DNS topics, custom vhosts, Certificate Signing Requests (CSRs), the various types of SSL certificates you can buy, and the SSL/TLS options you can modify with regard to your site.
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Deep Dive into the Configuration Assistant
Date Recorded: Wed January 16th, 2019 9:00 am MST
Presenter: Andrei Vatamanu
Join Andrei for a discussion of the Configuration Assistant. He will discuss the information exposed by the Configuration Assistant and demonstrate what site administrators can perform using it. He will end by answering your questions.
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Optimizing the Oracle Service Cloud Support Experience
Date Recorded: Wed January 09th, 2019 9:00 am MST
Presenter: Marie Lockhart
Join the Director of Oracle Service Cloud Global Product Support as she covers both the "gotchas" that slow down a service request's resolution and the "need to knows" which can eliminate the reason for a service request in the first place. Along with discussing how to submit service requests and who to include on them, Marie will explain what you should expect from Technical Support team members and why you should expect it. She'll end the webinar by taking your questions.
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Getting Started with the Oracle Service Cloud
Date Recorded: Wed December 12th, 2018 9:00 am MST
Presenter: Heidi Lea
Are you just getting started with the Oracle Service Cloud? Hear Heidi share an overview of what communications are sent, and what service and identity domain administrators need to know so that they can access the Configuration Assistant tools through Oracle Cloud’s MyServices pages.
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OSvC Networking Best Practices
Date Recorded: Wed December 05th, 2018 9:00 am MST
Presenter: Cameron King
Hear Cameron discuss networking best practices and give an overview on how the Oracle Service Cloud operates their server environment. Everything from the open internet to VPN proxies to web security software will be covered. Along with focusing on how they relate to OSvC performance, Cameron will answer any questions that might arise during the webinar. (This is a special encore presentation of Cameron's webinar held in August.)
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Navigating the OSvC Knowledge Base
Date Recorded: Wed October 24th, 2018 9:00 am MDT
Presenter: Rhonda Templeton
Join Rhonda, our Knowledge Base Manager, on a tour of the the OSvC Support Site. Along with showing you the site's most useful resources, she'll share tips on ways to find answers that will expand your own OSvC knowledge base and help shorten the time it takes to resolve issues. She'll take questions about the knowledge base as well as feedback on the OSvC Support Site itself.
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OSvC Environment Requirements
Date Recorded: Wed September 26th, 2018 9:00 am MDT
Presenter: Catalin Hurjui
Do you need clarification of .NET client infrastructure requirements? Would you like to learn more about the supported browsers for the Agent Browser User Interface? Catalin will discuss topics ranging from OSvC Cloud architecture to deployment methods to Workstation configuration. He'll then answer any questions you might have.
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Engagement Engine Basics
Date Recorded: Wed August 29th, 2018 9:00 am MDT
Presenter: Zak Bryson
You’ve got chat, but what is Engagement Engine? This session will cover the basics of Engagement Engine use inside and outside of Customer Portal, a quick implementation walkthrough, and Q&A session. The goal is to get you comfortable with a powerful engagement tool!
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Cobrowse - The User Experience
Date Recorded: Wed August 22nd, 2018 9:00 am MDT
Presenter: Cyndi McWilliams
Are you in charge of configuring the end-user's Cobrowse experience? This webinar will cover the required configurations for Integrated Cobrowse on the end-user's side including Customer Portal widgets, workspace controls, and the Cobrowse launcher.
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Cobrowse - Administration
Date Recorded: Wed August 15th, 2018 9:00 am MDT
Presenter: Bruce Foreman
Would you love to get a hands on look at the Cobrowse Administrative Console? Learn some of the basics on how to configure Cobrowse for your site giving you power over what the Agents can see and control while Cobrowsing with a customer.
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Maximum Database Connections
Date Recorded: Wed July 25th, 2018 9:00 am MDT
Presenter: Chris Hunter
If you get database connection errors and wonder what’s going on, then this is the webinar for you. Knowing something about why site-wide errors are occurring and what they indicate will help you better understand the issues you are experiencing, resolve those issues more efficiently and can prevent you from seeing database connection errors in the future.
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Business Rules and SLAs
Date Recorded: Wed July 18th, 2018 9:00 am MDT
Presenter: Andrei Soimareanu
Want to make sure your business rules and service level agreements are doing what they're supposed to? When they're not, interested in learning how to troubleshoot them? Join Andrei as he discusses best practices for creating business rules and SLAs using real world examples.
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Managing and Monitoring OSvC Health
Date Recorded: Wed July 11th, 2018 9:00 am MDT
Presenter: Owen Sood-Giddings
There’s a lot going on in your support organization and a lot going on in your site. Let Owen talk you through some ways Oracle’s own instance of OSvC is implemented to help the Technical Support team monitor potential issues, keep the site organized, implement fixes & enhancements, and keep versions and frameworks up to date.
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Demystifying CPMs
Date Recorded: Wed June 06th, 2018 9:00 am MDT
Presenter: Johnny Meehan
Walk through the development of a CPM (Custom Process Model), including the idiosyncrasies of implementing a test harness. Learn how to effectively debug during development as well as live usage.
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Email with the Oracle Service Cloud
Date Recorded: Wed May 30th, 2018 9:00 am MDT
Presenter: Andrei Vatamanu
After sharing best practices for setting up mailboxes, tips for troubleshooting delayed or seemingly lost emails and bounce messages and explaining the OSvC email flow, Andrei will answer any email setup or deliverability questions you might have.
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Ask the Experts: Chat Reporting
Date Recorded: Thu March 29th, 2018 3:57 pm MDT
Presenter: Cristian Nastase
Learn to use Chat Reporting to its fullest capacity.
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Ask the Experts: Chat Widgets and You
Date Recorded: Thu March 22nd, 2018 8:33 am MDT
Presenter: Zak Bryson
Learn how to use chat widgets on Customer Portal pages and other websites.
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Ask the Experts: Troubleshooting Wizardry
Date Recorded: Thu February 08th, 2018 8:35 am MST
Presenter: Elizabeth Tritthart
Reduce the resolution time of your service request by learning some useful troubleshooting techniques.
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Ask the Experts: Extending Data into your Site
Date Recorded: Thu January 25th, 2018 8:46 am MST
Presenter: Levi Dyckman
Explore different options for adding data points into a site with custom fields and objects.
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