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Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |

Engagement Cloud

Justin AndersonChristopher Tarabochia10 April 2018

Pre-conference Training Session

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal/Restricted/Highly Restricted 2

Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

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Agenda

• Today’s goal is to understand how you can quickly ramp up with Service capabilities including:

– CTI integration (Multi Channel Adapter)

– Routing

– Chat

– Digital Customer Service

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Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 4

EngagementCenter

KnowledgeManagement

Digital CustomerService

PolicyAutomation

Platform

Field ServiceManagement

ProspectingCenter

PerformanceManagement

Sales Intelligence

Customer / PartnerManagement

SalesProductivity

Serv

ice

Sale

s


EngagementCenter

KnowledgeManagement

• SR and Activity Tracking• Multichannel: Email, Phone, Chat, Co-browse,

Social, Field Service, IOT• Real time routing and assignment• Sales & Service Collaboration• SLAs and Entitlements

• Agent Knowledge• Recommended Answers• Content Authoring• Self-Service Knowledge• Policy Automation

• Integrated Knowledge• Submit and Track Cases• Drag & Drop Configuration• Custom Branding and Components• Virtual Assistant

DigitalCustomer Service

Data Management

Analytics & Data Visualization

Extensibility & App

Development

Content & Collaboration

Process & Integration

Identity & Security

CX Cloud Platform

Oracle Engagement Cloud: Service Capabilities


Unboxing Engagement Cloud

• Whatever you bought will be auto provisioned

• Almost all of Service can be incrementally enabled (with few prerequisites)

• Start with whatever slice you want

• Most areas are enabled in the ‘Service’ offering in Setup & Maintenance

• At minimum you will need

– Users/resources (people to own stuff)

– Contacts (or employees if only doing internal helpdesk)

• Use “Change Feature Opt In” to display the desired setup areas

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Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |

CTI Integration (Multi Channel Adapter)

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Multi-Channel Adapter

• Live Window

• Toolbar

• Call Flow Parameters / Tokens

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Concepts


Multi-Channel Adapter

1. Develop an embeddable HTML toolbar using JavaScript APIs (or use a Marketplace partner that already did it)

2. Define Application Classifications (or just use the Service/Sales default options)

3. Map Lookup filters to incoming tokens (Objective: find a contact someway somehow)

4. Define call flow parameters

5. Define screen pop

6. Display within Live Window (18A) or within the Horizontal toolbar (17C/D)

7. Enable omni-channel notifications (profile options)

8. Grant the MCA privilege to your users’ roles (SVC_ACCESS_PARTNER_MEDIA_TOOLBAR)

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Setup Steps


Chat and Routing

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Chat and Routing

• Queues

• Presence

• Capacity

• Omnichannel routing

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Concepts


How Capacity Limits Work

Agent 1 Agent 2

Max Capacity for Non-Realtime work

Max Capacity for Realtime work

Real time channels Non-Realtime channels

Queue A Queue B Queue A Queue C


Routing

1. Create one or more queues

2. Add resources or resource teams to the queue

3. (For non-real time channels) create assignment rules to assign SRs to queues

4. Set the profile option to auto assign new SRs when they are created

5. Schedule a recurring job to scan for unassigned SRs

6. Grant the omnichannel privilege to your Agent job roles (SVC_MANAGE_OMNICHANNEL_PRESENCE_AND_AVAILABILITY_PRIV)

7. Enable omni-channel notifications (profile options)

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Setup Steps


Chat

1. Designate one or more queues for Automatic (Push)

2. Create generic assignment rules to route chat requests to the desired queue

3. Set the max agent capacity for real-time channels (default is 3)

4. Grant the Omnichannel privilege to your Agent job role(s)

5. Enable Live Window (18A) or Enable the Horizontal toolbar (17C/D)

6. Enable omni-channel notifications

7. Define screen pop and wrap up (using the MCA framework)

8. Deploy the chat component on the Digital Customer Service site

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Setup Steps


Digital Customer Service

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The Self-Service Experience

• Search and view knowledge articles

• Create, view, and edit Service Requests

• Register and review Assets

• Email, Web, Chat and Co-browse channels

• Self-register and create an account for ongoing use

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Digital Customer

Service


The Visual Design Experience

• True WYSIWYG design and preview modes

• Default and Extensible Components and Integration points

• Prebuilt and extensible themes

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Digital Customer

Service


The Platform Experience

• Built on Visual Builder Cloud Service

• Drag-and-drop designer for business users

• Extensible framework for web developers(create custom components, access external data, tune the experience)

• Responsive components for use across a wide variety of web and mobile devices

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Digital Customer

Service

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal 19

Oracle Engagement

Cloud

Page Designer

Runtime

Oracle Digital Customer Service

APIs

Business Objects

Knowledge Management

APIs

Chat

APIs

Identity Management

AUTH Data

Storage

UI Components

Themes

Pages

Visual Builder Cloud Service

Platform

Templates

Digital Customer

Service


Demonstration


Learn More

Visit the Demogrounds (Sales area) Look for ‘Sales and Service ‘ booth in the Sales area

Session: Omnichannel Engagement with High-Value Customers [BRK1298]Wednesday, Apr 11, 05:30 p.m. - 06:15 p.m. | Collective Learning Room, Hall F1, Level 3, West Building (McCormick Place)

Session: Leveraging Self-Service and Knowledge to Delight Customers [BRK1299]Wednesday, Apr 11, 02:00 p.m. - 02:45 p.m. | W181b - Level 1 West Building (McCormick Place)

Oracle University – Cloud Learninghttp://education.oracle.com/pls/web_prod-plq-dad/db_pages.getpage?page_id=906

Join the Oracle CX Community: Cloud Customer Connecthttps://cloudcustomerconnect.oracle.com

Release Readinesshttps://cloud.oracle.com/readiness?offering=engagement

http://education.oracle.com/pls/web_prod-plq-dad/db_pages.getpage?page_id=906

https://cloudcustomerconnect.oracle.com/

https://cloud.oracle.com/readiness?offering=engagement

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