2

Overview

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Implementing Oracle Engagement Cloud 2 - 1

Objectives

After completing this lesson, you should be able to:

• Describe the functionality and benefits of Oracle Engagement Cloud
• Describe the main areas within Oracle Engagement Cloud
• Describe the process of using Oracle Engagement Cloud from the point of view of:
– Customer end users
– Agents

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Implementing Oracle Engagement Cloud 2 - 2

Oracle Engagement Cloud

• Is a cloud-based solution for sales and service capabilities unified on a single platform
– This course focuses on the Service capabilities of the solution

Sales Service Channel

Sales Force Sales Performance Service Request Knowledge Partner Sales Partner Business
Automation Management + EPM Management Management Management Planning

Contact Data Asset Tracking and Digital Customer Field Service Marketing Partner Certifications*
Enrichment & Cross-Sellng Service Integration Development Funds
Master

CX Foundation Platform

Enterprise Mobile
Configuration and Analytics & Data Process &
(smartphones and Social Collaboration Identity & Security
Extensibility Visualization Integration
tablets)
* Roadmap item

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Implementing Oracle Engagement Cloud 2 -

Engagement Cloud – Service

• Engagement Cloud enables all users in your organization to better serve customers by:
– Capturing, assigning, and resolving customer issues efficiently and effectively
– Communicating with customers over one or more channels to help clarify and resolve
issues
– Publish a searchable knowledgebase to help your employees and customers easily
find answers to their questions

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Implementing Oracle Engagement Cloud 2 -

 Engagement Cloud and Sales Cloud - Platform

• The core of Engagement Cloud is built on the same Cloud platform as Sales Cloud
• This unified platform provides a consistent environment to:
– Extend objects and business logic and tailor the user experience for employees
– Define functional and data security
– Publish analytic reports and dashboards
– Define and manage master data such as customers, resources, products, and assets
– Manage the lifecycle of the application (deploy from development to production,
upgrade, and so on)
• Additionally, Engagement Cloud extends Sales Cloud with additional infrastructure for
specialized capabilities such as omnichannel interactions and knowledge
CX Foundation Platform
Enterprise
Analytics &
Configuration Mobile Social Process & Identity &
Data
& Extensibility (smartphones Collaboration Integration Security
Visualization
and tablets)

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The Digital Customer Service capabilities of Engagement Cloud run within Oracle Application
Builder Cloud Service (ABCS).

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Business Value

• Engagement Cloud:
– Handles product or service-related problems to retain customers and develop long-
term loyalty
– Provides sales staff with full insight into service history and issues for any account
– Allows collaboration between sales, service, and other resources to track progress
and resolve customer issues
– Lets service agents:
— Easily communicate with customer through a variety of channels
— Quickly access knowledge as needed to assist customers
– Allows customers to self-serve online to handle certain common simple issues
— This provides a quicker answer for the customer
— This also reduces the number of live interactions required with customer service agents,
reducing the workload of agents for simple issues

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Implementing Oracle Engagement Cloud 2 - 6

Oracle Engagement Cloud - Service Areas

Case Omni Channel Knowledge Digital

Management Interactions Management Customer Service

• SR and Activity Tracking • Multichannel: Email, Phone, • Agent Knowledge • Integrated Knowledge*
• Sales & Service Chat, Co-browse, Field Service* • Recommended Answers • Submit and Track Cases*
Collaboration • Real time routing and • Content Authoring • Drag & Drop Configuration*
• SLAs and Entitlements* assignment • Self-Service Knowledge* • Custom Branding*

Unified CX Platform

Data Analytics & Data Extensibility & Content & Process & Identity &
Management Visualization App Development Collaboration Integration Security

* Added in R13

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Implementing Oracle Engagement Cloud 2 -

 Service Request Management - Summary
Service Request Tracking
– Enable sales reps to easily track service requests
for customers and partners
– Access from browser, mobile app, or REST API

Queuing and Routing

– Route inbound service requests across channels
using configurable queue assignment rules

– Push assignment ensures that new work items

are being routed to available agents

Service Collaboration
– Share service requests with multiple team
members and contacts
– Post and forward internal notes
– Create & track activities associated to SRs

Follow-up & Response

– Follow-up and respond directly over email or web
– Measure sales rep service activity and SLA
adherence with real time analytics

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SLA = Service Level Agreement

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Omni Channel Interactions - Summary
Email
– Capture, route, and manage inbound emails
from multiple mailboxes
– Compose rich text responses in branded
HTML templates

Chat & Co-Browse

– Enable reps to engage in both chat and co-
browse sessions

Telephony Integration
– Streamlined call flow with configurable
screen pop
– Initiate outbound calls simply by clicking a
phone number
– Open interface integrates with any 3rd party
CTI provider

Interaction History
– Track interactions across channels

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Implementing Oracle Engagement Cloud 2 -

Field Service Work Order Management
Integration to Field Service Cloud

Capture Work Orders

– Capture and schedule work orders during customer
interactions
– Select time slots manually or automatically schedule
based on the SR resolution milestone
– Submit work orders to Oracle Field Service Cloud for
dispatch

Real Time Visibility

– Service agents gain constant, real time visibility
regarding work order status

Closed-Loop Execution
– Manage complete lifecycle of field service work orders
with Oracle Field Service Cloud
– Configurable pre-built integration through Oracle
Integration Cloud Service

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Implementing Oracle Engagement Cloud 2 -

 Knowledge Management - Summary
Intelligent Search
– Auto-suggest the best answers based on the customer
question
– Leverages natural language search to improve search
relevancy
Employee Knowledge in Service Context
– Agents can search knowledge in the context of a
particular service request
– Embed knowledge into responses to customer questions
Self-Service Knowledge
• Enable customers to search knowledge articles from the
web using Digital Customer Service or open APIs
Knowledge Authoring
– Author and publish content across multiple languages
– Manage multiple versions of content

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Provides:
• Knowledge to support service agents by:
- Allowing answers to be found quickly and incorporated into responses to customers
- Ensuring that answers are correct and consistent
• Content authoring capabilities
• Knowledge for end-user customers to self-serve

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 Digital Customer Service (DCS)
Prebuilt Reference Application
– Prebuilt reference site that can be rebranded, modified,
and tailored
– Library of components allows users to search knowledge,
ask questions, access live help, and view the status of
service requests

Branded and Extensible

– Robust designer with drag and drop configuration

– Match the look and feel of your brand

– Responsive UI for variety of screen sizes

– Extend with custom components

Site Publishing
– Create one or more unique sites

– Publish content across multiple languages

– Serve pages to anonymous and authenticated users

User Registration
– Enable self-registration for new user accounts with the
option to enforce approval

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Is a prebuilt reference application for online customer service that can be rebranded, modified and
extended
Includes a set of web and mobile self-service pages for customers to:
• Search knowledge articles for problem resolution
Submit and track service requests
Engage with agents through email, chat and co-browse

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Lesson Highlights

• Engagement Cloud provides service functionality blended with Sales Cloud on a single
platform
• Engagement Cloud includes:
– Case Management
– Service Channels and Omni-channel Interactions
– Knowledge Management
– Digital Customer Service
• Customer end users can obtain self-service assistance through a Digital Customer
Service web page
• Customer end users and customer service agents can interact via other channels such
as email, telephone, or chat

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Practice

• Walk through an Engagement Cloud usage scenario

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