10

Oracle Social Network

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Implementing Oracle Engagement Cloud 10 - 1

Objectives

After completing this lesson, you should be able to:

• Describe the purpose of accessing Oracle Social Network (OSN) in Oracle Engagement
Cloud
• Set up Engagement Cloud so that Service Requests (SRs) can be shared on OSN

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Implementing Oracle Engagement Cloud 10 - 2

 Oracle Social Network (OSN)

• Is a secure, private social network integrated into Engagement Cloud

• Connects you with all your colleagues so you can collaborate in real time to:
– Discuss projects, plans, and issues in public forums, membership groups, or one-on-
one
– Review and publish files
– Follow the daily activities of the people you choose
• Integrates with objects in Engagement Cloud, so you can bring a Service Request into
OSN to share and discuss

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Oracle Social Network is a secure enterprise collaboration and social networking solution for
business. Oracle Social Network facilitates real-time collaboration between individuals and teams
within and across enterprises with a broad range of social tools that seamlessly integrate business
processes, activities, and enterprise applications such as Oracle Sales Cloud or Oracle Service
Cloud. With Oracle Social Network, users are able to stay informed of business activities and drive
productivity with purposeful social networking.

This is the same mechanism that is used in Sales for objects such as Opportunities.

Implementing Oracle Engagement Cloud 10 - 3

 Configuring OSN Sharing

• Use the Manage Oracle Social Network Objects task to configure Service Requests to
be shareable on OSN, either globally or individually
– Attributes of Service Requests can enabled individually for display on the OSN wall
Service Requests
must be
individually set for
sharing

All Service
Requests will
automatically be
available for
sharing
Email will not be
displayed on the
Service Requests OSN wall
cannot be shared

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Implementing Oracle Engagement Cloud 10 - 4

 Sharing an Individual Service Request

• To see the OSN conversation associated with the service request, select the Social icon

Social

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If you attempt to access OSN from this details page of an SR that has not been shared, a Share
button will be display so you can share it.

Implementing Oracle Engagement Cloud 10 - 5

Recommended Practices

• Do not set Service Requests for Automatic (global) sharing; select Manual sharing so
that agents explicitly share service requests only when collaboration is required

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Implementing Oracle Engagement Cloud 10 - 6

Lesson Highlights

• SRs can be shared on OSN so that users can collaborate in handling the SR
• Sharing must be explicitly enabled, either globally for all SRs or for individual SRs

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Implementing Oracle Engagement Cloud 10 - 7

Practice

• Share a Service Request on OSN

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Implementing Oracle Engagement Cloud 10 - 8