Oracle Service Cloud Mobile Agent Appcommunities.rightnow.com/files/428533e6ae/Mobile_Agent_APAC... · Oracle Service Cloud Mobile Agent App 2 April 2014 Justin Anderson, Sr. Director,

Oracle Service Cloud

Mobile Agent AppMobile Agent App

2 April 2014

Justin Anderson, Sr. Director, Product Management

[email protected]

Agenda

• Oracle Service Cloud - Mobile Agent App

• Demo

• How to Get More Information

• Q&A

2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

• Q&A

2013

Enterprise Adoption of Mobility

Share of tablet shipments going to enterprise (projected)

13%

2017

20%


Enterprise Adoption of Tablets

is Growing Very Rapidly

Growth in adoption of both

BYOD and Company-owned devices

Dimensional Research Survey, May 2011(source: IDC, August 2013)

Mobility Saves Time & Money

25%19%

3%

4%

Impact of Tablets & Smartphones on

Organization Productivity

Significant Increase

Slight Increase

12%4% 16%

Impact of Tablets & Smartphones on

Organization Cost Savings

Significant Savings

Slight Savings

Slight Increase


CDW, IT Monitor, May 15, 2012CDW, IT Monitor, May 15, 2012

49%

19%No Impact

Does not apply

No increase 38%

2%

29%

Slight Increase

No Impact

Does not apply

Slight decrease

Mobility Landscape for Service – Agent Side

Field ServiceContact Center Custom Needs


� Full featured asset mgmt,

scheduling, work orders, parts4.

� Oracle solutions (EBS + Siebel)

� Partner solutions (TOA Technologies)

� Unique use cases

� Leverage development

platforms like ADF Mobile

� Increase availability and

responsiveness

� Augment primary desktop

� ‘Occasional’ use

Mobile Users in the Contact Center

Roaming

or Basic Field Agent

Specialist

away from DeskManager

away from Desk


or Basic Field Agent away from Desk away from Desk

• Quickly find incidentsas you go onsite

• Access critical infosuch as location & phone

• Update incidentwhile onsite

• Quickly respondno matter where you are

• Reassignto other resources

• Find & Updatewhen new info is learned

• Monitor Exceptionsand intervene

• Resolve Blocking Issuesimmediately

• Search for Informationand provide on demand

Oracle Service Cloud Mobile Agent App

CAPABILITY HIGHLIGHTS

• Native iPad/iPhone design to support offline cache and

server side search

• Manage incidents and tasks including custom fields

• View contacts and organizations including incident history,

associated notes & previous survey results

• Use knowledge articles with server side search

• Support for custom objects and profile-based permissions



KEY BENEFITS

• Improve resolution time by staying responsive

• Empower agent effectiveness with mobile knowledge

• Delight employees with a highly responsive application

experience

Oracle Tap – The Service Cloud Mobile Agent AppDownload it from the App Store and then choose your Cloud application


Demo


Demo

Mobile Agent App for iPhone

• Same feature set as

iPad application

•Driven by same

profile and UI


profile and UI

configuration

•Automatic vertical

layout

Execute Global Search in

Shuttle and view results.

Localization and Globalization Support

• Localized today into 25 languages

• Most text labels are pulled at

runtime from Service Cloud

– Translated based on the language

of the interface the user connects to


• Name, Address, Date & Time

formats are correctly displayed on

the client

– Based on the locale setting of the

iOS device

Oracle Service (RightNow) User’s ProfileOracle Service (RightNow) User’s Profile

Mobile Agent is Controlled by User’s Profile

Permissions

• Authentication to Mobile Agent

• Actions not exposed on UI if user

Navigation Set and Analytics

• Enable/Disable Access to Incidents, Contacts,

Mobile Workspaces

• Manage Mobile View/Edit & Create UIs including:


• Actions not exposed on UI if user doesn’t have permissions.

• View/Add/Edit for Standard and Custom Objects

• Incident Message Email

• Note Permissions

• Forward Incident / Task / Answers Action (Config Setting)

Incidents, Contacts, Organizations, Tasks, Answers or Custom Objects.

• Associate Analytic Report to Incident, Contacts, etc to control which filters are applied & fields are displayed and searchable

Create UIs including:

• Custom Fields, Menus & Objects

• Controls for Attachments w/ upload, Hyperlink & Incident SmartSense

• Tabs for Related Notes, Tasks, Survey Results & Other Reports

Adapt to your Business with Mobile Workspaces• Support for Mobile Workspaces: Incident,

Contact and Custom Objects*

• Drag and Drop to design

• Standard and Custom Fields with options like

Read Only

• Attachment Control provides view and upload

capabilities

• Hyperlink Control and lookup variables support



opening of external web sites/apps

• Others: Incident SmartSense, Contact

Email/Phone List, Contact Address List

• Tab Management with Mobile Tab Types

• Incident Messages, Time Billed, Related Tasks,

Notes, Contact Survey Results

• Report Tab allows you to choose a report to

display (i.e. all Contacts related to an Incident)

* Mobile Contact and Custom Objects in Feb 2014





Read Only


capabilities
















Read Only


capabilities
















Read Only


capabilities
















Read Only


capabilities


Mobile Incident

Tab Types











Mobile Contact

Tab Types

Oracle Service Cloud Mobile Agent App

CAPABILITY HIGHLIGHTS

• Native iPad/iPhone design to support offline cache and

server side search

• Manage incidents and tasks including custom fields

• View contacts and organizations including incident history,

associated notes & previous survey results

• Use knowledge articles with server side search




KEY BENEFITS

• Improve resolution time by staying responsive

• Empower agent effectiveness with mobile knowledge

• Delight employees with a highly responsive application

experience

Where to Get More Information

• 2 Minute Video - Intro to Mobile Agent App

(recorded June 2013)http://vimeo.com/65932020

• Quarterly Release Recorded Web Casts and

New Feature Details

• February 2014 Release Recording

If you are considering Oracle Service Cloud For Customers (via cx.rightnow.com)

• Documentation

• February 2014 Mobile Agent Documentation

• November 2013 Mobile Agent Documentation

• Answers / Knowledge

• 5493: Enable and Customize Mobile Agent


• February 2014 Release Recording

• February 2014 Capabilities and Benefits

• November 2013 Release Recording

• November 2013 Capabilities and Benefits.

• August 2013 Release Recording on Oracle University

• August 2013 Capabilities and Benefits

• 5493: Enable and Customize Mobile Agent

(Getting Started for Administrators)

• 6148: Mobile Agent End User Guide

• 5575 FAQ's for Mobile Agent App / Tap

• Search cx.rightnow.com for "mobile agent" to find

more

Thank You

20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 20

Justin Anderson

Sr. Director, Product Management

[email protected]

Documents

Oracle Service Cloud Mobile Agent Appcommunities.rightnow.com/files/428533e6ae/Mobile_Agent_APAC... · Oracle Service Cloud Mobile Agent App 2 April 2014 Justin Anderson, Sr. Director,