company's ability to deliver great service.

Amidst the three days of sessions, Oracle Service Cloud hosted industry

roundtables and a 100 “Ask the Experts” meetings between customers and

product experts. Not to mention in depth executive, contact center, web

customer service, insightful answers and technical tracks with customers

like Virgin America, Panera, Kaiser Permanente, Beachbody, Nikon, T-

Mobile and others. These discussions provided a unique opportunity to

connect more closely on detailed product topics and the Oracle Service

Cloud product roadmap.

1

Oracle Service Cloud June 2015

Product Update News from Oracle Service Cloud Development

Modern Service Experience Conference Highlights

Stephen Fioretti,

VP, Outbound

Product

Management

@sfioretti

Copyright © 2015. Oracle. All Rights Reserved.

Over 500 customer service professionals joined the Oracle

Service Cloud team in Las Vegas recently to kick off the

Modern Service Experience Conference! The event

featured nearly 40 customer speakers including Kohl’s,

LinkedIn, Pella and Nintendo outlining the latest trends in

engaging customers, empowering employees and adapting

quickly to constantly changing business and customer

needs. The conference also featured industry thought

leaders from Forrester, Constellation Research, Beagle

Research and The 56 Group talking about the future of

customer service and trends that are impacting a

Congratulations Modern

Service Experience Customer

Award Winners!

Customer Champions

• Louis Ross, Beachbody

• Nicholas Armstrong,

Orbitz

• Stuart Concannon,

ASOS

• Jim Ferron, Nintendo

• Tetsu Kimura, Gogo

• Michele Watson,

Walmart.com

• Troy Carrothers and

Becky Ploeger, Kohl’s

User Group Host of the

Year

• Kyle Snay, Minnesota

State Colleges and

Universities

Game Changer Award

• Redcoon.com (pictured

Hendrik Buske)

Innovator Award

• Ingersoll Rand

(pictured Kyle Martin)

Watch the sessions from Modern Service Experience 2015

On-Demand

Modern Service Experience Award

LinkedIn

ETAdirect, enables customers to more easily manage complex field

service processes – delivering, installing, repairing and maintaining

products, services or assets at a customer’s home or business. Think

about the cable guy or the person sent to repair your high-tech office

equipment. The Oracle Field Service Cloud uses time-based

measurements, self-learning performance pattern profiles and predictive

capabilities to enable organizations not only to automate, but also

optimize, field service operations.

The result? Customers can enhance their field service operations to

power greater operational efficiencies and drive lower costs, all while

ensuring they always deliver an exceptional customer experience during

what may be an organization’s only face-to-face interaction with its

customers.

As part of Oracle Service Cloud, the Oracle Field Service Cloud will

support the final customer experience channel so organizations can

provide customers with truly holistic service. Additionally, Oracle Field

Service Cloud will be available as a standalone solution, which can be

integrated with other Oracle CRM and ERP suites, as well as third-party

CRM, ERP, billing and HCM solutions.

We’re very excited to make this new offering available to our customers.

.

2

Oracle Service Cloud June 2015

New Application Extends Modern Service Experience

to the Field

Oracle announced its acquisition of field service

management solution provider TOA Technologies in

July 2014, and now, we are proud to let you know

that TOA is officially a part of the Oracle Service

Cloud family! Joining us as the fifth Oracle Service

Cloud application, TOA Technologies’ cloud-based

field service management software will help

organizations using Oracle Service Cloud extend the

customer experience to the field!

Oracle Field Service Cloud, previously called TOA’s

Copyright © 2015. Oracle. All Rights Reserved.

Stephen Fioretti,

VP, Outbound

Product

Management

@sfioretti

Recent Releases

We are pleased to

announce the availability

of the Oracle Service

Cloud February and May

2015 releases, which

provide significant new

features and capabilities

across the Oracle Service

Cloud pillar.

David Hayden,

VP, Inbound

Product

Management

@haydendavid

February 2015 highlights include:

• Private messaging support for Facebook

• Cobrowse Premium

• Preview subject for message templates

• Proof notifications for Outreach

• Browser based UI

• Supporting IPv6

• Incident archiving

To learn more, please refer to these

resources:

• February 2015 Documentation Overview

• February 2015 Tutorials

• What’s New in Oracle Service Cloud

February 2015 (video)

May 2015 highlights include:

• Oracle Service Cloud Knowledge

Advanced

• Oracle Service Cloud Integration

Accelerators for Field Service

Management, EBS Case Management and

Back Office, and Siebel Case

Management

• Several MAPI Enhancements

• See the complete Release Content

Document

To learn more, please refer to these

resources:

• May 2015 Documentation Overview

• May 2015 Tutorials

• What’s New in Oracle Service Cloud

May 2015 (video)

For more information on Oracle Field Service Cloud, please

visit Oracle.com or engage with us on our community.

Service Cloud Accelerators are designed to demonstrate how an

integration scenario could be built using its integration and extension

capabilities by surfacing the common elements as “reference integrations”

that are easy to deploy and customize. They include the full source code,

test cases and documentation needed to kick start custom integration

projects.

With the May 2015 (15.5) release of Oracle Service Cloud, three new

integration accelerators became available:

The Oracle Field Service Cloud Accelerator makes the predictive

routing and scheduling functionality of the Field Service Cloud available

directly within the Oracle Service Cloud Agent Desktop, optimizing the

way highly-customized field service capabilities work with the Service

Cloud platform.

Current Siebel and EBS Accelerators support the creation of Web Self

Service (WSS) widgets that can show and update activities from within

Siebel or Oracle Service Cloud’s Customer Portal.

The 15.5 EBS Accelerator builds on these existing capabilities, adding

support for digital channels like chat and social. Oracle Service Cloud

agents gain access to full customer data and history from the EBS system

during an interaction and workspace add-ins that automate contact, service

request and repair order creation.

Learn more about Oracle Service Cloud Integration

Accelerators.

In today’s demanding business climate, companies are

driven to squeeze the maximum value possible from their

applications by integrating across platforms and leveraging

the agility of cloud products. Every company has some

strategic advantage that makes its service environment

unique. Those important differentiators drive business

value but make it hard to deliver a fully-packaged solution

that meets every CIO’s needs. Accelerators are provided to

help customers and partners confidently leverage our

platform and proven design patterns to meet those unique

needs.

3

Oracle Service Cloud June 2015

Accelerate Custom Cross-Platform Integrations

Copyright © 2015. Oracle. All Rights Reserved.

Important Links

• Oracle Service Cloud Community

• User Discussion Forum

• Developer Discussion Forum

• Oracle Service Cloud Support

Knowledge Base

• Master Deprecations Knowledge

Base Article

Roderick

Peace,

Director,

Product

Management

Questions, feedback, or content ideas for the newsletter?

Please email Stephanie Kaleva.

4

Customer Forum Developer Forum

• Create a report to display only re-opened incidents

• How to set different auto response email templates for

different receiving address

• Date and time filter in report

• Using Incident Data Import Wizard to import multiple

threads for same incident

• Message templates conditional section

Oracle Service Cloud June 2015

Copyright © 2015. Oracle. All Rights Reserved.

• Custom process to update custom objects

• Create contact with a SOAP

• How to create a NEW custom widget

• What can be imported via the Data Import Wizard

• RightNow-Siebel integration. Help a beginner!

Popular Discussions

Upcoming Events

• August 4, 2015: Salt Lake City User

Group

• August 17-19, 2015: CRM Evolution

• September 9-11, 2015: Gartner Customer

360 Summit

5

Oracle Service Cloud June 2015

A Deeper Look at Your Customer: Co-Browsing During Chat

When a customer is having trouble finding or doing

something online, it can be easier for an agent to provide

help by seeing the customer's screen real-time in order to

understand the problem and guide the customer through to

a resolution. Co-browsing technology creates a screen

sharing experience that's extremely fast to launch,

universally compatible and built for customer privacy. Co-

browse can be used during both voice and chat

interactions, enabling agents to provide fast and accurate

help in the customer's channel of choice.

Michelle Brusyo,

Senior Product

Manager

@mbrusyo

Copyright © 2015. Oracle. All Rights Reserved.

Guiding Audiences Through

Self-Service

Do you ever run into filter frustration? When you are

designing or running reports that include runtime selectable

filters, do you find that you have to use vertical or

horizontal scrolling to find the correct filter values? Do you

have a commonly used filter value but always have to go to

the bottom of the list to find it?

Significant enhancements to the search dialog window

were introduced in the May 2014 release and have

continued to be enhanced through the November 2014

release. Users now have the ability to quickly and easily resize filter boxes

so scrolling is minimized. In addition, individual filters can now be

reordered so that commonly-used items can be moved to the top.

Read more to learn about these and many other enhancements

on the search dialog boxes.

There are some unique aspects to co-browsing during a chat interaction,

and some best practices that can help optimize this process to ensure a

positive customer experience.

Read More!

Using Analytics Search Filters Just Got Easier

Kenny Tietz,

Principal Product

Manager

Guided Assistance

is a powerful tool,

frequently used as a

troubleshooter to

help customers and

agents quickly

navigate to the

right answer.

This article

explains what Guided Assistance is, how to enable

it and when it should be used. We

will look into how to:

• reduce guide maintenance by

reusing nested guides.

• improve guides and find areas

needing new answers by

running reports on which paths

users take and which paths are

frequently abandoned.

• use guides with Workspace

Rules, Scripting and Workflow

and also call external

integrations to perform custom

logic using guides.

Read More!

Jens Lundell,

Director,

Development

In the News

• Customer Self-Service a Must-Have

for Oracle Collaborate Attendees

(featuring iRobot)

• Gogo Gears Up for the Ever-

Connected Passenger

• The Hidden Sources of Poor

Customer Service

• Oracle Bets on Cobrowsing in

Service Cloud Refresh

• Oracle Makes Its Service Cloud

More Social

• How The Cloud Answers Two

Businesses' Need For Speed

This feature allows PHP scripts to

create and send multi-part emails

including text, HTML and

attachments when integrations need

to send notifications.

The email API can be called from

server side scripts triggered from

either an object event handler or

Customer Portal. It can also pass

message content or data to other

systems using email. For example, it

can be used to send email to an IT

contact when an error is encountered

or send a message to a third-party

system where the target integration is

not a registered entity in Oracle

Service Cloud.

The email API also honors all

marketing opt-in and global

suppression lists.

For more information,

check out the

documentation.

develop interviews (interactive dialogues) that automatically ask questions

based on customer responses. These dynamic interviews can be deployed

across any channel ensuring a consistent and more satisfying customer

experience.

Let’s see how! Visit the OPA Discussion Forum on the Oracle

Service Cloud Community.

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes

only, and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor

subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and

conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this

document, and no contractual obligations are formed either directly or indirectly by this document. This document may not

be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior

written permission. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be

trademarks of their respective owners.

6

Oracle Service Cloud June 2015

Connect the Contact Center to the Field with Oracle

Service Cloud

You’re already using Oracle Service Cloud to seamlessly

serve customers across all channels, but have you

incorporated the most intimate customer channel into

your strategy?

Field service appointments may be the only time your

customer will engage with your organization face-to-face.

Plus, these interactions happen on their home turf – your

field staff is standing on the carpet where their kids play,

in front of their reception desk or on the factory floor!

If your contact center and field service operations are still siloed, you’re

missing out on opportunities to elevate customer satisfaction and drive

efficiencies in your service processes.

Kayleigh Fitch,

Product Manager

@kfitch

Server Integration Just Got

Better

Last year, the product

introduced new

capabilities to

improve server side

integration. Robust

notification capability

is now available via a

managed PHP Email

API for integrations.

Vikram

Kaledhonkar ,

Principal Product

Manager

Oracle Corporation

World Headquarters

500 Oracle Parkway

Redwood Shores, CA 94605 U.S.A.

Phone:

+ 1.650.506.7000

+1.800.ORACLE1

oracle.com/service

Ready to Enhance Cross-Channel Customer Experiences

with More Personalized Service?

Delivering great service experiences can be tough. It’s

more challenging with complex requests that also must

comply with changing organizational, product or

department policies and rules. Because each customer

request is unique, organizations struggle to deliver

automated, consistent, effective and personalized customer

service.

So how are our customers meeting these challenges? They

are adding Oracle Policy Automation (OPA) to their

Service Cloud solution. With OPA, it’s easy to quickly

Heike Lorenz,

OPA Global

Product

Marketing

Manager

Read More!