Oracle SRM June 2017 Upgrades

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Oracle Social Network has announced the updates to Engage and Listen and work began in early June. If you are using SRM, check out the new upgrades and enhancements including Instagram posts in Listen! 

ENGAGE UPGRADE
 
Starting June 8, 2017, all users are now automatically directed to the new Engage interface when accessing it from within Oracle Social Cloud or from a bookmark. The new Engage interface will be the default experience for all users. Users will have the option to access the Classic Engage interface via the Back to Classic Engage link until July 20, 2017
 
ENGAGE ENHANCEMENTS
 
The following Engage enhancements make it easier for you to be more effective and proficient in responding to multiple messages. When using the new Engage, you can:
  • Filter by any or all selected labels

  • Display multiple photos in Tweets

  • Filter to unread posts and comments/replies

  • View a side panel that displays message activity

  • Display photos and videos for Facebook offers

 
INSTAGRAM POSTS WILL BE AVAILABLE!
 
On June 26, 2017, all active Listen topics with the Social Sites content type selected will begin collecting Instagram posts. Topic search terms will match Instagram post hashtags. Instagram posts will be shown in Listen with their associated images and videos.
 
Oracle Social Cloud customers can get insights from Instagram hashtag mentions in the Listen dashboard and see attached photos.
For customers who want to exclude Instagram content from topics, use the Source/Post URL filter and exclude instagram.com. Instagram posts will be matched only based on hashtags: caption text will not be matched. 
 
 

Coding Tricks for Oracle Developers

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Being a developer is hard. We tend to strive to make the best, most precise code. We tend to try to keep it clean and readable in case somebody else might need to review it and work on it in the future. However sometimes we believe our code is clean and as it turns out, once you are done, you realize that your code might be confusing for another developer or you might want to reuse your code and might find yourself updating it several times in different sections. Fortunately, there are several tricks that are useful in helping you make your code simpler and reusable. Below are 3 tricks I follow when developing a script (PHP, Javascript, Groovy, etc) for any Oracle CX system.
 

  1. Use Camelcase Syntax

Camelcase syntax is the writing of compound words or phrases where each word or abbreviation in the middle of the word begins with a capital letter with no spaces between them. For example “iPhone”, “JohnDoe”, etc. This syntax is helpful in keeping your code clean and readable. Mostly used for declaring functions and variables this syntax will look something like this in php scripting:

 

                Declaring a function with variables in it:

                

               

  1. Use Comments

Comments are a programmer's readable explanation in the source code. These are used with the purpose of making the script easier to understand for people that might be working with the script in the future. The syntax varies depending on the programming language, with the most common of them being that comments start with “//”. You can also use a block of comments to write documentation, these generally start with “/*” and end with “*/”. Below you can find our previous example with comments added to it.

 

  1. Use Code Golf

Code Golf is the term used to describe the technique of writing code that can be reusable. In other words the less code you can write the better. This technique is usually applied when you develop a big project that can have thousands of lines. A good example would be if you need to get information from a MySQL database for 5 different tables, the first idea would be to write 5 separate functions to get the data from the 5 places. Using the code golf technique we can reduce these functions to one by sending the table name inside a variable to the function before we execute it, and then reusing that same function by changing the value of the variable every time we need to. To end result would be that you will have a clean code without it being thousands of lines long.

 

Conclusion

Having been a programmer/developer for the past 8 years has shown me that by using these techniques, you can reduce the amount of work you do, you can understand the code in a more humanly way, and you will be able to reuse your creation for different purposes. At the end of the day the goal is to make your customers happy, and what better way than by making their application the best one there is. 

Your Customer Service Reps are Customers, Too

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Customer service can be a tough job. If you haven’t held this role before, picture yourself sitting at a cubicle with a laptop. Add constant ringing of phone calls into your headset and a mental checklist of information you are tasked with gathering from a customer while addressing their concern. You click “answer,” open a blank record in your system, and offer your usual greeting.

“Hi, I can’t login to my account online.” Although this seems like a simple request, for you, there’s no such thing. You let the customer know you can help them while trying to recall the power point slide in training about customer logins. You start asking the customer for the information needed to document their request in your customer service system. You can tell they just want a quick fix and try to prioritize discussion topics on the cause of their login failure. If they forgot their password you have to locate their account through the admin version of your website. If you see that their account is expired, you have to tactfully figure out why—is it account inactivity or a missed payment, perhaps? Uh oh, you see that they have an open invoice from last month.

Back to the customer service software, maybe you can find a ticket with some information on whatever that payment issue was. Searching the contact’s name and no other tickets come up. You cautiously let the customer know their account is suspended because of an overdue invoice. Wrong move, apparently. The customer angrily tells you they have already fixed this problem a month ago, and asks why you do not have a record of that email. Email? You didn’t check that, usually, problems are resolved through phone calls. Open up the general customer service email and search. You still can’t find it. The customer tells you it was sent to her spouse and why don’t they have that recorded on their account. You don’t want the customer to know that you are actually looking through her account on three different platforms. You ask for her spouse’s email address and finally see details on the missed payment. Apparently, it was an error and you can assume that the previous rep simply forgot to credit the account back the amount. After resolving the error, you finally reset the customer’s password and she hangs up. In an effort to be consistent with this customer, you send her a confirmation email that the error is resolved and close the ticket you created for her. You still never saw the last ticket.

This type of winding around is, unfortunately, common for customer service representatives. They are resilient, well-intentioned employees, but the level of service they provide is limited with a technology that separates their tasks.

Your customer service representatives are customers, too. The value of enabling your customers with information to provide a more seamless customer experience holds true to customer service representatives too. Let’s look at the same service call using Oracle Service Cloud.

“Hi, I can’t login to my account online.” You open a new incident record in Oracle Service Cloud and ask for the customer’s name. After attaching the contact to the incident record, you check their contact record. The record opens as a subtab, making sure you don’t lose track of this service call among other requests you are working on. You see that there is one previous incident record for this customer, as well as two email addresses on file.

Back in the incident, you click the Answers tab in the lower section of the page. Searching “login failure,” you find four entries of possible solutions: forgotten username, forgotten password, account expiration, and account suspension. You ask the user if she is sure of her login credentials and she affirms. You click into the previous incident on her contact and see that is it a call addressing a missed payment. The notes in the incident state that the charge was incorrect. Clicking to the adjacent Messages tab, you see an email sent to her spouse confirming the incorrect charge. You now know what happened—the charge wasn’t cleared in time—and you address the customer.

“I see an incorrect charge here which suspended your account. I’ll reset your password so that you can login and assign a task to our billing team to make sure the amount is cleared. You should receive one email immediately to reset your password and another later when the amount is cleared. Is there anything else I can do for you?”  The customer responds that her problems are solved and you exchange goodbyes.

You have reset the customer’s password, and when you save the task to correct the charge, an email notification is sent to the billing team with the customer’s information. You set the incident record to closed and save and close with one click.

Information is key for customer service. Oracle Sales Cloud provides an organized workspace to enable customer service providers to search for and connect information from many different places: Contacts, Organizations (Accounts), Incidents (service tickets), and Answers (a reference database with distinction between internal and external use). Oracle Service Cloud also supports live chat and even co-browse functions to provide efficient and immediate service.

The workspaces, or layouts, in Oracle Service Cloud support high levels of customization, and automating notifications and field values is easy with Workspace Rules. You can even keep track of which products a customer has purchased and whether or not a customer or organization is covered with a Service Level Agreement. Oracle Service Cloud was built for your internal customers; a connection to consumers. Enabling them with such a wide array of information and tools means increasing the lifetime value of your customers due to a seamless, consistent customer experience.