Oracle

Engagement Cloud R13 – Digital Customer Service (DCS)

Oracle Digital Customer Service is an offering within Oracle Engagement Cloud that enable you to provide your customer account users with self-service access to their own service requests and relevant knowledge articles through a web interface.

Digital Customer Service is a pre-built reference application for online customer service solutions that can be re-branded and extended to suit your service requirements.  This approach accelerates your time-to-value without sacrificing the flexibility you need in order to create a compelling end-user experience.

Engagement Cloud R13 subscription comes with Oracle Visual Builder Cloud Service (OVBCS) platform which is used for building customer self-service sites. The easy-to-use, drag-and-drop designer enables your business users and web developers to quickly customize and deploy web pages that exactly match the look and feel of your company websites.

The highly extensible framework enables you to extend the library of pre-built components with your own custom components that can access additional data and expose new features to your end users.  Custom components that you create can be easily reused across pages and shared with other users and applications.

Oracle - Guide to Oracle Cloud: 5 Steps to Ensure a Successful Move to the Cloud
Guide to Oracle Cloud: 5 Steps to Ensure a Successful Move to the Cloud

Explore key considerations, integrating the cloud with legacy applications and challenges of current cloud implementations.

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You can create more than one unique self-service site for your customers, you can maintain multiple versions of sites and supports 22 languages. The responsive user interface supports a variety of screen sizes.

Digital Customer Service is pre-integrated with Engagement Cloud R13, no additional installation or complex setup required.

It comes with a fully functional reference implementation. Your end customers can:

  • Search and view knowledge articles
  • Create, view, and edit Service Requests
  • Use the Engagement Cloud Chat and Co-browse channels to interact with your service agents
  • Self-register,  create and maintain customer user accounts

Digital Customer Service is cost-efficient and is available to your customers 24×7.

Please register and join us on January 23rd, 2018 as we explore the exciting features of Oracle Engagement Cloud R13.

Discussion includes:

  • Review of key features
  • Leveraging the solution for maximum results
  • Implementation considerations
  • Advantages of a unified architecture and combined platform

About the Author

Varghese Daniel is a Solutions Architect with Perficient’s CRM practice. He is an accomplished CRM implementation consultant with 20-plus years of CRM implementation and upgrades experience. He holds several Specialist certifications in Salesforce CRM, Salesforce CPQ, Siebel CRM, and Oracle Sales Cloud and is also an active member in Oracle Community Spaces (Oracle Sales Cloud, Siebel and Integration Cloud service).

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