Varghese Daniel – Solutions Architect

Using CPQ for a Smoother Sales Process Configure Price Quote (CPQ) software and its strategies in the current market continue to evolve and bring greater precision, accuracy, speed, and improvement in every aspect of sales cycles, from product pricing to complex product configurations. CPQ tools offer greater insights into your customers’ needs and enable them […]

Service Bell Notifications In Engagement Cloud, the Service application can now present a notification to the service agent when a specific trigger condition occurs relating to a service request. This enables the service agent to take immediate action in response to a customer inquiry. The latest release R13 (18A) enhances the notifications framework by simplifying the process […]

Oracle Engagement cloud is a unified Sales and Service application that helps your agents to play a blended role while serving your valued customers and partners. Service Request Management is the core functional area in Engagement Cloud and it comes with easy to setup Inbound Email Processing capabilities for automatically creating and updating Service Requests. […]

Oracle Engagement Cloud is a unified Sales and Service application that helps your agents to play a blended role while interacting with your customers and partners. Service Request Management is the core functional area in Engagement Cloud and it comes with several features to manage service requests/interactions and route them to a most appropriate service […]

Oracle Engagement Cloud is a unified Sales and Service application that enables your agents to play a blended role while serving customers and partners. Service Request (SR) Management is the core functional area in Engagement Cloud with respect to Service offering and it comes with several advanced features. There are many productivity tools embedded into […]

Co-Browsing – Browsing together Oracle Co-browse is a collaboration tool that can be used during phone or chat interactions to enable an agent to see the screen of the customer that he’s interacting with. Engagement Cloud R13 provides out-of-the-box support for co-browsing.  The Co-browse feature is used to engage customers online and provide real-time assisted […]

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 […]

Recently, Oracle updated Sales Setup Assistant utility that will speed up your initial Oracle Sales Cloud (OSC) implementation by automating core setup tasks. Sales Setup Assistant is a wizard-driven client-side utility with user-friendly interface currently available on windows platform. The Sales Setup Assistant utility is designed to gather minimal input on the core sales setup […]

The release of Siebel Innovation Pack 2017 (IP 17.0) is set to revolutionize how our customers configure, manage and deploy the Siebel CRM application. At the same time, it will provide a modern developer experience that will enable parallel, collaborative and distributed team development. Siebel IP 17.0 delivers many new features. Highlights include: Revolutionary changes […]

The recent release of Engagement Cloud introduced Omnichannel framework, which provides automatic, real-time agent assignment of communication channels used by Service processes. An omnichannel customer experience requires gathering context and information across all engagement channels throughout the entire customer journey so your agents can view every interaction, from the first website visit to ongoing engagement on social […]

Recently, I had an opportunity to participate in Engagement Cloud R13 workshop for Oracle partners. During the workshop, we explored many of the new Engagement Cloud capabilities. In this blog post, I am going to explain how to use SmartText (one of the Productivity Tools), which enables the speed and consistency of Agents working on Service […]