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 […]
Posts Tagged ‘OEC’
Engagement Cloud R13 – Service Queue Management
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 […]
Engagement Cloud: 5 Key Productivity Tools for Service Requests
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 […]
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 […]