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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 […]

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Engagement Cloud R13 – A Deep Dive into Omnichannel Routing

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 […]

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