Hi, I’m Tony DaGiau.
I implement Oracle Fusion Cloud and EBS Applications.
I’m an expert in Oracle CX-CRM. With 20 years of functional experience, I’ve developed a robust toolkit to help you tackle the job:
Based near Denver, Colorado, I serve clients throughout North America. I also partner with other consulting firms to provide specialized expertise on larger enterprise projects.
Contact me to discuss how I can help your organization.
Recent Posts
Oracle B2B Service Entitlements, Part 2: Inner Workings
In my previous blog post, Part 1, I provided an overview of the Service Entitlements front end—how milestones are used on Service Requests (SRs) to monitor SLA compliance. In this post, we will go behind the scenes and look at how the Oracle CX Service Cloud Entitlements architecture functions and can be leveraged to support your SLA business requirements. Service Entitlements Architecture Let’s start off by introducing the key components of the Service Entitlements architecture and then we’ll drill-down on each area in more…
B2B Service Cloud Entitlements, Part 1: Tracking SLA Milestones
Oracle’s B2B Service Cloud provides service level agreement (SLA) support through Service Entitlement Milestones. Milestones are basically timers that are assigned to Service Requests (SRs) to ensure specific actions are performed within compliance threshold limits. Service Cloud includes two predefined milestones: First Response Metric and Resolution Metric. Administrators can also define new milestones as needed to support your business requirements. In Part 1 we’ll look at how the First Response and Resolution milestones function on service requests and some of the compliance analytics…
Service Request Action Plans
This post profiles Oracle B2B Service Cloud’s Action Plan functionality. Customer service agents can use Action plans to quickly generate a set of activities that must be performed to resolve a Service Request (SR). Action plans are particularly useful if the support agent needs help from other resources, or if many actions are required to resolve the SR. If actions plans are not a fit for your organization, they can be removed from the UI to streamline your application. Now let’s take a look…
Tracking Competitors in Oracle Sales Cloud
Oracle Sales Cloud’s Competitor functionality is designed to help companies identify and track competitors on sales opportunities. Competitors are simple to set up, and ongoing data entry by sales users is minimal. If your business requirements aren’t too elaborate, you’ll probably find out-of-the-box Sales Competitor functionality a good fit. If you have sophisticated competitor tracking and analysis requirements, CX Sales Cloud includes powerful tools, such as Application Composer, that can be used to build additional features and expand capabilities efficiently. The process for managing…
Services
Implementation
Implementing Oracle CX Cloud can be a big undertaking. It’s also an opportunity to break free of legacy system constraints and make big-leap improvements for your business.
From project planning through production support, I’ll work closely with you to deliver a successful implementation. Learn more…
Support
Keeping your Oracle CX or EBS application up-to-date and running smoothly is critical to protecting your investment.
Production support isn’t just about resolving issues—it’s also a great time to get more value out of your system through enhancements and optimization. Learn more…
Strategy
Is Oracle Sales Cloud the best fit for your company? Should you upgrade your current on-premise EBS instance, or migrate to Oracle Cloud instead? Is there a better way for your call center to use Oracle?
Important questions like these deserve carefully thought-through answers.
Learn more…