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 …
Oracle B2B Service Entitlements, Part 2: Inner Workings Read More »
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 …
B2B Service Cloud Entitlements, Part 1: Tracking SLA Milestones Read More »
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 …
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 …
