Tony DaGiau: Oracle CX Consultant https://www.dagiau.com/ On-target implementations delivered Mon, 01 Feb 2021 15:29:20 +0000 en hourly 1 https://wordpress.org/?v=6.5.5 https://www.dagiau.com/wp-content/uploads/2020/12/cropped-DaGiau-Icon-v2021-2-1-32x32.png Tony DaGiau: Oracle CX Consultant https://www.dagiau.com/ 32 32 Oracle B2B Service Entitlements, Part 2: Inner Workings https://www.dagiau.com/oracle-cx-cloud/oracle-b2b-service-entitlements-part-2-inner-workings/ Mon, 14 Dec 2020 14:20:00 +0000 https://www.dagiau.com/?p=571 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 […]

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]]> B2B Service Cloud Entitlements, Part 1: Tracking SLA Milestones https://www.dagiau.com/oracle-cx-cloud/b2b-service-cloud-entitlements-tracking-sla-milestones-part-1/ Thu, 03 Dec 2020 19:53:13 +0000 https://www.dagiau.com/?p=458 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 […]

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]]> Service Request Action Plans https://www.dagiau.com/oracle-cx-cloud/service-request-action-plans/ Thu, 19 Nov 2020 22:14:35 +0000 https://www.dagiau.com/?p=463 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 […]

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