Personalized Experiences Enabled Through Extensibility

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1 Personalized Experiences Enabled Through Extensibility Vikram Kaledhonkar Principal Product Manager Oracle Copyright 2014 Oracle and/or its affiliates. All rights reserved.

2 Spread the Word about the Event! #ModernServExp

3 Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 3

4 Target audience 4

5 Personalizing SaaS application is a necessity! One size does not fit all! Your modern service needs to be personalized to suite your unique needs! Capture unique data about consumers Unique process to handle return merchandise Unique escalation processes etc etc Migrating from on-premise to cloud? Customization vs extensibility? Does cloud security, upgradeability & multitenancy pose restrictions or limitations? 6

6 Modern service personalization needs Your modern service data model needs to extend to support your unique business needs Your modern service solution needs to customize existing services to support your unique business needs User Interface Your modern service user interface needs to extend to support your changing data model Process Your modern service needs to personalize the processes to adapt your changing data model.

7 Oracle Service Cloud Built for extensibility Contact Center Social Web Custom Custom Objects allow for extending Service Cloud data model Custom object is new type of object in Oracle Service Cloud, similar to standard object Custom Objects inherits all platform capabilities and can have relationships with Standard objects Custom attributes allow for extending Standard objects (aka System Attributes) Unbounded extensibility, seamless upgrades and pervasive support 8

8 The Oracle CX Portfolio ORACLE MARKETING CLOUD ORACLE COMMERCE CLOUD ORACLE SERVICE CLOUD ORACLE SALES CLOUD ORACLE SOCIAL CLOUD Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Service Cloud Platform

9 Let us build Say, an Airline company wants to track frequent flyer details of contacts Approach 1: Extend Standard Contact object using custom fields Approach 2: Define a new custom object 1. Build a LoyaltyAccount custom object Has relationship with a Contact Standard/OOTB object 2. Define a workspace for Loyalty Account 3. Develop a report using new custom object 4. Integrate using Connect APIs Connect PHP API and Connect REST API Oracle Confidential Internal/Restricted/Highly Restricted 10

10 Custom Objects Overall process Design Model Custom Objects in Object Designer Create custom relationships, fields, indices, permissions Deploy Database tables are created and Custom Objects are made available to desktop and APIs Customize Use Oracle Service Cloud designers tools Workspaces, Workflow, Reports, and Scripts Integrate Integrate Custom Objects at server side as well as client-server using Connect APIs

11 Design using Object Designer Design Deploy Customize Integrate Object designer Part of Configuration in Agent Desktop Allows for management of object definitions Create custom relationships, fields, & indices Manage permissions & icons Custom Objects Can be organized under packages avoids name collisions! Also have special category Custom Menus or Menu only objects

12 Deploy using Object Designer Design Deploy Customize Integrate Deploy Makes your custom object live in the system Allows for immediate or scheduled deployment Could take 1 to 15 min to perform deploy Rollback Rollback un-deployed changes Export / Import Export selected Custom Object designs to a file for import into other sites E.g design on dev system and export/import to a production system

13 Frequent customizations in Oracle Service Cloud Product Registration Warranty Entitlement Return Merchandise Authorization (RMA) Product Notices (recalls, patches, updates) Asset Tracking Service Dispatch ITIL Processes Etc etc

14 Design Deploy Customize Integrate Customize Agent Desktop using array of Designers Workspaces Deployed objects are immediately available in workspace editor Application Menu Custom Objects can be added as a New item on the Application Menu like any other built-in Object Workflow Custom Objects can be referenced and created within Workflow Analytics Create reports for Custom Objects in the same way as Standard Objects Oracle Confidential Internal/Restricted/Highly Restricted 15

15 Integrate Custom Objects using Connect APIs Design Deploy Customize Integrate Connect PHP Server side API CPM or Customer Portal or Custom scripts Custom Objects are available as typed PHP objects E.g. $a_new_rma = New rightnow\connect\v1_3\co\rma; Connect Web Services for SOAP Client Server API B2B data integrations Use Generic Object interface to integrate using custom objects E.g. <q1:objecttype> <q1:namespace>co</q1:namespace> <q1:typename>rma</q1:typename> </q1:objecttype> Connect REST API Client Server API Web development Custom Objects are available as typed named REST resources E.g. connect/v1.3/co.rma Oracle Confidential Internal/Restricted/Highly Restricted 16

16 Custom Objects: Recent changes and upcoming features 2016 Recent Changes Custom Menu objects are not counted towards your Custom Object allocations Upcoming changes Business rules support for Custom Objects Additional data types for System Attributes E.g. decimal data type 17

17 Questions? 18

18 Community and Documentation Technical Documentation and Sample Code Documentation for Oracle Service Cloud Products Oracle Service Cloud Community 19

19 Continue the Conversation. Oracle Service Cloud Community bit.ly/osvccommunity

20 Ask the Oracle Service Cloud Experts 1-hour, 1-on-1 sessions Palazzo Ballroom K, Floor 5 *If you didn t register beforehand, visit bit.ly/atevegas or the Reg Desk on Floor 5. First-come, first-served. Limited availability. sponsored in part by:

21 Be Sure to Attend: Technical Track Thursday 1 1:45 p.m. Integrating Modern Service Experience with your Enterprise systems Delivering modern customer experience excellence requires the ability to rapidly adapt to changing business needs. Extending Oracle Service Cloud through custom objects offers this flexibility. Join this session for an overview of custom objects capabilities and see a demonstration on how to use new objects in Oracle Service Cloud Agent Desktop, Oracle Service Cloud Analytics, server-side code, and Oracle RightNow App Builder Connect PHP API Cloud Services. This session will also highlight features added in recent releases.