FAQ

Service
Are all of the Oracle Customer Service and Support Cloud Service modules included in a single bundle? Can I select which modules I subscribe to?

Yes. You can select any modules you want to be included in your Oracle Customer Service and Support Cloud Service. To make it easier for customers to prioritize, purchase, and utilize functionality with Oracle Customer Service and Support Cloud Service, we have created four offerings:

  • Oracle RightNow Standalone Chat Dynamic Agent Desktop Cloud Service
  • Oracle RightNow Standard Dynamic Agent Desktop Cloud Service
  • Oracle RightNow Enterprise Dynamic Agent Desktop Cloud Service
  • Oracle RightNow Enterprise Contact Center Dynamic Agent Desktop Cloud Service

Each offering has a defined set of included functionality that you can subscribe to on a per user-per month basis. You can also add individual products on a line-item basis or move to another base offering that includes the required functionality set. Contact your Oracle sales representative for details.

top
I didn't see any functionality listed for marketing and sales automation. What are my options in this area?

Oracle Sales and Marketing Cloud Service is our cloud service offering for marketing and sales automation. We have integrated Oracle Customer Service and Support Cloud Service with Oracle Sales and Marketing Cloud Service to enable sharing of customer information. We plan to continue to integrate Oracle Customer Service and Support Cloud Service with additional Oracle Sales and Marketing Cloud Service functionality over time. Learn more about Oracle Sales and Marketing Cloud Service.

top
What are some of the key features for Oracle Customer Service and Support Cloud Service?

  • Oracle Customer Service and Support Cloud Service is a comprehensive cross-channel solution, letting you seamlessly and consistently engage with your customer across every channel including email, phone, web, social media, and mobile devices.
  • Oracle Customer Service and Support Cloud Service is trusted by over 2,000 public and private organizations and governments around the world.
  • Oracle Customer Service and Support Cloud Service is recognized by Gartner as an industry-leading Customer Service and Support solution in web, social and contact center 'Magic Quadrants.'
  • Oracle Customer Service and Support Cloud Service is easy to configure and extend with wizard-driven composers that are designed for non-IT users and APIs based on open standard, not proprietary, tools.
  • Oracle Customer Service and Support Cloud Service is a secure and reliable cloud Customer Service and Support solution that complies with the strictest security standards and has a proven, consistent performance record of high availability.

top
What functionality is available with Oracle Customer Service and Support Cloud Service?

Oracle Customer Service and Support Cloud Service includes the following solutions for all parts of the Customer Service and Support service and support lifecycle, for every customer interaction channel:

  1. Agent Contact Center Desktop
  2. Live Agent Chat and Co-browse
  3. Intent and Rules-Based Guides
  4. Web Self-Service
  5. Mobile Interfaces
  6. Email Management
  7. Incident Management
  8. Social Knowledge
  9. Support Community
  10. Innovation Community
  11. Social Monitoring
  12. Facebook Answers
  13. Feedback Management
  14. Analytics and Dashboard Reporting
  15. Visual Workflow and Routing
  16. Custom Objects and Wizards
  17. Knowledge Management

All of this functionality is described in more detail in the Oracle Customer Service and Support Cloud Service data sheets.

top
What is Oracle Customer Service and Support Cloud Service?

Oracle Customer Service and Support Cloud Service combines web, social tools, and contact center experiences for a unified, cross-channel service solution in Oracle Cloud, enabling organizations to increase sales and customer acquisition, build trust and strengthen relationships, and reduce costs and effort. The Oracle Customer Service and Support Cloud Service enterprise platform provides transparent reliability, unmatched security, and successful delivery of the mission-critical Customer Service and Support.

top
Contact UsContact Us
Chat NowChat Now