Date post: | 26-Jul-2018 |
Category: |
Documents |
Upload: | nguyenliem |
View: | 220 times |
Download: | 0 times |
Oracle Service Cloud
Mobile Agent AppMobile Agent App
2 April 2014
Justin Anderson, Sr. Director, Product Management
Agenda
• Oracle Service Cloud - Mobile Agent App
• Demo
• How to Get More Information
• Q&A
2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
• Q&A
2013
Enterprise Adoption of Mobility
Share of tablet shipments going to enterprise (projected)
13%
2017
20%
3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Enterprise Adoption of Tablets
is Growing Very Rapidly
Growth in adoption of both
BYOD and Company-owned devices
Dimensional Research Survey, May 2011(source: IDC, August 2013)
Mobility Saves Time & Money
25%19%
3%
4%
Impact of Tablets & Smartphones on
Organization Productivity
Significant Increase
Slight Increase
12%4% 16%
Impact of Tablets & Smartphones on
Organization Cost Savings
Significant Savings
Slight Savings
Slight Increase
4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
CDW, IT Monitor, May 15, 2012CDW, IT Monitor, May 15, 2012
49%
19%No Impact
Does not apply
No increase 38%
2%
29%
Slight Increase
No Impact
Does not apply
Slight decrease
Mobility Landscape for Service – Agent Side
Field ServiceContact Center Custom Needs
5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
� Full featured asset mgmt,
scheduling, work orders, parts4.
� Oracle solutions (EBS + Siebel)
� Partner solutions (TOA Technologies)
� Unique use cases
� Leverage development
platforms like ADF Mobile
� Increase availability and
responsiveness
� Augment primary desktop
� ‘Occasional’ use
Mobile Users in the Contact Center
Roaming
or Basic Field Agent
Specialist
away from DeskManager
away from Desk
6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
or Basic Field Agent away from Desk away from Desk
• Quickly find incidentsas you go onsite
• Access critical infosuch as location & phone
• Update incidentwhile onsite
• Quickly respondno matter where you are
• Reassignto other resources
• Find & Updatewhen new info is learned
• Monitor Exceptionsand intervene
• Resolve Blocking Issuesimmediately
• Search for Informationand provide on demand
Oracle Service Cloud Mobile Agent App
CAPABILITY HIGHLIGHTS
• Native iPad/iPhone design to support offline cache and
server side search
• Manage incidents and tasks including custom fields
• View contacts and organizations including incident history,
associated notes & previous survey results
• Use knowledge articles with server side search
• Support for custom objects and profile-based permissions
7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
• Support for custom objects and profile-based permissions
KEY BENEFITS
• Improve resolution time by staying responsive
• Empower agent effectiveness with mobile knowledge
• Delight employees with a highly responsive application
experience
Oracle Tap – The Service Cloud Mobile Agent AppDownload it from the App Store and then choose your Cloud application
8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Mobile Agent App for iPhone
• Same feature set as
iPad application
•Driven by same
profile and UI
10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
profile and UI
configuration
•Automatic vertical
layout
Execute Global Search in
Shuttle and view results.
Localization and Globalization Support
• Localized today into 25 languages
• Most text labels are pulled at
runtime from Service Cloud
– Translated based on the language
of the interface the user connects to
11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
• Name, Address, Date & Time
formats are correctly displayed on
the client
– Based on the locale setting of the
iOS device
Oracle Service (RightNow) User’s ProfileOracle Service (RightNow) User’s Profile
Mobile Agent is Controlled by User’s Profile
Permissions
• Authentication to Mobile Agent
• Actions not exposed on UI if user
Navigation Set and Analytics
• Enable/Disable Access to Incidents, Contacts,
Mobile Workspaces
• Manage Mobile View/Edit & Create UIs including:
12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
• Actions not exposed on UI if user doesn’t have permissions.
• View/Add/Edit for Standard and Custom Objects
• Incident Message Email
• Note Permissions
• Forward Incident / Task / Answers Action (Config Setting)
Incidents, Contacts, Organizations, Tasks, Answers or Custom Objects.
• Associate Analytic Report to Incident, Contacts, etc to control which filters are applied & fields are displayed and searchable
Create UIs including:
• Custom Fields, Menus & Objects
• Controls for Attachments w/ upload, Hyperlink & Incident SmartSense
• Tabs for Related Notes, Tasks, Survey Results & Other Reports
Adapt to your Business with Mobile Workspaces• Support for Mobile Workspaces: Incident,
Contact and Custom Objects*
• Drag and Drop to design
• Standard and Custom Fields with options like
Read Only
• Attachment Control provides view and upload
capabilities
• Hyperlink Control and lookup variables support
13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
• Hyperlink Control and lookup variables support
opening of external web sites/apps
• Others: Incident SmartSense, Contact
Email/Phone List, Contact Address List
• Tab Management with Mobile Tab Types
• Incident Messages, Time Billed, Related Tasks,
Notes, Contact Survey Results
• Report Tab allows you to choose a report to
display (i.e. all Contacts related to an Incident)
* Mobile Contact and Custom Objects in Feb 2014
Adapt to your Business with Mobile Workspaces• Support for Mobile Workspaces: Incident,
Contact and Custom Objects*
• Drag and Drop to design
• Standard and Custom Fields with options like
Read Only
• Attachment Control provides view and upload
capabilities
• Hyperlink Control and lookup variables support
14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
• Hyperlink Control and lookup variables support
opening of external web sites/apps
• Others: Incident SmartSense, Contact
Email/Phone List, Contact Address List
• Tab Management with Mobile Tab Types
• Incident Messages, Time Billed, Related Tasks,
Notes, Contact Survey Results
• Report Tab allows you to choose a report to
display (i.e. all Contacts related to an Incident)
Adapt to your Business with Mobile Workspaces• Support for Mobile Workspaces: Incident,
Contact and Custom Objects*
• Drag and Drop to design
• Standard and Custom Fields with options like
Read Only
• Attachment Control provides view and upload
capabilities
• Hyperlink Control and lookup variables support
15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
• Hyperlink Control and lookup variables support
opening of external web sites/apps
• Others: Incident SmartSense, Contact
Email/Phone List, Contact Address List
• Tab Management with Mobile Tab Types
• Incident Messages, Time Billed, Related Tasks,
Notes, Contact Survey Results
• Report Tab allows you to choose a report to
display (i.e. all Contacts related to an Incident)
Adapt to your Business with Mobile Workspaces• Support for Mobile Workspaces: Incident,
Contact and Custom Objects*
• Drag and Drop to design
• Standard and Custom Fields with options like
Read Only
• Attachment Control provides view and upload
capabilities
• Hyperlink Control and lookup variables support
16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
• Hyperlink Control and lookup variables support
opening of external web sites/apps
• Others: Incident SmartSense, Contact
Email/Phone List, Contact Address List
• Tab Management with Mobile Tab Types
• Incident Messages, Time Billed, Related Tasks,
Notes, Contact Survey Results
• Report Tab allows you to choose a report to
display (i.e. all Contacts related to an Incident)
Adapt to your Business with Mobile Workspaces• Support for Mobile Workspaces: Incident,
Contact and Custom Objects*
• Drag and Drop to design
• Standard and Custom Fields with options like
Read Only
• Attachment Control provides view and upload
capabilities
• Hyperlink Control and lookup variables support
Mobile Incident
Tab Types
17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
• Hyperlink Control and lookup variables support
opening of external web sites/apps
• Others: Incident SmartSense, Contact
Email/Phone List, Contact Address List
• Tab Management with Mobile Tab Types
• Incident Messages, Time Billed, Related Tasks,
Notes, Contact Survey Results
• Report Tab allows you to choose a report to
display (i.e. all Contacts related to an Incident)
Mobile Contact
Tab Types
Oracle Service Cloud Mobile Agent App
CAPABILITY HIGHLIGHTS
• Native iPad/iPhone design to support offline cache and
server side search
• Manage incidents and tasks including custom fields
• View contacts and organizations including incident history,
associated notes & previous survey results
• Use knowledge articles with server side search
• Support for custom objects and profile-based permissions
18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
• Support for custom objects and profile-based permissions
KEY BENEFITS
• Improve resolution time by staying responsive
• Empower agent effectiveness with mobile knowledge
• Delight employees with a highly responsive application
experience
Where to Get More Information
• 2 Minute Video - Intro to Mobile Agent App
(recorded June 2013)http://vimeo.com/65932020
• Quarterly Release Recorded Web Casts and
New Feature Details
• February 2014 Release Recording
If you are considering Oracle Service Cloud For Customers (via cx.rightnow.com)
• Documentation
• February 2014 Mobile Agent Documentation
• November 2013 Mobile Agent Documentation
• Answers / Knowledge
• 5493: Enable and Customize Mobile Agent
19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
• February 2014 Release Recording
• February 2014 Capabilities and Benefits
• November 2013 Release Recording
• November 2013 Capabilities and Benefits.
• August 2013 Release Recording on Oracle University
• August 2013 Capabilities and Benefits
• 5493: Enable and Customize Mobile Agent
(Getting Started for Administrators)
• 6148: Mobile Agent End User Guide
• 5575 FAQ's for Mobile Agent App / Tap
• Search cx.rightnow.com for "mobile agent" to find
more
Thank You
20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 20
Justin Anderson
Sr. Director, Product Management