Oracle Service Cloud overview

1. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Modern Customer Service
Solution Overview
Bang Ta
Applications Sales Manager
Oracle CX Cloud

2. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Agenda
Business Imperative
Solution Overview
Customer Success
1
2
3

3. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Achieve Sustainable Growth & Profit
INCREASE OPPORTUNITIES
IMPROVE CONVERSIONS
DRIVE MORE SALES
ACQUISITION
(INCREASE REVENUE)
INCREASE SATISFACTION
IMPROVE LOYALTY
DRIVE HIGHER ADVOCACY
RETENTION
(STRENGTHEN RELATIONSHIPS)
INCREASE PRODUCTIVITY
IMPROVE SELF SERVICE
DECREASE OPERATION COSTS
EFFICIENCY
(LOWER EFFORT)

4. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Some Things Haven't Changed
“A business absolutely devoted
to service will have only one
worry about profits. They will
be embarrassingly large.”
Henry Ford > founder of the Ford Motor Company
reason to recommend a company:
is still Outstanding Service*#1

5. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Some Thing’s Have Changed Forever
1980s 1990s 2000s 2010s
Empowered
Customers
Digital is
Humanized
Knowledge
Everywhere
Internet of
Things
Mobile as
Primary Channel
Cross-Channel
Service
WHAT’S NEXT
Harder To Differentiate,
Compete & Win
Channels, Devices, Technologies & Behaviors

6. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
More Channels, More Choice, More Access
1 channel 2 channels 3 channels 4 channels 5 or more channels
25% of consumers
use less than 3
channels
75% of consumers
use 3 or more
channels
*Source: Ovum
Most Customers Cross Many Channels

7. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
What Customers Expect Has Evolved
And Someone
Will Deliver
 Access on their terms
 Consistent information
 A clear path to an agent
 Know the facts about them
 Don’t make them repeat
 Access to their peers
On Every Channel

8. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Become A Modern Customer Service Organization
Modern
Customer
Service
Engage Customers
Make it easy for customers to
engage with your brand
1 2
Empower Employees
Make it easy to serve
customers
3
Adapt Quickly
Easily adapt to the changing
needs of your business

9. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Agenda
Business Imperative
Solution Overview
Customer Success
1
2
3

10. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
ORACLE
COMMERCE CLOUD
ORACLE
SALES CLOUD
ORACLE
MARKETING CLOUD
ORACLE
SERVICE CLOUD
ORACLE
SOCIAL CLOUD
Cross Channel
Contact Center
Knowledge
Management
Web Customer
Service
Policy
Automation
Service Cloud Platform
Field Service
Management
The Oracle CX Portfolio

11. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross Channel
Contact Center
Knowledge
Management
Web Customer
Service
Policy
Automation
Service Cloud Platform
Field Service
Management

12. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Social Self-Service
Leverage the Power of
Customer Knowledge
Web Customer Service
Email Support
Complete Email
Response Management
Live Chat
Industry Leading Chat
& Proactive Chat
Self-Service
Pixel Perfect Support
Sites and Widgets
Smart Engagement
Guides & Troubleshooters
Integrated Knowledge
Single Knowledgebase Across
All Channels
Mobile Self-Service
Global Device Support
Co-Browse
In Depth Agent
Assistance
Connected, Engaging & Personal

13. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Web Customer Service
Web & Mobile Self-Service
Social Self-Service
Live Chat & Co-Browse
Email Support
Smart Engagement
Industry Leading Self-Service
Flexible Self-Service
• From support sites to widgets, deliver
knowledge where it’s needed most
Pixel Perfect Branding
• Match the look and feel of your brand
with ease
Mobile Customer Service
• Deliver self-service on mobile devices
around the globe
Integrated Assisted Service
• Provide access to live help when your
customers need it

14. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Web Customer Service
Web & Mobile Self-Service
Social Self-Service
Live Chat & Co-Browse
Email Support
Smart Engagement
Example Customer Sites
{ 4M sessions/mo }
{ 9.5M sessions/mo }
{ 5M sessions/mo }
{ 9M sessions/mo }
{ 8M sessions/mo }
{ 2M sessions/mo } { 4.5M sessions/mo }
{ 5M sessions/mo }

15. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Web Customer Service
Web & Mobile Self-Service
Social Self-Service
Live Chat & Co-Browse
Email Support
Smart Engagement
The Power of Customer Knowledge
Self-Service for Facebook
• Connect and engage with your
customers in the web’s largest
community
Community
• Create a community where customers
can help each other
• Moderate and identify best answers
• Add ideation community spaces
where customers can share ideas for
new products & services

16. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Web Customer Service
Web & Mobile Self-Service
Social Self-Service
Live Chat & Co-Browse
Email Support
Smart Engagement
Live Agent Assistance
Live Chat
• Augment self-service with live agent
assistance
• Deliver via web & mobile
• Commerce ready (PCI Compliant)
Proactive Engagement
• Leverage real time behavior &
customer history to determine when
to invite customers to chat
Co-Browse
• Enable agents to co-browse with
customers when needed

17. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Web Customer Service
Web & Mobile Self-Service
Social Self-Service
Live Chat & Co-Browse
Email Support
Smart Engagement
Efficient & Effective Email Management
Email Management
• Route and manage inbound emails
• Define rich HTML responses, add
personalized content and track clicks
Ask a Question
• Enable customers to submit questions
directly from your support site
Agent Efficiency
• Automate escalations & workflow
• Leverage Standard Text for fast and
consistent responses
• Use SmartAssistant to recommend
the best answer

18. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Web Customer Service
Web & Mobile Self-Service
Social Self-Service
Live Chat & Co-Browse
Email Support
Smart Engagement
Intelligent Assistance
Guided Assistance
• Provide step-by-step troubleshooting
• Create guides quickly and easily
SmartAssistant
• Recommend the best answer based
on a customer question
• Reduce inbound escalations by up to
30%
Intelligent Routing
• Leverage real time behavior and
agent skills to match the right agent
with the right customer

19. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross Channel
Contact Center
Knowledge
Management
Web Customer
Service
Policy
Automation
Service Cloud Platform
Field Service
Management

20. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Unified Desktop
Integrate Applications
to a Single Desktop
Telephony Control
Media Control Toolbar &
Screen Pop
Case Management
Intelligent Queuing & Routing,
Escalation & Collaboration
Guided Resolution
Interaction Workflow & Agent
Scripting
Social Engagement
Social Customer Profiles &
Monitoring
Analytics
Role Based Reports
& Dashboards
Customer
Engagement
Customer Feedback &
Proactive Communications
Integrated Knowledge
Single Knowledgebase Across
All Channels
Mobile Desktop
Anywhere, Anytime
Contact Center
Adaptable, Unified, Empowering

21. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross-Channel
Contact Center
Case Management
Guided Resolution
Social Engagement
Customer Engagement
Analytics
Telephony Control
Unified Agent Desktop
Mobile Desktop
Multi-Channel Case Management
Case Management
• Manage cases across channels
• Capture & track key case information
• Use agent productivity tools such as
standard text to reduce handle times
Accounts & Contacts
• Keep key account & contact
information up to date
• Track asset ownership and detailed
product configurations by customer
Contracts & SLAs
• Define and track customer contracts
and SLAs
• Ensure SLA adherence and track
organizational performance

22. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross-Channel
Contact Center
Case Management
Guided Resolution
Social Engagement
Customer Engagement
Analytics
Telephony Control
Unified Agent Desktop
Mobile Desktop
Intelligent Queuing & Routing
Queuing & Routing
• Create & manage multi-channel
queues based on agent availability
• Leverage rules and workflow to
automate routing & escalations
• Balance workloads using standard
assignment and round-robin queuing
Experience Routing*
• Leverage skills-based routing to match
the best agent to the customer
• Simplify your queue management
with fewer queues and rules
• Prioritize routing strategically by
customer segment
* Currently available for the chat channel.
Additional channels coming soon.

23. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross-Channel
Contact Center
Case Management
Guided Resolution
Social Engagement
Customer Engagement
Analytics
Telephony Control
Unified Agent Desktop
Mobile Desktop
Agent Collaboration
• Enable your agents to work to
together to solve cases
• Pre-filter and find experts based on
skills and case information
• Prioritize collaboration invitations to
ensure important cases are worked
Anyone, Anywhere, Anytime
• Collaborate with experts wherever
they are with the mobile desktop
Find Solutions
• Search collaboration thread histories
to find solutions
• Identify key collaboration threads &
move solutions to the knowledgebase
Leverage Experts Across the Enterprise

24. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross-Channel
Contact Center
Case Management
Guided Resolution
Social Engagement
Customer Engagement
Analytics
Telephony Control
Unified Agent Desktop
Mobile Desktop
The Contextual Desktop
Contextual Workspaces
• Simplify workspaces to show only
what’s needed during an interaction
• Guide agents through each step of a
process
Interaction Workflow
• Save time and improve quality by
automating tasks
Agent Scripting
• Leverage scripting to turn every agent
into your best agent
• Improve agent performance in high
turnover environments

25. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross-Channel
Contact Center
Case Management
Guided Resolution
Social Engagement
Customer Engagement
Analytics
Telephony Control
Unified Agent Desktop
Mobile Desktop
Proactive Social Customer Service
Social Monitor
• Search the social web to find
customers in search of answers
• Identify & escalate posts to be worked
as cases
• Post a reply to quickly solve customer
issues & avoid negative sentiment
• Monitor Twitter, Facebook, YouTube
and any social site with an RSS feed
Social Profile
• Understand customer interests
• Leverage social learnings and provide
personalized service

26. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross-Channel
Contact Center
Case Management
Guided Resolution
Social Engagement
Customer Engagement
Analytics
Telephony Control
Unified Agent Desktop
Mobile Desktop
Customer Communications & Feedback
Proactive Communications
• Schedule and trigger customer
communications & newsletters
• Segment customers based on value,
behavior and interests
• Track responses, clicks, and
understand email deliverability
Voice of the Customer
• Capture & track valuable customer
feedback and satisfaction
• Design & create surveys to be
delivered across multiple channels
• Automate next steps and follow-ups

27. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross-Channel
Contact Center
Case Management
Guided Resolution
Social Engagement
Customer Engagement
Analytics
Telephony Control
Unified Agent Desktop
Mobile Desktop
Business & Customer Insights
Role-Based Dashboards
• Leverage 1000 prebuilt best practice
reports & dashboards
• Tailored for agents, managers and
executives
Designers for Business Users
• Drag and drop to create custom
reports & dashboards with ease
• Control report access through profiles
In-Context Analytics
• Slice, filter and drill into data directly
in application views and lists

28. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross-Channel
Contact Center
Case Management
Guided Resolution
Social Engagement
Customer Engagement
Analytics
Telephony Control
Unified Agent Desktop
Mobile Desktop
Leading Telephony Integration
Direct Telephony Control
• Leverage complete telephony control
directly on the desktop
• Pre-built media control bar provides
all session controls
• Combine with interaction workflows
and call scripts
Partner Enabled Integration
• Integrate to traditional on-premise
switches as well as cloud-based
telephony

29. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross-Channel
Contact Center
Case Management
Guided Resolution
Social Engagement
Customer Engagement
Analytics
Telephony Control
Unified Agent Desktop
Mobile Desktop
Single Platform, Highly Configurable
Unify Your Applications
• Eliminate “swivel integration”
• Leverage key integration technology
to bring applications together
• Integrate behind the firewall when
necessary
Unified Agent Desktop
reduces call handling time
from 13 minutes to 4
minutes.

30. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross-Channel
Contact Center
Case Management
Guided Resolution
Social Engagement
Customer Engagement
Analytics
Telephony Control
Unified Agent Desktop
Mobile Desktop
Un-tether from the Contact Center
Rapid Resolution
• Respond anywhere, anytime
• Optimized layout & gestures
• Dedicated mobile app for iOS
(Android coming soon)
Not Just For Agents
• Leverage experts outside the contact
center, roaming & at-home agents
• Provide managers with instant insight
into operations
Design Once
• No need to rework views for mobile
devices including custom workspaces

31. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross Channel
Contact Center
Knowledge
Management
Web Customer
Service
Policy
Automation
Service Cloud Platform
Field Service
Management

32. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Search
Context Sensitive &
Self-Learning
Content Authoring
Creation Workflow,
Versioning & Security
Guided Knowledge
Context Driven Guides &
Troubleshooters
Knowledge
Everywhere
APIs to Deliver Knowledge
Where It’s Needed
Analytics
KPIs, Usage &
Effectiveness
Smart Assistant
Best Answer Suggestions
Authoring
Collaboration
Peer-Assisted Answer
Creation
Social Knowledge
Combine Company Knowledge
With Community Knowledge
Integrated Knowledge
Single Knowledgebase Across
All Channels & Oracle CX
Knowledge Management
Intelligent, Insightful, Everywhere

33. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Knowledge Management
Content Authoring
Search
Guided Knowledge
Knowledge Analytics
Integrated to Oracle CX
Knowledge APIs
Author Once, Deploy Everywhere
Authoring Workflow
• Adhere to KCS authoring principles
• Collaborate with peers to create
content and track version history
• Ensure content consistency with
templates and layouts
Access & Security
• Control visibility to knowledge articles
by public, private and group access
Global Scale
• Author and manage content across
multiple languages
• Publish content by brand or region

34. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Knowledge Management
Content Authoring
Search
Guided Knowledge
Knowledge Analytics
Integrated to Oracle CX
Knowledge APIs
Contextual, Self-Learning Search
Natural Language Search
• Search using full sentences to
improve search context and relevancy
• Enable search in multiple languages
with built-in multi-lingual dictionaries
Self-Learning
• Leverage self-learning capabilities to
bubble the best answers to the top
Federated Search
• Search across multiple knowledge
repositories simultaneously –
regardless of location

35. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Knowledge Management
Content Authoring
Search
Guided Knowledge
Knowledge Analytics
Integrated to Oracle CX
Knowledge APIs
The Right Answer, The First Time
AnswerFlow
• Use inputs from other systems (such
as a diagnostic system) to help
determine the right answer
Guided Assistance
• Provide step-by-step troubleshooting
• Create guides quickly and easily
SmartAssistant
• Recommend the best answer based
on a customer question
• Reduce inbound escalations by up to
30%

36. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Knowledge Management
Content Authoring
Search
Guided Knowledge
Knowledge Analytics
Integrated to Oracle CX
Knowledge APIs
Insight Into Knowledge Effectiveness
Dashboards & Reports
• Gain insight into how knowledge is
being used
• Understand which knowledge articles
are successfully helping customers
• Track how knowledge is being
authoring & published
• Leverage built-in Knowledge Centric
Service (KCS) reports
AnswerFlow Analytics
• Understand which paths are being
followed by customers
• Determine how inputs are influencing
answer outcomes

37. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Knowledge Management
Content Authoring
Search
Guided Knowledge
Knowledge Analytics
Integrated to Oracle CX
Knowledge APIs
Single Knowledgebase Across All Apps
Integrated Across CX
• Access to the same knowledge
regardless of application
• Never waste time authoring the same
content twice
• Leverage pre-built integrations to
Siebel, EBS & CX Cloud Applications

38. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Knowledge Management
Content Authoring
Search
Guided Knowledge
Knowledge Analytics
Integrated to Oracle CX
Knowledge APIs
Knowledge Everywhere
Open APIs
• Leverage standards-based, web
services APIs
• Access knowledge from any device or
system
Embedded Knowledge
• Embed knowledge where its needed –
directly in a product, appliance, game
console or mobile app
• Use product or appliance context to
pre-filter knowledge and provide
relevant answers
• Eliminate the need to switch to a PC
to find answers

39. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross Channel
Contact Center
Knowledge
Management
Web Customer
Service
Policy
Automation
Service Cloud Platform
Field Service
Management

40. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Policy Automation
Policy Services
Integration APIs & Mobile
Deployment
Dynamic Interviews
Personalized Advice and
Decision Explanations
Compliance Management
Policy Auditing &
Decision Tracking
Policy Lifecycle
Change Management
& Deployment History
Rule Modeling
Model, Share & Update
Policy Rules
Policy Analytics
What-If Analysis &
Reporting
Dynamic, Compliant & Transparent

41. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Policy Automation
Dynamic Interviews
Rule Modeling
Compliance Management
Policy Lifecycle
Policy Services
Policy Analytics
Personalize Your Customer Interactions
Personalized Advice
• Provide precise advice tailored for
each customer
• Collect customer data more
accurately and efficiently
Intelligent Interviews
• Build and pre-fill Interviews to only
show relevant data and fields
Cross Channel Consistency
• Ensure a consistent experience
regardless of channel – self-service,
call center, mobile, or in-person
Personalized Explanations
• Provide documents that record and
explain decisions

42. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Policy Automation
Dynamic Interviews
Rule Modeling
Compliance Management
Policy Lifecycle
Policy Services
Policy Analytics
Empower Policy Experts
Natural Language Policy
Capture
• Model rules in Word and Excel
• Share easily with any policy expert
Intuitive Interviews
• Design interview layout and organize
interactive advice screen
Policy Debugging
• Test before deploying
Built-in Data Mapping
• Out of the Box Integration to Oracle
Service Cloud
• Easily map to data in other systems

43. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Policy Automation
Dynamic Interviews
Rule Modeling
Compliance Management
Policy Lifecycle
Policy Services
Policy Analytics
Build Trust Through Transparency
Policy History Tracking
• Empower agents to explain why a
decision was made
• Avoid customer complaints
Handle New Obligations
• Easily manage changes using the
structure and wording of the source
material
Decision Audit Reports
• Empower auditors with detailed
explanations of how each rule was
applied for every customer decision
• View easily in a report

44. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Policy Automation
Dynamic Interviews
Rule Modeling
Compliance Management
Policy Lifecycle
Policy Services
Policy Analytics
Reduce the Complexity of Policies
Policy Quality
• Leverage built-in quality tools to
ensure policy changes converge
quickly
Multi-language Support
• Create policies in your customer’s
preferred language with streamlined
translation management
Seamless Collaboration
• Collaborate between stakeholders
• Avoid conflicts
• Share changes
• Deploy the latest policies quickly

45. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Policy Automation
Dynamic Interviews
Rule Modeling
Compliance Management
Policy Lifecycle
Policy Services
Policy Analytics
Deliver Consistent Policies
Easy to Integrate
• Integrate decision making with
standard APIs to other applications or
processes
• Deliver consistency across legacy and
cloud architectures
Mobile Ready
• Deploy interviews to mobile devices
• Deliver policies to all parts of your
organization

46. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Policy Automation
Dynamic Interviews
Rule Modeling
Compliance Management
Policy Lifecycle
Policy Services
Policy Analytics
Understand the Impact of Policy Changes
Understand Impact of
Revisions
• Easily analyze new or changes policies
• View the impact as it relates to each
of your customers prior to changing
Policy Refinement
• Analyze and adapt policy outcomes to
avoid unexpected results
• Provide feedback to policy makers
What-if Analysis
• View potential policy outcomes and
impacts
• See outcomes side-by-side

47. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross Channel
Contact Center
Knowledge
Management
Web Customer
Service
Policy
Automation
Service Cloud Platform
Field Service
Management

48. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Core Manage
Monitor and manage your
field operations
Capacity Management
Predictive planning to enable
resource optimization
Field Collaboration
Connect field and back-
office teams
Smart Location
View the route and
location of field resources
Routing
Routing using unique
optimization automation
Communication
Proactively inform customers,
teams and co-workers
Mobility
Access to everything
needed in the field
Field Service Management
Fast, Timely Field Service Engagements

49. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Time-based, self-learning, predictive technology
Time-based
• Every activity is measured in real time for each
unique individual field service employee – an
ongoing time-motion study
Self-learning
• The solution learns the historical performance of
each employee and creates a unique performance
pattern profile, or “work fingerprint,” which is
continually updated over time, ensuring work is
always optimized
Predictive
• Leveraging these unique patterns, the solution
predicts, with 98 percent accuracy, when an
employee will start and complete each job
Field service management 360 view

50. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Field Service
Management
Capacity Management
Routing
Core Manage
Mobility
Smart Location
Field Collaboration
Communication
Right-size the field force
• Avoid the risk of over- or under-
booking capacity
• Adjust quotas based on current
business needs
• Reduce or eliminate overtime
Visualize capacity
• Displays how much work can be
completed each day based on
available resources, skills, work zones
and work types
• See available capacity in map view
• On-the-fly quota adjustment
Maximize Available Resources

51. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Field Service
Management
Capacity Management
Routing
Core Manage
Mobility
Smart Location
Field Collaboration
Communication
Accelerate business
• Route 10,000 appointments to 1,000
techs in just 4 minutes
Intelligently assign work
• Make assignments based on SLAs,
skills, location, availability
• Run simultaneous routing plans for
different divisions
• Compare multiple plan results with
routing visualization displays
• Adjust route configuration to meet
specific business objectives
• Reduce costs by reducing drive time,
overtime and missed appointments
The right person to the right place at the right time

52. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Field Service
Management
Capacity Management
Routing
Core Manage
Mobility
Smart Location
Field Collaboration
Communication
Holistic, real-time
functionality
• Hub for tech, work order and SLA
management with predictive view of
current and future work activity
• On-screen exception management
• Drag-and-drop assign/re-assign jobs
Increased customer
satisfaction
• Optimization frees dispatch to focus
on high-priority work or exception
management
• Higher percentage of appointments
are completed within committed
service window
Improve Visibility, On-time Arrival and Efficiency

53. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Field Service
Management
Capacity Management
Routing
Core Manage
Mobility
Smart Location
Field Collaboration
Communication
Unmatched mobility
• Supports BYOD with HTML5-powered
mobile app accessible on any device
• Full availability offline
• Techs get instant access to latest
version of application
• In-house and contract employees use
same app
Empower the field
• Employees have the right information
to complete more jobs faster
• Signature- and photo-capture
capabilities to enhance productivity
and safety
Empower Field Employees

54. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Field Service
Management
Capacity Management
Routing
Core Manage
Mobility
Smart Location
Field Collaboration
Communication
Compliance and security
• Real-time monitoring
• Identify unplanned stops and
inaccurate reporting instantly with
visual alerts
• Increase employee safety, especially
in remote areas
Flexibility
• Integrates with vehicle-installed or
mobile device location services
• Accommodates multiple geo-location
feeds for a single tech
• Inexpensively track location of
contractors through mobile device
Monitor Resources for Compliance and Safety

55. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Field Service
Management
Capacity Management
Routing
Core Manage
Mobility
Smart Location
Field Collaboration
Communication
Context aware
• Automatically connect users based on
contextual and location based
information
• Context-driven chat between any
system user
Streamlined communication
• Peer-to-peer collaboration in the field
• Familiar chat interface with simple
drag-and-drop functionality for quick
adoption
• Log and time-stamp all
communications
Connect, Communicate and Share in the Field

56. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Field Service
Management
Capacity Management
Routing
Core Manage
Mobility
Smart Location
Field Collaboration
Communication
Start-to-finish, multi-channel
communication
• Automate communication with
customer day before, day of and post-
appointment
• Communicate via text, email, voice,
web
• Automate post-appointment surveys
Build customer satisfaction
• Significantly reduce no-shows
• Keep customers informed through
their preferred channel
• Reduce volume of inbound “Where’s
my tech?” inquiries
Proactively Inform Customers Across Channels

57. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Cross Channel
Contact Center
Knowledge
Management
Web Customer
Service
Policy
Automation
Service Cloud Platform
Field Service
Management

58. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Extensibility
Extend Applications to
Meet Business Needs
Agent
Experience Design
Configure the Desktop to
Improve Agent Effectiveness
Customer
Experience Design
Ensure Brand Consistency
Across Channels
Integration
Open, Standards-Based
Integration Technologies
Cloud Delivery
Secure, Reliable,
Redundant
Connected CX Suite
Sales, Marketing,
Commerce, Social
Site & Operations
Management
Monitor, Test & Control
Global Scale
34 Languages
9 Hosting Centers
Service Cloud Platform
Flexible, Scalable, Reliable

59. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Service Cloud Platform
Application Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Agent & Customer Design
• Leverage designers built for business
users to customize the experience
Integration & Extensibility
• Integrate using open standards
technology & extend applications to
meet business needs
Cloud Operations & Delivery
• Monitor, test and control your site(s)
with visibility into the entire
implementation
• Trust mission critical levels of security,
reliability and data redundancy
Flexibility and Proven Performance

60. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Service Cloud Platform
Application Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Agent Experience Design for Business Users
Experience Designers
• Leverage an array of designers to
configure your own custom app
• Build screens and views simply by
dragging and dropping elements
• Control interaction flow, trigger
events & define access by profile
Developer Tools
• Leverage add-ins to create new UI
functionality, automate UI behavior &
integrate behind the firewall
• Use the JavaScript API to embed any
web application & pass context

61. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Service Cloud Platform
Application Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Pixel Perfect Customer Experiences
Web Service Design
• Match your existing web site branding
down to the pixel
• Leverage widget-based design to
mash-up capabilities on any web page
• Extend & customize widgets using
step-by-step wizards
• Meet Oracle Accessibility Standards
Fast Deployments
• Accelerate deployment with 160 pre-
built widgets, pages & templates
• Implement changes instantly with
zero site downtime
• Deliver for browsers, mobile browsers
and facebook

62. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Service Cloud Platform
Application Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Built To Extend
Custom Objects
• Create an entirely new application or
extend the base applications
• Leverage the array of designers to
create rich apps – new objects inherit
all platform capabilities
• Define relationships between objects
and create new custom fields
• Define and extend business logic to
new & existing objects
Upgrade Safe
• Rest assured that your work will
always be upgrade safe

63. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Service Cloud Platform
Application Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Open, Standards-Based Integration Technologies
Standards-Based APIs
• Leverage non-proprietary APIs and
integration capabilities (PHP, XML,
WSDL, SOAP)
• Conduct real time and batch data
synchronization via SOAP APIs
• Integrate via PHP-based APIs to
support server-side scripting
scenarios & event triggers
SOA Ready
• Enable SOA tooling via SOAP/WSDL
APIs, Oracle SOA Connector & Oracle
Service Bus
• Leverage built-in single sign-on
support

64. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Service Cloud Platform
Application Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Select Oracle Service Cloud Partners
System Integrator Partners
• Leverage system integrators to help
with everything from the initial
implementation to customizations
• Take advantage of direct switch access
& control with telephony integrators
• Ensure proven, repeatable
integrations to Oracle Service Cloud
ISV Partners
• Select best of breed ISV partners to
extend solution capabilities

65. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Service Cloud Platform
Application Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Mission-Critical Cloud Delivery
Commercial CLOUD PCI Certified CLOUD Government CLOUD US DoD CLOUD
Secure
• Industry leading security compliance
• The only cloud solution operating
inside the US Dept of Defense
Reliable
• Mission critical reliability
• Carrier-grade hosting facilities
Redundant
• Data redundancy & disaster recovery
across multiple geographic locations
• No single points of failure for
continuous availability

66. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Service Cloud Platform
Application Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Monitor, Test & Control
Monitor
• Monitor system-wide performance as
well as individual applications
• Track application usage
• Monitor service level targets
• Track purchases & subscriptions
Test
• Create test sites to evaluate changes,
integrations & extensions
Control
• Schedule upgrades
• Control application access

67. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Service Cloud Platform
Application Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Global, Access Everywhere Infrastructure
Global Presence
• Major hosting centers worldwide
• Redundancy & fail-over handled
across geographies
• Global implementation scale
Language Support
• Application localization in 34
languages

68. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Oracle’s Cloud Leadership
21,500,000+
End Cloud Users
13
Global Data
Centers
2+ Billion
Cloud Transactions
per Day
Cloud Customers in
180+ Countries
34 Languages
10,000+
Cloud Enterprise
Customers
2,100+
Cloud
CX Customers

69. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Connected CX Suite
Oracle CX Cloud Suite
• Use CX Solutions in combination
• Synchronize and share data across
the CX Suite
Oracle On-Premise
• Take advantage of the latest cloud
capabilities by augmenting existing
Siebel & EBS implementations
The Oracle CX Portfolio
Foundational Tools
Oracle Cloud
Infrastructure
Oracle MDM, BI
& Decisioning
Tools
Oracle
Integration &
BPM/SOA Tools
Oracle Mobile,
Portal & Content
Tools
ORACLE
COMMERCE
ORACLE
SALES
ORACLE
MARKETING
ORACLE
SERVICE
ORACLE
SOCIAL

70. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Agenda
Business Imperative
Solution Overview
Customer Success
1
2
3

71. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Oracle Service Cloud – Leading Industry Solution
• Millions of global users
• Thousands of customers
• Hundreds of best-in-class releases
Leader
CRM Suite for Customer
Service Solutions
Forrester Wave
Leader
since 2005
Winner
Best Solution Provider
Winner
Best Call Center Suite
Leader
Web Customer Service &
Contact Center Magic
Quadrants
Product
Leadership
2014

72. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
2014 Forrester Wave Customer Service Leader
Customer Service Solutions
For Enterprise Organizations
Customer Service Solutions
For Small & Midsize Teams
Source: Forrester Research, The Forrester Wave, Q2 2014

73. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Proven Customer Success
• 18% increase in service levels
• $3 million in cost savings
• <6 mos. launched cross-channel
• 2 days to hours for email response
• 10% higher agent effectiveness
• 2 minute lower avg handle time
• 15-20% decrease in training time
• 45% drop in inbound calls
• 16 million online customer sessions
• 90% fewer agent errors
• Cut chat time by 25%
• Reduced email volume by 10%
Retail Communications High Tech
Financial Services Travel & Hospitality Public Sector

74. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
More Recognized Customers Than Any Other Vendor
JD Power
Customer Satisfaction
Winner Six
Consecutive Years
Winner 2012
Total Customer
Satisfaction Award
CRM Magazine
Service Elite Award
2015 Winner
2010 Winner
JD Power
Service Champions
Winner 2012 Winner 2012
IQPC
Call Center Excellence
Gartner & 1to1 Media
CRM Excellence Award Winners
#1 Customer Experience
2012 Temkin Ratings 2013 Temkin Ratings
2011 Winner Call Center
Leader of the Year
2014 Runner-up

75. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Select Oracle Service Cloud Customers
Communications Financial Services High Tech/Manufacturing
Higher Education Travel & Transport Retail HealthcareMedia/Entertainment
Communications Consumer Goods Public Sector

77. Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Knowledge
Management
Web
Customer Service
Policy
Automation
Web Self Service
Social Self Service
Email Support
Live Chat / Cobrowse
Smart Engagement
Virtual Assistant
Case Management
Guided Resolution
Customer Engagement
Social Contact Center
Agent Mobility
Unified Agent Desktop
Dynamic Interviews, Compliance Management, Rule Modeling,
Policy Lifecycle, Policy Analytics, Policy Services
Semantic Search
Content Authoring
Guided Knowledge
Knowledge Analytics
Integrated Apps
Knowledge APIs
Platform
Service Cloud
Experience Management, Extensibility &
Integration, Hosting & Operations
Contact Center
Cross-Channel