introduction to oracle service cloud customer portal framework
TRANSCRIPT
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Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Introduction to Oracle Service Cloud Customer Portal Framework Overview and Getting Started
Chris Fellows Senior Manager Oracle - North America Solutions Consulting April 1, 2015
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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.
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Program Agenda
Customer Experience Imperative
Features and Benefits
Examples
Development Overview
Basic Development Demo
Summary
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Your customer has a question.
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Ask a friend Research on
web
Contact company by
phone
Contact company by
Options
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Options
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Good service
Loyalty, Sales,
Customers
Customer Experience Imperative
Web service
Lowest Cost
channel
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Well engineered,
rich, effective web support
Oracle Customer
Portal*
Customer Experience Imperative
* Full name: Oracle Service Cloud Customer Portal
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What is Customer Portal?
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• Models
• Controllers
• APIs
• Widgets (View+Controller)
• Set of HTML pages and CSS
• Example starting point
• After first install, owned by customer
2 Parts Framework Reference Implementation
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Customer Portal
• Search –Search Engine Optimized (SEO)
–Ant colony learning algorithm (recently popular + relevant on top)
–Natural language
• Knowledge management
• Guided assistance
• Smart assistant and other incident deflection
• Related answers
• Feedback
• Fast
• Service request history
• Account management
Features of Customer Experience
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Customer Portal
• Accessible
• Mobile
• Syndication
• Responsive Design (May 15)
Features of Availability
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Customer Portal
• Pixel perfect
• On escalation, attach history of viewed answers
• Answer comments
• Social communities (community self service)
• SLAs
• Integration with other systems –Single sign on and pass through authentication
–API integration points
Features of Integration
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Customer Portal
• Develop, Stage, Promote to production
• WebDAV access
• Dynamic help
• Familiar syntax
• Familiar tools
• Accelerate
Features of Development
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Customer Portal
• Widget Builder/Extender –Easily extend an existing widget or create a new one
• Developer Tools
• OPA Widgets – Include an OPA interview within a Customer Portal page
• Engagement Engine
• CoBrowse
Recent Features
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Customer Portal Developer Tools
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Customer Portal Engagement Engine
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Using EE to Dynamically Insert HTML on a Page
• Often it is necessary to add content to a page.
• Obviously you can edit the HTML
• But it is easy to do this on the fly with EE
• Just add an “Insert Content” action as part of the rule
• Insert code into the Content field
• A good use case for this is adding a positioning div for a SPAC on a demo site
Oracle Confidential – Internal/Restricted/Highly Restricted 20
Content can also by styled: <div id="myDiv" style="position: absolute; right: 100px; z-index: 10000;"></div>
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Customer Portal Premium CoBrowse Widgets
Customized Invite
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EXAMPLES
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Getting Started Developing
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Tools
Any code management
• Ex: Git, SVN, Mercurial
Any code editor
• Ex: Eclipse, Dreamweaver, Notepad++
Any OS
• Mac, Windows, Linux
Choose your own
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Tools I Use
NotePad ++ Chrome
git
WebDrive
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/ci/admin From Admin
pages, enter
the dev area
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WebDAV with WebDrive
• Settings –WebDAV (HTTP/SSL)
–Server: <hostname>
–Path: /dav
–Web URL: http://<hostname>/
• You can mount, but that is slower. – If you should have filesystem caching issues,
check http://<hostname>/dav/ in browser to verify.
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WebDAV Directory Structure
Framework v3.2 All editable files are under /cp/customer
Support files like CSS and images go under assets/
Your site pages and custom code goes under development/
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WebDAV Mapping To URL Framework v3.2
/cp/customer/development/views/pages/ask.php
is equivalent to: http://<hostname>/app/ask
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• Pages are HTML
with some extra
tags such as <rn:widget> and <rn:meta>
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• Documentation
is in admin
section under
the Framework
menu in the
“Page Tags”
and “Page
Meta Tags” sections
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Page
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Template
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Themes • Color • Font • Spacing • Logos
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Widgets • Navigation • Data display • Search • Log in • etc.
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Basic Development Demo
Edit Theme
Edit Template
Edit Page
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Basic Development Demo
Edit Theme
Edit Template
Edit Page
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Basic Development Demo
Edit Theme
Edit Template
Edit Page
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Documentation
• Use the Admin area to its fullest –Widget docs are live, including for custom widgets
–Field names are live
• Visit: –https://cx.rightnow.com/
• Documentation and Manuals and Technical Documentation links
–http://www.oracle.com/technetwork/indexes/samplecode/index.html • Coming soon…
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Summary
• Fast, easy, comfortable for developers
• Fast, reliable customer support for end users
• Pixel perfect customization
• Great web support experiences, low maintenance
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Email: [email protected]
Questions
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Basic Development Demo
Edit Theme
Edit Template
Edit Page
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Basic Development Demo
Edit Theme
Edit Template
Edit Page
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Edit Theme
Edit Template
Edit Page
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