Category: Oracle

Create Interactive Social Media Posts using Oracle Social Cloud

Right contents in your social media fan pages, create a big impact in engaging your targeted audience. Though creating highly engaging contents is an art by itself, having right tools to build them is another major challenge / limitation to most of the Organizations.

In the last post on Oracle Social Cloud we discussed about how Oracle Social Cloud would help you to cut through the noise and hear what you like to hear that are of your interests like your brands, products, services, competition etc.. In this post I like to highlight some of the exciting features in Oracle Social Cloud that enables you to create highly engaging contents that can be published in your Organization Facebook page in a matter of few minutes ….

In its simplest form Oracle Social Cloud makes it possible to create interactive contents and publish in Facebook using “Views” section. The views module is supported by a WYSIWYG editor with rich controls to plug in various elements that would help you to build a highly engaging Social media content. The controls are grouped under five modules as Basic, Interactive, Feeds, Forms and Custom. The summary of various controls available under these buckets are presented in the below screenshot.

Oracle Social Cloud Controls

As you see above the kind of controls that you have under various buckets is quiet rich and one or more controls can be used to build an interactive post by simple drag and drop of this Control to the editor.

Let us dig into the usage of Controls with a very simple example. Assume you would like to run a Coupon Campaign where you want to collect user persona details of your Organization’s interest in exchange for a coupon that they can reimburse in a prominent e-commerce website.

You can do in simple 3 easy steps.

Step 1, drag the form module from “Basic” section in the editor

Oracler Social Cloud Basic editor

Step 2, expand the controls section to edit the control. As a first step build a form using WYSIWYG editor collecting user persona details of your interest. As you see below you have the flexibility to capture any kind of information using custom fields that are available in the form editor

Building a form using WYSIWYG editor

Step 3, go to the images section to add an image that appears before the form is presented, here a simple compelling image which displays the intended message of “Click here for $10 coupon” and an image that says a “Thank you message” on user submitting the form is used.

Oracle Social Cloud image Section

That is that you have to do to create this campaign. Use the Preview button to view how it appears and publish it in your Facebook account. All form data submitted by users can be downloaded later from the same control in form of a simple CSV …

coupon_4

In summary I believe having a right tool like Oracle Social Cloud to manage your social campaigns enables your marketing team to quickly create interactive highly engaging campaigns that would make a significant difference to your ROI in Social Marketing.

Venkatesan Sundaram
Senior Director, CRMIT

Originally Published on Venky’s Blog

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Oracle Sales Cloud (Fusion CRM) release 7, winning back core SFA!

Sales Cloud (Fusion CRM) release 7 is quite refreshing for those using the application since earlier releases. When I drove through the latest release 7, I knew the wait and the hype built around this release are justified.

Apart from bringing much anticipated enhancements around improving user experience, this release tried to take Mobile, Social & Analytics features to a new level.

From the perspective of an administrator, attempts made in the areas of Extensibility, Data Management and Environment Migration are appreciated.

Let me give you few specifics

User Experience: Navigation
Navigation was a major concern in previous releases. It was complicated and inconsistent or was just not there.

Now I see lot more availability and consistency in desktop UI.

Except Sales Calendar where the context of a calendar item isn’t completely built {this observation is addressed by FUSE (Simplified UI)}, navigation among core sales entities is fully enabled.

User Experience: Search
Enhancements in this area are focused around removing constraints, de-coupling search options and predefined lists and rectifying issues with filters etc.

Other notable improvements are role based saved searches (driven by admin), user level personalization of filters and introduction of record set attribute etc.

User Experience: Contextual Help
Contextual help is consistently available across all high use pages in the application. The help directory content is now fully aligned with the section form where it is invoked.

User Experience: FUSE
FUSE (Simplified UI) is for quick performance of regular tasks. A major enhancement to achieve buy-in from Sales folks.

You could perform all actions at par with desktop UI and can also quickly move to desktop UI to access more advanced features or more detailed information.

You could personalize the user experience by setting up required logo, theme etc. and setup a homepage announcement.

Though role based customization of simplified UI is possible, it is limited to overview/list pages only.

FUSE (Simplified UI) screenshot
FUSE (Simplified UI) screenshot

Core SFA: Sales Process Management
FUSE (Simplified UI) for quick action and Search, Navigation enhancements across core SFA modules brought this area back.

Other enhancements include
• Marketing insights for a Lead and Contact from Eloqua
• Customer Center Improvements –
> Competitive Presence – For Sales/Account Planning
> Graphical demonstration of Account Hierarchy (vs. Org. hierarchy)
> Tracking Contact ‘relationships’ by timeframe – An important detail sought by many customers/prospects alike.
• Lead Qualification/Management is now moved to Sales functional area

Core SFA: Sales Performance Management
Except few incremental improvements, enhancements in this area are minimal. From our experience simplification of Territory Management is very much required and it is a roadmap item.

Business Process Composer
Business Process composer is another big leap enhancement and kind of re-introduced in release 7.

As part of Oracle SOA Suite, the Oracle Business Process Management Suite contains a design-time tool for creating and adjusting BPMN 2.0 compliant BPEL processes, known as the Process Composer. Logically, as this tool can make significant changes to the way functionality runs, it is not therefore for use by normal end-users or administrators, and so is not found embedded inside Fusion Applications.

The Process Composer contains extensive options for creating new processes, as well as importing, adjusting, and redeploying the standard BPEL processes provided by Fusion Applications. Amongst other things, this includes support for manipulating Oracle Business Rules (OBR) to add complex conditional processing logic, as well as Human Workflow for interacting with users for hands-on activities, such as approvals.

Business process flows (e.g. approval flows) created using the process composer could be triggered using object workflows (e.g. of an Opportunity) that initiate based on some change in an object e.g. field update.

The seeded templates in Oracle Business Process Composer provide services, business rules, and tasks, which we can use for configuring customized processes.

Business Process Composer-Seeded flow screenshot
Business Process Composer-Seeded flow screenshot

 

Marketing: Eloqua Integration
Eloqua integration with Sales cloud is expected to augment customer interaction history in Sales Cloud, provide bi-directional lead nurturing between marketing and sales along with fully enabled Marketing automation and multi-channel campaign capabilities. Following table demonstrates what Eloqua Marketing cloud has to offer in comparison to Fusion Marketing (though it is purely driven by what is missing in Fusion Marketing)

Eloqua Marketing Cloud Vs. Fusion Marketing
Eloqua Marketing Cloud Vs. Fusion Marketing

Reports
Most anticipated feature in the area of reports is ability to drill/navigate from a report to a transactional record using Action Links and it is available in release 7. It is facilitated through calling web pages instead of using ADF contextual event.

Action Links are available for the following objects:
• Customer
• Contact
• Lead
• Opportunity

Other enhancements include
> Use alerts to proactively detect issues and business potential (condition based report scheduling)
> Add enhanced visualizations, like a waterfall chart to your reports
> Embedding OSN conversations in custom report/dashboard (i.e. see all conversations for a record in one place using report view)

Environment Migration
This allows export and import of setup data and customizations across Oracle Sales Cloud environments on the same release and patch.

Life Cycle Management
Life Cycle Management

Functional Setup Manager (FSM) is used to migrate setup data.
Customizations Migration used to migrate:
• All Sales Cloud customizations, including
> Customizations created with Application Composer, and Page Composer
> Sales Cloud security changes (role hierarchy changes)
• Customizations for other Fusion Applications (not just Sales and Marketing)

Currently available ‘Extensions Manager’ used to migrate customizations created with Application Composer (Sales and Marketing only) would be phased out.

Refer to My Oracle Support Doc ID 1534289.1 (for Setup Data) and Oracle Fusion Applications Extensibility Guide(for Customizations) migration possibilities.

Modularity Consolidation
Now we can
> Call attributes from one object to the other. This is limited to ‘Common’ application area and limited to Sales Account.
> Build relationships among objects from across application areas e.g. now we can connect a custom object created under Sales application area with a custom object created under ‘common’ application area.
> Build cross application validations e.g. When a sales account (Customer Center application area) status is turned ‘Inactive’ prevent sales user from creating an opportunity (sales application area)

Brief detail of other enhancements

Groovy Web Services Invocation
This is great. Now we could invoke a web service using the groovy in object workflows.

E.g. when an opportunity has reached ‘Closed/Won’ stage, invoke a service to create a quotation through Big Machine and update finally approved quote value back to sales cloud.

Mobile: Fusion Mobile Sales (SMARTPHONE)
Oracle Fusion Mobile Sales includes several enhancements in Release 7, including:

• Child Objects for Leads
• Forecasts
• Contact Photo
• Android Support

Mobile: Fusion TAP
Oracle Sales Cloud on iPad using Fusion Tap has become ‘general availability’ from release 7 which is a specialized application for tablet devices.
With Release 7, Oracle Fusion Tap is available in 21 languages.

Mobile Analytics: Fusion Mobile Sales
Apart from 6 standard reports, release 7 allows users to access custom reports as part of Mobile Sales application. Users can change report views and apply report filters.

Mobile Analytics: Fusion TAP
From release 7, users can access custom reports.

Social Network (OSN)
Social objects available to be enabled in Release 7 are Customer, Opportunity, Lead, Partner Account, Reference, Competitor, Organization, Person and Group. Sales Cloud administration can decide which objects to enable as social, and which fields to expose on the objects’ Wall.

Desktop UI Configuration
In Release 7, we can edit subtabs using Page Composer.

In summary, Oracle Sales Cloud release 7 is simple to use, considerably improved and strengthened its core SFA solution and ahead of competition in providing Sales Performance Management and Customer Data Management functionalists.

I would like to thank my colleagues at CRMIT Solutions for their support in writing this article.

C.A.Mohammed
Senior Principle Business Consultant, CRMIT

Originally Published on Ahmed’s Blog

Stop Typing and Start Speaking to your CRM

Does it sound interesting? Yes, it is  fact that Oracle is working on a new app “Oracle Voice” that works with Oracle Sales Cloud facilitating data entry / update in CRM by Sales team over voice than typing it out …

 

As you see over there some of the most common tasks like contact creation, task creation, opportunity update, meeting notes etc can all be entered by speaking over to your phone than typing it.  The added advantage over here as you see in the right side of the image is an interactive step by step Wizard where the system speaks to you to gather info in a logical manner to update it in CRM ….

The application is expected to be available soon, stay tuned …

Venkatesan Sundaram
Senior Director, CRMIT

Originally Published on Venky’s Blog

The New and Improved Right Now

The first time I heard about RightNow CX few years back was, when we considered it to be a competitor (being a Oracle partner we looked at all products outside the Red Zone to be competitors ;)) I was just dumbstruck by the features it provided and did some research and came to know that the reason why RightNow CX is a great product with quick adoption of the customer requirements. RightNow CX has kept this culture post Oracle acquisition and possibly it may influence Oracle policy of the customer requirement adoption culture.

Looking at the presentation by Chris Patterson (Sr. Director Product Strategy, Oracle) the enhancements were spread out rather than focused on only certain areas. Starting with web and social to their strong contact centre, engagement and finally also their cloud or lets just say the Fusion strategy.

Customer support via any mobile device browser
Customer support via any mobile device browser

The term “web” enhancements could have been called mobile enhancements, because the main features concentrated on the simple browser (Mobile Browser) compatibility of the customer portal and also tight integrations to the Mobile image attachment. I think this was a true world requirement because even I have used my mobile to take pictures of issues with things buy off the internet and send them to the store. Because I can’t walk into the virtual store, and yes these days we use mobiles to search on the internet and the mobile SEO optimization makes complete sense and it’s a tad bit faster than going to the company knowledge base and searching for it.

The icing for RightNow CX is their flexibility and ease of allowing customizing the

Web – Add­-In Support for Chat
Web – Add­-In Support
for Chat

agent interface to add content, links and actionable buttons (like mini Apps) and they have even extended it to their Chat interface #Talk about customization. I hope this is extended to the other Apps in Oracles Stable.

The social features were contended until last year but the way things are changing, we want more! Although they have not provided a flashy interface. For Oracle’s business fashion the Social Trend Analysis interface is a definite need. When the Cloud monitor was launched, I was amazed but since then it has been boring especially with companies increasing their social presence its become harder to pinpoint anomalies and this is just what Trend Analysis does gives us a graph to pin point anomalies. From the explanation Chris gave I think it is an early form of Topological Data Analysis which is a fast catching trend in analytics these days. Hope to see more on this side Oracle.

Social is just not the popular social media, We still have our community pages and guess what, all the crying and cribbing of community administrators has finally yielded the enhancements to community moderation allowing admin to easily monitor the site with dynamically ordered posts, some bulk moderation features. Also they have provided more reporting to communities mainly to analyze how the communities are accessed and posted from. So if Users are going to use mobile devices to post articles then probably we can see some more enhancements in this area.

Mobile, the revolution from the past decade and yes now the companies can give agents or super agents mobile devices and tell them to use RightNow CX than the boring PC. Oracle has a cool video on Oracle Fusion tap, But then all that is seen is still not within our reach (May be in the next release) but it does look a lot promising and not too distant.

I don’t know how much more you are going to read so let me be quick. HTML editor has better formatting options wherever they are used in the system. The report management has improved than the previous. And Yes! We definitely need to talk about the Cloud these days else you’re hardly going to be even glanced at. There are more API’s and enhancements so partners and developers can build apps and yes we can see RightNow CX fit into Oracle’s Fusion strategy better with the enhancement to API’s.

Until Next time…

Shyam Soundappan
Business Consultant- CRMIT Solutions

Little Nice Features From Oracle CRM On Demand Latest Release

Have you noticed these tiny little new features introduced recently in Oracle #CRMOD CRM On Demand?

  1. You can now set the related information format as Lists or Tab. When you set as Tab, here is how it looks. Is it not better than long scrolling list view? I prefer this. Make a note that this can be set as the Company level as well as at the Role Level. I didn’t notice an option yet for users to override it
  2. All these days you don’t have an option to restrict the “Search fields” by user role. Now you can. You can specify the fields for targeted search in definitions of “Search Layout” and then associate the search layout to the user role
  3. Now in the look-up window you can see the already defined “lists” appear over there at the top facilitating quick search using your predefined lists. Notice the list drop-down at the top of the look-up pop-up below

Provision these little good things for your users in your CRM On Demand.

Venkatesan Sundaram

Senior Director, CRMIT

Originally Published In : http://venkysundaram.wordpress.com/2012/10/12/tiny-little-nice-features-in-recent-releases-of-crm-on-demand-that-you-would-love/

5 CRM Case Studies From CRMIT

Five Case Studies from many of CRMIT ‘s successful CRM Implementation, in a delightful Infographic Format:

1. Manufacturing : http://www.flickr.com/photos/crmit/8073501134/in/photostream

2. Engineering : http://www.flickr.com/photos/crmit/8073501366/in/photostream/

3. Insurance : http://www.flickr.com/photos/crmit/8073501528/in/photostream/

4. Banking : http://www.flickr.com/photos/crmit/8073509363/in/photostream/

5. Healthcare : http://www.flickr.com/photos/crmit/8073502158/in/photostream/

Oracle Announces Leading ISV Integration With Oracle Sales and Marketing Cloud Service

More Than 100 ISVs, including Big Machines, Marketo and Xactly, now Provide Integrated Offerings to Help Maximize Sales and Single Customer Viewpoint

ORACLE OPENWORLD 2012, SAN FRANCISCO – October 2, 2012

News Facts

• Demonstrating its continued commitment to business value via open standards and the cloud, Oracle today announced that more than 100 leading ISVs are integrating in the cloud with Oracle Sales and Marketing Cloud Service, a service available through Oracle Cloud.

• For the first time Oracle Sales and Marketing Cloud Service users can choose from a wide array of directly integrated third-party solutions, providing a new level of choice, seamless deployment and single view of customers with preferred implementations.

• Top partners, including ActivePrime, Avaya, BigMachines, Box, Brainshark, Callidus Software, CirrusPath, Clicktools, CRMIT, DBSync, EchoSign from Adobe, Eloqua, Fliptop, FPX, HarQen, HubSpot, iHance, InsideSales.com, InsideView, Interactive Intelligence, Lingotek, LinkPoint360, Marketo, Nuance, PerspecSys, Postcode Anywhere, Revegy, salesElement, StrikeIron, upsourceIT, White Springs, X+1 and Xactly, have announced their availability and integration today.

• By integrating with Oracle Sales and Marketing Cloud Service, ISV solutions can easily be leveraged by customers.

• By choosing Oracle Sales and Marketing Cloud Service as a sales platform, customers will continue to have complete choice of their own quoting, lead management and sales methodology solutions and it will all be pre-integrated with Oracle Sales and Marketing Cloud Service.

• With demonstrable integration fusing standards-based technologies, such as SOAP web services, Oracle Sales and Marketing Cloud Service customers choosing ISV integrations will also benefit from familiar ease-of-use and the Oracle Sales and Marketing Cloud Service user interface, including buttons, links and custom objects for a rich user experience.

• ISV integration with Oracle Sales and Marketing Cloud Service also enables on-demand contextual data exchange capabilities, linking Oracle Sales and Marketing Cloud Service business data with third-party application data for a complete CRM view.

• ISVs building robust, repeatable integrations with Oracle Sales and Marketing Cloud Service can begin the process of achieving Oracle Validated Integration, an Oracle PartnerNetwork program that recognizes Oracle partner solutions with proven integration to Oracle Applications. ISVs can learn more about Oracle Validated Integration here.

• For customers, Oracle Validated Integration means that a partner’s integration has been tested and validated as functionally and technically sound, that the partner solution is integrated with Oracle Sales and Marketing Cloud Service in a reliable, standardized way, and that the integration operates and performs as documented.

• Oracle Cloud provides a broad portfolio of Platform Services, Application Services, and Social Services, all on a subscription basis. Oracle Cloud delivers instant value and productivity for end users, administrators, and developers through functionally rich, integrated, secure, enterprise cloud services.

Supporting Quotes

• “BigMachines is a leader in Configure, Price, and Quote solutions in the Cloud. Our solution delivers accurate quotes directly from an opportunity, integrated with the leading Oracle Sales and Marketing Cloud application from Oracle,” says John Pulling, Senior Vice President of Products at Big Machines. “Together, Big Machines and Oracle efficiently automate changes, enabling a faster, more efficient sales process for our joint customers.”

• ”Modern marketing and sales must engage customers and prospects in real time across the web, email, social media, online and offline channels to understand where and how to allocate their budgets for maximum return,” said Srini Venkatesan, Senior VP, Products and Engineering at Marketo. “Alignment and integration with Oracle Sales and Marketing Cloud Service allows Marketo’s solutions to deliver innovative capabilities for sales and marketing to adapt and grow their business on the core Oracle platform for CRM.”

• “Sales incentives are the best way to drive better performance. Well managed incentives improve the bottom line, particularly when combined with effective sales systems,” said Christopher Cabrera, president and CEO of Xactly Corporation. “With Oracle Sales and Marketing Cloud Service and Xactly working together, customers gain insight and efficiencies. The combination can create more effective compensation programs, while motivating sales to work to its full potential.”

• “The tremendous integration of leading ISVs with Oracle Sales and Marketing Cloud Service is a testament to the undeniable business value and demand from customers,” said Anthony Lye, SVP of Oracle CRM. “Oracle Sales and Marketing Cloud Service continues to define the industry, and we are proud to work with these leading ISVs to help users simultaneously maximize sales and revenue and extend their current deployments for a deeper and single customer viewpoint.”

Supporting Resources

Oracle Sales and Marketing Cloud Service
Learn More About Oracle Cloud
Oracle Cloud
Like Oracle Cloud on Facebook
Follow Oracle Cloud on Twitter
Read the Oracle Cloud Blog
Oracle OpenWorld 2012
Oracle OpenWorld 2012 Keynotes
Like Oracle OpenWorld on Facebook
Follow Oracle OpenWorld on Twitter
Oracle OpenWorld Blog
Oracle OpenWorld on LinkedIn
Oracle CRM on Social Media
@OracleCRM
OracleCRM on Facebook
OracleCRM on YouTube

About Oracle Validated Integration

Oracle Validated Integration, available through the Oracle PartnerNetwork (OPN), gives customers confidence that the integration of complementary partner software products with Oracle Applications have been validated, and the products work together as designed. This can help customers reduce risk, improve system implementation cycles, and provide for smoother upgrades and simpler maintenance. Oracle Validated Integration applies a rigorous technical process to review partner integrations. Partners who have successfully completed the program are authorized to use the “Oracle Validated Integration” logo. For more information, please visit Oracle.com at http://www.oracle.com/us/partnerships/solutions/index.html.

About Oracle PartnerNetwork

Oracle PartnerNetwork (OPN) Specialized is the latest version of Oracle’s partner program that provides partners with tools to better develop, sell and implement Oracle solutions. OPN Specialized offers resources to train and support specialized knowledge of Oracle products and solutions and has evolved to recognize Oracle’s growing product portfolio, partner base and business opportunity. Key to the latest enhancements to OPN is the ability for partners to differentiate through Specializations. Specializations are achieved through competency development, business results, expertise and proven success. To find out more visit http://www.oracle.com/partners.

About Oracle OpenWorld

Oracle OpenWorld San Francisco is the most important educational and networking event of the year for Oracle technologists, customers, and partners. This information technology event is dedicated to helping businesses optimize existing systems and understand upcoming technology breakthroughs. The conference, which draws more than 50,000 attendees from over 140 countries, offers more than 2,100 educational sessions, 400 product demos, exhibitions from 450 partners and customers showcasing applications, middleware, database, server and storage systems, industries, management and infrastructure – all engineered for innovation. Oracle OpenWorld 2012 is being held September 30-October 4 at The Moscone Center in San Francisco. For more information, please visit http://www.oracle.com/openworld. Watch Oracle OpenWorld keynotes, sessions and more live on YouTube. Join the Oracle OpenWorld discussion on Twitter, Facebook and the Oracle OpenWorld Blog.

About Oracle

Oracle engineers hardware and software to work together in the cloud and in your data center. For more information about Oracle (NASDAQ:ORCL), visit http://www.oracle.com.

Trademarks

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Contact Info:

Susie Penner
Oracle
+1.650.506.1973
susanne.penner@oracle.com

Aaron Wessels
Blanc & Otus
+1.415.378.8090
awessels@blancandotus.com

Originally Published in: http://www.oracle.com/us/corporate/press/1859021