Introduction to Oracle Service Cloud Customer Portal Framework

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

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |

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.

3


Program Agenda

Customer Experience Imperative

Features and Benefits

Examples

Development Overview

Basic Development Demo

Summary

1

2

3

4

5

4

6


Your customer has a question.

5


Ask a friend Research on

web

Contact company by

phone

Contact company by

email

Options

6


Options

7


Good service

Loyalty, Sales,

Customers


Web service

Lowest Cost

channel

8


Well engineered,

rich, effective web support

Oracle Customer

Portal*


* Full name: Oracle Service Cloud Customer Portal

9


What is Customer Portal?


• 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

11


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


Customer Portal

• Accessible

• Mobile

• Facebook

• Syndication

• Responsive Design (May 15)

Features of Availability


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


Customer Portal

• Develop, Stage, Promote to production

• WebDAV access

• Dynamic help

• Familiar syntax

• Familiar tools

• Accelerate

Features of Development


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


Customer Portal Developer Tools


Customer Portal Engagement Engine


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>


Customer Portal Premium CoBrowse Widgets

Customized Invite


EXAMPLES

22


Getting Started Developing

26


Tools

Any code management

• Ex: Git, SVN, Mercurial

Any code editor

• Ex: Eclipse, Dreamweaver, Notepad++

Any OS

• Mac, Windows, Linux

Choose your own


Tools I Use

NotePad ++ Chrome

git

WebDrive


/ci/admin From Admin

pages, enter

the dev area


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.


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/


WebDAV Mapping To URL Framework v3.2

/cp/customer/development/views/pages/ask.php

is equivalent to: http://<hostname>/app/ask


• Pages are HTML

with some extra

tags such as <rn:widget> and <rn:meta>

33


• Documentation

is in admin

section under

the Framework

menu in the

“Page Tags”

and “Page

Meta Tags” sections


Page

36


Template

37


Themes • Color • Font • Spacing • Logos

38


Widgets • Navigation • Data display • Search • Log in • etc.

39



Edit Theme

Edit Template

Edit Page

40



Edit Theme

Edit Template

Edit Page

41



Edit Theme

Edit Template

Edit Page

42


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…

https://cx.rightnow.com/

http://www.oracle.com/technetwork/indexes/samplecode/index.html


Summary

• Fast, easy, comfortable for developers

• Fast, reliable customer support for end users

• Pixel perfect customization

• Great web support experiences, low maintenance



Edit Theme

Edit Template

Edit Page

48



Edit Theme

Edit Template

Edit Page

65


zS (save)



Edit Theme

Edit Template

Edit Page

71


zS (save)

Introduction to Oracle Service Cloud Customer Portal Framework

Documents

Transcript of Introduction to Oracle Service Cloud Customer Portal Framework