Forward to Expert SME web form
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Does your Contact Centre team use Oracle CX Service Cloud as its desktop application? Are you interacting with Subject Matter Experts (SMEs) to get the feedback and input needed to resolve customer requests efficiently and effectively?
Collaboration is fundamental to today’s business world, but it often takes place outside of where the work is actually happening e.g. emails, phone calls, or disconnected social networks, and typically these events aren’t tracked and recorded completely, let alone in a single location.
A reason is that SMEs may or may not work for the same organisation; they could be employees, contractors, partners, or suppliers. So they may not have access to your company's network, and usually won’t have access to the same systems your Contact Centre agents are using to manage customer enquiries and support requests.
Here we look at three collaboration options for Oracle CX Service Cloud and discuss some of the benefits and considerations for each.
The Fusion5 Forward to Expert (FTE) solution allows agents, who have logins to Oracle Service Cloud, to forward specific enquiries to internal and external subject matter experts.
It provides the agent with trackable information and feedback to assist them to resolve the enquiry. The "expert’s" response is automatically updated in the Service Cloud incident record, and the change in status is notified to the agent assigned to the service request - so they can then continue to work on it.
Fusion5 built the FTE solution using the Oracle Service Cloud extension Add-in framework, which means it will remain compatible and upgrade-compliant with future releases.
The FTE user interface is simple, so Service Cloud agents and your organisation’s SMEs need little training, which means the solution can be deployed rapidly. The SME interface is a web form that displays in any modern browser. It contains all the information your expert needs for specific types of enquiries or issues, and a text box to enter in their feedback. Other editable fields can be added if required, such as an approval dropdown list.
Forward to Expert SME web form
Key benefits from using Fusion5 Forward to Expert:
Fusion5 Forward to Expert considerations:
Oracle Social Network is a secure enterprise collaboration and social networking solution for business. Oracle Social Network includes integration with enterprise applications, such as Oracle Service Cloud, that drives adoption and participation for increased productivity.
Just like popular consumer social tools, Oracle Social Network enables people to have online conversations, share documents, start one-on-one chats for quick private exchanges, and build out rich user profiles and group affiliations to find the right people to connect with.
Oracle Social Network can be accessed via web browser or mobile application for users who do not have access to Oracle Service Cloud, allowing your whole business to use it not only to assist with Service Requests but also to collaborate more with each other, increasing engagement across the organisation.
Service Cloud with Social Network Integration
Oracle Social Network iPad App
Key benefits with Oracle Social Network:
Oracle Social Network considerations:
Oracle Service Cloud Non-Contact Centre licensing isn’t a collaboration solution specifically, rather, it's a newish licensing structure from Oracle for Service Cloud that’s worth investigating.
The licence for non-contact centre users covers company employees who access Oracle Service Cloud functionality sporadically to help customers, partners, or fellow staff members. For example, employees serving as SMEs to the Contact Centre team or employees in retail/offsite locations who provide customer support.
Users covered by this license can access Oracle Service Cloud in the same way as the Contact Centre users do: using the Agent Desktop Application or the Browser User Interface (which, conveniently, doesn’t require any installation). As with other users, profiles and permissions to control access and available functionality can be put in place.
This solution gives infrequent non-contact centre staff access to the complete functionality of the system as and when required. So for situations where people outside the Contact Centre team need to manage complex support requests, this solution potentially offers the most flexibility.
Browser User Interface
Agent Desktop Application
Key benefits of Non-Contact Centre licensing:
Non-Contact Centre licensing considerations:
As you can see, there are a lot of great options to extend the reach of your Service Cloud agents, and get subject matter expertise. This helps your business to resolve issues and enquiries more effectively, and significantly improves your customers’ experience.
If you’d like to discuss which option suits your business the best, or if you’d like to talk through how collaboration can increase your business success, please let us know. We’re excited to assist you on your journey.
We will get back to you as soon as possible.