Modern CX : Mundane to Modern : Innovating your Service Cloud Core THT1315

Mundane to Modern : Innovating your Service Cloud Core THT1315

Just time to tell you about this Theatre Session run by Eventus. In all this talk of IOT and super-modern stuff it is nice to get to see somebody focusing on the core application. Oracle Service Cloud core is great but the neat customisation they illustrated were perfect examples of how a step change can sometimes come from a small effort.

  • SMS Channel in Incident Creation and Responses
  • Predictive Searches in the Customer Portal

Eventus also produce a set of enhancements that they briefly touched on : agent desktop extensions, mail merge, credit card processing in the Customer Portal and so forth.

The SMS channel was presented with a cool demonstration (kudos for doing it live guys) and it was th opportunity to consider the uniqueness of SMS : sometimes it is as fluid and frequent as live chat, but it can just as easily segue back into an email-style timescale.
Service Cloud

One of the different tools that was part of the demonstration with Service Cloud was : Text from your computer, sync’d with your Android phone & number.

I hope to pop on by their booth later.

Anyway it was a good theatre session and I enjoyed the relaxed style.


Author: Richard Napier

Richard Napier joined Siebel Systems in 1999 and took up the role of managing the nascent Siebel University in Southern Europe. He subsequently was Director of Business Development and Education for InFact Group (now part of Business & Decisions) for 8 years. He now runs Intelligent Advisor IT Consulting OÜ. Owner of, he also is Co-Founder of the Siebel Hub.

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