Capture and track service requests throughout the customer’s lifecycle for better, more meaningful and accurate communications.

• Service request tracking—Easily track new and historic service requests for customers and partners with easy to access account and interaction history
• In-context sales and service collaboration—Share account details, post internal notes, and track activities associated the customer’s service journey
• Easy organization—Easily set up separate entitlements and milestones maintaining contractual obligations based on the customers’ needs
• Follow-up—Compose rich text responses and add personalized context that is consistent with company branding

Offer self-service opportunities and connect customers directly to the right service agents using digital customer service.

• Create a digital experience with the look and feel of your existing websites across desktop and mobile using a true WYSIWYG design editor
• Build relationships by connecting with customers on their channel of choice including telephony integration, email, cobrowse, live chat, and social
• Digitize service anywhere with Oracle Service chat inlays and the Internet of Things (IoT) monitoring

Deliver rich knowledge interactions providing the most relevant answers from all sources across a global organization.

• Leverage intelligent, natural language search and suggest the best answers automatically based on the customer questions
• Offer agents detailed knowledge within the context of the service request and embed that knowledge into each of your responses
• Control your knowledge articles by public status, brand, product, or customized groups using document control and versioning
• Author knowledge articles in multiple languages

Empower agents with the right tools to provide highly engaging customer service.

• Provide high-touch responses by allowing agents to review account specific details and access contextual knowledge within the agent experience
• Skillfully manage service requests from multiple channels using a browser-based interface with easy-to-access service features
• Collaborate with larger account teams by accessing a single, controlled account record
• Stay informed on high-value customer activities including renewal cycles and critical issues

Leverage Oracle’s powerful business intelligence (BI) solutions that are embedded within Oracle CX for sales. Access more than 500 metrics and hundreds of prepackaged reports to surface actionable business insights and key performance indicators (KPIs) for your service team.

Provide the automated, personalized advice that cannot be found in knowledge articles to your customers and agents with Oracle Intelligent Advisor. With business users creating the rules, you can quickly adapt to changing customer expectations. Each path of the customer journey is tracked with detailed analytics for full transparency.

Provide a phenomenal experience to your customers and teams. Oracle’s complete, out-of-the-box, end-to-end solution connects your supply chain, customer service, and field service operations.

See more information on Oracle Service Logistics Cloud.

Empower field agents to deliver amazing face-to-face connected service experiences.

• Use machine learning and AI to get the right person to the right place at the right time Optimize scheduling with the fastest, most efficient automation engine available
• Proactively inform customers, teams, and coworkers about the status of appointments with predictive job alerts across channels
• Automatically update travel time with real-time traffic and travel conditions
• Leverage travel data from your map provider to optimize your mobile workforce