1. Oracle Service Cloud User Group
Genesco
Oracle Service Cloud User Group
Genesco Corporate Nashville, TN
April 13, 2017

3. Customer Interactions
Self-Service - Track Orders, FAQs, Support Account, begin Return/Exchange
Live Chat - Engagement Engine, Co-browse, CSAT Surveys, Standard Text
- Online Form, SmartAssistant Online, CSAT Surveys, Message Templates, Standard Text
Phone - Simple IVR, promote other channels in queue
SMS Messaging - Use Interactive Intelligence

4. Incident Management Workspaces Incident Rules Contact/Incident History
Use workspace design & rules to record all customer issues
Use images and colors for easy brand recognition
Embedded browsers to provide agent with ability to service more
Incident Rules
Used to route escalated incidents to appropriate Tier 2 queues
Used to send notifications on escalated issues
Used for specific process automation
Contact/Incident History
Use custom reports for Contact & Incident History
Thorough snapshot of details to eliminate opening multiple incidents
Categories

5. Reporting & Analytics
200+ Custom Reports, Scheduled Reports, & Dashboards
Reports shared across the company with multiple departments
Best Practices
Look for out-of-the-box report that is closest to the desired report
Understand not only “what” you want to see, but also “why”
Browse and understand the Data Dictionary
Become familiar with Tables and Joins
Use the Oracle Discussion Forms and Analytics Cookbook

6. Knowledge
Utilize OSC for Internal & External Knowledge for multiple brands and languages
Journeys, Journeys Canada, Little Burgundy, Lids, Lids Canada, Lids French
Internal Knowledge
Use “Search Knowledgebase” within the Incident Workspace
Transitioning towards Customer Portal Login and Conditional Sections
Provide agents with general “Search” training
Best Practices
Use images & step-by-step instructions for complicated issues & “hard to find” aspects
Develop process for reviewing and updating current knowledge
Develop process for agents to submit requests for new (or update existing) knowledge
Utilize assistance of supervisors and knowledge employees to manage knowledge
Read, analyze, and act on Feedback submitted through Helpful/Not Helpful feature regularly

7. Additional Features Social Monitor Surveys Automated Emails
Use to monitor social media posts and to assist with customer issues
Use to promote products, events, provide information on upcoming releases
Surveys
Chat & – gauge feedback on company, company processes, and agent
Internal – gather agent feedback on multiple aspects
Training – gather feedback on training of new agents
Store Managers – gather feedback from store managers on our store support
Automated s
Retrieve Custom Information from Order Management System.
Check to see if Customer exists in Oracle Service Cloud.
Create Customer (contact) if they do not exist.
Create Incident with Customer/Order information.
Send to customer with Order information.
Online Support Account
Soft-release of the Customer Portal Support Account
Track status of incidents, provide updates, see contact history