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    Anuj Behl
    2015 Community All-Star Spotlight: Anuj Behl
    Topic posted June 12, 2015 by Anuj BehlElite, last edited June 15, 2015, tagged Member Spotlight 
    499 Views, 8 Comments
    Title:
    2015 Community All-Star Spotlight: Anuj Behl
    Content:

    Thank you Erica for the All-Star recognition and I agree with Kyle, it does feel weird posting about myself cheeky. Here's my brief,

    Introduction

    Company

    Speridian Technologies. We provide strategic CRM solutions in the areas of Salesforce Automation, Oracle Service Cloud Implementation, Data Migration, Enterprise Mobility and Analytics.

    Title

    Oracle Service Cloud Consultant

    How long have you been using Oracle Service Cloud (RightNow)?

    Since 2011

    How has your role evolved since first using Oracle Service Cloud?

    I started out as Application Engineer working on upgrades for RightNow Technologies - as a contractor (when CP migration was not a separate activity) and later on did some Professional Services assignments as well. Having worked on those projects for a year and a half and getting a strong technical hold, I joined Speridian as Oracle Service Cloud Implementation lead. I kept myself up to date with latest RightNow releases and applied them to solutions we provided. After leading CX implementation projects for a year, I now work as Oracle Service Cloud Consultant.

    General Oracle Service

    What is something innovative that you’ve done with Oracle Service Cloud in your organization? What is something that you’re proud of in your Oracle Service Cloud implementation?

    For a customer in healthcare industry, we created a solution within Customer Portal to enable agents access Customer Portal to work on incidents when on move. Giving contacts and agents a separate user experience with different level of access and yet having the same site as back-end was one of the instances when I truly understood how Oracle Service Cloud’s standard functionality works and then was able to modify that.

    During a separate implementation, we created a custom Appointment button add-in for Opportunity to overcome limitations of the standard appointment button. A custom report containing fields-to-message mapping (to define which fields go in subject and which go in actual message) was created. The add-in would call this custom report and would appropriately set the subject and message of appointment. On saving the appointment, the add-in would create a task with a due date of 1hr before the appointment date-time and would be assigned to agent who will be meeting the client, so that the field agent completes the task before meeting the client.

    How have you used Oracle Service Cloud to solve a business problem within your organization?

    One of our customers used a different product for marketing and targeting leads to convert them into opportunities. The data then had to be mapped to Oracle Service Cloud to work upon which involved a lot of integration and customization. Having advised them to use Oracle Outreach cloud and use campaigns to generate leads, resulted in a huge success as now complete life cycle of contact can be managed from within Oracle Service Cloud. It made the process of identifying the target leads and reporting conveniently easy for them.

    Favorite part of Oracle Service Cloud:

    Ability to make it your own. I like the level of customization that can be done be it Customer Portal or Agent Desktop. It’s not perfect but sufficient to build anything out of it. You want to use Customer Portal as your corporate site; you can do it; don’t want a separate support site but still want knowledgebase and provide service from your corporate site; yep possible. Don’t want agents to lose focus looking for information but want data to present itself; can be done; even from external systems? Why not!

    Oracle Service Cloud in one word:

    I don’t have a word but rather a phrase that I use, e = cx2 (an ecstatic customer comes from a powered customer experience) which is, in my opinion, what Oracle Service Cloud is about.

    Learning Oracle Service Cloud

    What advice would you give to someone who is new to Oracle Service Cloud?

    I would advise to start ashore than diving head-first in the ocean. The product is very vast, which can become overwhelming at first. Starting with documentation, tutorials and most importantly, exploring your way through the product will be beneficial. And if you get stuck, there’s a friendly community to help you out.

    What keeps you coming back to the Oracle Service Cloud Community?

    There’s something new to learn every day, I always feel up to date with Oracle Service Cloud. Plus, the chance of reading detailed and extremely different perspectives about solutions keeps me excited. Information in documentation is too generic for my taste, and community provides a platform to discuss practical use-cases. And it’s not limited to RightNow, one can absorb a lot more here.

    Fun/Personal

    If there was a movie produced about your life, who would play you and why?

    Giovanni Ribisi. As awkward as I can get sometimes, I believe he can pull it off.

    If you could take a vacation anywhere in the world, where you would go?

    Honestly, I would like to go all over the world. I could start with New Zealand, my dream destination at the moment.

    Comment

     

    • eleep
      Thank you for participating in our first round of All-Star Spotlights, Anuj! It's fun to learn a little more about you and your journey with Oracle Service Cloud! I loved your comment about Giovanni Ribsi...so funny! laugh Also, I didn't realize how many of the All-Stars, including yourself, are RightNow Alumni...glad we could connect here since our paths didn't cross in the RightNow days. smiley
       
      Again, thank you again for all your different contributions--starting conversations, engaging and helping other members, and providing feedback--in the Community. You are very much appreciated by your peers and the Oracle Service Cloud team, particularly valued as we work to reinvigorate our Community. 
       
      Erica
    • Anuj Behl

      Thank you for the kind words Erica. smiley  I would have loved to be a part of RightNow Technologies as an employee. In reality, I did the AE work as a contractor to RightNow Technologies. Sorry for any misunderstanding, I have updated the post to reflect that.

      Anuj

    • eleep

      You're welcome, and thanks for the clarification. No worries on the employer vs. contractor...no harm done. smiley

    • Bhagwan Singh Mer

      Anuj,

      Please accept my heartiest congratulations on being chosen 2015 Community All-Star.Looking forward to learn from you

      Thanks,

      MB

    • Nisar Ahmed

      Hi Anuj,

      Congrats on the award. And thank you for being so helpful over at the CP forums. You've been influential enough to have encouraged me to give back to the community what I've learnt from others. So thanks again for that.

    • Anuj Behl

      Thanks MB and Arun.

      I try to share what I can, not to mention the endless amount of knowledge I gain from you and others on the community. :)

    • Narendra Muttineni

      Hi Anuj,

      Congrats for receiving the 2015 Community All-Star Spotlight Award. 

      Regards,

      Narendra

    • Deepu Kolkkadan

      Hi Anuj,

      Congrats on the 2015 All-Star Spotlight Award.

       

       

      Regards,

      Deepu