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    eleep
    Come with us! The Oracle Service Cloud Community is Moving!
    Entry posted July 31, 2018 by eleepHero, last edited August 9, 2018 
    695 Views, 10 Comments
    Title:
    Come with us! The Oracle Service Cloud Community is Moving!
    Entry:

    While 'customer experience' (CX) started as a fashionable buzzword, it’s been steadily maturing into its own discipline, an ongoing topic of thought leadership, and a routine category on management reports. With the ever-growing industry research around the importance and business value of CX, organizations are approaching their CX from a more holistic viewpoint and looking for comprehensive solutions, not point solutions, to support them.

    In fact, we see more and more customers, like PellaSound United (Denon + Marantz), Overhead DoorYamaha Motor Co., Fanatics, and Lowes Foods, using Oracle Service Cloud in conjunction with other applications in the Oracle Cloud. We are honored to partner with these organizations–whether they’re on a path to delivering legendary CX or in the midst of a digital transformation. This is core to Oracle’s value proposition of integrated cloud solutions.

    Your organization isn’t alone in its CX journey. Oracle is working on its own digital transformation to simplify, streamline and improve their Cloud offering. You’ve probably seen some of these changes (e.g. training, documentation, product release names, patches, maintenance schedules) over the years.

    Moving Towards a Consistent Community Experience

    Online communities are another area where Oracle is working to bring more consistency to your experience. To that end, we’re working to migrate the Oracle Service Cloud Community over to Oracle Cloud Customer Connect.

    Oracle Cloud Customer Connect is an exclusive community where licensed customers and partners can:

    • Engage and collaborate in forums and Idea Labs
    • Find the latest product information, including product releases and customer events
    • Easily access product documentation, training (including the new FREE training!) and more

    This change will create a more consistent community experience, regardless of what Oracle Cloud solutions your organization is using.

    Doing a Deep Clean in the Community

    With this migration, we are also taking this opportunity to update forum and Idea Lab taxonomy and archive select community content (We still have discussions going back to 2006…yikes!).

    In a nutshell, we are planning to migrate the captured community brainpower and collaboration to Cloud Customer Connect and minimize any impact to your Community reputation. The more granular detail of this community 'deep clean' include:

    • Discussion Forum: 
      • Generously migrating discussions where there has been comments, best answers and ratings
      • Archiving older content where there weren’t any responses or ratings
    • Idea Lab:
      • Migrating ideas that have been active since 2017 and any ideas with some accumulated level comments or ratings (e.g. 5 comments or 5 votes)
      • Archiving older ideas that don't have much, if any, collaboration (aka comments) or prioritization (aka ratings)

    If you find an older community thread that was helpful to you, take a moment to give it a positive rating or add a comment (e.g. "Just wanted to say that this thread helped me solve a problem today. Thanks!"). Your helps us ensure all the valuable community nuggets get migrated.

    Changes to Online Community Access

    There is a key difference in access and exclusivity between these Oracle communities. Currently, anyone can join and participate in the Oracle Service Cloud Community while the Applications (SaaS) community on Oracle Cloud Customer Connect is exclusively for Oracle customers and partners. Also, community access will no longer be tied to your Oracle Service Cloud Technical Support access, so it won't matter if you have access to Technical Support. 

    If you are currently accessing the Oracle Service Cloud Community with a personal email account (e.g. Gmail, Yahoo, Hotmail, or Outlook) and not a corporate email account, you will soon receive an email from Oracle Cloud Customer Connect requesting your corporate email address. Please take a minute to respond and help us update your account to ensure your appropriate access to Oracle Cloud Customer Connect. If you don’t respond by the deadline (or who don’t have a corporate email address and company information), your account will be migrated but inactivated, and you will need to contact the Cloud Customer Connect team to reactivate your account.

     

    Change can be tough (at least it is for me!), so we are working to make the migration as smooth as possible for you. Stay tuned for more details on the specifics and timing of this migration. As we work to improve your CX and migrate our community to Cloud Customer Connect, please let know if your questions and feedback.

    Comment

     

    • Jess Campbell

      Thanks for the heads up Erica. Will we still be able to access and search support and community info from the same place? Also, if we are the party responsible for maintaining out company's support (and KB/community) contacts, does this have any affect on that process?

    • Kati Middleton

      just to be clear - just the Community and Idea portions of cx.rightnow.com are moving, not anything else? 

    • eleep
      Jess Campbell said:

      Thanks for the heads up Erica. Will we still be able to access and search support and community info from the same place? Also, if we are the party responsible for maintaining out company's support (and KB/community) contacts, does this have any affect on that process?

      View original

      Great questions, Jess.

      Tech Support is exploring if / how they can keep the current support search experience where you can see related community content on the side rail of the support KB search results page. But since the community is moving to Cloud Customer Connect, the community search experience will be more comparable to the community search experience on Cloud Customer Connect. 

      This migration will not impact how you maintain your organization's support contacts. 

       

      Kati Middleton said:

      just to be clear - just the Community and Idea portions of cx.rightnow.com are moving, not anything else? 

      View original

      Kati, great question! The Discussion Forum, Analytics Cookbook and Idea Lab are the main parts moving to Cloud Customer Connect. We are still working through what will happen to this blog and the user groups.

       

      Hope that helps! And stay tuned for more details as we work through some of these decisions.

      Thanks,
      Erica

    • Dev Aditya

      Hi Erica,

      Thanks for the  info. New Community's hall of fame looks great.

      1. Will users be migrated with their current scores and rankings or they enter the new community as a Rookie? 

      2. We can google our OSvC related questions and google shows current relevant community posts as the search result. It sometime saves time. Will we be able to do the same in the new community?

      Thanks,

      Dev

    • Luuk

      I'm looking forward to this!

    • eleep

      Thanks for feedback here!

      Great questions, Dev! Since we're generously migrating Community content and migrating members, you will keep the vast majority of your posts, comments, ratings, etc. and thereby, keep your reputation. There might be some impact to your rank if your contributions aren't archived, but it should be minimal given our migration parameters. Also, your rank won't be the same as here on the Oracle Service Cloud Community since Cloud Customer Connect does have a different reputation system, but your points will transfer and you'll get the new rank associated to your point level. So you won't go back to a rookie level!

      The Oracle Service Cloud forum and Idea Lab on Cloud Customer Connect won't be behind a login, which means you will continue to be able to search this valuable "collected community brain" from Google. You will need a valid login to participate though, so if you received an email from Cloud Customer Connect, make sure to reply by August 22nd.

      Let me know if you have other q's that we can address.

      Best,

      Erica

    • Chandini Davis

      It’s sad that the forum will only be limited to Customers and partners. I was just discussing with a friend, who is between jobs, how they are taking this time to do every tutorial and really dig through the forum and fill their knowledge gaps. With the new changes they won’t have access or be able to contribute. 

    • eleep
      Chandini Davis said:

      It’s sad that the forum will only be limited to Customers and partners. I was just discussing with a friend, who is between jobs, how they are taking this time to do every tutorial and really dig through the forum and fill their knowledge gaps. With the new changes they won’t have access or be able to contribute. 

      View original

      Chandini, great to see your name pop up! smiley And thank you for the thoughtful feedback and encouraging your friend who is between jobs on different ways to stay connected to the industry and develop/maintain a valuable skill set!

      I've been a long-time proponent of openness and transparency, so personally, this is a shift for me too, but many communities operate with stricter membership requirements, because it makes it more exclusive, vetted community. The good news is that forum and Idea Lab will still be publicly available, so your friend can search, read and learn to his or her heart's content! I would also encourage your friend to check out the recently launched Oracle LaunchPad, which is free, publicly available training program on Oracle Service Cloud (and other products).

      Hope that helps!

      Best,

      Erica, Oracle CX

    • Nisar Ahmed

      Hi Erica,

      Not sure if this is the right place to ask but I did receive the email that you're referring to in the opening post. However, when I click on it, I get a "Page not found" error. The URL of the page was "https://ora-fusion-apps.custhelp.com/app/utils/reset_email/token/<some big random text>"

      Any suggestions?

    • Bernice Lam

      Hi Nisar,

      Can you provide your corporate email and company name directly to cloudconnect-help_ww@oracle.com with a note saying this is for Service Cloud Account Migration? We will take care of the rest.

      Thanks,
      Bernice

      Oracle Cloud Customer Connect