Customer Success Blog

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 Pella, Sound United (Denon + Marantz), Overhead Door, Yamaha 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.