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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 
    2004 Views, 24 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

    • eleep
      Karuna Gudipati said:

      Hi Erica - can you share more details on how you are migrating to new community self service from Hivelive, is it through automated scripts or manual ?

      We are in the process of moving too, so any insight on this will be helpful.

      View original

      Hi Karuna,

      Great question! Cloud Customer Connect is enabling a more unified community experience for Oracle Cloud customers, but it isn't actually using the Community Self-Service functionality within Oracle Service Cloud, so unfortunately, I can't speak to the specifics of migrating from the HiveLive to Community Self-Service functionality. Best of luck in your process of moving communities!

      Best,

      Erica, Oracle CX

    • Kyle

      Hi Erica, is the new community platform something that integrates with Oracle Service Cloud, e.g. is it homegrown/native or is it based on a commercial product such as Hive Live?

    • Ashley Wilson

      Not sure what to do there, but I’m there. I was expecting to be able to click on “Answers” / “Ideas” etc. at the bottom, but they seem to be just information cards… The site’s accessibility seems to be quite low. I think the site is still undergoing development (even though there’s no indication of this anywhere on the site), so I guess I’ll wait.

    • eleep
      Kyle said:

      Hi Erica, is the new community platform something that integrates with Oracle Service Cloud, e.g. is it homegrown/native or is it based on a commercial product such as Hive Live?

      View original

      Great question, Kyle. Cloud Customer Connect is actually using the same platform as the current Oracle Service Cloud Community (fka HiveLive), so the integration options are the same as before. While there are some differences and customizations in the Cloud Customer Connect implementation, you’ll recognize many aspects of their online community experience.

      Ashley Wilson said:

      Not sure what to do there, but I'm there. I was expecting to be able to click on "Answers" / "Ideas" etc. at the bottom, but they seem to be just information cards... The site's accessibility seems to be quite low. I think the site is still undergoing development (even though there's no indication of this anywhere on the site), so I guess I'll wait. 

      Thanks for checking in, Ashley. The Oracle Service Cloud Community hasn't moved over yet, so there isn't a place for you to continue discussions yet. We will post another update with the actual cut-over date when the Oracle Service Cloud Discussion Forum and Idea Lab will be moved over and you can continue interacting and collaborating in Cloud Customer Connect.

      Regarding the site experience, it will be different in the sense that Cloud Customer Connect is supporting many Oracle Cloud products, whereas this site is exclusively focused on Service Cloud. Also, the Cloud Customer Connect team is constantly working to improve the site, so you'll see iterative changes regularly rolled out to the site. There is also a forum board where you can post your questions and feedback about Cloud Customer Connect.

      Hope that helps, and keep those questions coming!
      Erica, Oracle CX

    • Mohana Gopal

      Hi Erica,

      I already have Customer Connect account with my corporate email id which is same as OSvC community. So are you going to merge my two accounts into one?

      Thanks,

      Mohan

    • Mark Kehoe

      I probably started some of those discussions in 2006!

      I'm neither a customer or a partner so I guess it's sayonara for now. 

    • eleep
      Mohana Gopal said:

      Hi Erica,

      I already have Customer Connect account with my corporate email id which is same as OSvC community. So are you going to merge my two accounts into one?

      Thanks,

      Mohan

      View original

      Great question, Mohan. If you're using the same email address for your Oracle Service Cloud Community and Cloud Customer Connect, your accounts will be merged in this migration. And you'll get a nice reputation boost on Cloud Customer Connect! :)

    • eleep
      Mark Kehoe said:

      I probably started some of those discussions in 2006!

      I'm neither a customer or a partner so I guess it's sayonara for now. 

      View original

      Mark, I'm glad you brought this up. While Cloud Customer Connect is for customers and partners, they recognize that independent consultants have an important role to play, so requests from folks, like yourself, are reviewed and approved on an individual basis. And I vouched for you. :) However, since you're using a personal email domain (e.g. outlook, gmail, hotmail), it would be preferable to use an email with a company domain. The Cloud Customer Connect team would also need your company name. I would encourage you to reply to their email, even though it's after the August 22nd deadline, and provide this information, so your account is active and ready to use after the migration.

      Let me know if that helps or not.

      Thanks,
      Erica

    • Justin L

      Didn't read far enough

      Thanks

      Justin