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  • eleep
    2016 All-Star Spotlight on Narendra Muttineni from Tata...7100%
    Entry posted February 22, 2017 by eleepHero, tagged Member Spotlight 

    It is my pleasure to introduce our next featured 2016 Oracle Service Cloud Community All-Star Narendra Muttineni from Tata Consultancy Services. Narendra regularly builds up the Community by answering questions across a variety of business and technical forum boards and helping newer members understand online community best practices. He consistently helps troubleshoot code and shares example code while encouraging members to dig into their own projects. 

    Get to know more about Narendra here:

    Narendra MuttineniCompany: 

    Oracle Diamond Partner Tata Consultancy Services

    How and when did you first learn about Oracle Service Cloud?

    When I joined in TCS 2013, I was part of Java Initial Learning Program member and there was a trainer who was forced us to write some Java programs. Later, we have gotten announcement that TCS was giving training on RightNow CX, but we don’t know anything about RightNow CX. However to escape Java and the Java Trainer, 20 of us who joined the RightNow CX Training Program. That’s how my journey has been started in Oracle Service Cloud. laugh I gradually improved my knowledge on Service Cloud, and finally, I reached the Expert Role in TCS.

    What is your role at TCS?

    I work as a Consultant and Developer and give technical consult to our functional consultants on new projects when required.

    What aspect of your role do you enjoy the most?

    I enjoy the work I do and find it very rewarding to be a part of the entire process of a change and to advice or to deliver the output in the projects we do. As the product continuously evolves, it is always a challenge to stay up-to-date. There is always something new to learn! 

    What is something that you’re proud of in your time of using Oracle Service Cloud?

    I am most proud when I implement a solution that helps our customers and their organization manage their costs better and increase their automation.

    What is your favorite part of Oracle Service Cloud?

    Customer Portal, Custom Process Modeling and APIs (e.g. SOAP, REST, CPHP). That’s where I spend the majority of my time.

    Oracle Service Cloud in one word:  100% Customer Experience

    Why do you participate in the Oracle Service Cloud Community?

    The Oracle Service Cloud Community is a great way to build your problem-solving skills. It will help you to understand Service Cloud's capabilities and solve business use cases quickly. I am kind of person who shares knowledge with others, and the Community enables me to do that, and sometimes I find answers to my own questions too.

    What are apps, software and tools (not including Service Cloud) that you can’t live without?

    • ​XAMPP: Simple, lightweight Apache distribution that makes it extremely easy for developers to create a local web server for testing purposes.
    • Notepad++Common editor just like Notepad with extra features such as Syntax Highlighting, Code Assist etc. I use this to access Customer Portal Pages.
    • Cyberduck:  An open source WebDav client to access pages of Customer Portal hosted in Oracle Service Cloud.
    • Microsoft Visual Studio 2015:  An editor used for developing .NET solutions. I use them to develop customizations and integrations via Add-ins.

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

    The simple technique I follow and believe is, “Keep learning.” If you want success in any area, always try again, again and again until you are successful. Don’t give up. smiley

    What’s your daily work space like?

    While I am addicted to gadgets, my daily workspace is pretty simple with my laptop and smart phone. 

    What would you do (for a career) if you weren’t doing this?

    I would have been a Java programmer. wink

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

    I would be choose either a European tour or Sydney, Australia.

     

    Thank you Narendra for helping us get to know you better in this All-Star spotlight. And of course, thank you for your many contributions to the Community! Your peers and the Oracle Service Cloud team appreciate you. Having folks like you who are willing to generously share your experience and expertise strengthens Oracle Service Cloud as an offering and helps everyone who uses it.

  • eleep
    2016 Community All-Star Spotlight on Carl Elliott from Helix...7100%
    Entry posted February 16, 2017 by eleepHero, tagged Member Spotlight 

    Carl ElliottIt's my pleasure to introduce our next featured Community All-Star Carl Elliott from Helix Business Solutions.

    Carl frequents the business user-focused forum boards where he shares his extensive knowledge of Oracle Service Cloud to point members in the right direction to solve their question and his experience to help guide users on how to approach design decisions. 

    I had the pleasure of getting to know Carl when he gave us feedback on the Analytics Cookbook in its early planning phase, coined the "collective community brain" phrase that I love and use ALL the time, and contributed a popular report recipe--Chat Summary Charts--to help jumpstart the Analytics Cookbook. Then we got to meet in person at Modern Service Experience 2016! It was one of my highlights from the conference. smiley

    Here is a little bit more about Carl:

    Company:  Oracle Gold Partner Helix Business Solutions

    How and when did you first learn about Oracle Service Cloud (RightNow)? 

    My first introduction to Oracle Service Cloud was in 2005...so back in the RightNow days, when I was working at ServiceMaster. Several of us at Helix were leading IT groups for different business lines in the organization and we purchased RightNow to meet several different needs. I used RightNow to consolidate our customer database for one of the franchise lines of business, which was the first time we had a consolidated customer master record for incidents and opportunities.  

    What is your role at Helix? 

    I am the VP of Professional Services at Helix. Oracle Service Cloud is one of the primary products we specialize in for implementations and services.  

    What aspect of your role do you enjoy the most?

    I really enjoy working with many different clients and helping them solve business issues and improve customer service with Oracle Service Cloud. And it's fascinating to see the differences between organizations and industries.   

    What is something you're proud of during your time of using Oracle Service Cloud?

    Helix was asked to develop and deliver the Oracle Service Cloud partner training for the implementation certification.  I worked on both the training curriculum and the test and then was the instructor for several of the classes.  

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

    We use Oracle Service Cloud for many things within our own organization, including supporting a service desk, tracking opportunities and hosting website content. 

    Describe Oracle Service Cloud in one word:  Knowledge.

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

    Use the documentation and then try things out. The best way to learn is to get your hands dirty working with it.

    Why do you participate in the Oracle Service Cloud Community?

    It helps to see what other people are working on and what they might be struggling with in the product. It keeps my skills up to date if I am reviewing something on the community but may not have worked with it recently.  

    How do you stay current on your industry and on Oracle Service Cloud?  

    For me, it's a matter of keeping up with the usual things like reading documentation, listening to online trainings, attending tradeshows, keeping tabs on what's being discussed in the Community, etc. Continually working with customers on their organization's goals and their implementations helps too.

    What are apps, software and tools (not including Service Cloud) that you can’t live without? 

    • Evernote for keeping notes online is a lot easier than managing them on paper 

    • My FitBit Blaze for keeping me active or at least reminding me I need to be active

    What is your favorite tool or technique for staying organized?

    I use labels in my email to organize and move things out of my inbox.  Besides helping to organize my inbox, they help me to know what I still need to process.  

    What would you do (for a career) if you weren’t doing this?  

    I would be the host on a travel show where you go around the world and try out all the different spots and talk about what you like and don’t like about them. 

    What’s the best vacation you’ve ever taken?

    We took a family vacation to Trail West in Colorado with several other families we knew. We had adventure, a lot of laughter and got to unwind completely. We like it so much we went back a second time a few years later.  

    Thanks to Carl for participating in our member spotlight and helping us get to know you better. And of course, thank you for contributing in so many varied ways to the Community. Your willingness to share your experience and expertise are much appreciated by your peers and the Oracle Service Cloud team.

     

     

     

     

     

    Erica and Carl get to meet in person at MSE 2016.

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If you're managing, configuring and supporting the Oracle Service Cloud solution, this blog is for you!

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  • eleep
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