oracle rightnow cloud service mobile agent...
TRANSCRIPT
Oracle RightNow Cloud Service
Mobile Agent Solution
Prepared for MUG, Dec 2013.
Jason Davis, Sr. Principal, Product Mgmt
2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Agenda
• Mobile Trends
• Oracle Service Cloud Mobile Agent
– Solution Overview
– Solution Details: Profile Driven, Permissions, Customization,
Localization, Security Related Controls
– Required Setup (CX Answer 5493 - Enable and Customize the
Mobile Agent App)
• Demonstration (Live or Screenshots)
• Recap & Roadmap
3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
2013
Enterprise Adoption of Mobility
Enterprise Adoption of Tablets
is Growing Very Rapidly
Growth in adoption of both
BYOD and Company-owned devices
Dimensional Research Survey, May 2011
Share of tablet shipments going to enterprise (projected)
13%
2017
20%
(source: IDC, August 2013)
4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Mobility Saves Time & Money
CDW, IT Monitor, May 15, 2012 CDW, IT Monitor, May 15, 2012
25%
49%
19%
3% 4%
Impact of Tablets & Smartphones on Organization Productivity
Significant Increase
Slight Increase
No Impact
Does not apply
No increase
12%
38%
2%
29%
4% 16%
Impact of Tablets & Smartphones on Organization Cost Savings
Significant Savings
Slight Savings
Slight Increase
No Impact
Does not apply
Slight decrease
5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Agenda
• Mobile Trends
• Oracle Service Cloud Mobile Agent
– Solution Overview
– Solution Details: Profile Driven, Permissions, Customization,
Localization, Security Related Controls
– Required Setup (CX Answer 5493 - Enable and Customize the
Mobile Agent App)
• Demonstration (Live or Screenshots)
• Recap & Roadmap
6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Mobile Service for Agents Challenges, Capabilities and Value
6
• Unable to view or update
information while away from
the contact center
• Not informed of
performance when away
from the desk
• Reliance on network
connectivity for access to
information from mobile
devices
• Clunky user experience
when generalized rather than
optimized
• Access Incident & Contact
Information - Update
Incidents and lookup
contacts
• Monitor Exceptions – Use
Filters and Views to identify
Incidents that require aid
• Offline Cache – Snappy
load time and on-demand
updates when connected
• Designed for iPad - A
Native App with optimized
layout and gestures
• Improve Incident
Resolution Time - View and
update at time of need
• Stay Informed - Always
connected and able to take
action
• Increase Productivity -
Never worry about wireless
signal strength again
• Delight Employees - Rich
capabilities with popular
devices
Challenges Capabilities Value
7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Mobility Landscape for Service
Field Service
Full featured asset mgmt,
scheduling, work orders, parts….
Oracle solutions (EBS + Siebel)
Partner solutions (TOA Technologies)
Mobile Agents Custom Apps
Unique use cases
Leverage development
platforms like ADF Mobile
‘Occasional’ use
Augment primary desktop
Increase availability and
responsiveness
8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Add the Power of Mobility to the Contact Center Mobility for Service Agents (*Nov 2013)
CAPABILITY HIGHLIGHTS
• Native iPad/iPhone* design to support offline cache,
client side dashboard and server side search
• Manage incidents and tasks including custom fields
• View contacts and organization information
including incident history and associated notes
• Access knowledge and surveys*
KEY BENEFITS
• Improve resolution time by always being connected
• Increase productivity with a complete view of
unresolved and incomplete items
• Delight employees with a highly responsive
application experience
* Other devices will be added in future releases
11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Agenda
• Mobile Trends
• Oracle Service Cloud Mobile Agent
– Solution Overview
– Solution Details: Profile Driven, Permissions, Customization,
Localization, Security Related Controls
– Required Setup (CX Answer 5493 - Enable and Customize the
Mobile Agent App)
• Demonstration (Live or Screenshots)
• Recap & Roadmap
12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Oracle Service (RightNow) User’s Profile
Mobile Agent is Controlled by User’s Profile
Permissions
•Authentication to Mobile Agent
•View/Add/Edit for Standard and Custom Objects
• Incident Message Email
•Note Permissions
• Forward Incident / Task / Answers Action
•Actions not even exposed on UI if user not permissioned
Navigation Set and Analytics
•Enable/Disable Access to Incidents, Contacts, Organizations, Custom Object, etc
•Associate Analytic Report to Incident, Contacts, etc to control which filters are applied & fields are displayed and searchable
Mobile Workspaces
•Manage Mobile View/Edit & Create Uis including:
•Custom Fields, Menus & Objects
•Controls for Attachments w/ upload, Hyperlink & Incident SmartSense
•Tabs for Related Notes, Tasks, Survey Results & Other Reports
13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Access to mobile agent app
Incident View/Add/Edit – Enables New Incident, Edit Incident, Incident Actions
(New Message)
– Edit Incident allows Message Email Send (No separate Send Response enforcement)
– Task Read, Add, Edit
– Allows Tasks to be read, enables New Task, Edit Task, Task Actions (New Note)
Edit Contact / Organization – Enables Contact/Org actions (New Note)
Thread Section on Contact / Org / Task – Edit/Delete Notes permissions enforced
Permission-driven Mobile UI
Set mobile permissions by profile
14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Navigation Sets Control the Shuttle Menu
Enables/disables access to
Incidents, Contacts, Organizations
and Tasks based on the Nav Set
for each mobile profile
15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Configurable Mobile Incident Workspaces
• Configure layout in the
Mobile Incident
Workspace
• Fields for Incident and
the related Contact and
Organization
• Supports standard and
custom fields
• Read/Write is
controlled at the field
level
• Most Object Designer
Fields features are
supported
16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 16
TAP View of Customized
Incident Workspace (New, View) • Expected result from New Incident dialog:
– Summary section is displayed first
– Any uneditable fields (like Date Last Updated) are not
displayed
– Editable fields are only displayed once, the first time
they are encountered. (like Contact not displayed in
Contact Details section)
– Sections (like Contact Details) will not be displayed if
no editable fields (if you remove co_menu)
17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Localization and Globalization Support
• Localized today into 25 languages
• Most text labels are pulled at
runtime from the Service Cloud
– Translated based on the language
of the interface the user connects to
• Name, Address, Date & Time
formats are correctly displayed on
the client
– Based on the locale setting of the
iOS device
18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Numerous Mobile Agent Security Controls
Server
• Enable/Disable the Mobile Server
• SEC_VALID_ADMIN_HOSTS* Config settings to
only allow connections from devices in whitelisted IP ranges
• HTTPS only over the wire
• Mobile Agent Authentication Permission
• Permission-Driven UI: Only display
actions that are explicitly permissioned
– i.e. Incident & Task New/Edit, Note Management,
Staff Account Actions
• Platform – RightNow Session History & Audit Trail, Password
Configuration Enforcement
Client
• Offline Encryption
– Based on Device PIN
• Session Timeout / Offline Timeout
– Session Timeout: After App is in ‘idle
state’ for xx minutes, require relogin
– Offline Timeout: Amount of time until
user must reconnect to cloud
• Recommend MDM Systems for
device Wipe, PIN Enforcements, Other
Mobile Policy Enforcement
– We are considering ‘Signed’ Versions of the
App with vendors like Good.
19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Agenda
• Mobile Trends
• Oracle Service Cloud Mobile Agent
– Solution Overview
– Solution Details: Profile Driven, Permissions, Customization,
Localization, Security Related Controls
– Required Setup (CX Answer 5493 - Enable and Customize the
Mobile Agent App)
• Demonstration (Live or Screenshots)
• Recap & Roadmap
20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 20
Required Setup 1) Configuration Settings – Enable Mobility Server • Starting in 13.8, customers
enable Tap by modifying
the MOBILITY_SERVER_
ENABLED Config Setting
to Yes.
21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 21
Required Setup 2) Set Profile Permission for Mobile Agent Authentication
You need to restart your Agent Desktop after enabling
the MOBILITY_ SERVER_ENABLED setting for this step
2 and 3.
• Set the Mobile Agent App Account Authentication
Permission for each Profile allowed to use Mobile
Agent
• During upgrade, if MOBILITY_SERVER_ENABLED
Config Setting was previously enabled, all profiles will
have this permission enabled. Otherwise, it will be
disabled.
22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 22
Required Setup 3) Set Profile Analytic Report Permission to Open Mobile Report
• Set the Analytics Permissions to allow OPEN on
the Common / Mobile Agent Folder for each
Profile that you want to be able to use Mobile
Agent.
• During upgrade, if MOBILITY_SERVER_
ENABLED was set to true, all profiles that had
Mobile Agent App Auth permission enabled will
have this setting enabled automatically.
23 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Agenda
• Mobile Trends
• Oracle Service Cloud Mobile Agent
– Solution Overview
– Solution Details: Profile Driven, Permissions, Customization,
Localization, Security Related Controls
– Required Setup (CX Answer 5493 - Enable and Customize the Mobile Agent App)
• Demonstration (Live or Screenshots)
• Recap & Roadmap
24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Add the Power of Mobility to the Contact Center Mobility for Service Agents
CAPABILITY HIGHLIGHTS
• Native iPad design to support offline cache, client
side dashboard and server side search
• Manage incidents and tasks
• View contacts and organization information
including incident history and associated notes
• Support your staff with ability to understand their
workload and reassign their incidents
KEY BENEFITS
• Improve resolution time by always being connected
• Increase productivity with a complete view of
unresolved and incomplete items
• Delight employees with a highly responsive
application experience
* Other devices will be added in future releases
Automatically cache information as
it’s accessed to support improved
performance and offline read access
25 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Add the Power of Mobility to the Contact Center Mobility for Service Agents
CAPABILITY HIGHLIGHTS
• Native iPad design to support offline cache, client
side dashboard and server side search
• Manage incidents and tasks
• View contacts and organization information
including incident history and associated notes
• Support your staff with ability to understand their
workload and reassign their incidents
KEY BENEFITS
• Improve resolution time by always being connected
• Increase productivity with a complete view of
unresolved and incomplete items
• Delight employees with a highly responsive
application experience
* Other devices will be added in future releases
Client Dashboard provides
pie charts, filtered lists and a
view of your iOS calendar
Search to find any locally cached
or server-side information
26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Add the Power of Mobility to the Contact Center Mobility for Service Agents
CAPABILITY HIGHLIGHTS
• Native iPad design to support intuitive interface,
offline cache and search that fetches data on-demand
• Manage incidents and tasks
• View contacts and organization information
including incident history and associated notes
• Support your staff with ability to understand their
workload and reassign their incidents
KEY BENEFITS
• Improve resolution time by always being connected
• Increase productivity with a complete view of
unresolved and incomplete items
• Delight employees with a highly responsive
application experience
* Other devices will be added in future releases
Filter lists of
unresolved incidents
Create new
incidents
27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Add the Power of Mobility to the Contact Center Mobility for Service Agents
CAPABILITY HIGHLIGHTS
• Native iPad design to support intuitive interface,
offline cache and search that fetches data on-demand
• Manage incidents and tasks
• View contacts and organization information
including incident history and associated notes
• Support your staff with ability to understand their
workload and reassign their incidents
KEY BENEFITS
• Improve resolution time by always being connected
• Increase productivity with a complete view of
unresolved and incomplete items
• Delight employees with a highly responsive
application experience
* Other devices will be added in future releases
View and edit custom incident
fields; Take actions…
28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Add the Power of Mobility to the Contact Center Mobility for Service Agents
CAPABILITY HIGHLIGHTS
• Native iPad design to support intuitive interface,
offline cache and search that fetches data on-demand
• Manage incidents and tasks
• View contacts and organization information
including incident history and associated notes
• Support your staff with ability to understand their
workload and reassign their incidents
KEY BENEFITS
• Improve resolution time by always being connected
• Increase productivity with a complete view of
unresolved and incomplete items
• Delight employees with a highly responsive
application experience
* Other devices will be added in future releases
…such as new incident message
with send on save option
29 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Add the Power of Mobility to the Contact Center Mobility for Service Agents
CAPABILITY HIGHLIGHTS
• Native iPad design to support intuitive interface,
offline cache and search that fetches data on-demand
• Manage incidents and tasks
• View contacts and organization information
including incident history and associated notes
• Support your staff with ability to understand their
workload and reassign their incidents
KEY BENEFITS
• Improve resolution time by always being connected
• Increase productivity with a complete view of
unresolved and incomplete items
• Delight employees with a highly responsive
application experience
* Other devices will be added in future releases
View, update and take
action on tasks
30 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Add the Power of Mobility to the Contact Center Mobility for Service Agents
CAPABILITY HIGHLIGHTS
• Native iPad design to support intuitive interface,
offline cache and search that fetches data on-demand
• Manage incidents and tasks
• View contacts and organization information
including incident history and associated notes
• Support your staff with ability to understand their
workload and reassign their incidents
KEY BENEFITS
• Improve resolution time by always being connected
• Increase productivity with a complete view of
unresolved and incomplete items
• Delight employees with a highly responsive
application experience
* Other devices will be added in future releases
View contact and
organization information…
31 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Add the Power of Mobility to the Contact Center Mobility for Service Agents
CAPABILITY HIGHLIGHTS
• Native iPad design to support intuitive interface,
offline cache and search that fetches data on-demand
• Manage incidents and tasks
• View contacts and organization information
including incident history and associated notes
• Support your staff with ability to understand their
workload and reassign their incidents
KEY BENEFITS
• Improve resolution time by always being connected
• Increase productivity with a complete view of
unresolved and incomplete items
• Delight employees with a highly responsive
application experience
* Other devices will be added in future releases
…including incident
history
32 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Add the Power of Mobility to the Contact Center Mobility for Service Agents
CAPABILITY HIGHLIGHTS
• Native iPad design to support intuitive interface,
offline cache and search that fetches data on-demand
• Manage incidents and tasks
• View contacts and organization information
including incident history and associated notes
• Support your staff with ability to understand their
workload and reassign their incidents
KEY BENEFITS
• Improve resolution time by always being connected
• Increase productivity with a complete view of
unresolved and incomplete items
• Delight employees with a highly responsive
application experience
* Other devices will be added in future releases
View staff accounts and their incident
and task workload; Take actions with
appropriate permissions
33 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Mobile Agent: Support for iPhone
• Smartphone: Support for Apple iPhone
• Knowledge: Search for and use RightNow Answers
• Customize Filtered Lists of Incidents
• Contact Enhancements: Create/Edit Contact, Review survey
result history
• Forward an Incident, Task or Answer to other Staff Accounts
• Enhanced Mobile Incident Workspace: Better layout control
with Tab Management and number of lines option for text fields
• Extend mobile access to a broader range of devices
• Empower agent effectiveness from anywhere with mobile
knowledge
• Improve Customer Management with new contact features
• Adapt to unique needs of your business
Capability Highlights
Key Benefits
Shuttle Menu for
iPhone Lists of Incidents
with Search
November 2013
34 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Mobile Agent: Support for iPhone
• Smartphone: Support for Apple iPhone
• Knowledge: Search for and use RightNow Answers
• Customize Filtered Lists of Incidents
• Contact Enhancements: Create/Edit Contact, Review survey
result history
• Forward an Incident, Task or Answer to other Staff Accounts
• Enhanced Mobile Incident Workspace: Better layout control
with Tab Management and number of lines option for text fields
• Extend mobile access to a broader range of devices
• Empower agent effectiveness from anywhere with mobile
knowledge
• Improve Customer Management with new contact features
• Adapt to unique needs of your business
Capability Highlights
Key Benefits
Incident
Summary Incident Details
Tab
November 2013
35 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Mobile Agent: Knowledge
• Smartphone: Support for Apple iPhone
• Knowledge: Search for and use RightNow Answers
• Customize Filtered Lists of Incidents
• Contact Enhancements: Create/Edit Contact, Review survey
result history
• Forward an Incident, Task or Answer to other Staff Accounts
• Enhanced Mobile Incident Workspace: Better layout control
with Tab Management and number of lines option for text fields
• Extend mobile access to a broader range of devices
• Empower agent effectiveness from anywhere with mobile
knowledge
• Improve Customer Management with new contact features
• Adapt to unique needs of your business
Capability Highlights
Key Benefits
November 2013
36 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Mobile Agent: Knowledge
• Smartphone: Support for Apple iPhone
• Knowledge: Search for and use RightNow Answers
• Customize Filtered Lists of Incidents
• Contact Enhancements: Create/Edit Contact, Review survey
result history
• Forward an Incident, Task or Answer to other Staff Accounts
• Enhanced Mobile Incident Workspace: Better layout control
with Tab Management and number of lines option for text fields
• Extend mobile access to a broader range of devices
• Empower agent effectiveness from anywhere with mobile
knowledge
• Improve Customer Management with new contact features
• Adapt to unique needs of your business
Capability Highlights
Key Benefits
November 2013
37 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Mobile Agent: Customize Incident List
• Smartphone: Support for Apple iPhone
• Knowledge: Search for and use RightNow Answers
• Customize Filtered Lists of Incidents
• Contact Enhancements: Create/Edit Contact, Review survey
result history
• Forward an Incident, Task or Answer to other Staff Accounts
• Enhanced Mobile Incident Workspace: Better layout control
with Tab Management and number of lines option for text fields
• Extend mobile access to a broader range of devices
• Empower agent effectiveness from anywhere with mobile
knowledge
• Improve Customer Management with new contact features
• Adapt to unique needs of your business
Capability Highlights
Key Benefits
Copy the Default Mobile
Report and Edit to Modify
the Fields Displayed
Modify Configuration Setting
MOBILITY_INCIDENT_LISTVIEW_REPORT
to be the AC_ID of the new Report
38 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Mobile Agent: Contact Enhancements
• Smartphone: Support for Apple iPhone
• Knowledge: Search for and use RightNow Answers
• Customize Filtered Lists of Incidents
• Contact Enhancements: Create/Edit Contact, Review survey
result history
• Forward an Incident, Task or Answer to other Staff Accounts
• Enhanced Mobile Incident Workspace: Better layout control
with Tab Management and number of lines option for text fields
• Extend mobile access to a broader range of devices
• Empower agent effectiveness from anywhere with mobile
knowledge
• Improve Customer Management with new contact features
• Adapt to unique needs of your business
Capability Highlights
Key Benefits
November 2013
39 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Mobile Agent: Contact Enhancements
• Smartphone: Support for Apple iPhone
• Knowledge: Search for and use RightNow Answers
• Customize Filtered Lists of Incidents
• Contact Enhancements: Create/Edit Contact, Review survey
result history
• Forward an Incident, Task or Answer to other Staff Accounts
• Enhanced Mobile Incident Workspace: Better layout control
with Tab Management and number of lines option for text fields
• Extend mobile access to a broader range of devices
• Empower agent effectiveness from anywhere with mobile
knowledge
• Improve Customer Management with new contact features
• Adapt to unique needs of your business
Capability Highlights
Key Benefits
November 2013
40 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Mobile Agent: Forward to Staff
• Smartphone: Support for Apple iPhone
• Knowledge: Search for and use RightNow Answers
• Customize Filtered Lists of Incidents
• Contact Enhancements: Create/Edit Contact, Review survey
result history
• Forward an Incident, Task or Answer to other Staff Accounts
• Enhanced Mobile Incident Workspace: Better layout control
with Tab Management and number of lines option for text fields
• Extend mobile access to a broader range of devices
• Empower agent effectiveness from anywhere with mobile
knowledge
• Improve Customer Management with new contact features
• Adapt to unique needs of your business
Capability Highlights
Key Benefits
November 2013
41 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Enhanced Mobile Incident Workspace
• Smartphone: Support for Apple iPhone
• Knowledge: Search for and use RightNow Answers
• Customize Filtered Lists of Incidents
• Contact Enhancements: Create/Edit Contact, Review survey
result history
• Forward an Incident, Task or Answer to other Staff Accounts
• Enhanced Mobile Incident Workspace: Better layout control
with Tab Management and number of lines option for text fields
• Extend mobile access to a broader range of devices
• Empower agent effectiveness from anywhere with mobile
knowledge
• Improve Customer Management with new contact features
• Adapt to unique needs of your business
Capability Highlights
Key Benefits
Field Group
Sections
&
Mobile Tab
Management
November 2013
42 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Agenda
• Mobile Trends
• Oracle Service Cloud Mobile Agent
– Solution Overview
– Solution Details: Profile Driven, Permissions, Customization,
Localization, Security Related Controls
– Required Setup (CX Answer 5493 - Enable and Customize the Mobile Agent App)
• Demonstration (Live or Screenshots)
• Recap & Roadmap
43 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Recap: Mobility for Service Agents (*Nov 2013)
CAPABILITY HIGHLIGHTS
• Native iPad/iPhone* design to support offline cache,
client side dashboard and server side search
• Manage incidents and tasks including custom fields
• View contacts and organization information
including incident history and associated notes
• Access knowledge and surveys*
KEY BENEFITS
• Improve resolution time by always being connected
• Increase productivity with a complete view of
unresolved and incomplete items
• Delight employees with a highly responsive
application experience
* Other devices will be added in future releases
44 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 44 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.
Insert Information Protection Policy Classification from Slide 8
The following (references to February 2014) is intended to outline our
general product direction. It is intended for information purposes only,
and may not be incorporated into any contract. It is not a commitment to
deliver any material, code, or functionality, and should not be relied
upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products
remains at the sole discretion of Oracle.
45 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Mobile Agent Roadmap February 2014
• Support for Custom Objects in the Mobile Shuttle
and Mobile Workspaces
• Use Analytic Reports to configure mobile search
and lists of Incidents, Contacts & Custom Objects
• Improved Mobile Workspaces: Contact & Custom
Object Workspaces; Report & Hyperlink Controls
• Use Camera to upload photos and videos to objects
that support attachments
• Personalize the mobile experience for your
company requirements
• Enhance user productivity with customizable lists
• Improve agent insight by augmenting information
with photo and video attachments
Capability Highlights
Key Benefits
46 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 46
<Insert Picture Here>
Questions?