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• The Numbers of Customer Experience

  - by Christie Flanagan

  This week, we’ll be continuing our conversations about Customer Experience (CX) on the Oracle WebCenter blog.  While we all know that customer experience is critically important for acquiring new customers and engendering long term brand loyalty, I thought we could kick this week off by taking a look at the numbers of customer experience.   I’m sure you’ll agree that nothing quite puts things into perspective like numbers and figures. A whopping 86% of consumers say that they are willing to pay more for a better customer experience.  But many companies are failing to step up to the challenge.  And when companies fail deliver on customer experience expectations, they leave money on the table. A huge percentage of customers, 89%, begin doing business with a competitor following a poor customer experience. Breaking up isn’t hard to do and today’s empowered customers have no qualms about taking their business elsewhere when their expectations for customer experience are not met. Over a quarter of consumers, 26%, posted a negative comment on a social networking site like Facebook or Twitter following a poor customer experience. Today, individual customer service failures have the ability to easily snowball.  An unsatisfied customer has the ability to easily share their rancor with their entire social network and chip away at your brand’s reputation. A large number of consumers, 79%,  who shared complaints about poor customer experience online had their complaints ignored.  Companies ignore customer complaints at their own peril.  And unsatisfied customers, when handled effectively, have the potential to become advocates for your brand.  Of the 21% of consumers who did get responses to complaints, more than half had positive reactions to the same company about which they were previously complaining. Half of consumers will give a brand only a week to respond to a question before they stop doing business with them.  The clock is ticking when customers have questions about your brand and a week is an eternity in the realm of customer experience.  The source for these stats is the 2011 Customer Experience Impact (CEI) Report, which explores the relationship between consumers and brands.  The report is based on a survey commissioned by RightNow (acquired by Oracle in 2012) and conducted by Harris Interactive. If you’re interested in seeing more facts and figures about customer experience, download the full report.

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• Purple Cows, Copernicus, and Shampoo – Lessons in Customer Experience

  - by Christina McKeon

  What makes a great customer experience? And, why should you or your organization care? These are the questions that set the stage for the Oracle Customer Experience Summit, which kicked off yesterday in San Francisco. Day 1: The first day was filled with demos and insights from customer experience experts and Oracle customers sharing what it takes to deliver great customer experiences. Author Seth Godin delivered an entertaining presentation that included an in-depth exploration of the always-connected, always-sharing experience revolution that we are witnessing and yes, talked about the purple cow. It turns out that customer experience is your way to be the purple cow. Before everyone headed out to see Pearl Jam and Kings of Leon at the Oracle customer appreciation event, the day wrapped up with a discussion around building a customer-centric culture. Where do you start? Whom does it involve? What are some pitfalls to avoid? Day 2: The second day addressed the details behind all the questions brought up at the end of Day 1. Before you start on a customer experience initiative, Paul Hagen noted that you must understand you will forge a path similar to Copernicus. You will be proposing ideas and approaches that challenge current thinking in your organization. Just as Copernicus' heliocentric theory started a scientific revolution, your customer-centric efforts will start an experience revolution. If you think customer experience is like a traditional marketing approach, think again. It’s not about controlling your customers and leading them where you want them to go. It might sound like heresy to some, but your customers are already in control, whether or not your company realizes and acknowledges it. And, to survive and thrive, you'll have to focus on customers by thinking outside-in and working towards a brand that is better and more authentic. We learned how Vail Resorts takes this customer-centric approach. Employees must experience the mountain themselves and understand the experience from the guest’s standpoint. This has created a culture where employees do things for guests that are not expected. We also learned a valuable lesson in designing and innovating customer-centered experiences from Kerry Bodine. First you make the thing, and then you make the thing right. In this case, the thing is customer experience. Getting customer experience right means iterative prototyping and testing of your ideas. This is where shampoo comes in—think lather, rinse, repeat. Be prepared to keep repeating until the customer experience is right. Many of these sessions will be posted to YouTube in the coming weeks so be sure to subscribe to our CX channel.

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• Customer Support Spotlight: Clemson University

  - by cwarticki

  I've begun a Customer Support Spotlight series that highlights our wonderful customers and Oracle loyalists.  A week ago I visited Clemson University.  As I travel to visit and educate our customers, I provide many useful tips/tricks and support best practices (as found on my blog and twitter). Most of all, I always discover an Oracle gem who deserves recognition for their hard work and advocacy. Meet George Manley.  George is a Storage Engineer who has worked in Clemson's Data Center all through college, partially in the Hardware Architecture group and partially in the Storage group. George and the rest of the Storage Team work with most all of the storage technologies that they have here at Clemson. This includes a wide array of different vendors' disk arrays, with the most of them being Oracle/Sun 2540's.  He also works with SAM/QFS, ACSLS, and our SL8500 Tape Libraries (all three Oracle/Sun products). (pictured L to R, Matt Schoger (Oracle), Mark Flores (Oracle) and George Manley) George was kind enough to take us for a data center tour.  It was amazing.  I rarely get to see the inside of data centers, and this one was massive. Clemson Computing and Information Technology’s physical resources include the main data center located in the Information Technology Center at the Innovation Campus and Technology Park. The core of Clemson’s computing infrastructure, the data center has 21,000 sq ft of raised floor and is powered by a 14MW substation. The ITC power capacity is 4.5MW.  The data center is the home of both enterprise and HPC systems, and is staffed by CCIT staff on a 24 hour basis from a state of the art network operations center within the ITC. A smaller business continuance data center is located on the main campus.  The data center serves a wide variety of purposes including HPC (supercomputing) resources which are shared with other Universities throughout the state, the state's medicaid processing system, and nearly all other needs for Clemson University. Yes, that's no typo (14,256 cores and 37TB of memory!!! Thanks for the tour George and thank you very much for your time.  The tour was fantastic. I enjoyed getting to know your team and I look forward to many successes from Clemson using Oracle products. -Chris WartickiGlobal Customer Management

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• 7 Reasons for Abandonment in eCommerce and the need for Contextual Support by JP Saunders

  - by Tuula Fai

  Shopper confidence, or more accurately the lack thereof, is the bane of the online retailer. There are a number of questions that influence whether a shopper completes a transaction, and all of those attributes revolve around knowledge. What products are available? What products are on offer? What would be the cost of the transaction? What are my options for delivery? In general, most online businesses do a good job of answering basic questions around the products as the shopper engages in the online journey, navigating the product catalog and working through the checkout process. The needs that are harder to address for the shopper are those that are less concerned with product specifics and more concerned with deciding whether the transaction met their needs and delivered value. A recent study by the Baymard Institute [1] finds that more than 60% of ecommerce site visitors will abandon their shopping cart. The study also identifies seven reasons for abandonment out of the commerce process [2]. Most of those reasons come down to poor usability within the commerce experience. Distractions. External distractions within the shopper’s external environment (TV, Children, Pets, etc.) or distractions on the eCommerce page can drive shopper abandonment. Ideally, the selection and check-out process should be straightforward. One common distraction is to drive the shopper away from the task at hand through pop-ups or re-directs. The shopper engaging with support information in the checkout process should not be directed away from the page to consume support. Though confidence may improve, the distraction also means abandonment may increase. Poor Usability. When the experience gets more complicated, buyer’s remorse can set in. While knowledge drives confidence, a lack of understanding erodes it. Therefore it is important that the commerce process is streamlined. In some cases, the number of clicks to complete a purchase is lengthy and unavoidable. In these situations, it is vital to ensure that the complexity of your experience can be explained with contextual support to avoid abandonment. If you can illustrate the solution to a complex action while the user is engaged in that action and address customer frustrations with your checkout process before they arise, you can decrease abandonment. Fraud. The perception of potential fraud can be enough to deter a buyer. Does your site look credible? Can shoppers trust your brand? Providing answers on the security of your experience and the levels of protection applied to profile information may play as big a role in ensuring the sale, as does the support you provide on the product offerings and purchasing process. Does it fit? If it is a clothing item or oversized furniture item, another common form of abandonment is for the shopper to question whether the item can be worn by the intended user. Providing information on the sizing applied to clothing, physical dimensions, and limitations on delivery/returns of oversized items will also assist the sale. A photo alone of the item will help, as it answers some of those questions, but won’t assuage all customer concerns about sizing and fit. Sometimes the customer doesn’t want to buy. Prospective buyers might be browsing through your catalog to kill time, or just might not have the money to purchase the item! You are unlikely to provide any information in contextual support to increase the likelihood to buy if the shopper already has no intentions of doing so. The customer will still likely abandon. Ensuring that any questions are proactively answered as they browse through your site can only increase their likelihood to return and buy at a future date. Can’t Buy. Errors or complexity at checkout can be another major cause of abandonment. Good contextual support is unlikely to help with severe errors caused by technical issues on your site, but it will have a big impact on customers struggling with complexity in the checkout process and needing a question answered prior to completing the sale. Embedded support within the checkout process to patiently explain how to complete a task will help increase conversion rates. Additional Costs. Tax, shipping and other costs or duties can dramatically increase the cost of the purchase and when unexpected, can increase abandonment, particularly if they can’t be adequately explained. Again, a lack of knowledge erodes confidence in the purchase, and cost concerns in particular, erode the perception of your brand’s trustworthiness. Again, providing information on what costs are additive and why they are being levied can decrease the likelihood that the customer will abandon out of the experience. Knowledge drives confidence and confidence drives conversion. If you’d like to understand best practices in providing contextual customer support in eCommerce to provide your shoppers with confidence, download the Oracle Cloud Service and Oracle Commerce - Contextual Support in Commerce White Paper. This white paper discusses the process of adding customer support, including a suggested process for finding where knowledge has the most influence on your shoppers and practical step-by-step illustrations on how contextual self-service can be added to your online commerce experience. Resources: [1] http://baymard.com/checkout-usability [2] http://baymard.com/blog/cart-abandonment

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• When runs a product out of support?

  That is a question I get regularly from customers. Microsoft has a great site where you can find that information. Unfortunately this site is not easy to find, and a lot of people are not aware of this site. A good reason to promote it a little. So if you ever get a question on this topic, go to http://support.microsoft.com/lifecycle/search/Default.aspx. At that site, you can find also the details of the policy Microsoft Support Lifecycle Policy The Microsoft Support Lifecycle policy took effect in October 2002, and applies to most products currently available through retail purchase or volume licensing and most future release products. Through the policy, Microsoft will offer a minimum of: 10 years of support (5 years Mainstream Support and 5 years Extended Support) at the supported service pack level for Business and Developer products 5 years Mainstream Support at the supported service pack level for Consumer/Hardware/Multimedia products 3 years of Mainstream Support for products that are annually released (for example, Money, Encarta, Picture It!, and Streets & Trips) Phases of the Support Lifecycle Mainstream Support Mainstream Support is the first phase of the product support lifecycle. At the supported service pack level, Mainstream Support includes: Incident support (no-charge incident support, paid incident support, support charged on an hourly basis, support for warranty claims) Security update support The ability to request non-security hotfixes Please note: Enrollment in a maintenance program may be required to receive these benefits for certain products Extended Support The Extended Support phase follows Mainstream Support for Business and Developer products. At the supported service pack level, Extended Support includes: Paid support Security update support at no additional cost Non-security related hotfix support requires a separate Extended Hotfix Support Agreement to be purchased (per-fix fees also apply) Please note: Microsoft will not accept requests for warranty support, design changes, or new features during the Extended Support phase Extended Support is not available for Consumer, Hardware, or Multimedia products Enrollment in a maintenance program may be required to receive these benefits for certain products Self-Help Online Support Self-Help Online Support is available throughout a product's lifecycle and for a minimum of 12 months after the product reaches the end of its support. Microsoft online Knowledge Base articles, FAQs, troubleshooting tools, and other resources, are provided to help customers resolve common issues. Please note: Enrollment in a maintenance program may be required to receive these benefits for certain products (source: http://support.microsoft.com/lifecycle/#tab1)

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• Upload Recordings Of The Problem To Your SR

  - by bseckin

  Do you find yourself trying several times to explain a problem in a Service Request? Does the support engineer ask more than once for clarification? If so, you might be interested in DITO -- Demo It To Oracle. DITO uses CamStudio (free download!) to record the exact nature of the problem, and upload the output to your SR. The following articles provide more details: Working with Support - MOSSOS (Doc ID 1265130.1) "Demo It To Oracle" (DITO) - CamStudio Help (Doc ID 11.1) Why take up valuable time first explaining the problem, then trying to get a web conference setup to show exactly what is going on? The next time you file an SR, try including a recording showing exactly which application is failing, where it is failing, and what it looks like when it fails.

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• Upload Recordings Of The Problem To Your SR

  - by jhpierce

  Do you find yourself trying several times to explain a problem in a Service Request? Does the support engineer ask more than once for clarification? If so, you might be interested in DITO -- Demo It To Oracle. DITO uses CamStudio (free download!) to record the exact nature of the problem, and upload the output to your SR. The following articles provide more details: Working with Support - MOSSOS (Doc ID 1265130.1) "Demo It To Oracle" (DITO) - CamStudio Help ( Doc ID 11.1) Why take up valuable time first explaining the problem, then trying to get a web conference setup to show exactly what is going on? The next time you file an SR, try including a recording showing exactly which application is failing, where it is failing, and what it looks like when it fails.

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• Upload Recordings Of The Problem To Your SR

  - by Irina

  Do you find yourself trying several times to explain a problem in a Service Request? Does the support engineer ask more than once for clarification? If so, you might be interested in DITO -- Demo It To Oracle. DITO uses CamStudio (free download!) to record the exact nature of the problem, and upload the output to your SR. The following articles provide more details: Working with Support - MOSSOS (Doc ID 1265130.1) "Demo It To Oracle" (DITO) - CamStudio Help ( Doc ID 11.1) Why take up valuable time first explaining the problem, then trying to get a web conference setup to show exactly what is going on? The next time you file an SR, try including a recording showing exactly which application is failing, where it is failing, and what it looks like when it fails.

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• SaaS Customer Service Matters

  - by charles.knapp

  You probably know that Oracle CRM On Demand goes beyond contact and transaction tracking by providing valuable real-time insights. Do you know that Oracle CRM On Demand also delivers valuable service to our customers? Don't take my word for it. "Prior to Oracle CRM On Demand, we were too busy looking in the rear view mirror on our sales activities and needed a forward-looking tool to maximize sales and coaching opportunities," said Christian Doelle, Vice President Sales & Marketing, MonierLifetile. "After evaluating other organization's solutions, we found Oracle as the most proven with the real-time reporting and detailed reviews of sales opportunities that helped us to address our blind spots. Additionally, we have found throughout our implementation phase that Oracle's commitment to customer attention and service is incomparable." Learn more here about MonierLifetile's experience with Oracle CRM On Demand.

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• Siemens AG, Sector Healthcare, Increases Transparency and Improves Customer Loyalty with Web Portal Solution

  - by Kellsey Ruppel

  Siemens AG, Sector Healthcare, Increases Transparency and Improves Customer Loyalty with Web Portal Solution CUSTOMER AND PARTNER INFORMATION Customer Name – Siemens AG, Sector Healthcare Customer Revenue – 73,515 Billion Euro (2011, Siemens AG total) Customer Quote – “The realization of our complex requirements within a very short amount of time was enabled through the competent implementation partner Sapient, who fully used the  very broad scope of standard functionality provided in the Oracle WebCenter Portal, and the management of customer services, who continuously supported the project setup. ” – Joerg Modlmayr, Project Manager, Healthcare Customer Service Portal, Siemens AG The Siemens Healthcare Sector is one of the world's largest suppliers to the healthcare industry and a trendsetter in medical imaging, laboratory diagnostics, medical information technology and hearing aids. Siemens offers its customers products and solutions for the entire range of patient care from a single source – from prevention and early detection to diagnosis, and on to treatment and aftercare. By optimizing clinical workflows for the most common diseases, Siemens also makes healthcare faster, better and more cost-effective. To ensure greater transparency, increased efficiency, higher user acceptance, and additional services, Siemens AG, Sector Healthcare, replaced several existing legacy portal solutions that could not meet the company’s future needs with Oracle WebCenter Portal. Various existing portal solutions that cannot meet future demands will be successively replaced by the new central service portal, which will also allow for the efficient and intuitive implementation of new service concepts.  With Oracle, doctors and hospitals using Siemens medical solutions now have access to a central information portal that provides important information and services at just the push of a button.  Customer Name – Siemens AG, Sector Healthcare Customer URL – www.siemens.com Customer Headquarters – Erlangen, Germany Industry – Industrial Manufacturing Employees – 360,000  Challenges – Replace disparate medical service portals to meet future demands and eliminate an  unnecessarily high level of administrative work caused by heterogeneous installations Ensure portals meet current user demands to improve user-acceptance rates and increase number of total users Enable changes and expansion through standard functionality to eliminate the need for reliance on IT and reduce administrative efforts and associated high costs Ensure efficient and intuitive implementation of new service concepts for all devices and systems Ensure hospitals and clinics to transparently monitor and measure services rendered for the various medical devices and systems  Increase electronic interaction and expand services to achieve a higher level of customer loyalty Solution –  Deployed Oracle WebCenter Portal to ensure greater transparency, and as a result, a higher level of customer loyalty  Provided a centralized platform for doctors and hospitals using Siemens’ medical technology solutions that provides important information and services at the push of a button Reduced significantly the administrative workload by centralizing the solution in the new customer service portal Secured positive feedback from customers involved in the pilot program developed by design experts from Oracle partner Sapient. The interfaces were created with customer needs in mind. The first survey taken shortly after implementation came back with 2.4 points on a scale of 0-3 in the category “customer service portal intuitiveness level” Met all requirements including alignment with the Siemens Style Guide without extensive programming Implemented additional services via the portal such as benchmarking options to ensure the optimal use of the Customer Device Park Provided option for documentation of all services rendered in conjunction with the medical technology systems to ensure that the value of the services are transparent for the decision makers in the hospitals  Saved and stored all machine data from approximately 100,000 remote systems in the central service and information platform Provided the option to register errors online and follow the call status in real-time on the portal Made  available at the push of a button all information on the medical technology devices used in hospitals or clinics—from security checks and maintenance activities to current device statuses Provided PDF format Service Performance Reports that summarize information from periods of time ranging from previous weeks up to one year, meeting medical product law requirements  Why Oracle – Siemens AG favored Oracle for many reasons, however, the company ultimately decided to go with Oracle due to the enormous range of functionality the solutions offered for the healthcare sector.“We are not programmers; we are service providers in the medical technology segment and focus on the contents of the portal. All the functionality necessary for internet-based customer interaction is already standard in Oracle WebCenter Portal, which is a huge plus for us. Having Oracle as our technology partner ensures that the product will continually evolve, providing a strong technology platform for our customer service portal well into the future,” said Joerg Modlmayr project manager, Healthcare Customer Service Portal, Siemens AG. Partner Involvement – Siemens AG selected Oracle Partner Sapient because the company offered a service portfolio that perfectly met Siemens’ requirements and had a wealth of experience implementing Oracle WebCenter Portal. Additionally, Sapient had designers with a very high level of expertise in usability—an aspect that Siemens considered to be of vast importance for the project.  “The Sapient team completely met all our expectations. Our tightly timed project was completed on schedule, and the positive feedback from our users proves that we set the right measures in terms of usability—all thanks to the folks at Sapient,” Modlmayr said.  Partner Name – Sapient GmbH Deutschland Partner URL – www.sapient.com

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• Call for Customer Examples and Stories--PeopleTools 8.50

  - by PeopleTools Strategy Team

  PeopleTools 8.50 was a big release for us, and one that we think will provide a lot of value for customers. We've been having some interesting conversations with customers about this release at conferences, advisory board meetings, and technical group meetings. However, we would like to solicit some examples and success stories from you, our broad customer base. Do you have some examples of how you are using PeopleTools 8.50 and Enterprise Portal 9.1 that you would be willing to share? We would like to see some screen shots and perhaps a short blurb describing how you are using the Tools and Portal features, as well as any benefits accrued. Do you have a compelling success story? We are particularly interested in hearing about quantifiable improvements in user productivity, performance, cost savings, etc. You should be aware that these screen shots and stories will be public, and could appear in a conference presentation at some point. You will not be asked to serve as a formal reference, however. If you have some stories and examples you'd be willing share with us, please send them to this email address for the PeopleTools team: [email protected]

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• EBS 11i and 12.1 Support Timeline Changes

  - by Steven Chan (Oracle Development)

  Two important changes to the Oracle Lifetime Support policies for Oracle E-Business Suite were announced at OpenWorld last week.  These changes affect EBS Releases 11i and 12.1. The changes are detailed in this My Oracle Support document: E-Business Suite 11.5.10 Sustaining Support Exception & 12.1 Extended Support Now to Dec. 2018 (Note 1495337.1) 1. Changes for EBS 11i Sustaining Support The first change is that  we will be providing an exception for the first 13 months of Sustaining Support on Oracle E-Business Suite Release 11.5.10 (11i10), valid from December 1, 2013 – December 31, 2014. This exception support will be comprised of three components: New fixes for Severity 1 production issues United States Form 1099 2013 year-end updates Payroll regulatory updates for the United States, Canada, United Kingdom, and Australia for fiscal years ending in 2014 Customers environments must have the minimum baseline patches (or above) for new Severity 1 production bug fixes as documented here: Patch Requirements for Extended Support of Oracle E-Business Suite Release 11.5.10 (Note 883202.1) 2. Changes for EBS 12.1 Extended Support More time:  Extended Support period for E-Business Suite Release 12.1 has been extended by nineteen months through December, 2018. Customers with an active Oracle Premier Support for Software contract will automatically be entitled to Extended Support for E-Business Suite 12.1. Fees waived:  Uplift fees are waived for all years of Extended Support (June, 2014 – December. 2018) for customers with an active Oracle Premier Support for Software contract. During this period, customers will receive all of the components of Extended Support at no additional cost other than their fees for Software Update License & Support. Where can I learn more? There are two interlocking policies that affect the E-Business Suite:  Oracle's Lifetime Support policies for each EBS release (timelines which were updated by this announcement), and the Error Correction Support policies (which state the minimum baselines for new patches). For more information about how these policies interact, see: Understanding Support Windows for E-Business Suite Releases What about E-Business Suite technology stack components?Things get more complicated when one considers individual techstack components such as Oracle Forms or the Oracle Database.  To learn more about the interlocking EBS+techstack component support windows, see these two articles: On Apps Tier Patching and Support: A Primer for E-Business Suite Users On Database Patching and Support: A Primer for E-Business Suite Users Related Articles Extended Support Fees Waived for E-Business Suite 11i and 12.0 EBS 12.0 Minimum Requirements for Extended Support Finalized

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• Most Common ASP.NET Support issues - Reporting from deep inside Microsoft Developer Support

  - by Latest Microsoft Blogs

  Microsoft Developer Support or ("CSS" - Customer Support Services) is where you're sent within Microsoft when you've got problems. They see the most interesting bugs, thousands of issues and edge cases and collect piles of data. They Read More......(read more)

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• How do I repair the corrupted files found by sfc /scannow? "Windows Resource Protection found corrupt files but was unable to fix some of them."

  - by galacticninja

  After running chkdsk C: /F /R and finding out that my hard disk has 24 KB in bad sectors (log is posted below), I decided to run Windows 7's System File Checker utility (sfc /scannow). SFC showed the ff. message after I ran it: "Windows Resource Protection found corrupt files but was unable to fix some of them. Details are included in the CBS.Log windir\Logs\CBS\CBS.log." Since the CBS.log file is too large, I ran findstr /c:"[SR]" %windir%\Logs\CBS\CBS.log >"%userprofile%\Desktop\sfcdetails.txt" (as per Microsoft's KB 928228 article) to only get the log text pertaining to the corrupt files. (log is also posted below) How do I troubleshoot and repair the corrupted files mentioned by sfc /scannow? My OS is Windows 7, 64-bit. chkdsk log Checking file system on C: The type of the file system is NTFS. A disk check has been scheduled. Windows will now check the disk. CHKDSK is verifying files (stage 1 of 5)... 936192 file records processed. File verification completed. 25238 large file records processed. 0 bad file records processed. 4 EA records processed. 44 reparse records processed. CHKDSK is verifying indexes (stage 2 of 5)... 1051640 index entries processed. Index verification completed. 0 unindexed files scanned. 0 unindexed files recovered. CHKDSK is verifying security descriptors (stage 3 of 5)... 936192 file SDs/SIDs processed. Cleaning up 24 unused index entries from index $SII of file 0x9. Cleaning up 24 unused index entries from index $SDH of file 0x9. Cleaning up 24 unused security descriptors. Security descriptor verification completed. 57725 data files processed. CHKDSK is verifying Usn Journal... 36994248 USN bytes processed. Usn Journal verification completed. CHKDSK is verifying file data (stage 4 of 5)... 936176 files processed. File data verification completed. CHKDSK is verifying free space (stage 5 of 5)... 306238 free clusters processed. Free space verification is complete. Adding 1 bad clusters to the Bad Clusters File. Correcting errors in the Volume Bitmap. Windows has made corrections to the file system. 488282111 KB total disk space. 485595420 KB in 766458 files. 401856 KB in 57726 indexes. 24 KB in bad sectors. 1059863 KB in use by the system. 65536 KB occupied by the log file. 1224948 KB available on disk. 4096 bytes in each allocation unit. 122070527 total allocation units on disk. 306237 allocation units available on disk. Internal Info: 00 49 0e 00 81 93 0c 00 34 01 17 00 00 00 00 00 .I......4....... 6b 29 00 00 2c 00 00 00 00 00 00 00 00 00 00 00 k)..,........... 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 ................ sfc /scannow log (through findstr /c:"[SR]" %windir%\Logs\CBS\CBS.log >"%userprofile%\Desktop\sfcdetails.txt") Note: The full log is at http://pastebin.com/raw.php?i=gTEGZmWj . I've only quoted parts of the full log below (mostly from the last part), as the full log won't fit within the character limit for questions. I've added it to serve as a preview. ... 2013-12-28 19:37:50, Info CSI00000542 [SR] Beginning Verify and Repair transaction 2013-12-28 19:37:55, Info CSI00000544 [SR] Verify complete 2013-12-28 19:37:56, Info CSI00000545 [SR] Verifying 95 (0x000000000000005f) components 2013-12-28 19:37:56, Info CSI00000546 [SR] Beginning Verify and Repair transaction 2013-12-28 19:38:03, Info CSI00000548 [SR] Verify complete 2013-12-28 19:38:03, Info CSI00000549 [SR] Repairing 43 (0x000000000000002b) components 2013-12-28 19:38:03, Info CSI0000054a [SR] Beginning Verify and Repair transaction ... 2013-12-28 19:38:15, Info CSI00000730 [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:62{31}]"GroupPolicy-Admin-Gpedit-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI00000733 [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:30{15}]"frs-core-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI00000736 [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:26{13}]"gpmgmt-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI00000739 [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:74{37}]"MediaServer-ASPAdmin-Migration-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI0000073c [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:36{18}]"Ldap-Client-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI0000073f [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:38{19}]"iSNS_Service-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI00000742 [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:76{38}]"MediaServer-Multicast-Migration-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI00000745 [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:78{39}]"Kerberos-Key-Distribution-Center-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI00000748 [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:86{43}]"GroupPolicy-CSE-SoftwareInstallation-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI0000074b [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:28{14}]"ieframe-dl.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI0000074e [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:76{38}]"GroupPolicy-Admin-Gpedit-Snapin-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI00000751 [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:32{16}]"IPSec-Svc-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI00000754 [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:22{11}]"HTTP-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI00000757 [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:56{28}]"MediaServer-Migration-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI0000075a [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:26{13}]"GPBase-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI0000075d [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:38{19}]"IasMigPlugin-DL.man"; source file in store is also corrupted 2013-12-28 19:38:15, Info CSI00000760 [SR] Could not reproject corrupted file [ml:520{260},l:84{42}]"\??\C:\Windows\System32\migwiz\dlmanifests"\[l:50{25}]"International-Core-DL.man"; source file in store is also corrupted 2013-12-28 19:38:16, Info CSI00000762 [SR] Cannot repair member file [l:24{12}]"wbemdisp.dll" of Microsoft-Windows-WMI-Scripting, Version = 6.1.7600.16385, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch 2013-12-28 19:38:16, Info CSI00000763 [SR] This component was referenced by [l:202{101}]"Microsoft-Windows-Foundation-Package~31bf3856ad364e35~amd64~~6.1.7601.17514.WindowsFoundationDelivery" 2013-12-28 19:38:16, Info CSI00000766 [SR] Could not reproject corrupted file [ml:58{29},l:56{28}]"\??\C:\Windows\SysWOW64\wbem"\[l:24{12}]"wbemdisp.dll"; source file in store is also corrupted 2013-12-28 19:38:16, Info CSI00000768 [SR] Cannot repair member file [l:56{28}]"Microsoft.MediaCenter.UI.dll" of Microsoft.MediaCenter.UI, Version = 6.1.7601.17514, pA = PROCESSOR_ARCHITECTURE_MSIL (8), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch 2013-12-28 19:38:16, Info CSI00000769 [SR] This component was referenced by [l:176{88}]"Microsoft-Windows-MediaCenter-Package~31bf3856ad364e35~amd64~~6.1.7601.17514.MediaCenter" 2013-12-28 19:38:16, Info CSI0000076c [SR] Could not reproject corrupted file [ml:520{260},l:40{20}]"\??\C:\Windows\ehome"\[l:56{28}]"Microsoft.MediaCenter.UI.dll"; source file in store is also corrupted 2013-12-28 19:38:16, Info CSI0000076e [SR] Cannot repair member file [l:24{12}]"ReAgentc.exe" of Microsoft-Windows-WinRE-RecoveryTools, Version = 6.1.7601.17514, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch 2013-12-28 19:38:16, Info CSI0000076f [SR] This component was referenced by [l:202{101}]"Microsoft-Windows-Foundation-Package~31bf3856ad364e35~amd64~~6.1.7601.17514.WindowsFoundationDelivery" 2013-12-28 19:38:16, Info CSI00000772 [SR] Could not reproject corrupted file [ml:48{24},l:46{23}]"\??\C:\Windows\SysWOW64"\[l:24{12}]"ReAgentc.exe"; source file in store is also corrupted 2013-12-28 19:38:16, Info CSI00000774 [SR] Cannot repair member file [l:82{41}]"System.Management.Automation.dll-Help.xml" of Microsoft-Windows-PowerShell-PreLoc.Resources, Version = 6.1.7600.16385, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture = [l:10{5}]"en-US", VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch 2013-12-28 19:38:16, Info CSI00000775 [SR] This component was referenced by [l:266{133}]"Microsoft-Windows-Client-Features-Package~31bf3856ad364e35~amd64~en-US~6.1.7601.17514.Microsoft-Windows-Client-Features-Language-Pack" 2013-12-28 19:38:16, Info CSI00000778 [SR] Could not reproject corrupted file [ml:520{260},l:104{52}]"\??\C:\Windows\System32\WindowsPowerShell\v1.0\en-US"\[l:82{41}]"System.Management.Automation.dll-Help.xml"; source file in store is also corrupted 2013-12-28 19:38:16, Info CSI0000077a [SR] Cannot repair member file [l:18{9}]"hlink.dll" of Microsoft-Windows-HLink, Version = 6.1.7600.16385, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch 2013-12-28 19:38:16, Info CSI0000077b [SR] This component was referenced by [l:202{101}]"Microsoft-Windows-Foundation-Package~31bf3856ad364e35~amd64~~6.1.7601.17514.WindowsFoundationDelivery" 2013-12-28 19:38:16, Info CSI0000077e [SR] Could not reproject corrupted file [ml:48{24},l:46{23}]"\??\C:\Windows\SysWOW64"\[l:18{9}]"hlink.dll"; source file in store is also corrupted 2013-12-28 19:38:16, Info CSI00000780 [SR] Repair complete 2013-12-28 19:38:16, Info CSI00000781 [SR] Committing transaction 2013-12-28 19:38:19, Info CSI00000785 [SR] Verify and Repair Transaction completed. All files and registry keys listed in this transaction have been successfully repaired

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• AS11 Oracle B2B Sync Support - Series 1

  - by sinkarbabu.kirubanithi

  Synchronous message support has been enabled in Oracle B2B 11G. This would help customers to send the business message and receive the corresponding business response synchronously. We would like to keep this blog entry as three part series, first one would carry Oracle B2B configuration related details followed by 'how it can be consumed and utilized in an enterprise' using composites backed model. And, the last one would talk about more sophisticated seeded support built on Oracle B2B platform (Note: the last one is still in description phase and ETA hasn't been finalized yet). Details: In an effort to enable synchronous processing in Oracle B2B, we provided a platform using the existing 'callout' mechanism. In this case, we expect the 'callout' attached to the agreement to deliver incoming business message (inbound) to back-end application and get the corresponding business response from back-end and deliver it to Oracle B2B as its output. The output of 'callout' would be processed as outbound message and the same will be attached as a response for the inbound message. Requirements to enable Sync Support: Outbound side: Outbound Agreement - to send business message request Inbound Agreement - to receive business message response Inbound side: Inbound Agreement - to receive business message request Outbound Agreement - to send business message response Agreement Level Callout - to deliver the inbound request to back-end and get the corresponding business response This feature is supported only for HTTP based transport to exchange messages with Trading Partners. One may initiate the outbound message (enqueue) using any of the available Transports in Oracle B2B. Configuration: Outbound side: Please add "syncresponse=true" as "Additional Transport Header" parameter for remote Trading Partner's HTTP delivery channel configuration. This would enable Oracle B2B to process the HTTP response as inbound message and deliver the same to back-end application. All other configuration related to Agreement and Document setup remain same. Inbound side: There is no change in Agreement and Document setup. To enable "Sync Support", you need to build a 'callout' that takes the responsibility of delivering inbound message to back-end and get the corresponding business response from the back-end and attach the same as its output. Oracle B2B treats the output of 'callout' as outbound message and deliver it to Trading Partner as synchronous HTTP response. The requests that needs to processed synchronously should be received by "syncreceiver" (http://:/b2b/syncreceiver) endpoint in Oracle B2B. Exception Handling: Existing Oracle B2B exception handling applies to this use case as well. Here's the sample callout, SampleSyncCallout.java We will get you second part that talks about 'SOA composites' backed model to design the "Sync Support" use case from back-end to Trading Partners, stay tuned.

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• KB Articles on My Oracle Support

  - by Anthony Shorten

  My Oracle Support is a valuable resource for product information and how to's. It is not just about bug fixes and service packs. To find articles pertaining to any Oracle Utilities product you logon to My Oracle Support (your DBA shoud have access at least) and use the following path to Navigate to the articles: Knowledge - More Applications - Industry Solutions - Utilities You are then presented with a list of products, just select the one that you are interested in. You are then pressented with a list of articles available (25 per page). You can also search on keywords for articles. Here is a list of ones I find useful (with KB ID in []): Customer Care and Billing V2.2.0 Unix Installation Questions [ID 844645.1] Known Framework (FW) Errors [ID 783823.1] Weblogic 10 MP2 CCB Support Question [ID 1119383.1] CCB v2.2.0 Performance Problem Under Heavy Concurrent User Load [ID 808233.1] - This is a description of a patch for performance What Is The Meaning Of The TRUE And FALSE Setting For REL_CBL_THREAD_MEM Within OUAF For Oracle Utilities CCB, BI & ETM [ID 783444.1] Oracle Utilities Framework Support Utility [ID 1079640.1] How to customize XAI error messages? [ID 1061394.1] Oracle Utilities Application Framework - Patch Installation [ID 974985.1] Action Plan for Creating a Weblogic Custom Authentication Provider [ID 954417.1] How to set up XAI service on multiple servers to provide redundancy? [ID 854215.1] The first one is very useful and answer lots of how to questions for installation.

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• Get Proactive: automatischer Support bietet Vorteile

  - by A&C Redaktion

  „Proaktiv“, das bedeutet soviel wie: handeln statt abwarten, Initiative statt Reaktion. So möchte auch die Aktion „Get Proactive“ für Oracle Premier Support Kunden einen vorausschauenden, offensiven Umgang mit Support-Fällen fördern. Die automatisierte Unterstützung der Systeme, die Oracle Partner und Kunden einen deutlichen Vorsprung vor der Konkurrenz verschaffen kann, umfasst drei Bereiche: Sie heißen Prevent, Resolve und Upgrade. „Prevent“ umfasst alle Maßnahmen der Vorsorge: Deren Ziel ist es, ein mögliches Problem aufzudecken und zu lösen, noch bevor es es sich negativ auswirkt. So können beispielsweise produktbezogene Security Alerts zugeschickt werden, ebenso auf das jeweilige System zugeschnittene Patch-Empfehlungen und Risiko-Warnungen. „Resolve“ steht für den Anspruch, auftretende Probleme schneller und zielgerichtet zu lösen. Notwendig sind dafür die passenden Diagnosetools und -maßnahmen. Spezifische Informationen für individuelle Systeme stehen im Product Information Center zur Verfügung. Zudem helfen Auto-Detect-Werkzeuge dabei, Lösungen für bekannte Probleme zu finden. Wertvolle Hinweise bieten auch die Partner und User in der Online Support Community und natürlich die umfangreiche Wissensbasis in MOS. „Upgrade“ bündelt, wie der Name schon sagt, Schritte zur Risikominimierung durch Unterstützung beim Upgrade. Jeder kann dabei selbst die jeweilige Umgebung auf zertifizierte Produkte prüfen. Tipps und Tricks verrät der Upgrade Advisor mit Best Practices für verschiedenste Produkte, Prozesse und Versionen. Der Patch- und Upgrade-Plan erleichtert die Systemupgrade-Planung. Detaillierte Informationen finden Sie auf den Oracle-Support-Webseiten – geben Sie einfach „Get Proactive“ in die Suchmaske ein.

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• IE6 Support - When to drop it? [closed]

  - by Scott Brown

  Possible Duplicate: Should I bother supporting IE6? I'm thinking about IE6 support and when to give up on it. Do you have a percentage of total visitors figure in mind for when to drop support? Would you let a trend develop past this figure or are you just going take the first opportunity? I've seen a 44% drop in IE6 visitors in the past 12 months from 23%(ish) of visitors down to 13%(ish). Even if it was 5% it still seems too early to drop support to me (it's still 1 in every 20 users). What are people's thoughts on this?

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• Verizon Business Delivers New Sales and Support Tools

  - by michael.seback

  Verizon Business Delivers New Sales and Support Tools and Improves System Performance by 35% Verizon Business, a unit of Verizon Communications, is a global leader in communications and IT solutions. With one of the world's most connected internet protocol networks, Verizon Business delivers communications, IT, security, and network solutions to many of the largest businesses and governments. ..."Our work with Accenture to upgrade our Oracle systems has improved system performance significantly. In a recent survey, 84% of users said performance was 'faster' or 'much faster.' Plus, our sales and support staff have new tools to improve productivity and customer service, which ultimately drives customer retention and revenue." - Rob Moore, Director Verizon Business ...Read more.

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• Product Support Webcast for Existing Customers: WebCenter Content 11.1.1.8 Overview and Support Information

  - by John Klinke

  Register for our upcoming Advisor Webcast 'WebCenter Content 11.1.1.8 Overview and Support Information' scheduled for 11am Eastern, November 21, 2013 (10am Central, 9am Mountain, 8am Pacific, 17:00 Europe Time (Paris, GMT+01:00)).This 1-hour session is recommended for technical and functional users who have installed or plan to upgrade to WebCenter Content 11.1.1.8 or would just like more information on the latest release.Topics will include: Overview of new features and enhancements Installation of the new WebCenter Content web UI Upgrading from older WebCenter Content versions Support issues including latest patches Roadmap of proposed additional features Make sure you register and mark this date on your calendar. Register at: https://oracleaw.webex.com/oracleaw/onstage/g.php?d=590991341&t=aOnce the host approves your request, you will receive a confirmation email with instructions for joining the call on November 21st.

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• Finding it Hard to Deliver Right Customer Experience: Think BPM!

  - by Ajay Khanna

  Our relationship with our customers is not a just a single interaction and we should not treat it like one. A customer’s relationship with a vendor is like a journey which starts way before customer makes a purchase and lasts long after that. The journey may start with customer researching a product that may lead to the eventual purchase and may continue with support or service needs for the product. A typical customer journey can be represented as shown below: As you may notice, customers tend to use multiple channels to interact with a company throughout their journey.  They also expect that they should get consistent experience, no matter what interaction channel they may choose. Customers do not like to repeat the information they have already provided and expect companies to remember their preferences, and offer them relevant products and services. If the company fails to meet this expectation, customers not only will abandon the purchase and go to the competitor but may also influence others’ purchase decision. Gone are the days when word of mouth was the only medium, and the customer could influence “Six” others. This is the age of social media and customer’s good or bad experience, especially bad get highly amplified and may influence hundreds of others. Challenges that face B2C companies today include: Delivering consistent experience: The reason that delivering consistent experience is challenging is due to fragmented data, disjointed systems and siloed multichannel interactions. Customers tend to get different service quality if they use web vs. phone vs. store. They get different responses from different service agents or get inconsistent answers if they call sales vs. service group in the company. Such inconsistent experiences result in lower customer satisfaction or NPS (net promoter score) numbers. Increasing Revenue: To stay competitive companies frequently introduce new products and services. Delay in launching such offerings has a significant impact on revenue realization. In addition to new product revenue, there are multiple opportunities to up-sell and cross-sell that impact bottom line. If companies are not able to identify such opportunities, bring a product to market quickly, or not offer the right product to the right customer at the right time, significant loss of revenue may occur. Ensuring Compliance: Companies must be compliant to ever changing regulations, these could be about Know Your Customer (KYC), Export/Import regulations, or taxation policies. In addition to government agencies, companies also need to comply with the SLA that they have committed to their customers. Lapse in meeting any of these requirements may lead to serious fines, penalties and loss in business. Companies have to make sure that they are in compliance will all such regulations and SLA commitments, at any given time. With the advent of social networks and mobile technology, companies not only need to focus on process efficiency but also on customer engagement. Improving engagement means delivering the customer experience as the customer is expecting and interacting with the customer at right time using right channel. Customers expect to be able to contact you via any channel of their choice (web, email, chat, mobile, social media), purchase via any viable channel (web, phone, store, mobile). Customers expect companies to understand their particular needs and remember their preferences on repeated visits. To deliver such an integrated, consistent, and contextual experience, power of BPM in must. Your company may be organized in departments like Marketing, Sales, Service. You may hold prospect data in SFA, order information in ERP, customer issues in CRM. However, the experience delivered to the customer must not be constrained by your system legacy. BPM helps in designing the right experience for the right customer and integrates all the underlining channels, systems, applications to make sure right information will be delivered to the right knowledge worker or to the customer every single time.     Orchestrating information across all systems (MDM, CRM, ERP), departments (commerce, merchandising, marketing service) and channels (Email, phone, web, social)  is the key, and that’s what BPM delivers. In addition to orchestrating systems and channels for consistency, BPM also provides an ability for analysis and decision management. By using data from historical transactions, social media and from other systems, users can determine the customer preferences, customer value, and churn propensity. This information, in the context, is then used while making a decision at a process step. Working with real-time decision management system can also suggest right up-sell or cross-sell offers, discounts or next-best-action steps for a particular customer. Timely action on customer issues or request is also a key tenet of a good customer experience. BPM’s complex event processing capabilities help companies to take proactive actions before issues get escalated. BPM system can be designed to listen to a certain event patters then deduce from those customer situations (credit card stolen, baggage lost, change of address) and do a triage before situation goes out of control. If such a situation arises you can send alerts to right people or immediately invoke corrective actions. Last but not least one of BPM’s key values is to drive continuous improvement. Learning about customers past experiences, interactions and social conversations, provide valuable insight. Such insight can be used to improve products, customer facing processes, and customer experience. You may take these insights as an input to design better more efficient and customer friendly sales, contact center or self-service processes. If customer experience is important for your business, make sure you have incorporated BPM as a part of your strategy to design, orchestrate and improve your customer facing processes.

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• "Language support" icon missing in System Settings

  - by dusan

  The "Language Support" icon from the System settings has disappeared: (Also I can't find it from Dash) The last thing I've done was changing the keyboard input method system to "ibus". I tried to execute gnome-control-center directly in the command line, expecting to see errors in the output, but there is no console output. Where can I start looking for the cause? Can I call the "Language Support" option directly from command line?

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• Oracle RightNow CX for Good Customer Experiences

  - by Andreea Vaduva

  Oracle RightNow CX is all about the customer experience, it’s about understanding what drives a good interaction and it’s about delivering a solution which works for our customers and by extension, their customers. One of the early guiding principles of Oracle RightNow was an 8-point strategy to providing good customer experiences. Establish a knowledge foundation Empowering the customer Empower employees Offer multi-channel choice Listen to the customer Design seamless experiences Engage proactively Measure and improve continuously The application suite provides all of the tools necessary to deliver a rewarding, repeatable and measurable relationship between business and customer. The Knowledge Authoring tool provides gap analysis, WYSIWIG editing (and includes HTML rich content for non-developers), multi-level categorisation, permission based publishing and Web self-service publishing. Oracle RightNow Customer Portal, is a complete web application framework that enables businesses to control their own end-user page branding experience, which in turn will allow customers to self-serve. The Contact Centre Experience Designer builds a combination of workspaces, agent scripting and guided assistances into a Desktop Workflow. These present an agent with the tools they need, at the time they need them, providing even the newest and least experienced advisors with consistently accurate and efficient information, whilst guiding them through the complexities of internal business processes. Oracle RightNow provides access points for customers to feedback about specific knowledge articles or about the support site in general. The system will generate ‘incidents’ based on the scoring of the comments submitted. This makes it easy to view and respond to customer feedback. It is vital, more now than ever, not to under-estimate the power of the social web – Facebook, Twitter, YouTube – they have the ability to cause untold amounts of damage to businesses with a single post – witness musician Dave Carroll and his protest song on YouTube, posted in response to poor customer services from an American airline. The first day saw 150,000 views and is currently at 12,011,375. The Times reported that within 4 days of the post, the airline’s stock price fell by 10 percent, which represented a cost to shareholders of $180 million dollars. It is a universally acknowledged fact, that when customers are unhappy, they will not come back, and, generally speaking, it only takes one bad experience to lose a customer. The idea that customer loyalty can be regained by using social media channels was the subject of a 2011 Survey commissioned by RightNow and conducted by Harris Interactive. The survey discovered that 68% of customers who posted a negative review about a holiday on a social networking site received a response from the business. It further found that 33% subsequently posted a positive review and 34% removed the original negative review. Cloud Monitor provides the perfect mechanism for seeing what is being said about a business on public Facebook pages, Twitter or YouTube posts; it allows agents to respond proactively – either by creating an Oracle RightNow incident or by using the same channel as the original post. This leaves step 8 – Measuring and Improving: How does a business know whether it’s doing the right thing? How does it know if its customers are happy? How does it know if its staff are being productive? How does it know if its staff are being effective? Cue Oracle RightNow Analytics – fully integrated across the entire platform – Service, Marketing and Sales – there are in excess of 800 standard reports. If this were not enough, a large proportion of the database has been made available via the administration console, allowing users without any prior database experience to write their own reports, format them and schedule them for e-mail delivery to a distribution list. It handles the complexities of table joins, and allows for the manipulation of data with ease. Oracle RightNow believes strongly in the customer owning their solution, and to provide the best foundation for success, Oracle University can give you the RightNow knowledge and skills you need. This is a selection of the courses offered: RightNow Customer Service Administration Rel 12.02 (3 days) Available as In Class and Live Virtual Class (Release 11.11 is available as In Class, Live Virtual Class and Training On Demand) This course familiarises users with the tasks and concepts needed to configure and maintain their system. RightNow Customer Portal Designer and Contact Center Experience Designer Administration Rel 12.02 (2 days) Available as In Class and Live Virtual Class (Release 11.11 is available as In Class, Live Virtual Class and Training On Demand) This course introduces basic CP structure and how to make changes to the look, feel and behaviour of their self-service pages RightNow Analytics Rel 12.02 (2 days) Available as In Class, Live Virtual Class and Training On Demand (Release 11.11 is available as In Class and Live Virtual Class) This course equips users with the skills necessary to understand data supplied by standard reports and to create custom reports RightNow Integration and Customization For Developers Rel 12.02 (5-days) Available as In Class and Live Virtual Class (Release 11.11 is available as In Class, Live Virtual Class and Training On Demand) This course is for experienced web developers and offers an introduction to Add-In development using the Desktop Add-In Framework and introduces the core knowledge that developers need to begin integrating Oracle RightNow CX with other systems A full list of courses offered can be found on the Oracle University website. For more information and course dates please get in contact with your local Oracle University team. On top of the Service components, the suite also provides marketing tools, complex survey creation and tracking and sales functionality. I’m a fan of the application, and I think I’ve made that clear: It’s completely geared up to providing customers with support at point of need. It can be configured to meet even the most stringent of business requirements. Oracle RightNow is passionate about, and committed to, providing the best customer experience possible. Oracle RightNow CX is the application that makes it possible. About the Author: Sarah Anderson worked for RightNow for 4 years in both in both a consulting and training delivery capacity. She is now a Senior Instructor with Oracle University, delivering the following Oracle RightNow courses: RightNow Customer Service Administration RightNow Analytics RightNow Customer Portal Designer and Contact Center Experience Designer Administration RightNow Marketing and Feedback

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• What is a good support knowledge base tool?

  - by Guillaume

  I have been searching for a tool to help my team organize its knowledge for resolving recurring support cases. I know this question will probably be closed, but I'll try my change anyway because I know that I can have some good answers about that. Context: our team is developing and supporting an huge applications (lots of different screens and workflow processes. We already have a good tool for managing our documentation, but we are struggling with support cases. Support action involve often quite a lot of manual steps to fix stuff and the knowledge for these actions is more 'oral transmission' than modern tools. We need an efficient way to store them in a knowledge base to be able to retrieve similar cases based on patterns (a stacktrace, an error message, a component name, a workflow step, ...) and ranked by similarity. Our wiki search is not very powerful when it come to this kind of search and the team members don't want to 'waste' time writing a report that will never be found... Do you know efficient knowledge base tool for this kind of use case ?

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• Oracle ties social, CRM, analytics products to customer experience

  - by Richard Lefebvre

  Oracle will embark on a new product strategy that centers on customer experience management, an approach driven by the company’s many recent acquisitions.  The new approach, announced by the company Monday night, will be seen in an expansive suite that features familiar Oracle products -- such as its Fusion CRM platform -- and offerings the company recently gained through acquisitions, including FatWire, RightNow and Vitrue. Billed as Oracle Customer Experience (CX), the suite enables businesses to respond to a market centered on the customer experience, said Anthony Lye, the company’s senior vice president of CRM. Companies “are very aware their products are commoditizing,” Lye said in an interview last week, referring to how the Web and social media channels have empowered customers. Customer experiences start and mature outside of CRM, and applications today need to reflect that shift, Lye said. Businesses thus need to step away from a pure CRM model, he said. Oracle claims CX will improve customer experience management by connecting businesses with customers across Web sites and social channels. Companies can create a single, real-time view of the customer and use predictive analytics of interactions to strengthen the customer experience, Oracle said. “Companies have to connect with their customers wherever, whenever and however they want,” Lye said. “They have to know and understand their customer.” Lye promoted Oracle CX as a suite that will work across channels to complement the company’s applications. A new strategy has been “cooking” for years now, but the acquisitions Oracle has made over the past two years made the time right for a “unique collaboration,” Lye said. CX includes basic Oracle CRM solutions such as Siebel and the new Fusion Apps. It also includes the company’s MDM products, Enterprise Data Quality, Customer Hub and Product Hub. And the suite is rounded out by the services that Oracle recently bought, transactions that created or enhanced the company’s presence in social, marketing, e-commerce and customer service. For instance, FatWire provides tools for marketing. ATG focuses on e-commerce. And RightNow specializes in customer service. Two recent acquisitions -- Collective Intellect and Vitrue -- gave Oracle a seat at the social table. Collective Intellect is a social intelligence program, and Vitrue is a social marketing and engagement platform. Those acquisitions have yet to be finalized. Oracle hopes to eventually integrate the two social offerings, as well as most of the other services, into the CX suite. CX can integrate on Oracle’s standard middleware, and can give users a lower TCO by leveraging it as a single stack on premise or as a cloud solution. Lye deferred questions about the pricing of CX, and instead pitched Oracle’s ability to offer multiple customer experience solutions in one suite. Businesses have struggled with the complexity of infrastructure and modern services that communicate with customers, Lye said. “They’ve struggled to pull all these things together. We’ve done that,” he said. Stephen Powers, a research director at Forrester Research Inc. in Cambridge, Mass., said it’s not surprising for Oracle to offer the CX suite and a related customer experience strategy.  “They’ve got CRM, ATG, FatWire. Clearly, it’s been the strategy for them,” he said. But the challenge for Oracle, and for any other vendor that has gone on an “acquisition spree,” is to connect its many products, Powers said. “The portfolio has to be more than the parts. They’ve got to realize the efficiencies and value of having these pieces to tie them together,” he said. “The proof is in the pudding. Adobe has done a nice job in its space with the products they’ve got. Now, Oracle has got to show it has something.” Albert McKeon (SearchCRM) Published: 25 Jun 2012 : http://searchcrm.techtarget.com/news/2240158644/Oracle-ties-social-CRM-analytics-products-to-customer-experience

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