Comments

  • Marie Lockhart

    Brian and Richard,

    I hope you are both doing well today. I followed up on this post with our cloud operations team and asked them about your post. They provided context for me to give you about the time it's taking to receive an SER (Service Exception Report) https://cx.rightnow.com/app/answers/detail/a_id/2591/kw/SER

    "Richard and Brian - Thank you for you feedback and we apologize for the experience you have had related to variable Service Exception Report (SER) delivery time frames .  Your honesty is truly valued.  We also have also internally recognized the delay in getting SERs through the process and delivered in a timely manner.  We recognize the value of these reports and have been striving to improve both the content of the SER as well as the SER delivery process.   We recently implemented some internal process change within the greater Cloud Operations orgnization as of July 7th, 2016 specifically geared toward improving the throughput on this process.  We have observed improvements with other Oracle Cloud properties and have full expectation to see similar results with the Oracle Service Cloud property. - Cloud Operations Team"

    Please let me know if there is anything else we can help you with.  Please also feel free to contact support directly through our support feedback button on the support portal, top left hand. (Attached screen shot) We respond to every item submitted for feedback on you support experience. Thanks.

    Marie Lockhart | Director, Global Product Support | OSvC, Knowledge Advance, Co-Browse, Oracle Field Service | +1.406.414.8472, +1.406.570.0282

    @cxsupportlady

    Stay Connected to the Oracle Service Cloud Support Team: The Support Experience  Twitter

    Oracle Service Cloud Technical Support

     

  • Marie Lockhart

    Hi Scott,

    Happy New Year from Technical Support.  We noticed your post in the forum and did some investigation into the SR that was submitted.  If you don't mind taking a minute, I'd like to share some generic information around customization work and support of it, as this is often frustrating and confusing for customers and we're spending some time updating answers and documentation around this very thing in order to reduce some of that frustration.  Also you'll see a blog coming out about it soon.

    Oracle Technical Support tries very hard to provide product support to our customer base across the board.  That said, often the best support Oracle can provide for implementation, troubleshooting, and maintenance of custom code comes from our Oracle Consulting Services team.  This is largely because Technical Support's focus is first and foremost on defect remediation, not on code debugging and active troubleshooting.  This delineation is simply meant to keep each team laser focused on what they do best (so as to better serve our customers).  When a customer comes to us looking for help with a customization, what we try to do right off the bat is determine if the SR is better handled by our implementation/development specialists in OCS or here in Technical Support as a defect investigation.  Within Tech Support we've developed some standards that allow us to make this determination as quickly as we can.  The most important standard is a hello-world type example of the behavior.  This is by far the easiest way for a developer to demonstrate a product issue; thus allowing for Tech Support to take ownership of the product (defect) investigation.  By default, when a customer comes to us looking for general support in a recently developed, in progress, or non-debugged customization we assume that implementation assistance is the best route to get you the help you really need.  This is because you are not troubleshooting the product, but rather your specific implementation/code.  Again, this is not saying that Oracle is not interested in assisting, but rather getting you to the correct resources that can assist, while ensuring that each team is focused on what they should be focused on.  Specifically for add-ins (complicated to debug code) which is what you are working with, a hello world example of defective product functionality would be:

    1. proof-of-concept test add-in code we can insert in a environment on our side demonstrating the issue
    2. The addin must be distilled down into a consumable form, that is demonstrating and isolates the actual bug

    If you however would like a collaborative troubleshooting session of the code, that type of assistance can be had through consulting.  Which it appears you contacted them right away to work the issue with you. These are the folks you can give your code to and ask them for assistance in troubleshooting your code.  We usually tell our customers and partners who are writing add-ins to write logs for your addin code to assist you in your troubleshooting process.

    Based on what we see in the SR what you are describing as any add-in or any step in the workflow prior to loading the workspace on 15.5 would have been found and addressed in a service pack by now.  We are not saying that it’s not possible that there is a defect.  There could be a defect but we believe something in the addin is triggering the issue.  If you want support to take a look, you can submit an SR, keeping in mind the above 2 items I listed and we’ll investigate it.  If however you need the collaboration to get the two items above, then your SR being in consulting is the correct place.  Alternatively as I had mentioned if you have not written logs for the add-ins you can also do this to see where the code is failing which will help you troubleshoot your code.

    I hope this information is helpful.  

    Thanks 

    Marie Lockhart, CSM | Director, Global Product Support Oracle Service Cloud| +1.406.414.8472| +1.406.570.0282

    Oracle Service Cloud Technical Support Center - USA

    Technical Support toll free: US 1.800.806.6592

    Other Region toll free: login and see http://cx.rightnow.com/app/answers/detail/a_id/1573

  • Marie Lockhart

    Kyle,

    I am so sorry I was out sick yesterday.  Thanks for the feedback and the help to preview what we've done.  Talk to you soon.

    Thanks

    Marie

  • Marie Lockhart

    Hello everyone!

    I hope everyone is having a good Friday and looking forward to their weekend.  I wanted to stop in to let you know our redesign of the SR submission process is under way.  However, while we are in the process of the redesign we have removed all of the information and clicks that were standing in the way of your SR submission process.  When the redesigned pages are released, we will still provide information to you but you will be able to choose when to look for that information and it will not stand in the way of your SR submission process.  We should have a sneak peak for everyone in a couple of weeks on where we're headed and you can provide some feedback.  Thank you for your patience with us and for your continued dedication to providing feedback that improves your experience.  

    Thanks

    Marie

  • Marie Lockhart
     
    
    Kyle,
    
    I can appreciate the frustration on your end and I also appreciate the suggested change. Thank you. As I mentioned before we were not trying to force customers to help our process on the backend.  We are trying to direct to the correct places so there is less delay for you, and to gather data up front that will allow us to resolve your issues faster.  Obviously if you are not able to figure out what to do, where to go, or to get the issue submitted, we've failed.  We are addressing it.  Please give us some time to get the changes made and in place.  We are also monitoring the idea lab for suggested changes to the site in order to incorporate some of those as well.
    
    I am sorry you are having this experience and I promise we'll address it for you.
    
    Thanks again for your ideas and commentary.  
    
    Marie
    
  • Marie Lockhart
     
    
    Kyle,
    
    I am so sorry you are having such a frustrating experience.  We typically do not need a screen shot for enablement requests.  If you are working through VCIO self service and have an issue with the VCIO self service, simply submit it on the enablement form sans screen shot.  It will be direct routed to our enablement team and they will work with cloud operations and you to help iron out the issue.  If you are not using VCIO self service for the vhost name change, I've included  a screen shot of answer 5930 for you.  There are instructions attached to that answer to walk you through the process if you need those. You can search for answer 5930 to get the attachment.
    
    Thanks
    
    Marie
    
    
  • Marie Lockhart

    Kyle,

    Thank you for the inquiry and the opportunity to continue to discuss the site changes and the feedback on those.  When you were on the page to select the nature of the issue, i.e. functionality/how to, application issue, consulting, or enablement, you selected application issue. Defined below the buttons and in a "hover" as:  "something is not right:a feature in my site is not working as expected and I would like to submit a service request about it".  When you select this you are taken to the selection above. An application issue would indicate a break/fix issue on the product.  However the question you are wanting to ask is an enablement / provisioning question.  So instead of selecting application issue you would select enablement.  This is defined under the button and in hover as: I recently purchase a feature or additional service and I need it enabled on my site. Ex: new interfaces, features, mailboxes, etc. Although you are wanting to change something you purchased so we'll be sure to include that in our definitions going forward.

    However in the case of changing your vhost name, that is a self service action done through VCIO.  There is a knowledge article on this if you search the knowledgebase. 

    There will be changes coming to the site by mid April to help your navigation and knowledge searches and also to eliminate clicks. You will start to see some of them trickle in over the next month.

    Thanks again for your question, I hope my answer was helpful.  As always, thank you very much for the feedback and questions so that we can address your concerns on the site with changes.

    Marie

     

  • Marie Lockhart

    Alexander and Toby,  

    We also hear your concerns loud and clear.  Please do have a read through the intention behind the redesign.  I know that at first blush it appears we are trying to make it convenient for our support team, in the end the results should be that we are able to solve the issues faster.  An example is a recent submission from a customer who thought there was an issue with their API but they submitted the SOAP envelope on one of our forms for customization when they submitted their ticket and we were able to resolve the issue in 2 hours.  This is because the issue was actually a ROQL query being black listed.  Due to having that information from the SOAP envelope we could quickly address the issue rather than having to go back to the customer to gather that, thereby delaying our ability to support that customer.  Our intention is to provide a faster resolution not complicate things for you.Alexander we are definitely redesigning to make it easier to get to the correct place and form.  We understand that there is some confusion around what to select and will be addressing that soon.

    Thank you for your feedback.  I'll give it to our team for our continued redesign.

    Marie

  • Marie Lockhart

    Kyle,

    Thank you for the additional details where the forms have not been updated properly with the information you already provided.  We will fix this issue.  If there are other technical issues like this you can provide the through site feedback directly rather than submitting a ticket.  Also I understand that you feel the pop up for the survey on our site is annoying.  This actually helps us understand exactly how much we are deflecting and gives us better statistics in comparing if we are missing tickets from customers who maybe have had their session interrupted by something and have not submitted the ticket they intended.  I'd be happy to speak with you about any of these concerns or frustrations if you like.  Just let me know.  I do think when we are able to remodel the site fully, although in steps, you will find the experience better than the previous support experience and resolution times.  As always it is our pleasure to get your feedback and to allow us to address your concerns.

    Thanks again,

    Marie

  • Marie Lockhart

    Hi Kyle,

     

    Thank you for your honest feedback. I apologize that you are finding the submission of tickets to be cumbersome and aren’t liking the process for getting it submitted.  I know it seems like quite a few clicks and then you have to fill out a form. I feel your pain. To be honest, I’m one of those people that call support and get frustrated, because my problem is never a choice and can’t be helped by automation. Let me assure you that we are not trying to create that sort of experience. To help explain the changes, I’d like to talk about the use case and mention some upcoming improvements to support experience, with the thought in mind of answering your question around use case and commentary about this existing on a CRM provider site. 

     

    First though, we recognize more external communications should accompany these sorts of changes. To that end, we’re hiring staff to manage proactive communications and training to our customers and partners.

     

    Let’s talk about the use case for our changes and the specifics around the incident submission itself.  We have been using pretty much the same incident submission form for years, so this is a major change.  It is a big step towards helping our customers and agents take full advantage of the solution.  Just like our customers, get ROI by using our solution to support their own customers, we also get ROI by using our solution to its fullest extent. We are deflecting issues that can be self-served, and routing specific types of issues to the correct place without too many hands touching the ticket before it makes it to expertise. These are things for which all of our customers use our solution.   There are other changes— small and big alike—planned for the Support site. Again, we are working to put more training and information in place to help customers with other major changes.

     

    In terms of the increase in # of clicks and steps, I’ll break down the three major changes and provide some insight into the rationale that shaped these changes:  

     

    • We took a few things that used to be in a generic form drop-down selection and made them button clicks.  When you log in, we know who you are and what sites are associated to your org/contact record.  So we are presenting them up front--“Which site – click”  “which interface – click,” instead of filling this info out in a drop-down field.  However, drop-down menus, mice scrolling, and free form text fields increase the likelihood of entry errors (e.g. a mouse scrolled and selected the wrong interface, typed wrong). Having items selected correctly gives our support agent a leg up on having the right site on which to work.  

     

    • Then you click the area of the product (where the symptom is showing) and some specifics to that product area.  This is a departure from the drop-down product tree, but by making these selections, we can present customized forms for each area of the product.  Once you get to the forms, you will start to notice the forms are now very different from each other. We are collecting information at the point of contact with this form (and in the previous clicks) to be able to solve your issue faster.  It does take a bit more time on the customer’s part to provide all of this up front, but doing so allows us to provide an answer faster or start to work when we get the ticket as opposed to having to come back to collect more info to begin to do work. Also depending on your answers to our questions in the forms, we may determine that the area of the product you originally selected is really not the issue and maybe it’s environment or customization, or a different area. The other reason for the specific fields in the forms is so we can route your tickets better.  For example, we now route customization issues directly to the customization team, and it bypasses first responders.  We will be doing more of this as we build on what we’ve started and perfect the forms over time, so we can either deliver an answer right away or start troubleshooting without having to come back to you for more information. 

     

    • After you’ve selected a few things and typed in your subject, we’re showing you a list of the last 10 incidents that have been submitted by your organization to ensure duplicates aren’t being submitted and to give the submitter the opportunity to open the existing ticket and add to it, if one exists.  This helps reduce duplicate incidents about the same issue in the same organization and helps us address issues faster.  The other deflection pieces are the pulling in service exception or utility failures currently in progress, as well as offering community posts and knowledge articles to be reviewed for the subjects being entered. Since you are an advanced user of the product, this may be annoying as you’ve most likely already been to the community and the knowledgebase and just need to get us a ticket for a technical issue that’s going on.  However, the majority of our users do not use the community or the knowledgebase to the extent that it can be used, or at all.  This was our first step to reorganize the site and present data that customers can choose to work with more quickly (like the community or knowledgebase) than submitting a ticket for self-help information.  We realize this design doesn’t address our more advanced users, but we have a project planned to differentiate this experience based on a customer’s experience level.

     

    If you have more questions about this, I’d be happy to talk to you about it any time you like, and as always, we appreciate your feedback and suggestions as we make adjustments to your user experience and showcase our solution’s capabilities. 

     

    Thanks,

    Marie

     

     

    Marie Lockhart, CSM | Director, Global Product Support Oracle Service Cloud| +1.406.414.8472| +1.406.570.0282

    Oracle Service Cloud Technical Support Center - USA

    Technical Support toll free: US 1.800.806.6592

    Other Region toll free: login and see http://cx.rightnow.com/app/answers/detail/a_id/1573    

  • Marie Lockhart

     

    jequita1 said:

    I have purchased a new module and coaching on config, this kicked off an incident and then a response saying sorry you didn't buy Professional Services?  No other incidents to comment on.

     

    The one killing us and that has the Vice President requesting I turn OFF his support account is the repeated connectivity issues with our sites over the past couple of weeks. I too continue to receive site degradation notices where performance and access have been been affected over and over and over!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

     If you do not want to receive notifications, you can opt out in VCIO. This link gives more details.  

    http://communities.rightnow.com/posts/6e20f7a130#.T8dtxHRG4dg.mailto

    The Service Exception issues should be resolved at this time.  If you are experiencing any other issues please submit an incident so we can work through any issue with you. 

    Thanks

    Marie

  • Marie Lockhart

    Antti,

    I sent you an email regarding the Organization your account is associated with.  Please have the Primary Support contact for your Partner Org, set up a contact for you on the main organization.  If you have further questions about how to get this done from the documentation I sent, please respond to my email and let me know so that we can help you work out the issues.

    Thanks

    Marie

  • Marie Lockhart

    Antti,

    Thank you for your comments.  Our processes have not changed as a result of the aquistion.  I checked on the incidents in question and they are being worked on.

    Please let us know if you need further assistance with anything, our support number is listed for your region in answer ID 1573.

    Marie

  • Marie Lockhart

    Kyle,

     

    If you find some that are not deleted, please let us know so that we can make sure they are getting deleted and coach anyone who is not doing so. 

     

    Thanks!!!

  • Marie Lockhart

    Posting to all questions about cloned accounts and RNTACCESS accounts:

    Hi Everyone!

     

    Currently the removal of cloned accounts is a manual process, and this is unfortunately inadvertently overlooked at times.  We are looking to automate the removal process in the future.  In the meantime, if you see unwanted cloned accounts (the ones with _rnt) in your list of Staff Accounts, you are welcome to delete them, or submit an incident to Technical Support, and we will remove them.   However, the ‘rntaccess’ account is not a cloned account.  If you see it in your list of Staff Accounts, it should not be deleted.  It is a standard account, with limited privileges, that is added and removed when needed by Customer Care agents for troubleshooting issues submitted in regards to your site.  It is a common account that can be added and removed to and from any hosted site, for the purposes of troubleshooting.  Without this account Customer Care would not be able to access hosted sites to troubleshoot submitted incidents.   

    The patch mentioned in the quoted incident, includes the hiding of this account, to prevent it from being confused with other staff accounts, as deletion of this account from the GUI, causes sequencing issues with Staff Accounts and Groups in the database.  If you have further questions or concerns regarding this rntaccess account or would like it removed,  you can submit an incident to Customer Care and we will remove the rntaccess account from your site.

     

    Many of you have referenced that you would like to have a heads up that we will be on your site doing work.  When you submit an incident to us, we will be doing work on your site to try to recreate the issue if we are not able to recreate it on a test site.  We are not on your site doing any work in Customer Care unless you have submitted an issue to us.  If we create any items like contacts or organizations you should receive the information in your response and a note that they can be deleted.  However Customer Care is not the only group doing work on the sites.  If you have an ongoing SOW with Professional Services they may do this work through Rntaccess at times.  If you ever have an issue please submit an incident and we will investigate.

     

    Thank you for your feedback and your questions. 

     

    Marie Lockhart

    Manager First Shift

    Customer Care

    RightNow Technologies, Inc.