Customer Portal

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    Craig chevey@solihull.gov.uk
    Customer Portal Vision, Strategy and/or Roadmap
    Topic posted October 8, 2019 by Craig chevey@solihull.gov.ukBronze Medal: 1,250+ Points 
    70 Views, 6 Comments
    Title:
    Customer Portal Vision, Strategy and/or Roadmap
    Summary:
    Customer Portal Vision, Strategy and/or Roadmap
    Content:

    Hi,

    Is there a roadmap that Oracle can share on here or a webinar/Q&A session that could be arranged to show the roadmap for Customer Portal please?

    I'm aware that a lot of product development time and effort is being put in to moving Browser UI and new agent functionality forward and there is some good stuff being done. I've watched multiple webinars, seen all the new features in the release notes for each upgrade version and have slide decks highlighting the roadmaps... however, Customer Portal does not seem to be progressing at the same pace and this is where we would like our customers to be interacting with us more.

    Although the Communities functionality was added to CP this was functionality for customers/communities to collaborate rather than anything changing from the design/support perspective to make things easier. "Widget Inspector" was added and has helped me devolve some support to non-developers but this is now quite a few releases ago. I am aware that a couple of years ago there was some work being undertaken and a plan to develop a "Page Builder" UI which would help move things away from being wholly developer-focused but the last update I had on this was late-2017/early-2018.

    My problem here is that I'm having to show/train people that most new forms being created or changes that need to be made have to be done through code and a developer interface whereas colleagues are informing me that they've seen competitor demos with nice and easy declarative form/page builder tools.

    Thanks

    Craig

    Version:
    19A

    Comment

     

    • Anthony Smith

      Agreed - a bunch of customers we work with deal with 3rd party developers (or have to hire their own) mostly to maintain and create forms. Some have switched, or contemplate on switching to other products just for forms and keep the CP, which then de-centralises the incident management.

    • Willie Eide

      The development team is working on Visual Builder Cloud Service (VBCS) to build Customer Portal pages. While efforts for a Page Builder were halted, work was directed towards the VBCS project. When completed, the VBCS console allows administrators to drag/drop widgets onto a page for their end user facing pages. Stay tuned for more information on this topic.

      • Anthony Smith

        Best news ever, thanks Willie!!!

      • Craig chevey@solihull.gov.uk

        Excellent...however, does this mean that I will also need to now additionally get a PaaS license subscription/credits on top of my OSvC subscription in order to use VBCS for Customer Portal?

        When I originally moved from EBS TeleService to Service Cloud we had access to Oracle Tap included which met our mobile needs. This then got removed, we were advised a mobile accelerator was available but we would need to additionally license Mobile Cloud Service at a substantial cost to allow us to deploy! If I have to license VBCS at substantial additional cost then this won't really help.

        • Willie Eide

          Not if I have any say.

          It is my absolute belief that this tool be provided as part of the Customer Portal product and thus there should not be an additional cost to use VBCS. I believe that organizations should be charged when they "receive value" such as creating incidents, providing knowledge articles, etc... this is done via Tier 1 Billable Sessions. I'll have more information as we start getting closer to actual product.

        • Willie Eide

          Not if I have any say.

          It is my absolute belief that this tool be provided as part of the Customer Portal product and thus there should not be an additional cost to use VBCS. I believe that organizations should be charged when they "receive value" such as creating incidents, providing knowledge articles, etc... this is done via Tier 1 Billable Sessions. I'll have more information as we start getting closer to actual product.