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1Z0-325 exam Dumps Source : Oracle RightNow Cloud Service 2016 Implementation Essentials
Test Code : 1Z0-325
Test Name : Oracle RightNow Cloud Service 2016 Implementation Essentials
Vendor Name : Oracle
: 80 Real Questions
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Oracle is making an attempt to allow greater proactive consumer carrier through integrating the Oracle RightNow Chat Cloud carrier with the Oracle Engagement Engine Cloud service as a part of its new Oracle RightNow CX Cloud provider release.Let’s Chat
As part of the upgraded Oracle RightNow Chat Cloud provider integration, RightNow CX Cloud carrier clients can leverage more than 70 built-in rule conditions from the Engagement Engine Cloud provider. These circumstances enable granular handle of consumer engagement, launching service agent chats in line with certain customer behavioral and profile qualities.
moreover, a “click-to-name” characteristic allows for customers to instantly change to mobile-based mostly help from a chat or net shopping session, availability controls enable groups to manipulate chat volume in accordance with interior agent availability and analytics offer metrics to measure agent and channel performance. other new elements consist of a collection of developer tools and greater administrative capabilities.Gartner acknowledges RightNow
Oracle is attempting to build upon an already robust customer service basis provided via RightNow CX Cloud provider, which turned into named by way of Gartner as a frontrunner in client service and aid (CSS) options past this yr. As mentioned by CMSWire, Gartner praised RightNow for offering “a more gigantic base of net CSS the usage of capabilities such as capabilities management, chat and e-mail as neatly because the other computing device purposes.” additionally, Gartner stated its SaaS model is “straightforward to set up, and has a high presence throughout verticals comparable to govt, retail, education and trip.”
Gartner did caution that it will take time for RightNow to build momentum after its January 2012 purchase via Oracle and it had no longer seen any enormous deployment or configuration teams from the latest gadget integrators. Gartner also referred to RightNow’s .net customer base would mean migration to Oracle would “take time,” youngsters Oracle has publicly stated RightNow construction efforts for 2012 are completed.reside Chat presents ‘Untapped abilities’
As indicated in a guest submit by means of advertising skilled Lior Levin on the KISSmetrics blog last year, reside chat offers “untapped abilities” as a consumer provider tool.
based on Levin, reside chat “gives customers immediate access to aid” with wait times regularly an awful lot shorter than these for a call middle, and clients can additionally multitask while engaged with a chat agent. additionally, live chat lowers interaction expenses and employee overhead (due to the fact that one employee can interact in numerous simultaneous chats), permits centered upselling, presents a aggressive facet on competitors without it and presents immediate insight into consumer “ache elements” that will also be quickly addressed via advertising, sales and/or product design personnel.
Oracle (NASDAQ:ORCL) announced that it has got RightNow, a number one company of cloud based customer service, for roughly $1.5 billion net of RightNow’s money and debt.  With this acquisition, Oracle will now compete at once with Salesforce.com, which is the greatest participant within the cloud primarily based CRM (customer relationship administration) market. Oracle is among the largest enterprise utility makers which competes with SAP (NYSE:SAP), Microsoft (NASDAQ:MSFT) in the enterprise market and CRM (NASDAQ:CRM) in the CRM market. It recently introduced the brand new Oracle Public Cloud and is working to make its entire suite of commercial enterprise applications obtainable on demand via the cloud.
CRM is part of the utility utility enterprise that bills for around 23% of Oracle’s $forty Trefis rate estimate, which stands practically 20% above its present market expense.
check out their comprehensive analysis for Oracle.
With RightNow, Oracle Plans to tackle Salesforce.com
Salesforce.com currently leads the cloud primarily based CRM market. Oracle has been an immense participant within the normal on-premise commercial enterprise application market, but with the rise of cloud computing, most predominant commercial enterprise utility makers have been launching cloud based versions of their offerings. Oracle these days announced the Oracle Public Cloud, which mixes Oracle Fusion CRM, Oracle Java Cloud service, Oracle Database Cloud service, Oracle Social network and different functions.
“Oracle is relocating aggressively to present shoppers a full range of Cloud options including income drive automation, human materials, skill administration, social networking, databases and Java as a part of the Oracle Public Cloud. RightNow’s leading consumer carrier cloud is a very essential addition to Oracle’s Public Cloud,” noted Thomas Kurian, government vice chairman, Oracle development.
Oracle will also inherit RightNow’s total client base, which should help it benefit market share within the cloud CRM market a lot quicker. The business already offers CRM OnDemand, if you want to have some overlap with RightNow’s CRM providing, but they expect Oracle to merge the two choices someway going ahead.
take into account How a corporation’s products impact its inventory expense at Trefis
Oracle this week unveiled the February 2013 free up of Oracle RightNow Cloud service, which includes new facets designed to enhance neighborhood engagement and improve message relevancy with shoppers and employees and new ROI reporting tools to raise on-line revenue and client delight.
probably the most new functionalities added to this newest version consist of the following:
The company stated the brand new unencumber will support organizations increase efficiency, enrich transparency of selections to customers, and reduce observe-u.s.with instantly generated audit stories that document each and every step of the decision procedure, raise client pride by way of simplest asking contextually valuable questions and providing well timed, accurate solutions that observe to the consumer's circumstance, and faster response to company alterations in policies, legislations, and pricing via updates that can now be managed by company clients through a single source document, which receives instantly deployed to the net.
"With the newest unencumber of Oracle RightNow Cloud provider, agencies can unexpectedly reply to consumer wants and fast-altering enterprise guidelines," observed David Vap, neighborhood vice president of items at Oracle, in a statement. "no matter if public or inner most sector, policy automation inside Oracle RightNow Cloud carrier helps groups more comfortably help their coverage options with the aid of simplifying coverage creation, maintenance, auditing, and self-carrier entry. These capabilities assist to reduce operational expenses while at the identical time proposing a constant, transparent experience for the customer."
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“Your name, your address, your guns — in a big government computer,” the narrator of Montana Republican congressional candidate Greg Gianforte’s TV ad says as a computer screen shows an imaginary “national gun registry.” Then Gianforte, declaring his support for the Second Amendment, raises a rifle and shoots the computer screen to bits.
The ad is the latest in a long tradition of candidates shooting objects in campaign commercials.
Gianforte, who will face Democrat Rob Quist in a May 25 special election for the Montana at-large congressional seat, claims Quist supports such a registry. Quist did at one point float the idea of creating a registry for assault rifles. But he literally fired back at Gianforte’s claim, airing his own ad in which he shoots a TV showing Gianforte’s ad with his own rifle.
But ironically, Gianforte, whose assets are estimated to be worth up to $315 million, earned his vast fortune by selling his cloud computing company RightNow Technologies to Oracle for $1.8 billion in 2012.
Oracle, a company named after the Central Intelligence Agency project codename that birthed the firm in 1977, has extensive government contracts to provide database systems for a range of expansive law enforcement and surveillance-related government agencies, including the National Security Agency; the Bureau of Alcohol, Tobacco, Firearms and Explosives; and the Department of Homeland Security.
And Oracle services have been proposed to develop database services for the implementation of California’s AB 857, one of the newest state gun registry laws in the nation. The bill, signed in July 2016 by Gov. Jerry Brown, provides new regulations on homemade firearms, including a mandate that homemade guns must be registered with the state.
The California Department of Justice’s Bureau of Firearms fiscal year budget request listed Oracle as a contractor to develop a system to catalogue and store unique firearm serial numbers for the new law. The program will be used to to register approximately 75,000 firearms within its first year. The request lists Oracle cluster servers and software to be used for the gun registry.
Gianforte’s campaign did not respond to a request for comment.
Gianforte has touted his continued relationship with Oracle well after completing his business transaction with the firm in 2012. At the outset of his previous campaign for governor, Gianforte said in 2015 that he had partnered with Oracle to bring a new cloud computing center to Bozeman, Montana.
Oracle’s close ties to the security state are an integral part of the multinational corporation’s history. Oracle co-founders Larry Ellison and Robert Miner were tapped to re-design a database solution for the CIA for a project, code-named “Oracle,” a name they soon adopted for their nascent start-up. The company grew rapidly as commercial and government markets demanded new applications for storing and managing troves of data.
Following the terror attacks of September 11, Ellison, Oracle’s executive chairman, began a campaign for a national identification database, while working with intelligence agencies to offer new integrated services. “A national security database combined with biometrics, thumb prints, hand prints, iris scans or whatever is best can be used to detect people with false identities,” Ellison wrote in a New York Times opinion column following the attacks.
”The Oracle database is used to keep track of basically everything,” Ellison confided to journalist Jeffrey Rosen for New York Times Magazine. “The information about your banks, your checking balance, your savings balance is stored in an Oracle database. Your airline reservation is stored in an Oracle database. What books you bought on Amazon is stored in an Oracle database. Your profile on Yahoo is stored in an Oracle database,” Ellison boasted.
In the piece, Rosen also spoke with former CIA official David Carney, who was brought to Oracle as the firm vastly expanded its footprint to develop a range of homeland security and intelligence databases for the government. “In some ways, 9/11 made business a bit easier. Previous to 9/11 you pretty much had to hype the threat and the problem,” Carney told Rosen.
Oracle has grown steadily, continuing to win contracts for complex law enforcement and government agencies, while snapping up businesses such as Gianforte’s. Several Oracle employees have donated to Gianforte’s campaign.
The contact center workforce optimization (WFO) solutions market continued its growth streak through much of 2013, increasing 3.7 percent to go from $615.4 million in the first half of 2012 to $638.4 million in the first half of 2013, a rise of 3.7 percent, according to DMG Consulting. The analyst firm expects growth to continue through 2016, particularly as vendors invest to make their products easier to use and look toward incorporating analytics, mobile, and video into their suites.
As the market grows, analysts expect vendors to continue adding substance to their offerings. In today's climate, companies expect their contact center WFO vendors to offer quality monitoring and assurance and interaction recording, as well as at least two additional applications, DMG concluded in its "2013 Workforce Optimization Mid-Year Market Share Report," adding that, increasingly, companies are also expecting these modules to be integrated so that they can share data.
Aspect Software, in a repeat visit to the leaderboard, continues to impress, with scores of 4.3 in company direction and 4.1 in customer satisfaction, though analysts did point to limited functionality within its offering; its average score there was 3.5. But that is starting to change under new company leadership. "Aspect continues to have a strong offering that it is continually improving upon," says Paul Stockford, chief analyst at Saddletree Research. "Expect to see Aspect's WFO...evolve this year. I continue to be impressed by the direction Aspect's management is taking the company."
Calabrio, last year's One to Watch, moved up in the rankings this year to take a leadership position, bolstered by scores of 3.9 in depth of functionality, company direction, and cost. "For a midsized company, Calabrio continues to make a lot of noise in the market," Stockford says. "This is a company that is on the move, and it's moving in the right direction."
An important factor in that move, says Dick Bucci, principal analyst at Pelorus Associates, was the strategic decision to expand not only in the Cisco contact center environment but also to include other providers, such as Avaya. An early adopter of the Web 2.0 architecture, most analysts agree that the company is the hands-down leader in ease of use because of that as well.
NICE Systems, a perpetual fixture on the WFO leaderboard, made some creative moves in 2013, which proved to be a dual-edged sword with some analysts. While its depth of functionality score was 4.0, Stockford likened NICE's WFO offering to "a jigsaw puzzle with pieces that don't fit together well."
But that's starting to change, according to Bucci, who says NICE is "doing a much more effective job of integrating the functionality and operation of acquired technology."
Beyond that, its greatest strength is in company direction, where it scored a 4.3. Its score in price, however, was among the lowest in the industry, at 3.2. And that could adversely affect the entire market. "As a market leader, NICE tends to be a price setter rather than a price follower," Bucci comments.
Verint Systems, which some analysts have credited with pioneering the WFO concept, consistently takes the top spot in the industry, and this year is no exception. "Verint is a company at the top of its game," Stockford says, "with a strong product line, brilliant strategic acquisitions, and a clear vision of the market and where [it] intends to fit into that market."
The company garnered an industry-leading 4.6 in depth of functionality, 4.7 in company direction, and 4.4 in customer satisfaction. John Ragsdale, vice president of technology research at the Technology Services Industry Association, calls Verint's offering "an impressive analysis platform for voice, text, sentiment, etc."
"Verint has an offering for every WFO application and market segment...and provides superior integration and ease of use," Bucci adds. "Verint is ahead of the game with its new applications for addressing specific business problems and what it is doing with mobile."
ONE TO WATCH
Genesys Telecommunications Laboratories, a company that made the leaderboard in the past two years, fell a bit as analysts tried to pin down its company direction, where it only scored a 3.5. "I cannot classify Genesys as a WFO company, largely because it lacks a quality management application and [voice-of-the-customer] capability," Bucci contends. "Its primary product focus is on self-service, workforce management, and call distribution." Stockford agrees. "WFO doesn't appear to fit into Genesys' current market strategy, with the exception of the questionable acquisition of Utopy," he says. But Genesys has made some good moves as well. "It's good to see some focus outside large enterprises, with new products for small and medium-sized contact centers," Ragsdale says.Contact Center Search
As companies continue looking for solutions capable of searching and analyzing customer data across multiple channels, vendors are stepping up their game to deliver powerful yet practical offerings. With search becoming more advanced, ease of use now plays a crucial role. Regardless of the in-depth search capabilities on the back end, "agents [still] need to be able to find accounts, cases, and knowledge items—typically the things that they really need most," Mitch Kramer, senior vice president and analyst at the Patricia Seybold Group, says. Companies that struck a balance between complex and intuitive solutions excelled this year, as did those that delivered solid indexing functionality to complement search capabilities.
Coveo returned to their leaderboard this year, performing impressively across all categories. The company has become a "must-have" technology for support organizations, according to John Ragsdale, vice president of technology research at the Technology Services Industry Association. "Their technology automates much of the implementation, lowering cost and speeding up the process," he says. "Coveo's continued expansion, particularly the Salesforce.com plug-in, brings the vendor to a larger audience with each release, Ragsdale adds. Still, despite earning a respectable 3.9 in company direction, Coveo "has struggled to explain its very powerful technology and make its value resonate in the marketplace," according to Kate Leggett, principal analyst at Forrester Research.
Since they named it their One to Watch last year, eGain has been gathering momentum. The company's search capabilities round out its fully featured platform and enable customers to extend eGain's already strong knowledge management features to the rest of the content in the enterprise, according to Ragsdale. "EGain continues to be one of the only knowledge management vendors that pushed back at acquirers to maintain their own product direction and ownership," he adds. The company received a 3.8 in customer satisfaction and a 4.0 for depth of functionality, but earned only a 3.5 for company direction. "Though a very good product, it is not customer-customizable, and not a core selling feature," Michael Maoz, vice president and distinguished analyst at Gartner, says.
Last year's winner, InQuira, fell short this year, largely because the company has lost much of its visibility since Oracle acquired it in July 2011. Though analysts were optimistic last year, this year most are more cautious. "InQuira has a very powerful and very complex search engine, but its technology is essentially unchanged since the Oracle acquisition, so it's hard to say anything about company direction," Kramer says. Still, the company continues to earn high marks for depth of functionality, dropping only slightly, from 4.8 to 4.5 this year.
Though it was a leader in the contact center search category for the first time last year, Salesforce.com beat out the competition this year, earning its highest mark—a 4.6—in the company direction category. "Salesforce.com's platform vision takes it to a usage far beyond traditional CRM. Even though its execution has changed over the years, it has stayed true to its vision," Leggett says. With the introduction of the Salesforce1 Service Cloud at Dreamforce in November, Salesforce.com continues to innovate in the customer service space. Though still fairly new, the Salesforce1 Service Cloud promises to improve search capability and make the process even more practical and intuitive for agents.
Analysts have shown excitement about Salesforce1's new Service Cloud 1 Touch solution, which, thanks to Salesforce1's Customer Platform APIs, enables companies to build and embed a service component into any product, app, or other customer-facing experience. Once it is fully rolled out, the Intelligent Service technology will allow agents to resolve cases faster by providing them with actionable insights, determining relevant experts, and offering related resources from databases. Salesforce.com is innovating heavily in this realm, and analysts agree that the company's future in the contact center space looks bright.
ONE TO WATCH
Oracle RightNow slipped off their leaderboard but secured a spot in the One to Watch position. Some analysts state that following the acquisition of InQuira, Oracle is working toward de-emphasizing the search engine and slowly weaning users off. "Oracle is not moving toward development with any momentum," Maoz says. As a result, the company's score for overall direction remained stagnant at 3.5, despite an impressive jump from 2.9 to 3.5 between 2011 and 2012. Though Oracle's plans for RightNow are unknown, analysts suggest it's worth keeping an eye on where the company is headed.
There’s no doubt the future of customer relationship management (CRM) lies in the cloud. IDC predicted the value of new, on-premise installations would drop from 65% of the market in 2013 to 38% ($12.1bn) in 2018.
From 2016, software-as-a-service (SaaS) in the cloud is set to support the majority of deployments.
At the same time, a specialist cloud supplier, Salesforce.com, has become the largest player in the CRM market, in value terms, according to Gartner.
Although most of the major suppliers of on-premise CRM also provide solutions hosted in the cloud, differences in heritage, product features and architecture are important when businesses come to selecting the right tools to help them interact with existing – and potential – customers.
Every CRM solution should provide a set of basic features which support its implementation across a number of specific business requirements. Contact management provides a way to manage prospects, leads, clients, and other important contacts, all from one place.
Sales force automation tracks the processing of leads to payment. Marketing automation helps build campaigns and turn responses into workable prospects. Service and support directs inquiries and complaints to the right people, be that over email, phone, or dedicated web or social media channels.
Reporting should help managers and executives measure performance across the whole process with easy-to-understand dashboards.
Beyond the basics, the main vendors have built quite different solutions based on the heritage of their technologies, their business models and the other products they offer in the market.
Sheryl Kingstone, research director for business applications with analyst firm 451 Research, says: “A lot of people don’t realise the range of products on the market is very broad and the vendors can be very different in their approach.”
“If you take sales force automation, as an example, there will be common capability everyone will have, and you can check those boxes from the list of functions you need. However, where the difference come into play is in usability and the flexibility of the data model for your specific industry,” she adds.
Kingstone says potential customers should carefully consider how the workflow is mapped into the solution and how much flexibility exists in the system. If it cannot be customised to fit existing processes, some business change will be necessary and that could add costs.
Meanwhile, if businesses have an existing data model they may also need to change if the solution cannot be adapted.
Since solutions started to appear on the market in the 1990s, businesses hoped CRM would provide a 360-view of all their interactions with existing and potential customers, from marketing, to service, to invoicing, says Marcin Malinowski, director at consultancy PwC.
“This is the Holy Grail. It is still the case, but now it is also about customer experience. How your business interacts with customers across multiple channels. Naturally, customer have used Facebook, Gmail or Amazon, so then they expect more. They want the same friction-free journey,” he adds.The Salesforce approach
The company started with the ambition of building applications in the cloud which could be easily connected to existing application software and other cloud solutions using a set of open application programing interfaces (APIs).
This architecture has allowed Salesforce to create a cloud platform on which independent software vendors could build a set of add-on, loosely coupled features and new sets of specialist applications.
“That is Salesforce.com’s big advantage,” says Kingstone. “It is in the power in ecosystem of other vendors using the platform. There is always a new company building functionality for vertical industries or specific processes that could benefit a prospective customer.”
Saleforce CRM and sales force automation starts from £20 per user, per month, but its most popular package – which is “deeply customisable” – works out around £120 per user, per month.
Carl Dempsey, Salesforce vice-president of solutions engineering, says a lot of early CRM solutions were simply databases for recording customer details and a few basic interactions with them, but business are now looking for much more.
“They want systems to become much more predictive and help their people do a job better,” he adds.
As such, Saleforce has created SalesforceIQ, which can create plug-ins to other applications, such as Microsoft Outlook, which feed sales team prompts based on intelligence from the CRM while they interact with the customer.
Although Saleforce (with customers including European engineering giant ABB, Coca-Cola Germany and GE Aviation) is purely cloud-based, it has APIs to extract data from virtually an in-house business application, such as ERP or financial systems, says Dempsey.Microsoft Dynamics CRM
Microsoft offers its Dynamics CRM solution in the cloud as well as on-premise. However, wherever customers chose to host the software, it offers the advantage of tight integration with Microsoft email and desktop applications, which are used in almost every business, says Chris Rothwell, Dynamics business group lead at Microsoft UK.
“We hear that the way they surface information about customers is helpful for great user experience. With the integration with Outlook, they can present data and information about the customer within the email client, where the user is already working,” he says.
Dynamics CRM can also integrate unstructured data from Microsoft’s Skype, Office applications and OneNote, which can record typed or handwritten notes from meetings.
“When you’re managing an opportunity in B2B sales, for example, there is more than one person involved,” says Rothwell.
“OneNote can capture meeting notes from whoever is interacting with the customer, such as a sales agent or service engineer, and present that when the user opens up the opportunity.”
Kingstone, of 451 Resaerch, says integration with existing Microsoft applications will appeal to some users. “Microsoft has a depth in task and process management that make it strong in collaboration. Some organisations are very Microsoft-centric and this will be a pull for them.”
The most popular bundle of Dynamics CRM is priced around £40.50 per user, per month. Customer of Dynamics CRM in the cloud include business consultancy Grant Thornton, Marsden’s Pubs, Midland Air Ambulance and Real Madrid.Oracle CX CRM
Oracle bought RightNow, a provider of cloud-based customer service solutions, in 2011. It has since bundled the technology with other CRM solutions, known as CX Applications, which are all available in the cloud.
Oracle’s main CRM system is based on technology from Seibel Systems, a provider of popular sales force automation tools, acquired in 2005.
Daryn Mason, senior director, digital experience, CX Applications at Oracle EMEA says the company’s strength in cloud CRM is in understanding industry specific applications and the data structures with which CRM will have to interact.
“Oracle has got great breadth and depth of applications. If you look at customer experience, it does not start and end with sales and service,” he says.
Finance, enterprise resource planning (ERP) and e-commerce all interact with customers in some way or other, and Oracle’s presence in these markets and its understanding of their data models is its strength, Mason adds.
“If you’re a corporate organisation betting the business on customer experience, do you want your source of support to be a tapestry of small boutique software houses tying the data together, or one organisation with a history of building enterprise applications?”
Mason says Oracle also offers expertise in analytics and data mining which can make CRM more predictive, helping businesses understand how to sell to their existing customer base as well as acquire new prospects.
Despite its strong presence in other enterprise application market, Oracle has struggled to set the pace as a pure cloud CRM provider, says 451’s Kingstone. “Its heritage is strong in CRM from the Siebel acquisition, but it did not invest in pure cloud CRM for some time.”
Oracle’s cloud CRM customers include Madza, Dell and Avaya. It does not release pricing.Conclusion
The cloud offers businesses the capability deploy applications aimed at enhancing customer experience, improving prospect conversion and upselling at low capital costs.
Speed of deployment can also help businesses become more agile.
While Saleforce supports a community of third-party vendors from which customers can select and integrate applications suited to their needs, Microsoft and Oracle claim tight integration with between their cloud offerings and existing software will be important to businesses wanting to enhance CRM.
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