Oracle RightNow Cloud Service Mobile Agent Solution. Prepared for MUG, Dec 2013. Jason Davis, Sr. Principal, Product Mgmt

Oracle RightNow Cloud Service Mobile Agent Solution Prepared for MUG, Dec 2013. Jason Davis, Sr. Principal, Product Mgmt

Agenda Mobile Trends Oracle Service Cloud Mobile Agent Solution Overview Solution Details: Profile Driven, Permissions, Customization, Localization, Security Related Controls Required Setup (CX Answer 5493 - Enable and Customize the Mobile Agent App) Demonstration (Live or Screenshots) Recap & Roadmap 2 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Enterprise Adoption of Mobility Share of tablet shipments going to enterprise (projected) 2013 2017 13% 20% (source: IDC, August 2013) Dimensional Research Survey, May 2011 Enterprise Adoption of Tablets is Growing Very Rapidly Growth in adoption of both BYOD and Company-owned devices 3 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Mobility Saves Time & Money 4% 3% Impact of Tablets & Smartphones on Organization Productivity 25% 19% 49% Significant Increase Slight Increase No Impact Does not apply No increase 4% 16% 29% Impact of Tablets & Smartphones on Organization Cost Savings 12% 38% Significant Savings Slight Savings Slight Increase No Impact Does not apply Slight decrease 2% CDW, IT Monitor, May 15, 2012 CDW, IT Monitor, May 15, 2012 4 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Mobile Service for Agents Challenges, Capabilities and Value Challenges Capabilities Value Unable to view or update information while away from the contact center Not informed of performance when away from the desk Reliance on network connectivity for access to information from mobile devices Clunky user experience when generalized rather than optimized Access Incident & Contact Information - Update Incidents and lookup contacts Monitor Exceptions Use Filters and Views to identify Incidents that require aid Offline Cache Snappy load time and on-demand updates when connected Designed for ipad - A Native App with optimized layout and gestures Improve Incident Resolution Time - View and update at time of need Stay Informed - Always connected and able to take action Increase Productivity - Never worry about wireless signal strength again Delight Employees - Rich capabilities with popular devices 6 Copyright 2012, Oracle and/or its affiliates. All rights reserved. 6

Mobility Landscape for Service Mobile Agents Field Service Custom Apps Occasional use Augment primary desktop Increase availability and responsiveness Full featured asset mgmt, scheduling, work orders, parts. Oracle solutions (EBS + Siebel) Partner solutions (TOA Technologies) Unique use cases Leverage development platforms like ADF Mobile 7 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Add the Power of Mobility to the Contact Center Mobility for Service Agents (*Nov 2013) CAPABILITY HIGHLIGHTS Native ipad/iphone* design to support offline cache, client side dashboard and server side search Manage incidents and tasks including custom fields View contacts and organization information including incident history and associated notes Access knowledge and surveys* KEY BENEFITS Improve resolution time by always being connected Increase productivity with a complete view of unresolved and incomplete items Delight employees with a highly responsive application experience 8 Copyright 2012, Oracle and/or its affiliates. All rights reserved. * Other devices will be added in future releases

Mobile Agent is Controlled by User s Profile Oracle Service (RightNow) User s Profile Permissions Navigation Set and Analytics Mobile Workspaces Authentication to Mobile Agent View/Add/Edit for Standard and Custom Objects Incident Message Email Note Permissions Forward Incident / Task / Answers Action Actions not even exposed on UI if user not permissioned Enable/Disable Access to Incidents, Contacts, Organizations, Custom Object, etc Associate Analytic Report to Incident, Contacts, etc to control which filters are applied & fields are displayed and searchable Manage Mobile View/Edit & Create Uis including: Custom Fields, Menus & Objects Controls for Attachments w/ upload, Hyperlink & Incident SmartSense Tabs for Related Notes, Tasks, Survey Results & Other Reports 12 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Permission-driven Mobile UI Set mobile permissions by profile Access to mobile agent app Incident View/Add/Edit Enables New Incident, Edit Incident, Incident Actions (New Message) Edit Incident allows Message Email Send (No separate Send Response enforcement) Task Read, Add, Edit Allows Tasks to be read, enables New Task, Edit Task, Task Actions (New Note) Edit Contact / Organization Enables Contact/Org actions (New Note) Thread Section on Contact / Org / Task Edit/Delete Notes permissions enforced 13 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Navigation Sets Control the Shuttle Menu Enables/disables access to Incidents, Contacts, Organizations and Tasks based on the Nav Set for each mobile profile 14 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Configurable Mobile Incident Workspaces Configure layout in the Mobile Incident Workspace Fields for Incident and the related Contact and Organization Supports standard and custom fields Read/Write is controlled at the field level Most Object Designer Fields features are supported 15 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

TAP View of Customized Incident Workspace (New, View) Expected result from New Incident dialog: Summary section is displayed first Any uneditable fields (like Date Last Updated) are not displayed Editable fields are only displayed once, the first time they are encountered. (like Contact not displayed in Contact Details section) Sections (like Contact Details) will not be displayed if no editable fields (if you remove co_menu) 16 Copyright 2012, Oracle and/or its affiliates. All rights reserved. 16

Localization and Globalization Support Localized today into 25 languages Most text labels are pulled at runtime from the Service Cloud Translated based on the language of the interface the user connects to Name, Address, Date & Time formats are correctly displayed on the client Based on the locale setting of the ios device 17 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Numerous Mobile Agent Security Controls Server Enable/Disable the Mobile Server SEC_VALID_ADMIN_HOSTS* Config settings to only allow connections from devices in whitelisted IP ranges HTTPS only over the wire Mobile Agent Authentication Permission Permission-Driven UI: Only display actions that are explicitly permissioned i.e. Incident & Task New/Edit, Note Management, Staff Account Actions Platform RightNow Session History & Audit Trail, Password Configuration Enforcement Client Offline Encryption Based on Device PIN Session Timeout / Offline Timeout Session Timeout: After App is in idle state for xx minutes, require relogin Offline Timeout: Amount of time until user must reconnect to cloud Recommend MDM Systems for device Wipe, PIN Enforcements, Other Mobile Policy Enforcement We are considering Signed Versions of the App with vendors like Good. 18 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Required Setup 1) Configuration Settings Enable Mobility Server Starting in 13.8, customers enable Tap by modifying the MOBILITY_SERVER_ ENABLED Config Setting to Yes. 20 Copyright 2012, Oracle and/or its affiliates. All rights reserved. 20

Required Setup 2) Set Profile Permission for Mobile Agent Authentication You need to restart your Agent Desktop after enabling the MOBILITY_ SERVER_ENABLED setting for this step 2 and 3. Set the Mobile Agent App Account Authentication Permission for each Profile allowed to use Mobile Agent During upgrade, if MOBILITY_SERVER_ENABLED Config Setting was previously enabled, all profiles will have this permission enabled. Otherwise, it will be disabled. 21 Copyright 2012, Oracle and/or its affiliates. All rights reserved. 21

Required Setup 3) Set Profile Analytic Report Permission to Open Mobile Report Set the Analytics Permissions to allow OPEN on the Common / Mobile Agent Folder for each Profile that you want to be able to use Mobile Agent. During upgrade, if MOBILITY_SERVER_ ENABLED was set to true, all profiles that had Mobile Agent App Auth permission enabled will have this setting enabled automatically. 22 Copyright 2012, Oracle and/or its affiliates. All rights reserved. 22

Add the Power of Mobility to the Contact Center Mobility for Service Agents Automatically cache information as it s accessed to support improved performance and offline read access CAPABILITY HIGHLIGHTS Native ipad design to support offline cache, client side dashboard and server side search Manage incidents and tasks View contacts and organization information including incident history and associated notes Support your staff with ability to understand their workload and reassign their incidents KEY BENEFITS Improve resolution time by always being connected Increase productivity with a complete view of unresolved and incomplete items Delight employees with a highly responsive application experience 24 Copyright 2012, Oracle and/or its affiliates. All rights reserved. * Other devices will be added in future releases

Add the Power of Mobility to the Contact Center Mobility for Service Agents Search to find any locally cached or server-side information Client Dashboard provides pie charts, filtered lists and a view of your ios calendar CAPABILITY HIGHLIGHTS Native ipad design to support offline cache, client side dashboard and server side search Manage incidents and tasks View contacts and organization information including incident history and associated notes Support your staff with ability to understand their workload and reassign their incidents KEY BENEFITS Improve resolution time by always being connected Increase productivity with a complete view of unresolved and incomplete items Delight employees with a highly responsive application experience 25 Copyright 2012, Oracle and/or its affiliates. All rights reserved. * Other devices will be added in future releases

Add the Power of Mobility to the Contact Center Mobility for Service Agents Filter lists of unresolved incidents Create new incidents CAPABILITY HIGHLIGHTS Native ipad design to support intuitive interface, offline cache and search that fetches data on-demand Manage incidents and tasks View contacts and organization information including incident history and associated notes Support your staff with ability to understand their workload and reassign their incidents KEY BENEFITS Improve resolution time by always being connected Increase productivity with a complete view of unresolved and incomplete items Delight employees with a highly responsive application experience 26 Copyright 2012, Oracle and/or its affiliates. All rights reserved. * Other devices will be added in future releases

Add the Power of Mobility to the Contact Center Mobility for Service Agents View and edit custom incident fields; Take actions CAPABILITY HIGHLIGHTS Native ipad design to support intuitive interface, offline cache and search that fetches data on-demand Manage incidents and tasks View contacts and organization information including incident history and associated notes Support your staff with ability to understand their workload and reassign their incidents KEY BENEFITS Improve resolution time by always being connected Increase productivity with a complete view of unresolved and incomplete items Delight employees with a highly responsive application experience 27 Copyright 2012, Oracle and/or its affiliates. All rights reserved. * Other devices will be added in future releases

Add the Power of Mobility to the Contact Center Mobility for Service Agents such as new incident message with send on save option CAPABILITY HIGHLIGHTS Native ipad design to support intuitive interface, offline cache and search that fetches data on-demand Manage incidents and tasks View contacts and organization information including incident history and associated notes Support your staff with ability to understand their workload and reassign their incidents KEY BENEFITS Improve resolution time by always being connected Increase productivity with a complete view of unresolved and incomplete items Delight employees with a highly responsive application experience 28 Copyright 2012, Oracle and/or its affiliates. All rights reserved. * Other devices will be added in future releases

Add the Power of Mobility to the Contact Center Mobility for Service Agents View, update and take action on tasks CAPABILITY HIGHLIGHTS Native ipad design to support intuitive interface, offline cache and search that fetches data on-demand Manage incidents and tasks View contacts and organization information including incident history and associated notes Support your staff with ability to understand their workload and reassign their incidents KEY BENEFITS Improve resolution time by always being connected Increase productivity with a complete view of unresolved and incomplete items Delight employees with a highly responsive application experience 29 Copyright 2012, Oracle and/or its affiliates. All rights reserved. * Other devices will be added in future releases

Add the Power of Mobility to the Contact Center Mobility for Service Agents View contact and organization information CAPABILITY HIGHLIGHTS Native ipad design to support intuitive interface, offline cache and search that fetches data on-demand Manage incidents and tasks View contacts and organization information including incident history and associated notes Support your staff with ability to understand their workload and reassign their incidents KEY BENEFITS Improve resolution time by always being connected Increase productivity with a complete view of unresolved and incomplete items Delight employees with a highly responsive application experience 30 Copyright 2012, Oracle and/or its affiliates. All rights reserved. * Other devices will be added in future releases

Add the Power of Mobility to the Contact Center Mobility for Service Agents including incident history CAPABILITY HIGHLIGHTS Native ipad design to support intuitive interface, offline cache and search that fetches data on-demand Manage incidents and tasks View contacts and organization information including incident history and associated notes Support your staff with ability to understand their workload and reassign their incidents KEY BENEFITS Improve resolution time by always being connected Increase productivity with a complete view of unresolved and incomplete items Delight employees with a highly responsive application experience 31 Copyright 2012, Oracle and/or its affiliates. All rights reserved. * Other devices will be added in future releases

Add the Power of Mobility to the Contact Center Mobility for Service Agents View staff accounts and their incident and task workload; Take actions with appropriate permissions CAPABILITY HIGHLIGHTS Native ipad design to support intuitive interface, offline cache and search that fetches data on-demand Manage incidents and tasks View contacts and organization information including incident history and associated notes Support your staff with ability to understand their workload and reassign their incidents KEY BENEFITS Improve resolution time by always being connected Increase productivity with a complete view of unresolved and incomplete items Delight employees with a highly responsive application experience 32 Copyright 2012, Oracle and/or its affiliates. All rights reserved. * Other devices will be added in future releases

Mobile Agent: Support for iphone November 2013 Capability Highlights Smartphone: Support for Apple iphone Knowledge: Search for and use RightNow Answers Customize Filtered Lists of Incidents Contact Enhancements: Create/Edit Contact, Review survey result history Forward an Incident, Task or Answer to other Staff Accounts Enhanced Mobile Incident Workspace: Better layout control with Tab Management and number of lines option for text fields Shuttle Menu for iphone Lists of Incidents with Search Key Benefits Extend mobile access to a broader range of devices Empower agent effectiveness from anywhere with mobile knowledge Improve Customer Management with new contact features Adapt to unique needs of your business 33 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Mobile Agent: Support for iphone November 2013 Capability Highlights Smartphone: Support for Apple iphone Knowledge: Search for and use RightNow Answers Customize Filtered Lists of Incidents Contact Enhancements: Create/Edit Contact, Review survey result history Forward an Incident, Task or Answer to other Staff Accounts Enhanced Mobile Incident Workspace: Better layout control with Tab Management and number of lines option for text fields Incident Summary Incident Details Tab Key Benefits Extend mobile access to a broader range of devices Empower agent effectiveness from anywhere with mobile knowledge Improve Customer Management with new contact features Adapt to unique needs of your business 34 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Mobile Agent: Knowledge November 2013 Capability Highlights Smartphone: Support for Apple iphone Knowledge: Search for and use RightNow Answers Customize Filtered Lists of Incidents Contact Enhancements: Create/Edit Contact, Review survey result history Forward an Incident, Task or Answer to other Staff Accounts Enhanced Mobile Incident Workspace: Better layout control with Tab Management and number of lines option for text fields Key Benefits Extend mobile access to a broader range of devices Empower agent effectiveness from anywhere with mobile knowledge Improve Customer Management with new contact features Adapt to unique needs of your business 35 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Mobile Agent: Knowledge November 2013 Capability Highlights Smartphone: Support for Apple iphone Knowledge: Search for and use RightNow Answers Customize Filtered Lists of Incidents Contact Enhancements: Create/Edit Contact, Review survey result history Forward an Incident, Task or Answer to other Staff Accounts Enhanced Mobile Incident Workspace: Better layout control with Tab Management and number of lines option for text fields Key Benefits Extend mobile access to a broader range of devices Empower agent effectiveness from anywhere with mobile knowledge Improve Customer Management with new contact features Adapt to unique needs of your business 36 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Mobile Agent: Customize Incident List Copy the Default Mobile Report and Edit to Modify the Fields Displayed Capability Highlights Smartphone: Support for Apple iphone Knowledge: Search for and use RightNow Answers Customize Filtered Lists of Incidents Contact Enhancements: Create/Edit Contact, Review survey result history Forward an Incident, Task or Answer to other Staff Accounts Enhanced Mobile Incident Workspace: Better layout control with Tab Management and number of lines option for text fields Modify Configuration Setting MOBILITY_INCIDENT_LISTVIEW_REPORT to be the AC_ID of the new Report Key Benefits Extend mobile access to a broader range of devices Empower agent effectiveness from anywhere with mobile knowledge Improve Customer Management with new contact features Adapt to unique needs of your business 37 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Mobile Agent: Contact Enhancements November 2013 Capability Highlights Smartphone: Support for Apple iphone Knowledge: Search for and use RightNow Answers Customize Filtered Lists of Incidents Contact Enhancements: Create/Edit Contact, Review survey result history Forward an Incident, Task or Answer to other Staff Accounts Enhanced Mobile Incident Workspace: Better layout control with Tab Management and number of lines option for text fields Key Benefits Extend mobile access to a broader range of devices Empower agent effectiveness from anywhere with mobile knowledge Improve Customer Management with new contact features Adapt to unique needs of your business 38 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Mobile Agent: Contact Enhancements November 2013 Capability Highlights Smartphone: Support for Apple iphone Knowledge: Search for and use RightNow Answers Customize Filtered Lists of Incidents Contact Enhancements: Create/Edit Contact, Review survey result history Forward an Incident, Task or Answer to other Staff Accounts Enhanced Mobile Incident Workspace: Better layout control with Tab Management and number of lines option for text fields Key Benefits Extend mobile access to a broader range of devices Empower agent effectiveness from anywhere with mobile knowledge Improve Customer Management with new contact features Adapt to unique needs of your business 39 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Mobile Agent: Forward to Staff November 2013 Capability Highlights Smartphone: Support for Apple iphone Knowledge: Search for and use RightNow Answers Customize Filtered Lists of Incidents Contact Enhancements: Create/Edit Contact, Review survey result history Forward an Incident, Task or Answer to other Staff Accounts Enhanced Mobile Incident Workspace: Better layout control with Tab Management and number of lines option for text fields Key Benefits Extend mobile access to a broader range of devices Empower agent effectiveness from anywhere with mobile knowledge Improve Customer Management with new contact features Adapt to unique needs of your business 40 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Enhanced Mobile Incident Workspace November 2013 Field Group Sections & Mobile Tab Management Capability Highlights Smartphone: Support for Apple iphone Knowledge: Search for and use RightNow Answers Customize Filtered Lists of Incidents Contact Enhancements: Create/Edit Contact, Review survey result history Forward an Incident, Task or Answer to other Staff Accounts Enhanced Mobile Incident Workspace: Better layout control with Tab Management and number of lines option for text fields Key Benefits Extend mobile access to a broader range of devices Empower agent effectiveness from anywhere with mobile knowledge Improve Customer Management with new contact features Adapt to unique needs of your business 41 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Recap: Mobility for Service Agents (*Nov 2013) CAPABILITY HIGHLIGHTS Native ipad/iphone* design to support offline cache, client side dashboard and server side search Manage incidents and tasks including custom fields View contacts and organization information including incident history and associated notes Access knowledge and surveys* KEY BENEFITS Improve resolution time by always being connected Increase productivity with a complete view of unresolved and incomplete items Delight employees with a highly responsive application experience 43 Copyright 2012, Oracle and/or its affiliates. All rights reserved. * Other devices will be added in future releases

The following (references to February 2014) is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 44 Copyright 2012, Oracle and/or its affiliates. All rights reserved. reserved. Insert Information Protection Policy Classification from Slide 8

Mobile Agent Roadmap February 2014 Capability Highlights Support for Custom Objects in the Mobile Shuttle and Mobile Workspaces Use Analytic Reports to configure mobile search and lists of Incidents, Contacts & Custom Objects Improved Mobile Workspaces: Contact & Custom Object Workspaces; Report & Hyperlink Controls Use Camera to upload photos and videos to objects that support attachments Key Benefits Personalize the mobile experience for your company requirements Enhance user productivity with customizable lists Improve agent insight by augmenting information with photo and video attachments 45 Copyright 2012, Oracle and/or its affiliates. All rights reserved.