Book Image

Oracle CX Cloud Suite

By : Kresimir Juric
Book Image

Oracle CX Cloud Suite

By: Kresimir Juric

Overview of this book

Oracle CX Cloud offers features and capabilities that help companies excel at sales, customer management, and much more. This book is a detailed guide to implementing cloud solutions and helping administrators of all levels thoroughly understand the platform. Oracle CX Cloud Suite begins with an introduction to high-level Oracle architecture and examines what CX offers over CRM. You’ll explore the different cloud-based tools for marketing, sales, and customer services, among others. The book then delves into deployment by covering basic settings, setting up users, and provisioning. You’ll see how to integrate the CX suite to work together to interact with the environment and connect with legacy systems, social connectors, and internet services. The book concludes with a use case demonstrating how the entire Oracle CX Suite is set up, and also covers how to leverage Oracle ICS and Oracle CX Cloud for hybrid deployment. By end of the book, you will have learned about the working of the Oracle CX Cloud Suite and how to orchestrate user experience across all products seamlessly.
Table of Contents (15 chapters)
Title Page
About Packt

Oracle solutions and their roles in an enterprise

We will now explain in which cases you should use Oracle Cloud solutions; we will not go into the solutions themselves and how to use them.

Before you read on, you should be familiar with the principle of Master Data Management (MDM).

MDM is a method that helps you to define the flow of data in your organization while maintaining data integrity and a single point of reference.

Essentially, what it means is that you should keep data as a contact address in one system; other systems should only retrieve it when needed, keep it for processing, and delete it after processing is finished and not store it. Other systems should not permanently store data for which they are not the MDM system.

Oracle Sales Cloud

Oracle Sales Cloud is the closest you can come to a traditional Customer Relationship Management (CRM) solution. Like all other CX solutions in the CX suite, it can be used in isolation or combined with other offerings.

Oracle Sales Cloud's primary...