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

Understanding business processes, tools, and methods

To achieve an appropriate analysis of business processes through an objective approach to researching and analyzing, it is first necessary to define what these are. Generally, two types of definitions are used when identifying and analyzing business processes—descriptive and genetic.

Business process analysis is a continuous process that usually consists of five steps—Design, Modeling, Execution, Monitoring, and Optimization. This process can be seen in the following diagram:

Any job that is done in an enterprise or institution can be considered a business process. However, should this definition be further explored and promoted, it is necessary, at least temporarily, to adopt a definition that is involved internally with the process and provides answers to the following questions:

  • What is the purpose of existence of the process?
  • What are the reasons and the goals of the process?
  • What is the history of the process?
  • What is its inner structure...