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Oracle Service Cloud

Oracle Overview

Oracle Service Cloud is a widely-used caseload management system. Oracle is mainly used by the Customer Contact Centre to resolve customer enquiries or pass onto the relevant back office to resolve. 

Customers can contact the Council via various interactions which include Telephone, Face to Face, Webform, Email, Voicemail, Webchat, Smart Assistant, Text and Automated Telephone Services

All products logged in Oracle use the following 5 step process.

A directional diagram showing the steps taken by a customer service agent in Oracle when dealing with a new enquiry. The first step is to search for and select the customer within the system. If the customer is not found, then the agent should create the customer in the system. The next step is to add the incident into Oracle and select the product. The next step is to use the information displayed in the relevant tabs within Oracle to resolve the enquiry. Then the agent should select the disposition and avoidable contact reason. Once these steps have been taken within Oracle the agent can save and close the incident.

Customer Contact Centre (CSC)

Customer Enquiry Lines covered by CSC Agents

Customer Enquiry Lines include:

  • Council Tax
  • Benefits
  • Roads & Amenity Services
  • Payments
  • Complaints
  • Social Work
  • Planning & Building Standards
  • Regulatory Services
  • Community Lettings/Book It
  • General Enquiries
  • Registration
Digital Agents (DAs)

DA’s have two main jobs in the Customer Contact Centre. They continue to handle customer enquiries, but they also help the Web and Digital Teams by testing new features and updates. After these new features go live, DA’s work to improve customer service by fixing issues and making things better, both by reacting to problems and by finding ways to improve ahead of time.

Keeping things organised and tidy is an important part of their role. This helps the Customer Service Centre (CSC) Agents do their jobs well and answer customer questions more effectively.

System Administration

The Digital Services Team cover the system administration of Oracle. They help to develop communication packages, user guidance, training material and update existing products where required. DST explain related matters to a range of audiences as directed to achieve best results for service delivery, including helping to train and quality assure activities of the Digital Assistants in liaison with CSC supervisor.