Mobility is key in today’s digital world, where information travels “at the speed of light” and businesses need to be always aware, and have real-time data feeds.
The Oracle Service Cloud Mobile Agent App – named Oracle TAP – was introduced back in 2013. Since then Oracle has enhanced its capability significantly.
Its aim is to allow Customer Service directors, managers and team leaders to be on top of things, and be able to see what is happening, remotely, from a mobile device.
It is important also to say that the Oracle Service Cloud Mobile Agent App is not a full-blown Agent Desktop, where users can see everything and anything.
The data available in the Mobile Agent App is only that related to the open Incidents. Meaning that you will only be able to see Organisations, Contacts, Tasks, etc. related to open Incidents (i.e. not “Solved”).
That said, the capability is actually outstanding. First, it is very easy to set up, as you just need to add the Server URL (https://YourSiteURL/cgi-bin/InterfaceName.cfg/php/tap/v1), and it is possible to have multiple sites set up.
The user can create his/her own home page with Charts, and other useful elements that can give an immediate overview of the customer service operation.
The main menu allows the user to access the list of staff (and drill down into the Incidents assigned to each of the staff members), Incidents, Contact, Organisation, Tasks, and even Answers in the knowledge base. The Incidents area, for example, shows “My Inbox”, but also the list of all open Incidents.
Tapping on one of the records (e.g. an Incident) allows the user to see the key details (e.g. Subject, Status, Queue, etc.) as well as the detail associated to it (e.g. Message Thread, Tasks, etc.).