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Upgrading Oracle Service Cloud
Donna Costello
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Donna CostelloCustomer Success ManagerOracle Service CloudSeptember, 2014
Oracle Confidential – Internal/Restricted/Highly Restricted
Program Agenda
1
2
3
Upgrade Basics
Benefits of Upgrading
In and out of scope
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
3
4
In and out of scope
Auto Upgrade Program
Oracle Confidential – Internal/Restricted/Highly Restricted 2
Agenda
1
2
3
Upgrade Basics
Benefits of Upgrading
In and out of scope
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
3
4
In and out of scope
Auto Upgrade Program
Oracle Confidential – Internal/Restricted/Highly Restricted 3
An event that results in an Oracle Service Cloud (RightNow) site running on the
What Is An Upgrade?
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Cloud (RightNow) site running on the latest version.
Oracle Confidential – Internal/Restricted/Highly Restricted 4
What Is An Upgrade?
Point
Upgrade Requested
Initial Engineering
Kickoff Call
Upgrade Manager
Upgrade Site Created
Internal
User Acceptance Testing
Customer tests
Cutover
Upgrade
Engineering
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 5
Initial Engineering
Assessment
Upgrade Manager
walks through the
Upgrade Process
Internal
(Engineering and
QA) work are
completed
Customer tests
Upgrade Site
Engineering
supports site 30
days post-cutover
Agenda
1
2
3
Upgrade Basics
Benefits of Upgrading
In and out of scope
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
3
4
In and out of scope
Auto Upgrade Program
Oracle Confidential – Internal/Restricted/Highly Restricted 6
Why Upgrade?Being ‘Current’ Has It’s Benefits!
• Get the latest features
– Create connected engagements that empowers businesses to understand needs, solve problems, and delight customers
• Get the best support
– Engage with Technical Support for two years
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
– Engage with Technical Support for two years
– Receive Service Packs
• It’s easy to do
– Request upgrade online – no need to wait on the phone!
– A test site dedicated to the upgrade project is provided free of charge
– Automated cutover with flexible date and time
Oracle Confidential – Internal/Restricted/Highly Restricted 7
Agenda
1
2
3
Upgrade Basics
Benefits of Upgrading
In and out of scope
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
3
4
In and out of scope
Auto Upgrade Program
Oracle Confidential – Internal/Restricted/Highly Restricted 8
Deliverables – In Scope
• “Like for Like” functionality migration and QA testing
– Applies to Oracle-built customizations only
–Migrating Oracle-built customizations to managed frameworks where possible
– Removing unused customizations
–Migrating customizations to standard product where available
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
• Management of pre and post cut-over incidents
– Routing to Technical Support or Upgrade Engineering
• 30 Day Post Cutover Support
– Post 30 days will be handled according to your support package
Oracle Confidential – Internal/Restricted/Highly Restricted 9
Deliverables – Not In Scope
• New feature deployment (adopt post cutover)
• Fixes or optimizations to existing customizations
• API migrations and deprecation handling
–Migration to newer versions of managed frameworks (e.g. CP)
– XML or CDI to Connect Web Service for SOAP (CWSS)
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
– XML or CDI to Connect Web Service for SOAP (CWSS)
• Formal project plan and requirements signoff
• Core functionality testing done pre-GA
• Status updates on Technical Support-owned incidents
• Training, coaching, configuration, and new functionality
Oracle Confidential – Internal/Restricted/Highly Restricted 10
Agenda
1
2
3
Upgrade Basics
Benefits of Upgrading
In and out of scope
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
3
4
In and out of scope
Auto Upgrade Program
Oracle Confidential – Internal/Restricted/Highly Restricted 11
Introducing the NEW! Auto Upgrade ProgramAn entirely new kind of Upgrade…
Overview
• Participating sites are upgraded quarterly to the latest release
• Currently, an invitation-only program for sites that qualify
• Upgrade cutover dates are controlled by customers
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
• Upgrade cutover dates are controlled by customers
Benefits
• Participating sites always have access to the latest product features
• Site is always supported by Technical Support
• No need to engage in lengthy upgrade projects
Oracle Confidential – Internal/Restricted/Highly Restricted 12
An Auto Upgrade Would Look Like This
Point
Upgrade Requested
Kickoff Call Upgrade Site Created
User Acceptance Testing Cutover
Upgrade
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Initial Engineering
Assessment
TMM walks through
the Upgrade EventEngineering and QA
work are completedCustomer tests
upgraded site
Upgrade
Engineering
supports site 30
days post-cutover
Auto Upgrade ProgramHow Can A Site Get Enrolled?
• New or recent customers are great candidates for the Auto Upgrade Program! However, any site can qualify!
• All sites need to qualify to be invited into program. We look for:
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
• All sites need to qualify to be invited into program. We look for:
– customizations built against managed frameworks;
– only using supported features.
• If you have a candidate for the Auto Upgrade Program, contact [email protected] or [email protected]
Oracle Confidential – Internal/Restricted/Highly Restricted 14
Any Questions?
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 15
Helpful Links
• Auto Upgrade Program:
https://cx.rightnow.com/app/answers/detail/a_id/6409
• Requesting an upgrade for a hosted site:
https://cx.rightnow.com/app/answers/detail/a_id/1124
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
https://cx.rightnow.com/app/answers/detail/a_id/1124
• Upgrade Guides:
https://cx.rightnow.com/app/answers/detail/a_id/5167
• August 2014 Documentation Overview:
https://cx.rightnow.com/app/answers/detail/a_id/6845
Oracle Confidential – Internal/Restricted/Highly Restricted 16
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 17