upgrading oracle service cloud -...

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


3

4

In and out of scope

Auto Upgrade Program

Oracle Confidential – Internal/Restricted/Highly Restricted 2

Agenda

1

2

3

Upgrade Basics


In and out of scope


3

4

In and out of scope



An event that results in an Oracle Service Cloud (RightNow) site running on the

What Is An Upgrade?


Cloud (RightNow) site running on the latest version.


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


In and out of scope


3

4

In and out of scope



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


– 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


Agenda

1

2

3

Upgrade Basics


In and out of scope


3

4

In and out of scope



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


• 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


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)


– 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


Agenda

1

2

3

Upgrade Basics


In and out of scope


3

4

In and out of scope



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


• 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


An Auto Upgrade Would Look Like This

Point

Upgrade Requested

Kickoff Call Upgrade Site Created

User Acceptance Testing Cutover

Upgrade


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:


• 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]


Any Questions?


Helpful Links

• Auto Upgrade Program:

https://cx.rightnow.com/app/answers/detail/a_id/6409

• Requesting an upgrade for a hosted site:




• Upgrade Guides:


• August 2014 Documentation Overview:



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