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  • What advantages switching to ruby might give me as a python programmer ?

    - by Richard Placide
    This is my first question on stackoverflow, so please bear with me. I'm trying to stay away from any form of trolling or flame baiting as i have a tremendous respect for both languages. I'm a python programmer (though not an expert) and i love it. My first language was C++. My line of work (web development) is pushing me towards other languages like php and javascript. Recently, I've been very excited by Ruby's increasing popularity. However I used to be under the impression that Python and Ruby were so close that there was little point in trying to learn and master both. But I get the sense that I was wrong, hence my question : I'd like to hear from python programmers who have either switched entirely to ruby or added ruby to their toolset. What specific benefits did you get from switching (entirely or partially) to Ruby from Python ? Ideally I'd like to hear from real world experiences.

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  • Does the type of prior employers matter when applying for a new job?

    - by Peter Smith
    Is there a bias in industry regarding the kind of previous employers an applicant has had (Government contractors, researchers, small business, large corporations)? I'm currently working for a University as a generalist programmer and I like my job here. But I'm worried that if I had to switch jobs down the road and apply for a corporate job that my resume would be dismissed based on the fact that I'm working in academia.

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  • Extend Oracle Sales Cloud with Oracle Platform as a Service

    - by Richard Lefebvre
    Use these Oracle guided-learning courses to learn how to extend Oracle Sales Cloud with Oracle Platform as a Service (PaaS) services. While this course is focused on using Oracle PaaS infrastructure services, many of the techniques presented are applicable to customers on Software as a Service (SaaS) environments. If you are a consultant embarking on an Oracle Fusion Applications SaaS implementation project or an Independent Solution Vendors (ISVs) looking to integrate a solution with Oracle Sales Cloud, this training is for you!

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  • Does Huawei E398 LTE Modem works with Netgear Router?

    - by Paul Smith
    I've been using a Netgear router sharing the signal through my Huawei E160 dongle, but following the speeds update and the device limit, it does not satisfy the demand. Through research, I've found that Huawei E398 is the latest and functional dongle so far. I'm going to update, but the confusion comes: Is it compatible for my Netgear router? Will it work? Any information will be appreciated. I found the unlocked E398 here.

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  • Partner Webinar Series CRM/CX Best Practices - Each Friday - 10am PST

    - by Richard Lefebvre
    A CRM/CX Best Practices Webinar will be led each week by the Oracle CRM/CX Sales Consulting team and focus on Demo best practices and previews Lessons Learned from Sales Cycles Competitive & product/solution positioning information Product updates& progress Replays are available from the webinar's portal. Please see the agenda and webinar details here and join us to learn about a new CX topic each Friday at 10am PT.

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  • Online Media Daily: Oracle Takes Social Marketing Seriously

    - by Richard Lefebvre
    In the article published on Nov 12, 2012 and titled "Oracle Integrates Social Marketing Into Enterprise To Gain Marketing Revs," Online Media Daily explores Oracle's approach to social marketing. The publication says that Oracle is focused on showing marketers how to integrate social data into corporate business processes and how to "socialize" the corporate world. The article goes on to state:"Enterprise software companies like Oracle, SAP, IBM, Salesforce and Microsoft have been slowly building up an expertise in social marketing to integrate the data into traditional enterprise resource planning, and customer relationship management tools into social marketing tools.   Enterprise software companies like Oracle, SAP, IBM, Salesforce and Microsoft have been slowly building up an expertise in social marketing to integrate the data into traditional enterprise resource planning, and customer relationship management tools into social marketing tools.    Read more: http://www.mediapost.com/publications/article/187096/oracle-integrates-social-marketing-into-enterprise.html#ixzz2CPMZ1w3D Meg Bear, VP of cloud social platform at Oracle, sees the integration with ERP systems as a differentiator for the company. Oracle Social Relationship Management launched last month. It integrates social data into traditional enterprise applications like Oracle Fusion Marketing, Oracle Fusion Sales Catalog, Oracle ATG Web Commerce and Oracle ERP." The post goes on to quote a Forrester analyst stating the following:""There's room for any process-driven application to run more efficiently, especially if they're socially enabled," said Rob Koplowitz, VP and principal analyst at Forrester Research. "It takes the human part of the process not generally captured today to provide better access to content, information and collective actions." Koplowitz said several acquisitions support Oracle's long-term vision: to layer social on top of other enterprise apps, like its ERP platform." With many great acquisitions under our belt and organically grown social tools, the market recognizes that Oracle is poised to seize the moment in socially enabled business apps. Continue reading the full article here.

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  • GDL Presents: Women Techmakers with Diane Greene

    GDL Presents: Women Techmakers with Diane Greene Megan Smith co-hosts with Cloud Platform PM Lead Jessie Jiang. They will be exploring former VMWare CEO and current Google, Inc. board member Diane Greene's strategic thoughts about Cloud on a high-level, as well as the direction in which she sees the tech industry for women. Hosts: Megan Smith - Vice President, Google [x] | Jessie Jiang - Product Management Lead, Google Cloud Platform Guest: Diane Greene - Board of Directors, Google, Inc. From: GoogleDevelopers Views: 0 0 ratings Time: 01:00:00 More in Science & Technology

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  • Certifications in the new Certify

    - by richard.miller
    The most up-to-date certifications are now available in Certify - New Additions Feb 2011! What's not yet available can still be found in Classic Certify. We think that the new search will save you a ton of time and energy, so try it out and let us know. NOTE: Not all cert information is in the new system. If you type in a product name and do not find it, send us feedback so we can find the team to add it!. Also, we have been listening to every feedback message coming in. We have plans to make some improvements based on your feedback AND add the missing data. Thanks for your help! Japanese ??? Note: Oracle Fusion Middleware certifications are available via oracle.com: Fusion Middleware Certifications. Certifications viewable in the new Certify Search Oracle Database Oracle Database Options Oracle Database Clients (they apply to both 32-bit and 64-bit) Oracle Enterprise Manager Oracle Beehive Oracle Collaboration Suite Oracle E-Business Suite, Now with Release 11i & 12! Oracle Siebel Customer Relationship Management (CRM) Oracle Governance, Risk, and Compliance Management Oracle Financial Services Oracle Healthcare Oracle Life Sciences Oracle Enterprise Taxation Management Oracle Retail Oracle Utilities Oracle Cross Applications Oracle Primavera Oracle Agile Oracle Transportation Management (G-L) Oracle Value Chain Planning Oracle JD Edwards EnterpriseOne (NEW! Jan 2011) 8.9+ and SP23+ Oracle JD Edwards World (A7.3, A8.1, A9.1, and A9.2) Certifications viewable in Classic Certify Classic certify is the "old" user interface. Clicking the "Classic Certify" link from Certifications QuickLinks will take you there. Enterprise PeopleTools Release 8.49, Release 8.50, and Release 8.51 Other Resources See the Tips and Tricks for the new Certify. Watch the 4 minute introduction to the new certify. Or how to get the most out of certify with a advanced searching and features demo with the new certify. =0)document.write(unescape('%3C')+'\!-'+'-') //--

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  • Procedural world generation oriented on gameplay features

    - by Richard Fabian
    In large procedural landscape games, the land seems dull, but that's probably because the real world is largely dull, with only limited places where the scenery is dramatic or tactical. Looking at world generation from this point of view, a landscape generator for a game needs to not follow the rules of landscaping, but instead some rules married to the expectations of the gamer. For example, there could be a choke point / route generator that creates hills ravines, rivers and mountains between cities, rather than cities plotted on the land based on the resources or conditions generated by the mountains and rainfall patterns. Is there any existing work being done like this? Start with cities or population centres and then add in terrain afterwards?

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  • How to run RCU from the command line

    - by Kevin Smith
    When I was trying to figure out how to run RCU on 64-bit Linux I found this post. It shows how to run RCU from the command line. It didn't actually work for me, so you can see my post on how to run RCU on 64-bit Linux. But, seeing how to run RCU from the command got me started thinking about running RCU from the command line to create the schema for WebCenter Content. That post got me part of the way there since it shows how run RCU silently from the command line, but to do this you need to know the name of the RCU component for WebCenter Content. I poked around in the RCU files and found the component name for WCC is CONTENTSERVER11. There is a contentserver11 directory in rcuHome/rcu/integration and when you look at the contentserver11.xml file you will see <RepositoryConfig COMP_ID="CONTENTSERVER11"> With the component name for WCC in hand I was able to use this command line to run RCU and create the schema for WCC. .../rcuHome/bin/rcu -silent -createRepository -databaseType ORACLE -connectString localhost:1521:orcl1 -dbUser sys -dbRole sysdba -schemaPrefix TEST -component CONTENTSERVER11 -f <rcu_passwords.txt To make the silent part work and not have it prompt you for the passwords needed (sys password and password for each schema) you use the -f option and specify a file containing the passwords, one per line, in the order the components are listed on the -component argument. Here is the output from rcu when I ran the above command. Processing command line ....Repository Creation Utility - Checking PrerequisitesChecking Global PrerequisitesRepository Creation Utility - Checking PrerequisitesChecking Component PrerequisitesRepository Creation Utility - Creating TablespacesValidating and Creating TablespacesRepository Creation Utility - CreateRepository Create in progress.Percent Complete: 0...Percent Complete: 100Repository Creation Utility: Create - Completion SummaryDatabase details:Host Name              : localhostPort                   : 1521Service Name           : ORCL1Connected As           : sysPrefix for (prefixable) Schema Owners : TESTRCU Logfile            : /u01/app/oracle/logdir.2012-09-26_07-53/rcu.logComponent schemas created:Component                            Status  LogfileOracle Content Server 11g - Complete Success /u01/app/oracle/logdir.2012-09-26_07-53/contentserver11.logRepository Creation Utility - Create : Operation Completed This works fine if you want to use the default tablespace sizes and options, but there does not seem to be a way to specify the tablespace options on the command line. You can specify the name of the tablespace and temp tablespace, but they must already exist in the database before running RCU. I guess you can always create the tablespaces first using your desired sizes and options and then run RCU and specify the tablespaces you created. When looking up the command line options in the RCU doc I found it has the list of components for each product that it supports. See Appendix B in the RCU User's Guide.

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  • Should I add parameters to instance methods that use those instance fields as parameters?

    - by john smith optional
    I have an instance method that uses instance fields in its work. I can leave the method without that parameters as they're available to me, or I can add them to the parameter list, thus making my method more "generic" and not reliable on the class. On the other hand, additional parameters will be in parameters list. Which approach is preferable and why? Edit: at the moment I don't know if my method will be public or private. Edit2: clarification: both method and fields are instance level.

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  • How to create per-vertex normals when reusing vertex data?

    - by Chris Smith
    I am displaying a cube using a vertex buffer object (gl.ELEMENT_ARRAY_BUFFER). This allows me to specify vertex indicies, rather than having duplicate vertexes. In the case of displaying a simple cube, this means I only need to have eight vertices total. Opposed to needing three vertices per triangle, times two triangles per face, times six faces. Sound correct so far? My question is, how do I now deal with vertex attribute data such as color, texture coordinates, and normals when reusing vertices using the vertex buffer object? If I am reusing the same vertex data in my indexed vertex buffer, how can I differentiate when vertex X is used as part of the cube's front face versus the cube's left face? In both cases I would like the surface normal and texture coordinates to be different. I understand I could average the surface normal, however I would like to render a cube. Also, this still doesn't work for texture coordinates. Is there a way to save memory using a vertex buffer object while being able to provide different vertex attribute data based on context? (Per-triangle would be idea.) Or should I just duplicate each vertex for each context in which it gets rendered. (So there is a one-to-one mapping between vertex, normal, color, etc.) Note: I'm using OpenGL ES.

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  • Start Your Engines

    - by Richard Jones
    Just passing on the good news from MIX Keynote yesterday. The CTP Developers Kit for Windows Phone 7 Series, is available here. http://www.microsoft.com/downloads/details.aspx?FamilyID=2338b5d1-79d8-46af-b828-380b0f854203&displaylang=en#filelist First impressions are great.   Hello World up and running in under 2 minutes - Technorati Tags: Windows Pgone 7 Series

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  • isometric drawing order with larger than single tile images - drawing order algorithm?

    - by Roger Smith
    I have an isometric map over which I place various images. Most images will fit over a single tile, but some images are slightly larger. For example, I have a bed of size 2x3 tiles. This creates a problem when drawing my objects to the screen as I get some tiles erroneously overlapping other tiles. The two solutions that I know of are either splitting the image into 1x1 tile segments or implementing my own draw order algorithm, for example by assigning each image a number. The image with number 1 is drawn first, then 2, 3 etc. Does anyone have advice on what I should do? It seems to me like splitting an isometric image is very non obvious. How do you decide which parts of the image are 'in' a particular tile? I can't afford to split up all of my images manually either. The draw order algorithm seems like a nicer choice but I am not sure if it's going to be easy to implement. I can't solve, in my head, how to deal with situations whereby you change the index of one image, which causes a knock on effect to many other images. If anyone has an resources/tutorials on this I would be most grateful.

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  • Computing a normal matrix in conjunction with gluLookAt

    - by Chris Smith
    I have a hand-rolled camera class that converts yaw, pitch, and roll angles into a forward, side, and up vector suitable for calling gluLookAt. Using this camera class I can modify the model-view matrix to move about the 3D world just fine. However, I am having trouble when using this camera class (and associated model-view matrix) when trying to perform directional lighting in my vertex shader. The problem is that the light direction, (0, 1, 0) for example, is relative to where the 'camera is looking' and not the actual world coordinates. (Or is this eye coordinates vs. model coordinates?) I would like the light direction to be unaffected by the camera's viewing direction. For example, when the camera is looking down the Z axis the ground is lit correctly. However, if I point the camera straight at the ground, then it goes dark. This is (I think) because the light direction is parallel with the camera's 'up' vector which is perpendicular with the ground's normal vector. I tried computing the normal matrix without taking the camera's model view into account, but then none of my objects were rotated correctly. Sorry if this sounds vague. I suspect there is a straight forward answer, but I'm not 100% clear on how the normal matrix should be used for transforming vertex normals in my vertex shader. For reference, here is pseudo code for my rendering loop: pMatrix = new Matrix(); pMatrix = makePerspective(...) mvMatrix = new Matrix() camera.apply(mvMatrix); // Calls gluLookAt // Move the object into position. mvMatrix.translatev(position); mvMatrix.rotatef(rotation.x, 1, 0, 0); mvMatrix.rotatef(rotation.y, 0, 1, 0); mvMatrix.rotatef(rotation.z, 0, 0, 1); var nMatrix = new Matrix(); nMatrix.set(mvMatrix.get().getInverse().getTranspose()); // Set vertex shader uniforms. gl.uniformMatrix4fv(shaderProgram.pMatrixUniform, false, new Float32Array(pMatrix.getFlattened())); gl.uniformMatrix4fv(shaderProgram.mvMatrixUniform, false, new Float32Array(mvMatrix.getFlattened())); gl.uniformMatrix4fv(shaderProgram.nMatrixUniform, false, new Float32Array(nMatrix.getFlattened())); // ... gl.drawElements(gl.TRIANGLES, this.vertexIndexBuffer.numItems, gl.UNSIGNED_SHORT, 0); And the corresponding vertex shader: // Attributes attribute vec3 aVertexPosition; attribute vec4 aVertexColor; attribute vec3 aVertexNormal; // Uniforms uniform mat4 uMVMatrix; uniform mat4 uNMatrix; uniform mat4 uPMatrix; // Varyings varying vec4 vColor; // Constants const vec3 LIGHT_DIRECTION = vec3(0, 1, 0); // Opposite direction of photons. const vec4 AMBIENT_COLOR = vec4 (0.2, 0.2, 0.2, 1.0); float ComputeLighting() { vec4 transformedNormal = vec4(aVertexNormal.xyz, 1.0); transformedNormal = uNMatrix * transformedNormal; float base = dot(normalize(transformedNormal.xyz), normalize(LIGHT_DIRECTION)); return max(base, 0.0); } void main(void) { gl_Position = uPMatrix * uMVMatrix * vec4(aVertexPosition, 1.0); float lightWeight = ComputeLighting(); vColor = vec4(aVertexColor.xyz * lightWeight, 1.0) + AMBIENT_COLOR; } Note that I am using WebGL, so if the anser is use glFixThisProblem(...) any pointers on how to re-implement that on WebGL if missing would be appreciated.

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  • Solving Inbound Refinery PDF Conversion Issues, Part 1

    - by Kevin Smith
    Working with Inbound Refinery (IBR)  and PDF Conversion can be very frustrating. When everything is working smoothly you kind of forgot it is even there. Documents are cheeked into WebCenter Content (WCC), sent to IBR for conversion, converted to PDF, returned to WCC, and viola your Office documents have a nice PDF rendition available for viewing. Then a user checks in a bunch of password protected Word files, the conversions fail, your IBR queue starts backing up, users start calling asking why their document have not been released yet, and your spend a frustrating afternoon trying to recover and get things back running properly again. Password protected documents are one cause of PDF conversion failures, and I will cover those in a future blog post, but there are many other problems that can cause conversions to fail, especially when working with the WinNativeConverter and using the native applications, e.g. Word, to convert a document to PDF. There are other conversion options like PDFExportConverter which uses Oracle OutsideIn to convert documents directly to PDF without the need for the native applications. However, to get the best fidelity to the original document the native applications must be used. Many customers have tried PDFExportConverter, but have stayed with the native applications for conversion since the conversion results from PDFExportConverter were not as good as when the native applications are used. One problem I ran into recently, that at least has a easy solution, are Word documents that display a Show Repairs dialog when the document is opened. If you open the problem document yourself you will see this dialog. This will cause the conversion to time out. Any time the native application displays a dialog that requires user input the conversion will time out. The solution is to set add a setting for BulletProofOnCorruption to the registry for the user running Word on the IBR server. See this support note from Microsoft for details. The support note says to set the registry key under HKEY_CURRENT_USER, but since we are running IBR as a service the correct location is under HKEY_USERS\.DEFAULT. Also since in our environment we were using Office 2007, the correct registry key to use was: HKEY_USERS\.DEFAULT\Software\Microsoft\Office\11.0\Word\Options Once you have done this restart the IBR managed server and resubmit your problem document. It should now be converted successfully. For more details on IBR see the Oracle® WebCenter Content Administrator's Guide for Conversion.

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  • Reaching the Pinnacle of Customer Experience : Customer Concepts WebTV #2

    - by Richard Lefebvre
    The challenge has never been greater – globalization increases consumer choice and quickly converts products into mere commodities. Leading companies understand that delivering exceptional customer experiences and building brand equity are vital for success. Please join us for an exclusive Web TV broadcast to hear how companies are enriching interactions differently with their customers to drive measurable business value. Our panel of experts including customers, industry thought leaders and Oracle executives will discuss how to refine the customer experience and build a digital experience to win new clients and maximise customer retention. Register now for this pan-European interactive Web TV show on Friday, July 6 at 10 a.m. BST / 11 a.m. CET. Watch and share the teaser video  REPLAY Fusion CRM Sales - Performance Management on demand: Watch and share the teaser video and replay.

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  • Configuration tools for multiple monitors for X / Linux

    - by richard
    I have Ubuntu 10.04 running gnome and two monitors. I am wondering if a can get a better multi-monitor configuration tool. The one I have, gnome-display-properties, has too many problems, including: When I swapped my monitors over, the narrower (external) one now on the left. There is a width calculation error, such that I have a virtual monitor the width of the wide-monitor on the narrow-monitor and part of the wide monitor. And a virtual narrow-monitor on the remainder of the wide-monitor. Also the visible mouse pointer does is not aligned with the active spot, an x offset of one monitor width. I would like, in approximate order of importance: nobugs. to be able to select which is primary monitor. to have multiple configurations. configurations to be automatically selected based on which monitors are attached. configurations to be cycled (reliably) when display mode key is pressed. when a display is deactivated, for windows to migrate to remaining monitors. option to not change display resolution when mirroring, but to use side/top blanking bars to pad out screen.

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  • Is it customary for software companies to forbid code authors from taking credit for their work? do code authors have a say?

    - by J Smith
    The company I work for has decided that the source code for a set of tools they make available to customers is also going to be made available to those customers. Since I am the author of that source code, and since many source code files have my name written in them as part of class declaration documentation comments, I've been asked to remove author information from the source code files, even though the license headers at the beginning of each source file make it clear that the company is the owner of the code. Since I'm relatively new to this industry I was wondering whether it's considered typical for companies that decide to make their source code available to third parties to not allow the code authors to take some amount of credit for their work, even when it's clear that the code author is not the owner of the code. Am I right in assuming that I don't have a say on the matter?

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  • OPA Mobile Now Available on iTunes AppStore and Google Play

    - by Richard Lefebvre
    Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 A free standalone app demonstrating the power of Oracle Policy Automation (OPA) Interviews is available on both Apple’s iTunes AppStore and Google Play (for Android). Later in 2014 customers will be able to deploy their own policy models to the mobile app using the new OPA Hub! /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;}

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  • Certifications in the new Certify - March 2011 Update

    - by richard.miller
    The most up-to-date certifications are now available in Certify - New Additions March 2011! What's not yet available can still be found in Classic Certify. We think that the new search will save you a ton of time and energy, so try it out and let us know. NOTE: Not all cert information is in the new system. If you type in a product name and do not find it, send us feedback so we can find the team to add it!.Also, we have been listening to every feedback message coming in. We have plans to make some improvements based on your feedback AND add the missing data. Thanks for your help!Japanese ???Note: Oracle Fusion Middleware certifications are available via oracle.com: Fusion Middleware Certifications.Certifications viewable in the new Certify SearchEnterprise PeopleTools Release 8.50, and Release 8.51 Added March 2011!Oracle DatabaseOracle Database OptionsOracle Database Clients (they apply to both 32-bit and 64-bit)Oracle BeehiveOracle Collaboration SuiteOracle E-Business Suite, Now with Release 11i & 12!Oracle Siebel Customer Relationship Management (CRM)Oracle Governance, Risk, and Compliance ManagementOracle Financial ServicesOracle HealthcareOracle Life SciencesOracle Enterprise Taxation ManagementOracle RetailOracle UtilitiesOracle Cross ApplicationsOracle PrimaveraOracle AgileOracle Transportation Management (G-L)Oracle Value Chain PlanningOracle JD Edwards EnterpriseOne (NEW! Jan 2011) 8.9+ and SP23+Oracle JD Edwards World (A7.3, A8.1, A9.1, and A9.2)Certifications viewable in Classic CertifyClassic certify is the "old" user interface. Clicking the "Classic Certify" link from Certifications > QuickLinks will take you there.Enterprise PeopleTools Release 8.49 (Coming Soon)Enterprise ManagerOther ResourcesSee the Tips and Tricks for the new Certify.Watch the 4 minute introduction to the new certify.Or how to get the most out of certify with a advanced searching and features demo with the new certify.

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  • How to Stress Test the Hard Drives in Your PC or Server

    - by Tim Smith
    You have the latest drives for your server.  You stacked the top-of-the line RAM in the system.  You run effective code for your system.  However, what throughput is your system capable of handling, and can you really trust the capabilities listed by hardware companies? How to Stress Test the Hard Drives in Your PC or Server How To Customize Your Android Lock Screen with WidgetLocker The Best Free Portable Apps for Your Flash Drive Toolkit

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  • SQL Monitor and "The Cloud"

    - by Richard Mitchell
    So, how can we demo this thing? In the beginning there was a product, and it was a good product for the testers had decreed it so, and nobody argues with a tester. But then comes the inevitable question of how can somebody test it out without risk. Red Gate prides itself on the tools being easy for people to trial before they buy, and no cut down trial for you sir, oh no, for you sir only the best will do - a fully functional trial - suits you sir. The problem The problem comes when you get a...(read more)

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  • Does Your Customer Engagement Create an Ah Feeling?

    - by Richard Lefebvre
    An (Oracle CX Blog) article by Christina McKeon Companies that successfully engage customers all have one thing in common. They make it seem easy for the customer to get what they need. No one would argue that brands don’t want to leave customers with this “ah” feeling. Since 94% of customers who have a low-effort service experience will buy from that company again, it makes financial sense for brands.1 Some brands are thinking differently about how they engage their customers to create ah feelings. How do they do it? Toyota is a great example of using smart assistance technology to understand customer intent and answer questions before customers hit the submit button online. What is unique in this situation is that Toyota captures intent while customers are filling out email forms. Toyota analyzes the data in the form and suggests responses before the customer sends the email. The customer gets the right answer, and the email never makes it to your contact center — which makes you and the customer happy. Most brands are fully aware of chat as a service channel, but some brands take chat to a whole new level. Beauty.com, part of the drugstore.com and Walgreens family of brands, uses live chat to replicate the personal experience that one would find at high-end department store cosmetic counters. Trained beauty advisors, all with esthetician or beauty counter experience, engage in live chat sessions with online shoppers to share immediate advice on the best products for their personal needs. Agents can watch customer activity online and determine the right time to reach out and offer help, just as help would be offered in a brick-and-mortar store. And, agents can co-browse along with the customer helping customers with online check-out. These personal chat discussions also give Beauty.com the opportunity to present products, advertise promotions, and resolve customer issues when they arise. Beauty.com converts approximately 25% of chat sessions into product orders. Photobox, the European market leader in online photo services, wanted to deliver personal and responsive service to its 24 million members. It ensures customer inquiries on personalized photo products are routed based on agent knowledge so customers get what they need from the company experts. By using a queuing system to ensure that the agent with the most appropriate knowledge handles the query, agent productivity increased while response times to 1,500 customer queries per day decreased. A real-time dashboard prevents agents from being overloaded with queries. This approach has produced financial results with a 15% increase in sales to existing customers and a 45% increase in orders from newly referred customers.

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