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• Customer Experience Online Forum

  - by Christie Flanagan

  Missed Oracle’s Customer Experience Online Forum?  Don’t worry. You can still catch the sessions at your convenience. Watch the Customer Experience Online Forum on demand to hear from Bruce Tempkin, a leading expert in customer experience, as well as other thought leaders and they delve into topics such as the ROI of customer experience and strategies for winning over customers.  Simply register to gain access to these sessions and more: The Customer Experience RevolutionCustomer experience has become the most important and defensible differentiator for your business. The customer experience is a journey that transcends all customer touchpoints and stages of the customer lifecycle. Discover where you are in the journey, identify how to begin optimizing the experience you deliver your customers, and join the Revolution.The ROI of Customer ExperienceBruce Temkin, Customer Experience Transformist & Managing Partner, Temkin GroupResearch of US and UK customers demonstrates a high correlation between a positive customer experience and loyalty. A successful customer interaction increases the willingness to buy more and to recommend your company. US companies can gain $380 million over three years by providing an optimized customer experience. This session will help companies determine the business impact that customer experience has on their specific business. Integrating Marketing and Loyalty to Deliver Great Customer ExperiencesNew devices and channels, such as mobile, social and web, are creating radical shifts in the customer buying process and the ways your company can reach and communicate with existing and potential customers. Learn how leading brands are using Oracle's marketing solutions to harness big data and better understand their customers, extend their marketing reach into social channels, and retain their high value customers through more rewarding customer experience.Where to Start Your Organization's RevolutionThe process of crafting a great customer experience starts with understanding customers and their goals. This session helps you to begin mapping a sound customer experience strategy, describing the intended experience and kinds of processes that create differentiation. The ROI of Customer Experience: A Tempkin Group Insight Report Did you know that customer experience leaders have more than a 16 percentage point advantage over customer experience laggards in consumers’ willingness to buy more, their reluctance to switch business away, and their likelihood to recommend? Did you know that even a modest increase in customer experience can translate into millions of dollars gained? Learn more about the ROI of customer experience in this free report.

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• What would you do to improve the working of a small Development team?

  - by Omar Kooheji

  My company is having a reshuffle and I'm applying for my boss' job as he's moved up the ladder. The new role would give me a chance to move our development team into the 21st century and I'd like to make sure that: I can provide sensible suggestions in the interview to get the job so I can fix the team If I get the job I can actually enact some changes to actually improve the lives of the developers and their output. I want to know what I can suggest to improve the way we work, because I think it's a mess but every time I've suggested a change it's been shot down because any time spend implementing the change would be time that isn't spent developing software. Here is the state of play at the moment: My team consists of 3-4 developers (Mainly Java but I do some .Net work) Each member of the team is usually works on 2-3 projects at a time We are each responsible for the entire life cycle of the project from design to testing. Usually only one person works on a project (Although we have the odd project that will have more than one person working on it.) Projects tend to be bespoke to single customer, or are really heavilly reliant on a particular customer environment. We have 2-3 "Products" which we evolve to meet customer requirements. We use SVN for source control We don't do continuous integration (I'd like to start) We use a really basic bug tracker for internal issue tracking (I'd like to move to an issue/task management system) Any changes that bring a sudden dip in revenue generation will probably be rejected, the company isn't structured for development most of the rest of the technical team's jobs can be broken down to install this piece of hardware, configure that piece of hardware and once a job is done it's done and you never have to look at it again. This mentality has crept into development team because it's part of the company culture.

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• How to interview my future team leader?

  - by Stormenet

  Our current team leader is quitting his job (starting his own company) and thus we are searching for a new team leader. It's a small team of 4 people (Team leader included). Since it's a small team we expect the team leader not to only manage us but also do some coding. Because of this I convinced the R&D manager to let me have a say in this so that I can evaluate his technical skills and managing skills. I have little experience interviewing people let alone my future Team leader. What I search in a team leader is someone who isn't running a dictatorship but someone that when there are issues there is a discussion about it and we take everyone on the same line. What are the things I should not forget to ask and what are the skills I should find in that person?

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• Get Proactive with Fusion Middleware

  - by Daniel Mortimer

  Prevent, Resolve, Upgrade ! If you have not seen or bookmarked it already, check out:Get Proactive with Fusion Middleware [ID 1388293.1]This is a one stop shop for navigating to proactive support material, tools, and communication channels related to Oracle Fusion Middleware e.g. Lifecycle Advisors Information Centers Diagnostic and Health Check Tools like RDA and OCM Support Communities Newsletters Furthermore, once in this support document, a click on the "Proactive Home" option in the menu will take you to the main Get Proactive support document. From this document you can access other product family "Get Proactive" documents such as the ones belonging to the Database and Enterprise Manager.Oracle Premier Support: Get Proactive! [ID 432.1]432.1 .. nice easy number to remember :-) The "Get Proactive" support documents will be updated on a monthly basis. If you have any comments or feedback feel free to post against this blog entry. Or alternatively click the "Rate this Document" icon when viewing the support document in My Oracle Support.

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• TF30004: The New Team Project Wizard encountered an unexpected error while initializing the Microsof

  - by Frozzare

  Hello, i get this error when i trying to create a new project in team project. The server is right, i check all ports. I don't now what i should do now, can't find any good information 2009-09-19 01:45:41Z | Module: Internal | Team Foundation Server proxy retrieved | Completion time: 0.338 seconds 2009-09-19 01:45:41Z | Module: Internal | The template information for Team Foundation Server "TFSServer01" was retrieved from the Team Foundation Server. | Completion time: 0.099 seconds 2009-09-19 01:45:41Z | Module: Wizard | Retrieved IAuthorizationService proxy | Completion time: 0.404 seconds 2009-09-19 01:45:41Z | Module: Wizard | TF30227: Project creation permissions retrieved | Completion time: 0.015 seconds 2009-09-19 01:45:44Z | Module: Engine | Thread: 5 | New project will be created with the "MSF for Agile Software Development - v4.2" methodology 2009-09-19 01:45:44Z | Module: Engine | Retrieved IAuthorizationService proxy | Completion time: 0 seconds 2009-09-19 01:45:44Z | Module: Engine | TF30227: Project creation permissions retrieved | Completion time: 0.01 seconds 2009-09-19 01:45:45Z | Module: Engine | Wrote compressed process template file | Completion time: 0.001 seconds 2009-09-19 01:45:46Z | Module: Engine | Extracted process template file | Completion time: 1.428 seconds 2009-09-19 01:45:46Z | Module: Engine | Thread: 5 | Starting Project Creation for project "TestProject" in domain "TFSServer01" 2009-09-19 01:45:46Z | Module: Engine | The user identity information was retrieved from the Group Security Service | Completion time: 0.045 seconds 2009-09-19 01:45:46Z | Module: Initializer | Thread: 5 | The New Team Project Wizard is starting to initialize the plug-ins. 2009-09-19 01:45:46Z | Module: CssStructureUploader | Thread: 5 | Entering Initialize in CssStructureUploader 2009-09-19 01:45:46Z | Module: CssStructureUploader | Thread: 5 | Initialize for CssStructureUploader complete 2009-09-19 01:45:46Z | Module: Initializer | Thread: 5 | The New Team Project Wizard successfully Initialized the plug-in Microsoft.ProjectCreationWizard.Classification. 2009-09-19 01:45:46Z | Module: Rosetta | Thread: 5 | Entering Initialize in RosettaReportUploader 2009-09-19 01:45:48Z | Module: Rosetta | Thread: 5 | Exiting Initialize for RosettaReportUploader 2009-09-19 01:45:48Z | Module: Initializer | Thread: 5 | The New Team Project Wizard successfully Initialized the plug-in Microsoft.ProjectCreationWizard.Reporting. 2009-09-19 01:45:48Z | Module: WSS | Thread: 5 | Entering Initialize in WssSiteCreator 2009-09-19 01:45:48Z | Module: WSS | Thread: 5 | Site information: Title = "TestProject" Description = "This team project was created based on the 'MSF for Agile Software Development - v4.2' process template." 2009-09-19 01:45:48Z | Module: WSS | Thread: 5 | Base site url: http://TFSServer01:14143/webbplatser 2009-09-19 01:45:48Z | Module: WSS | Thread: 5 | Admin site url: http://TFSServer01:16183/_vti_adm/admin.asmx ---begin Exception entry--- Time: 2009-09-19 01:46:27 Z Module: Initialize Event Description: TF30207: Initialization for plugin "Microsoft.ProjectCreationWizard.Portal 'failed Exception Type: Microsoft.TeamFoundation.Client.PcwException Exception Message: The client discovered that content-type of request is text / html; charset = utf-8, but the text / xml expected. The request failed with error message: -- Unable to connect to the configuration database. --. Stack Trace: vid Microsoft.VisualStudio.TeamFoundation.WssSiteCreator.CheckPermissions(ProjectCreationContext ctxt) vid Microsoft.VisualStudio.TeamFoundation.WssSiteCreator.Initialize(ProjectCreationContext context) vid Microsoft.VisualStudio.TeamFoundation.EngineStarter.InitializePlugins(MsfTemplate template, PcwPluginCollection pluginCollection) -- Inner Exception -- Exception Type: System.InvalidOperationException Exception Message: The client discovered that content-type of request is text / html; charset = utf-8, but the text / xml expected. The request failed with error message: -- Unable to connect to the configuration database. --. Stack Trace: vid System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall) vid System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters) vid Microsoft.TeamFoundation.Proxy.Portal.Admin.GetLanguages() vid Microsoft.VisualStudio.TeamFoundation.WssSiteCreator.CheckPermissions(ProjectCreationContext ctxt) -- end Inner Exception -- --- end Exception entry --- Thanks for you help

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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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• Catch Oracle Today and Tomorrow at Forrester’s Customer Experience Forum 2012 East

  - by Christie Flanagan

  Continuing our coverage of the customer experience revolution this week, don’t miss a chance to catch up with Oracle at Forrester’s Customer Experience Forum 2012 East today and tomorrow in New York City. The theme for this year’s Forum is “Outside In: The Power Of Putting Customers At The Center Of Your Business” and will take a look at important questions surrounding how to transform your company in order to take best advantage of the customer experience revolution: Why is customer experience the greatest untapped source of cost savings and increased revenue today? What is the key to understanding and taking control of your customer experience ecosystem? What are the six essential customer experience disciplines? Which companies have adopted best-in-class customer experience practices? How do customer experience strategies drive differentiating activities and processes at top companies? Which organizations appoint a chief customer officer to lead their customer experience efforts? What is the future of customer experience? How can you design an enterprise wide customer experience? How can you measure the results of your customer experience efforts? As a gold sponsor of the event, there will be a numbers of ways to interact with Oracle while you’re attending the Forum.  Here are some of the highlights:Oracle Speaking SessionTuesday, June 26, 2:10pm – 2:40pmThe Customer And YOU — Today’s Winners Are Defined By Customer ExperienceAnthony Lye, Senior Vice President of Customer Relationship Management, OracleCome hear Anthony Lye, Senior Vice President of Customer Relationship Management at Oracle, explain how leading companies are investing in customer experience solutions to enrich all interactions between a customer and their company. He will discuss Oracle's vision for transforming your customer engagement, insight, and execution into a connected, personalized, and rewarding experience across all touchpoints and interactions. He will demonstrate how great customer experiences generate real business results by attracting more customers, retaining more customers, and generating more sales while improving operational efficiency.Solution ShowcaseTuesday, June 26th9:45am - 10:30am - Morning Networking Break in the Solutions Showcase11:45am – 1:15pm - Networking Lunch an Dessert in the Solutions Showcase2:40pm – 3:25pm - Afternoon Break in the Solutions Showcase5:30pm – 7:00pm - Networking Reception in the Solutions ShowcaseWednesday, June 27th9:45am - 10:30am - Morning Networking Break in the Solutions Showcase12:20pm -1:20pm - Networking Lunch and Dessert in the Solutions ShowcaseWe hope to see you there! Webcast: Learn How Ancestry.com Delivers Exceptional Online Customer Experience with Oracle WebCenterDate: Thursday, June 28, 2012Time: 10:00 AM PDT/ 1:00 PM EDT Ancestry.com is the world’s largest online family history resource, providing an engaging customer experience to more than 1.7 million members. With a wealth of learning resources and a worldwide community of family history enthusiasts, Ancestry.com helps people discover their roots and tell their family stories. Key to Ancestry.com’s success has been the delivery of an online customer experience that converts site visitors into paying subscribers and keeps them coming back. Register now to learn how Ancestry.com delivers an exception customer experience using Oracle WebCenter Sites. Normal 0 false false false EN-US X-NONE X-NONE /* 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:0in 5.4pt 0in 5.4pt; mso-para-margin-top:0in; mso-para-margin-right:0in; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0in; line-height:115%; 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-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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• BigData and Customer Experience: Happy Together

  - by Isabel F. Peñuelas

  The two big buzzes of the year may lay closer than it appears. Both concepts intersect at various points: BigData and Return of Investment of Marketing Campaigns On a recent post Big Data Is The Future Of Marketing Jeff Dachis explains very clearly how “Big data analytics finally allows marketers to identify, measure, and manage what is positively impacting their Brand”. Regression analysis applied to big data volumes coming from social media will substitute the failed attempts to justify marketing investments on social media in terms of followers and likes, he continues, “the measurement models applied by marketers on TV Campaigns don´t work on social”, we need to study the data with fresh eyes and maybe then we will start understanding and measuring brand engagemet. Social CRM and BigData The real value of Social CRM start by analyzing mass of big data from social media in order of applying social intelligence techniques that allow us to classify new customer niches and communities and define appropriated strategies to contact potential customers. Gartner Says that the Market for Social CRM is on pace to surpass $1 Billion in Revenue by Year-End 2012 but in words of Zach Hofer-Shall, Analyst at Forrester Research “Social customer relationship management is hard” (The Social CRM Arms Race Heats ). To succeed brands need three things: Investing in new social tools, investing in consultancy and investing in infrastructure for massive data storage and analysis. Neither CeX or BigData are easy and cheap wins. But what are the customer benefits of such investments? Big Data and Brand Engagement Time is the most valuable asset of todays consumers: tired of information overload, exhausted by the terabytes of offering, anxious because of not having the same fast multichannel experience with their services’ marketers or preferred goods providers than the one they found on their social media. Yes, I know you have read this before- me too. But is real. The motto of the Customer Experience philosophy of providing a consistent experience through multiple touchpoints that makes the relationship customer/brand easier and valuable finds it basis on understanding customer/s preferences and context for which BigData analysis is another imperative. In summary, I believe that using BigData Analysis in combination with appropriated CeX strategies and technologies is a promising direction for achieving: efficiency and marketing cost-savings; growing the customer base; and increasing customer conversion and retention. In a world: The Direction of Future Marketing.

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• Week 24: Karate Kid Chops, The A-Team Runs, and the OPN Team Delivers

  - by sandra.haan

  The 80's called and they want their movies back. With the summer line-up of movies reminding us to wax on and wax off one can start to wonder if there is anything new to look forward to this summer. The OPN Team is happy to report that - yes - there is. As Hannibal would say "I love it when a plan comes together"! And a plan we have; for the past 2 months we've been working to pull together the FY11 Oracle PartnerNetwork Kickoff. Listen in as Judson tells you more. While we can't offer you Bradley Cooper or Jackie Chan we can promise you an exciting line-up of guests including Safra Catz and Charles Phillips. With no lines to wait in or the annoyingly tall guy sitting in front of you this might just be the best thing you see all summer. Register now & Happy New Year, The OPN Communications Team

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• Topics for development team cross training sessions

  - by BBlake

  Our team of developers are going to start holding monthly meetings for the purposes of cross training and knowledge improvement. We're looking for ideas for topics to discuss. We've already made a list of some obvious ones, such as discussions/training on specific applications, proper usage of TFS for source control, bug tracking and code reviews, coding standards, and corporate architecture. The problem we're having is that we are a cross-platform development team so we don't want to look at topics that only apply to certain members of the team (Sql, .NET, reporting, third party apps, etc). We'll use sub-team meetings for those. So what other topics that would apply across a broad development team would be good for these training sessions?

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• Advice for Setting up an On-Call Team

  - by Ciaran Archer

  I'm leading a largish development team (~35 developers). We are doing primarily Web Development work on a number of sites. Historically the knowledge on the teams has been pretty siloed. If you worked on Site A you will know how to troubleshoot it, but you would not be a lot of help on Site B. We also have a few cross-cutting concerns, i.e. common components used between sites which require specialized knowledge to troubleshoot. With all this in mind, I'm trying to understand the best way to setup an on-call team. This would be a team of programmers who would be available to deal with out-of-hours emergency issues occasionally (say one call every 2 weeks). They may be required to deploy emergency fixes. Part of me is saying we can't have a big on-call team with shallow knowledge, instead we need a smaller team with deep knowledge who can expect to be on-call more often and remunerated as such. Does anyone have any suggestions based on experience on how to setup this team? Thanks in advance.

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• Integrate SharePoint 2010 with Team Foundation Server 2010

  - by Martin Hinshelwood

  Our client is using a brand new shiny installation of SharePoint 2010, so we need to integrate our upgraded Team Foundation Server 2010 instance into it. In order to do that you need to run the Team Foundation Server 2010 install on the SharePoint 2010 server and choose to install only the “Extensions for SharePoint Products and Technologies”. We want out upgraded Team Project Collection to create any new portal in this SharePoint 2010 server farm. There a number of goodies above and beyond a solution file that requires the install, with the main one being the TFS2010 client API. These goodies allow proper integration with the creation and viewing of Work Items from SharePoint a new feature with TFS 2010. This works in both SharePoint 2007 and SharePoint 2010 with the level of integration dependant on the version of SharePoint that you are running. There are three levels of integration with “SharePoint Services 3.0” or “SharePoint Foundation 2010” being the lowest. This level only offers reporting services framed integration for reporting along with Work Item Integration and document management. The highest is Microsoft Office SharePoint Services (MOSS) Enterprise with Excel Services integration providing some lovely dashboards. Figure: Dashboards take the guessing out of Project Planning and estimation. Plus writing these reports would be boring!   The Extensions that you need are on the same installation media as the main TFS install and the only difference is the options you pick during the install. Figure: Installing the TFS 2010 Extensions for SharePoint Products and Technologies onto SharePoint 2010   Annoyingly you may need to reboot a couple of times, but on this server the process was MUCH smother than on our internal server. I think this was mostly to do with this being a clean install. Once it is installed you need to run the configuration. This will add all of the Solution and Templates that are needed for SharePoint to work properly with TFS. Figure: This is where all the TFS 2010 goodies are added to your SharePoint 2010 server and the TFS 2010 object model is installed.   Figure: All done, you have everything installed, but you still need to configure it Now that we have the TFS 2010 SharePoint Extensions installed on our SharePoint 2010 server we need to configure them both so that they will talk happily to each other. Configuring the SharePoint 2010 Managed path for Team Foundation Server 2010 In order for TFS to automatically create your project portals you need a wildcard managed path setup. This is where TFS will create the portal during the creation of a new Team project. To find the managed paths page for any application you need to first select the “Managed web applications”  link from the SharePoint 2010 Central Administration screen. Figure: Find the “Manage web applications” link under the “Application Management” section. On you are there you will see that the “Managed Paths” are there, they are just greyed out and selecting one of the applications will enable it to be clicked. Figure: You need to select an application for the SharePoint 2010 ribbon to activate.   Figure: You need to select an application before you can get to the Managed Paths for that application. Now we need to add a managed path for TFS 2010 to create its portals under. I have gone for the obvious option of just calling the managed path “TFS02” as the TFS 2010 server is the second TFS server that the client has installed, TFS 2008 being the first. This links the location to the server name, and as you can’t have two projects of the same name in two separate project collections there is unlikely to be any conflicts. Figure: Add a “tfs02” wildcard inclusion path to your SharePoint site. Configure the Team Foundation Server 2010 connection to SharePoint 2010 In order to have you new TFS 2010 Server talk to and create sites in SharePoint 2010 you need to tell the TFS server where to put them. As this TFS 2010 server was installed in out-of-the-box mode it has a SharePoint Services 3.0 (the free one) server running on the same box. But we want to change that so we can use the external SharePoint 2010 instance. Just open the “Team Foundation Server Administration Console” and navigate to the “SharePoint Web Applications” section. Here you click “Add” and enter the details for the Managed path we just created. Figure: If you have special permissions on your SharePoint you may need to add accounts to the “Service Accounts” section.    Before we can se this new SharePoint 2010 instance to be the default for our upgraded Team Project Collection we need to configure SharePoint to take instructions from our TFS server. Configure SharePoint 2010 to connect to Team Foundation Server 2010 On your SharePoint 2010 server open the Team Foundation Server Administration Console and select the “Extensions for SharePoint Products and Technologies” node. Here we need to “grant access” for our TFS 2010 server to create sites. Click the “Grant access” link and  fill out the full URL to the  TFS server, for example http://servername.domain.com:8080/tfs, and if need be restrict the path that TFS sites can be created on. Remember that when the users create a new team project they can change the default and point it anywhere they like as long as it is an authorised SharePoint location. Figure: Grant access for your TFS 2010 server to create sites in SharePoint 2010 Now that we have an authorised location for our team project portals to be created we need to tell our Team Project Collection that this is where it should stick sites by default for any new Team Projects created. Configure the Team Foundation Server 2010 Team Project Collection to create new sites in SharePoint 2010 Back on out TFS 2010 server we need to setup the defaults for our upgraded Team Project Collection to the new SharePoint 2010 integration we have just set up. On the TFS 2010 server open up the “Team Foundation Server Administration Console” again and navigate to the “Team Project Collections” node. Once you are there you will see a list of all of your TPC’s and in our case we have a DefaultCollection as well as out named and Upgraded collection for TFS 2008. If you select the “SharePoint Site” tab we can see that it is not currently configured. Figure: Our new Upgrade TFS2008 Team Project Collection does not have SharePoint configured Select to “Edit Default Site Location” and select the new integration point that we just set up for SharePoint 2010. Once you have selected the “SharePoint Web Application” (the thing we just configured) then it will give you an example based on that configuration point and the name of the Team Project Collection that we are configuring. Figure: Set the default location for new Team Project Portals to be created for this Team Project Collection This is where the reason for configuring the Extensions on the SharePoint 2010 server before doing this last bit becomes apparent. TFS 2010 is going to create a site at our http://sharepointserver/tfs02/ location called http://sharepointserver/tfs02/[TeamProjectCollection], or whatever we had specified, and it would have had difficulty doing this if we had not given it permission first. Figure: If there is no Team Project Collection site at this location the TFS 2010 server is going to create one This will create a nice Team Project Collection parent site to contain the Portals for any new Team Projects that are created. It is with noting that it will not create portals for existing Team Projects as this process is run during the Team Project Creation wizard. Figure: Just a basic parent site to host all of your new Team Project Portals as sub sites   You will need to add all of the users that will be creating Team Projects to be Administrators of this site so that they will not get an error during the Project Creation Wizard. You may also want to customise this as a proper portal to your projects if you are going to be having lots of them, but it is really just a default placeholder so you have a top level site that you can backup and point at. You have now integrated SharePoint 2010 and team Foundation Server 2010! You can now go forth and multiple your Team Projects for this Team Project Collection or you can continue to add portals to your other Collections.   Technorati Tags: TFS 2010,Sharepoint 2010,VS ALM

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• Leading an offshore team

  - by Chuck Conway

  I'm in a position where I am leading two teams of 4. Both teams are located in India. I am on the west coast of the U.S. I'm finding leading remote teams challenging: First, their command of the English language is weak. Second, I'm having difficultly understanding them through their accents. Third is timing, we are 12 hours apart. We use Skype to communicate. I have a month to get the project done. We've burned through a week just setting up the environments. At this point I'm considering working their hours, 11p PDT to 7a PDT, to get them up to speed, so that I can get the project off the ground. A 12 hour lag time is too much. I'm looking for steps I can take to be successful at leading an offshore team. Update The offshore team's primary task is coding, of course, most coding tasks do involve some design work. The offshore team's are composed of one lead, 2 mid level (4 to 5 years) developers and a junior (~2 years) developer. The project is classic waterfall. We've handed the offshore team a business and a technical design document. We are trying to manage the offshore in an agile way. We have daily conference calls with them and I'm requiring the teams to send me a daily scrum in the form of an email answering the following questions: What did I do today? What am I going to do tomorrow? What do I need from Chuck so I can do my job tomorrow? There is some ambiguity in the tasks. The intent was to give them enough direction for them to develop the task with out writing the code for them. I don't have a travel budget. I am using Fogbugz to track the tasks. Each task has been entered into Fogbugz and given a priority. Each team member has access to FogBugz and can choose what task they wish to complete. Related question: What can we do to improve the way outsourcing/offshoring works? Update 2 I've decided that I can not talk to the team once a day. I must work with them. Starting tonight I've started working the same hours they are. This makes me available to them when they have questions. It also allows me to gain their trust and respect. Stackoverflow question Leading an offshore team

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• Communications: BNSL Unifies The Customer Experience

  - by Michael Seback

  Hear how BNSL achieved a unified customer experience across channels.  BNSL is India's number one telecommunications operator with 70M mobile customers and 20M wired customers. They consolidated 330 different districts and customer experiences into a single customer experience across the contact center, web, email and SMS.  Click here to listen to their journey.  Read more about Oracle Communications.  

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• Aggregating customer service emails from multiple ecommerce sites for easy handling

  - by nitbuntu

  For one of my main customer help email addresses I use Mozilla Thunderbird with a combination of tags and saved searches. As the number of my e-commerce sites grows from 1 to more, customer service handling gets more tricky. Is there any simple and efficient way of handling emails from the different sites? Perhaps what I'm looking for is a way of aggregating customer service emails from different sites, into one place? Perhaps there's a way of already doing this within Thunderbird or Gmail?

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• Aggregating customer service emails from multiple ecommerce sites for easy handling

  - by nitbuntu

  For one of my main customer help email addresses I use Mozilla Thunderbird with a combination of tags and saved searches. As the number of my e-commerce sites grows from 1 to more, customer service handling gets more tricky. Is there any simple and efficient way of handling emails from the different sites? Perhaps what I'm looking for is a way of aggregating customer service emails from different sites, into one place? Perhaps there's a way of already doing this within Thunderbird or Gmail?

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• Call for Customer Examples and Stories--PeopleTools 8.50

  - by PeopleTools Strategy Team

  PeopleTools 8.50 was a big release for us, and one that we think will provide a lot of value for customers. We've been having some interesting conversations with customers about this release at conferences, advisory board meetings, and technical group meetings. However, we would like to solicit some examples and success stories from you, our broad customer base. Do you have some examples of how you are using PeopleTools 8.50 and Enterprise Portal 9.1 that you would be willing to share? We would like to see some screen shots and perhaps a short blurb describing how you are using the Tools and Portal features, as well as any benefits accrued. Do you have a compelling success story? We are particularly interested in hearing about quantifiable improvements in user productivity, performance, cost savings, etc. You should be aware that these screen shots and stories will be public, and could appear in a conference presentation at some point. You will not be asked to serve as a formal reference, however. If you have some stories and examples you'd be willing share with us, please send them to this email address for the PeopleTools team: [email protected]

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• Team Foundation Server (TFS) Team Build Custom Activity C# Code for Assembly Stamping

  - by Bob Hardister

  For the full context and guidance on how to develop and implement a custom activity in Team Build see the Microsoft Visual Studio Rangers Team Foundation Build Customization Guide V.1 at http://vsarbuildguide.codeplex.com/ There are many ways to stamp or set the version number of your assemblies. This approach is based on the build number.   namespace CustomActivities { using System; using System.Activities; using System.IO; using System.Text.RegularExpressions; using Microsoft.TeamFoundation.Build.Client; [BuildActivity(HostEnvironmentOption.Agent)] public sealed class VersionAssemblies : CodeActivity { /// <summary> /// AssemblyInfoFileMask /// </summary> [RequiredArgument] public InArgument<string> AssemblyInfoFileMask { get; set; } /// <summary> /// SourcesDirectory /// </summary> [RequiredArgument] public InArgument<string> SourcesDirectory { get; set; } /// <summary> /// BuildNumber /// </summary> [RequiredArgument] public InArgument<string> BuildNumber { get; set; } /// <summary> /// BuildDirectory /// </summary> [RequiredArgument] public InArgument<string> BuildDirectory { get; set; } /// <summary> /// Publishes field values to the build report /// </summary> public OutArgument<string> DiagnosticTextOut { get; set; } // If your activity returns a value, derive from CodeActivity<TResult> and return the value from the Execute method. protected override void Execute(CodeActivityContext context) { // Obtain the runtime value of the input arguments string sourcesDirectory = context.GetValue(this.SourcesDirectory); string assemblyInfoFileMask = context.GetValue(this.AssemblyInfoFileMask); string buildNumber = context.GetValue(this.BuildNumber); string buildDirectory = context.GetValue(this.BuildDirectory); // ** Determine the version number values ** // Note: the format used here is: major.secondary.maintenance.build // ----------------------------------------------------------------- // Obtain the build definition name int nameStart = buildDirectory.LastIndexOf(@"\") + 1; string buildDefinitionName = buildDirectory.Substring(nameStart); // Set the primary.secondary.maintenance values // NOTE: these are hard coded in this example, but could be sourced from a file or parsed from a build definition name that includes them string p = "1"; string s = "5"; string m = "2"; // Initialize the build number string b; string na = "0"; // used for Assembly and Product Version instead of build number (see versioning best practices: **TBD reference) // Set qualifying product version information string productInfo = "RC2"; // Obtain the build increment number from the build number // NOTE: this code assumes the default build definition name format int buildIncrementNumberDelimterIndex = buildNumber.LastIndexOf("."); b = buildNumber.Substring(buildIncrementNumberDelimterIndex + 1); // Convert version to integer values int pVer = Convert.ToInt16(p); int sVer = Convert.ToInt16(s); int mVer = Convert.ToInt16(m); int bNum = Convert.ToInt16(b); int naNum = Convert.ToInt16(na); // ** Get all AssemblyInfo files and stamp them ** // Note: the mapping of AssemblyInfo.cs attributes to assembly display properties are as follows: // - AssemblyVersion = Assembly Version - used for the assembly version (does not change unless p, s or m values are changed) // - AssemblyFileVersion = File Version - used for the file version (changes with every build) // - AssemblyInformationalVersion = Product Version - used for the product version (can include additional version information) // ------------------------------------------------------------------------------------------------------------------------------------------------ Version assemblyVersion = new Version(pVer, sVer, mVer, naNum); Version newAssemblyFileVersion = new Version(pVer, sVer, mVer, bNum); Version productVersion = new Version(pVer, sVer, mVer); // Setup diagnostic fields int numberOfReplacements = 0; string addedAssemblyInformationalAttribute = "No"; // Enumerate over the assemblyInfo version attributes foreach (string attribute in new[] { "AssemblyVersion", "AssemblyFileVersion", "AssemblyInformationalVersion" }) { // Define the regular expression to find in each and every Assemblyinfo.cs files (which is for example 'AssemblyVersion("1.0.0.0")' ) Regex regex = new Regex(attribute + @"\(""\d+\.\d+\.\d+\.\d+""\)"); foreach (string file in Directory.EnumerateFiles(sourcesDirectory, assemblyInfoFileMask, SearchOption.AllDirectories)) { string text = File.ReadAllText(file); // Read the text from the AssemblyInfo file // If the AsemblyInformationalVersion attribute is not in the file, add it as the last line of the file // Note: by default the AssemblyInfo.cs files will not contain the AssemblyInformationalVersion attribute if (!text.Contains("[assembly: AssemblyInformationalVersion(\"")) { string lastLine = Environment.NewLine + "[assembly: AssemblyInformationalVersion(\"1.0.0.0\")]"; text = text + lastLine; addedAssemblyInformationalAttribute = "Yes"; } // Search for the expression Match match = regex.Match(text); if (match.Success) { // Get file attributes FileAttributes fileAttributes = File.GetAttributes(file); // Set file to read only File.SetAttributes(file, fileAttributes & ~FileAttributes.ReadOnly); // Insert AssemblyInformationalVersion attribute into the file text if does not already exist string newText = string.Empty; if (attribute == "AssemblyVersion") { newText = regex.Replace(text, attribute + "(\"" + assemblyVersion + "\")"); numberOfReplacements++; } if (attribute == "AssemblyFileVersion") { newText = regex.Replace(text, attribute + "(\"" + newAssemblyFileVersion + "\")"); numberOfReplacements++; } if (attribute == "AssemblyInformationalVersion") { newText = regex.Replace(text, attribute + "(\"" + productVersion + " " + productInfo + "\")"); numberOfReplacements++; } // Publish diagnostics to build report (diagnostic verbosity only) context.SetValue(this.DiagnosticTextOut, " Added AssemblyInformational Attribute: " + addedAssemblyInformationalAttribute + " Number of replacements: " + numberOfReplacements + " Build number: " + buildNumber + " Build directory: " + buildDirectory + " Build definition name: " + buildDefinitionName + " Assembly version: " + assemblyVersion + " New file version: " + newAssemblyFileVersion + " Product version: " + productVersion + " AssemblyInfo.cs Text Last Stamped: " + newText); // Write the new text in the AssemblyInfo file File.WriteAllText(file, newText); // restore the file's original attributes File.SetAttributes(file, fileAttributes); } } } } } }

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• Team Review @ TSUG

  - by dmckinstry

  In case you haven’t heard, JB Brown is going to be presenting online at the Team System User Group this Thursday.  This month’s presentation will explain how Team Review (freely available) can be used with Team Foundation Server 2005, 2008 and even 2010! Meeting Date: Thursday, March 18th, 2010 Time: 5:00PM Pacific {Add to Calendar} {Join Meeting}

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• How to deal with a poor team leader and a tester manager from hell? [closed]

  - by Google

  Let me begin by explaining my situation and give a little context to the situation. My company has around 15 developers but we're split up on two different areas. We have a fresh product team and the old product team. The old product team does mostly bug fixes/maintenance and a feature here and there. The fresh product had never been released and was new from the ground up. I am on the fresh product team. The team consists of three developers (myself, another developer and a senior developer). The senior is also our team leader. Our roles are as follows: Myself: building the administration client as well as build/release stuff Other dev: building the primary client Team lead: building the server In addition to the dev team, we interact with the test manager often. By "we" I mean me since I do the build stuff and give him the builds to test. Trial 1: The other developer on my team and I have both tried to talk to our manager about our team leader. About two weeks before release we went in his office and had a closed door meeting before our team lead got to work. We expressed our concerns about the product, its release date and our team leader. We expressed our team leader had a "rosey" image of the product's state. Our manager seemed to listen to what we said and thanked us for taking the initiative to speak with him about it. He got us an extra two weeks before release. The situation with the leader didn't change. In fact, it got a little worse. While we were using the two weeks to fix issues he was slacking off quite a bit. Just to name a few things, he installed Windows 8 on his dev machine during this time (claimed him machine was broke), he wrote a plugin for our office messenger that turned turned messages into speech, and one time when I went in his office he was making a 3D model in Blender (for "fun"). He felt the product was "pretty good" and ready for release. During this time I dealt with the test manager on a daily basis. Every bug or issue that popped up he would pretty much attack me personally (regardless of which component the bug was in). The test manager would often push his "views" of what needed to be done with the product. He virtually ordered me to change text on our installer and to add features to the installer and administration client. I tried to express how his suggestions were "valid ideas" but it was too close to release to do those kinds of things and to make matters worse, our technical writer had already finished documentation and such a change would not only affect the dev team but would affect the technical writer and marketing as well. I expressed I wasn't going to make those changes without marketing's consent as well as the technical writer and my manager's. He pretty much said I don't care about the product and said I don't do my job. I would like to take a moment to say I take my job seriously and I do my best. I am the kind of person that goes to work 30-40 mins early and usually leaves 30 minutes later than everyone else. Saying I don't care or do my job is just insulting. His "attacks" on me grew from day to day. Every bug that popped up he would usually comment on in some manner that jabbed me and the other developer. "Oh that bug! Yeah that should have been fixed by now, figures! If someone would do their job!" and other similar kinds of comments. Keep in mind 8 out of 10 bugs were in the server and had nothing to do with me and the other developer. That didn't seem to matter.. On one occasion they got pretty bad and we almost got into a yelling match so I decided to stop talking to him all together. I carried all communication through office email (with my manager cc'd). He never attacked me via email. He still attempted to get aggressive with me in person but I completely ignore him and my only response to any question is, "Ask my team leader." or "Ask a product manager." The product launched after our two week extension. Trial 2: The day after the product launch our team leader went on vacation (thanks....). At this time we got a lot of questions from the tech support... major issues with the product. All of these issues were bugs marked "resolved" by our lovely team leader (a typical situation that often popped up). This is where we currently are. The other developer has been with the company for about three years (I've been there only five months) and told me he was going to speak with our manager alone and hoped it would help get our concerns across a little better in a one-on-one. He spoke with the manager and directly addressed all of our concerns regarding our team leader and the test manager giving us (mostly me) hell. Our manager basically said he understood how hard we work and said he noticed it and there's no doubt about it. He said he spoke with the test manager about his temper. Regarding the team leader, he didn't say a whole lot. He suggested we sit down with the team leader and address our concerns (isn't that the manager's job?). We're still waiting to see if anything has changed but we doubt it. What can we do next? 1) Talk to the team leader (may stress relationship and make work awkward) I admit the team leader is generally a nice guy. He is just a horrible leader and working closely with him is painful. I still don't believe bringing this directly to the team leader would help at all and may negatively impact the situation. 2) I could quit. Other than this situation the job is pretty fantastic. I really like my other coworkers and we have quite a bit of freedom. 3) I could take the situation with the team leader to one of the owners. I would then be throwing my manager under the bus. 4) I could take the situation with the test manager to HR. Any suggestions? Comments?

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• How to motivate team for knowledge sharing sessions

  - by ring bearer

  I work in a team with wide range of expertise and experience. I have been trying to introduce weekly knowledge sharing sessions. Sessions of 30-60 min length where everybody gets a chance to present something and talk about it. This will contribute in improving presentational and language skills. However, the team is not motivated towards this, either the attendance is too low or none. How to get a team work towards such an idea?

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• Spirent Communications Improves Customer Experience with Knowledge Management

  - by Tony Berk

  Spirent Communications plc is a global leader in test and measurement inspiring innovation within development labs, communication networks and IT organizations. The world’s leading communications companies rely on Spirent to help design, develop, validate, and deliver world-class network, devices, and services. Spirent’s customers require high levels of support for a diverse and complex product portfolio, and the company is committed to delivering on this requirement. Spirent needed a solution to help its customers get the information they need quickly and at their convenience through its Web site. After evaluating several solutions, Spirent selected and deployed Oracle Knowledge for Web Self Service Enterprise Edition. Oracle Knowledge Management uses natural language processing to understand the true intent of each inquiry logged via the support portal’s search function. The Spirent Knowledge Base on the company’s Customer Support Center (CSC) finds the best possible answer using search enhancement features?such as communications industry-specific libraries and federation to search external sources. Spirent has reduced contact center call volume while better serving its customers. Each time a customer uses the knowledge base, they find answers faster than by calling, and it saves Spirent an average of US$210 per call?which is significant when multiplied across the thousands of calls received monthly. Oracle Knowledge also helps support engineers find answers more quickly, enabling the company to scale without adding additional support engineers. Oracle Knowledge is integrated with Spirent's Siebel Contact Center implementation to provide an integrated desktop for CRM and agent intelligence, avoiding the need for contact center personnel to toggle between various screens to address customer inquiries, thereby accelerating customer service. Click here to learn more about Sprient's use of Siebel CRM and Oracle Knowledge Management.

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• CRM@Oracle Series: Showcasing Innovation with Oracle Customer Hub

  - by tony.berk

  When is having too many customers a challenge? It is not something too many people would complain about. But from a data perspective, one challenge is to keep each customer's data consistent across multiple enterprise systems such as CRM, ERP, and all of your other related applications. Buckle your seat belts, we are going a bit technical today... If you have ever tried it, you know it isn't easy. If you haven't, don't go there alone! Customer data integration projects are challenging and, depending on the environment, require sharp, innovative people to succeed. Want to hear from some guys who have done it and succeeded? Here is an interview with Dan Lanir and Afzal Asif from Oracle's Applications IT CRM Systems group on implementing Oracle Customer Hub and innovation. For more interesting discussions on innovation, check out the Oracle Innovation Showcase.

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• How to create a new Team Project Collection in TFS2010:

  - by jehan

  TFS 2010 has introduced the notion of Team Project Collection (TPC).  I have already discussed about TPC in my earlier post, you can check it out here. In this post, I will demonstrate how to create a new Team Project Collection in TFS2010. First, you have to open the TFS Administration Console (Start à All Programs à Microsoft Team Foundation Server 2010 à Team Foundation Server Administration Console), expand the Application Tier node in TFS Administration Console and click on Team Project Collection. Here you will see the TPC’s which are already exist, I am having only one TPC named New Collection and I’m going to create a new TPC called Demo Collection. To create a new Team Project Collection, you need to click on Create Collection; it will open the Create New Team Project Collection window.     Under the Name tab, you have to enter the name of Collection which you want to give for your new TPC (I naming it as Demo Collection). You can also provide some description about your TPC in Description tab which is optional and click next. Here, you need to enter the name of SQL Server Instance where you want your new TPC data to reside. You have the option either to choose the creating a Database for this TPC or use the already existing empty database and then click next.   In next screen, you have to choose SharePoint configuration. Here you have the options to either configure SharePoint Site for TPC at default collections or you can specify the your existing SharePoint site and  you can also choose not  to configure the SharePoint for this collection, if you choose last option then you cannot configure the Share Point sites for the all the Team Projects under this Project Collection. You also have the flexibility to create a Share Point site for this TPC later on, then if you need you have to configure SharePoint site for the existing team projects manually.   In next screen, you will have the Reports configuration. Here you have the options to either configure the Reports for TPC at default path or you can specify the path for at existing Reports folder, you can also choose not to configure the Reports for this collection, if you choose last option then you cannot create  the Reports  for the all the Team Projects under this Project Collection. Here also you can enable reporting for this TPC later on. The next screen is related to Lab Management Configuration, Lab Management is the new feature in TFS2010 which enables the users to create and manage virtual test environments where you can deploy and test your application. There are no options available here as I don’t have the Lab Management configured for my Team Foundation Server. The next screen is Review Configuration window, which will show up all the configuration settings you have specified, so that you can review the configurations before creating the Team Project Collection. If you want to make any changes to the configurations then you can go back to the previous windows and can make the changes. After Reviewing the configuration settings, you can click on verify button. Which will verify that if you’re Team Project Collection is ready to be created or not, it will show up the errors and warning (if any) which can make your Team Project Collection fail. You can then choose to create the Team Project Collection if the verify option doesn’t throw any warnings and errors. If the verify option throws any errors, then it is strongly suggested that you have to first rectify the issues then only go for TPC creation especially in case of warnings as it is a common practice to overlook the warnings.   If you choose the create TPC option, then it will start the process of creating a Team Project Collection  and once its completed you can check the status of configuration different components  during Team Project Collection. You can see in below screen that all the components are configured successfully.   In next screen, you can find the location of log file created for this Team Project Creation, this log file is really important in case of Team Project creation failure because it will help you to find  the root cause for the failure. Now, you can see that the New Team Projection (Demo Collection) which was created is now available in Team Foundation Collection tab and its status is Online.   You can now try to connect to this Team Project Collection from Team Explorer. Choose the newly created Team Project Collection and click on connect.     This Team Project Collection is empty because no Team Projects are created yet. Now, you can create the new Team Projects and start working.

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• Customer Experience Metrics That Matter Most

  - by Charles Knapp

  When customers contact your company, they don't ask to be deflected or handled or converted. They want to be satisfied. To improve the customer experience, you need more than traditional measures such as deflection rates, handling times, and conversion rates. In this new Oracle AppCast podcast, tune in to this conversation with me about customer experience metrics that you can use to grow your business. Would you like to learn more? Please join us at the one of a kind Customer Experience Summit at the Oracle OpenWorld Conference, October 3-5 in San Francisco.

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