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  • “It Isn’t Easy At All; Otherwise, Everyone Would Be Doing It”

    - by Kathryn Perry
    A few months ago, JP Saunders (pictured left), who leads the go-to-market initiatives for the Oracle CX Service offering, kicked off a series of articles about modern customer service. He contends that to take care of customers?and the people that support those customers?companies need to make it easy to deliver consistently great experiences. But it’s not easy; it’s an art. The six posts in The Art of Easy series will help you better understand some of the customer service challenges you face and how to avoid common pitfalls. We pulled them all together here in one post for continuity and easy access. Saunders introduces the series with The Art of Easy: Make It Easy To Deliver Great Customer Service Experiences (Part 1). The Art of Easy: Offer Self Service With the Emphasis on Service (Part 2) by David Fulton (pictured left): David Fulton, Director of Product Management, Oracle Service Cloud, shares five tenets of customer self service that move an organization closer to becoming a modern customer service business. Easy Decisions For Complex Problems (Part 3) by Heike Lorenz (pictured right): Heike Lorenz, Director of Global Product Marketing, Policy Automation, writes about automating service policies to ensure that the correct decisions are being applied to the right people. The goal is to nurture the trusted relationships with customers during complex decision-making processes. Moving at the Speed of Easy (Part 4) by Chris Ulmand (pictured left): Chris Omland, Director of Product Management, Oracle Service Cloud, addresses the need for speed to keep up with customers’ expectations. His advice—start with a platform that enables agile innovation, respects a company’s unique needs, and has proven reliability to protect customer relationships. Knowledge Makes It Easy For Everyone (Part 5) by Nav Chakravarti (pictured rig: Vice President Nav Chakravarti, Oracle Service Cloud, talks about managing the knowledge that customers need and want. He coaches readers on delivering answers to customers’ questions easily, in context, with relevance, reliably, and accurately. Making Easy, Both Effective and Efficient (Part 6) by Melinda Uhland (pictured left): Melinda Uhland, Oracle CX Product Management teaches us that happy agents produce happy customers. A Modern Customer Service organization is one that invests in its agents and empowers them with tools to make them efficient and effective, which, in turn, improves customer results.

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  • Is software support an option for your career?

    - by Maria Sandu
    Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 If you have a technical background, why should you choose a career in support? We have invited Serban to answer these questions and to give us an overview of one of the biggest technical teams in Oracle Romania. He’s been with Oracle for 7 years leading the local PeopleSoft Financials & Supply Chain Support team. Back in 2013 Serban started building a new support team in Romania – Fusion HCM. His current focus is building a strong support team for Fusion HCM, latest solution for Business HR Professionals from Oracle. The solution is offered both on Premise (customer site installation) but more important as a Cloud offering – SaaS.  So, why should a technical person choose Software Support over other technical areas?  “I think it is mainly because of the high level of technical skills required to provide the best technical solutions to our customers. Oracle Software Support covers complex solutions going from Database or Middleware to a vast area of business applications (basically covering any needs that a large enterprise may have). Working with such software requires very strong skills both technical and functional for the different areas, going from Finance, Supply Chain Management, Manufacturing, Sales to other very specific business processes. Our customers are large enterprises that already have a support layer inside their organization and therefore the Oracle Technical Support Engineers are working with highly specialized staff (DBA’s, System/Application Admins, Implementation Consultants). This is a very important aspect for our engineers because they need to be highly skilled to match our customer’s specialist’s expectations”.  What’s the career path in your team? “Technical Analysts joining our teams have a clear growth path. The main focus is to become a master of the product they will support. I think one need 1 or 2 years to reach a good level of understanding the product and delivering optimal solutions because of the complexity of our products. At a later stage, engineers can choose their professional development areas based on the business needs and preferences and then further grow towards as technical expert or a management role. We have analysts that have more than 15 years of technical expertise and they still learn and grow in technical area. Important fact is, due to the expansion of the Romanian Software support center, there are various management opportunities. So, if you want to leverage your experience and if you want to have people management responsibilities Oracle Software Support is the place to be!”  Our last question to Serban was about the benefits of being part of Oracle Software Support. Here is what he said: “We believe that Oracle delivers “State of the art” Support level to our customers. This is not possible without high investment in our staff. We commit from the start to support any technical analyst that joins us (being junior or very senior) with any training needs they have for their job. We have various technical trainings as well as soft-skills trainings required for a customer facing professional to be successful in his role. Last but not least, we’re aiming to make Oracle Romania SW Support a global center of excellence which means we’re investing a lot in our employees.”  If you’re looking for a job where you can combine your strong technical skills with customer interaction Oracle Software Support is the place to be! Send us your CV at [email protected]. /* 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-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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  • How to print a pdf in a new tab? [migrated]

    - by TheDuke777
    I need to print a pdf by opening it in a new window. I've looked at tutorials for days, but nothing is working. I've tried many approaches, but this is the most recent: <!DOCTYPE html> <html> <head> <script type="text/javascript"> function print() { window.getElementById("pdf").focus(); window.getElementById("pdf").print(); } </script> </head> <body onload="print()"> <embed id="pdf" src="http://path/to/file" /> </body> </html> The page loads fine, with the pdf embedded. But it won't print, and I feel like I've been beating my head against a brick wall trying to figure this out. How can I get this to work? I'm willing to try anything at this point.

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  • Presenting at SharePoint Saturday The Conference in DC: August 11-13

    - by Enrique Lima
    Yesterday morning I received the wonderful news on my sessions proposal being accepted.  With that said, I will be presenting at the SharePoint Saturday The Conference. My session: Requirements Management: From Vision to Mission to Success I will be discussing the way and options in which Team Foundation Server and the SharePoint platform work together to provide a Requirements Management solution. Now, are you going to attend? I think you should!  The have extended the registration early bird price of $39.00, yes Thirty Nine bucks!!! The speaker roster is amazing, the content looks amazing! So, come on … Join Us!

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  • OOW 12: Thank you Oracle WebCenter Partners!

    - by kellsey.ruppel
    Yesterday evening we were happy to participate in the Oracle WebCenter Customer Appreciation Event! Oracle WebCenter partners Fishbowl Solutions, Fujitsu, Keste, Mythics, Redstone Content Solutions, TEAM Informatics, and TekStream sponsored a reception at The Palace Hotel for Oracle WebCenter customers. This event provided an exclusive opportunity for customers to network with their peers and meet and talk with executives from Oracle WebCenter Product Management, Development, and Marketing along with Oracle’s premiere Oracle WebCenter partners.  Christian Finn, Sr. Director of Product Management for Oracle WebCenter and Bob Crossman, Vice President of Oracle WebCenter Sales welcomed attendees and thanked everyone for their continued support and partnership with Oracle WebCenter. We had a great turnout and enjoyed an evening of socializing and networking.    Thanks again Oracle WebCenter partners!

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  • unable to kill process / logout on windows server 2003

    - by vitalik
    My own console .net application stuck in a "ghost" stage. It just shows a window that i can't close. It doesn't show up as a process in the task manager. when i try to "find windows process" using Process Explorer (from sysinternals) it says there is no process that owns that window or something like that. The problem is that it doesn't allow me to logout or reboot the server (remotely) because logoff process keeps waiting on that window to close. shutdown /r /f also is stuck waiting for it. I can probably have somebody go an reboot the server but i'd like to know if there is a way to close that process, close that session or force logout remotely. This is windows server 2003, but i had the same issue on XP just a few days ago.

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  • Windows 7- New Windows Are Not Displayed

    - by Peter
    I am running an up-to-date and OEM version of Windows 7. I have been experiencing an annoying problem for the past few weeks where new windows are not displayed 70-80% of the time. For example, when I launch notepad, the notepad window is not displayed or when I select save from the file menu, the save dialog is not displayed. The window is there, but it is not being displayed; the screen is not refreshed. The way to work around this problem is to force a system-wide refresh by pressing CTRL+SHIFT+DEL and then cancelling hiding all windows using "show desktop" then displaying the window needed via taskbar Can anyone please point me in the right direction to solving this problem? What could be causing this?

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  • Reminder: Free, Global, Virtual Developer Day November 5th

    - by jeckels
    Just a quick reminder about the FREE virtual developer day focused on Coherence (and WebLogic) coming on November 5th. This day, with content tailored for developers, will guide you through tooling updates and best practices around creating applications with WebLogic and Coherence as target platforms. We'll also explore advances in how you can manage your build, deploy and ongoing management processes to streamline your application's life cycle. And of course, we'll conclude with some hands-on labs that ensure this isn't all a bunch of made-up stuff - get your hands dirty in the code!November 5, 20139am PT/12pm ETREGISTER NOW We're offering two tracks for your attendance, though of course you're free to attend any session you wish. The first will be for pure developers with sessions around developing for WebLogic with HTML5, processing live events with Coherence, and looking at development tooling. The second is for developers who are involved in the building and management processes as part of the application life cycle. These sessions focus on using Maven for builds, using Chef and Puppet for configuration and more.We look forward to seeing you there - don't forget to invite a friend!

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  • Resize windows command line prompt?

    - by Yuval
    Hi, I'm working on a Windows xp machine. I wrote a program in assembly that outputs some text, and am trying to create a screenshot of the command line output (start-run-"cmd"). The problem is that the text initially printed by the program gets pushed up by later text and I cannot scroll to it. I tried playing around with the width and height under properties = layout but it seems to resize the window itself (the borders) without resizing the textarea inside the window (text does not have more "room", but the window is bigger). Does anybody know a workaround/solution for this? Thank you!

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  • Pillar Axiom OpenWorld Highlights

    - by uwes
    During the Storage General Session at Oracle OpenWorld Conference 2012 in San Francisco, the following Axiom-related announcements were made: Oracle Platinum Services for Axiom 600: Extending Oracle's Platinum Services to Axiom 600 as a standalone product –  the same level of service and support you get with Exadata – 24/7 fault monitoring, dedicated response and escalation management to meet enterprise-grade SLA’s, patch planning and management. Oracle Enterprise Manager Axiom Plug-in: Allowing DBA's to manage, maintain, monitor and provision the Axiom 600 storage system from Oracle EM. Oracle Virtual Machine Axiom Plug-in: Allowing Oracle VM and System Administrators to manage, maintain, monitor and provision the Axiom 600 storage system from Oracle VM using Storage Connect. Oracle Axiom Data Protection Manager 3.1: Leveraging Axiom's Copy Services, System Administrators can automatically create Application Consistent Clones of critical Windows and Oracle DataBase environments for quick recovery. For More Information Go To: Oracle.com Pillar Axiom Page Oracle Technology Network SAN Page

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  • Audio Midi Setup needs to be quit before able to be opened again in OS X Mountain Lion

    - by Dschee
    Since Mac OS X Lion (I'm using Mac OS 10.8.2 now) I have the exact same issue with audio midi setup software from Apple. It's not really a not working thing but it still is annoying: Every time I open audio midi setup to change something (e.g. change to my Apple TV for audio playback) and close the window afterwards the application doesn't quit – what would be OK if a click on the Icon (or the starting of the application over Spotlight) would cause the application to open a new window of audio midi setup, but it doesn't. So what I have to do to get the window back is first quitting the application manually and restarting it again. That's quite painful since I sometimes opened the application days ago and forgot that it's still opened... Does anyone have the same issue? Can someone explain this behavior to me? And most important: Does anyone know a workaround?

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  • ubuntu 12.04 installer does not recognize drive partitions

    - by endless forms
    I recently purchased a new HP Pavilion HPE desktop running Windows 7. I am trying to install a dual-boot system with 12.04. However, when I run the LiveCD I only get as far as the "Install" window where you can select the partitions for your drives. On the bottom where it says "device for boot loader installation" I have "/dev/sda" and cannot select any other devices. All the options to change the drives are greyed out, most likely because there are no drives in the window. I partitioned my largest drive using the tools within Windows, then booted into the CD, but nothing shows up. I then used Gparted to change the new space from unallocated to an /ext2, and still nothing shows up. The installer does not recognize anything, but when I go into an Ubuntu session and use the disk utility manager I can see the partitions I made. Anything I do has to be done outside of the installer. I have no files on this new computer, so this is the perfect time to install a parallel OS. I would like avoid completely reinstalling Windows, however. I've been over the forums many times, but all the answers I've found have not worked for me. I also tried flagging the new, empty partition as boot, but that screwed Windows up. Also, the WUBI installer hits the same point and quits. I know that the disk itself is fine because I just made another dual boot system on a Gateway PC. This makes me think something within this computer is preventing the installer from "seeing" the drives. Any help would be much appreciated! Edit in response: The main part of the partitioning window shows no partitions, everything is blank. There is no way to add partitions, and all the buttons are useless. I've tried defragging my drive multiple times, and I also used the same disk to dual-boot another PC with no problems, so it's not the disk, it's definitely the computer.

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  • Multiple vulnerabilities in Firefox web browser

    - by chandan
    CVE DescriptionCVSSv2 Base ScoreComponentProduct and Resolution CVE-2012-0451 Improper Control of Generation of Code ('Code Injection') vulnerability 4.3 Firefox web browser Solaris 11 11/11 SRU 8.5 CVE-2012-0455 Improper Neutralization of Input During Web Page Generation ('Cross-site Scripting') vulnerability 4.3 CVE-2012-0456 Information Exposure vulnerability 5.0 CVE-2012-0457 Resource Management Errors vulnerability 9.3 CVE-2012-0458 Permissions, Privileges, and Access Controls vulnerability 6.8 CVE-2012-0459 Permissions, Privileges, and Access Controls vulnerability 7.5 CVE-2012-0460 Permissions, Privileges, and Access Controls vulnerability 6.4 CVE-2012-0461 Denial of Service (DoS) vulnerability 7.5 CVE-2012-0462 Denial of Service (DoS) vulnerability 7.5 CVE-2012-0464 Resource Management Errors vulnerability 7.5 This notification describes vulnerabilities fixed in third-party components that are included in Sun's product distribution.Information about vulnerabilities affecting Oracle Sun products can be found on Oracle Critical Patch Updates and Security Alerts page.

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  • Firefox Wordwrap

    - by AtlantaBill
    The text displayed in several, forum sites that I frequently visit does not automatically word wrap in Firefox's window. Rather, it just "runs off" the right end of the window. I can cause the text to properly word-wrap by maximizing the window and then immediately returning it to its normal size. This lasts until I move to another page and then I have to repeat this "work-around" to display word-wrapped text properly again. Anyone have any ideas on what I can do to make Firefox always automatically word-wrap text? TIA. Bill

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  • Multiple vulnerabilities in Thunderbird

    - by chandan
    CVE DescriptionCVSSv2 Base ScoreComponentProduct and Resolution CVE-2012-0451 Improper Control of Generation of Code ('Code Injection') vulnerability 4.3 Thunderbird Solaris 11 11/11 SRU 8.5 CVE-2012-0455 Improper Neutralization of Input During Web Page Generation ('Cross-site Scripting') vulnerability 4.3 CVE-2012-0456 Information Exposure vulnerability 5.0 CVE-2012-0457 Resource Management Errors vulnerability 9.3 CVE-2012-0458 Permissions, Privileges, and Access Controls vulnerability 6.8 CVE-2012-0459 Permissions, Privileges, and Access Controls vulnerability 7.5 CVE-2012-0460 Permissions, Privileges, and Access Controls vulnerability 6.4 CVE-2012-0461 Denial of Service (DoS) vulnerability 7.5 CVE-2012-0462 Denial of Service (DoS) vulnerability 7.5 CVE-2012-0464 Resource Management Errors vulnerability 7.5 This notification describes vulnerabilities fixed in third-party components that are included in Sun's product distribution.Information about vulnerabilities affecting Oracle Sun products can be found on Oracle Critical Patch Updates and Security Alerts page.

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  • Time Synch Architecture in Windows Domain Environment

    - by Param
    I just read the following article -- "In a domain, time synchronization takes place when Windows Time Service turns on during system startup and periodically while the system is running." ( http://technet.microsoft.com/en-us/library/cc779145%28v=ws.10%29.aspx ) From the above article i get to know that the first sync it take as soon as i start my system, but after that in how many minutes or second or in how many periodic interval my windows client ( Window XP, window7 or window server 2008 member ) synch with my Domain controller (PDC emulator )??? Do you have any idea, and how should i verify my synch time interval? My Domain Controller is Window server 2008 R2 Standard

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  • Genworth Financial Talks about the Value they received from Upgrading to Oracle E-Business Suite Release 12.1

    Genworth Financial is a publicly traded global financial security company and has a presence in more than 25 countries. Genworth Financial is recognized in Standard & Poor's 500 Index of Leading U.S. companies and ranked in the Fortune 500. Genworth Financial is committed to helping people effectively protect and achieve the comfort of financial security. Genworth Financial upgraded to the latest version of Oracle E-Business Suite Release 12.1 to support the management of their employees with core HR, Employee Self-Service, Compensation Workbench, Oracle Learning Management Oracle's Time and Labor. Genworth Financial will share their reasons for upgrading, their lessons learned and the benefits they are receiving.

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  • Multiple vulnerabilities in Pidgin

    - by RitwikGhoshal
    CVE DescriptionCVSSv2 Base ScoreComponentProduct and Resolution CVE-2010-4528 Improper Input Validation vulnerability 4.0 Pidgin Solaris 10 SPARC: 147992-02 X86: 147993-02 CVE-2011-1091 Denial of service(DOS) vulnerability 4.0 CVE-2011-2943 Denial of service(DOS) vulnerability 4.3 CVE-2011-3184 Resource Management Errors vulnerability 4.3 CVE-2011-3185 Improper Input Validation vulnerability 9.3 CVE-2011-4601 Improper Input Validation vulnerability 5.0 CVE-2011-4602 Improper Input Validation vulnerability 5.0 CVE-2011-4603 Improper Input Validation vulnerability 5.0 CVE-2011-4922 Information Exposure vulnerability 2.1 CVE-2011-4939 Permissions, Privileges, and Access Controls vulnerability 6.4 CVE-2012-1178 Resource Management Errors vulnerability 5.0 This notification describes vulnerabilities fixed in third-party components that are included in Oracle's product distributions.Information about vulnerabilities affecting Oracle products can be found on Oracle Critical Patch Updates and Security Alerts page.

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  • Speaking at SharePoint Saturday Cincinnati

    - by Enrique Lima
    I will be not only attending SPS Cincinnati, but also speaking. And I am very happy and excited about it! The topic: The difference between learning and training: Creating a SharePoint based Learning Management System The description: Training and learning have been defined as synonyms by many organizations. The difference is, training has focused on a classic and traditional model. Learning on the other hand, refers to achieving something from the receiving side of the story, not just delivery. In focusing on driving adoption it is important to have a strategy where learning is also part of the plan. This session focuses on how to create a SharePoint Learning Plan, and how to deliver the plan through the implementation of a Learning Management System. Come join us! More information about SharePoint Saturday Cincinnati can be found here: http://sharepointsaturday.org/cincinnati/default.aspx

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