ADU Presentations

The session is a case study of the ongoing rollout of Oracle Service Cloud at the University of Queensland (UQ) focussing on the implementation of OSvC for staff facing administrators. This project involves migrating several hundred staff with a wide variety of roles and responsibilities off of an existing finance sytem, group mailboxes, shared folders and an ITS helpdesk system and turning them into happy Service Cloud users.
To do this UQ has built a customised confidentiality management framework within OSvC that uses several out of the box features in interesting ways. The session will cover in both broad and in some cases reasonably technical detail how this is being acheived and the challenges of implementing OSvC in a reasonably consistent way across
this large and diverse stakeholder group.