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Oracle B2B Service: Service Implementation

Course Details
Code: D99365GC10
Tuition (USD): $3,234.00 • Virtual (3.5 days)

In this hands-on course, you'll learn the core knowledge to enable you to perform an initial Oracle Engagement Cloud: Service Implementation. The course builds on your existing knowledge and shows you the common configurations to get up and running fast.

Learn To:

  •    Configure service request management, productivity tools, and entitlements. 
  •    Configure queues, routing, and assignment.
  •    Configure email and templates.
  •    Configure real time channels such as voice and chat.
  •    Create and maintain knowledge articles.
  •    Tailor a Digital Customer Service (DSC) portal.

    Benefits to You

    Practice implementation steps to ensure your deployment is as smooth as possible. Gain insights from recommended practices.

    Skills Gained

    • Configure email and templates
    • Configure queues, routing, and assignment
    • Configure real time channels such as voice and chat
    • Configure service request management, productivity tools, and entitlements
    • Create and maintain knowledge articles
    • Tailor Digital Customer Service (DCS)

    Who Can Benefit

    • Administrator
    • Configuration Consultant
    • Configuration Implementer
    • Implementation Consultant
    • Technical Administrator
    • Technical Consultant





    Prerequisites

    Suggested Prerequisite

    • Oracle Sales and Service: Core Team Training

    Course Details

    Topics

    • Service Introduction
      • Service Request Management
      • Knowledge Management
    • Security and Visibility
      • Roles, Mappings, and Hierarchies
      • Multiple Business Units (BUs)
      • Queries and Filters
    • Service Request Management
      • Messages and Responses
      • Statuses
      • Queues
      • Access
    • Assignments and Routing
      • Rules
      • Omnichannel
      • Availability and Notifications
    • Email Processing
      • Channels and Mailboxes
      • Templates
      • Outbound and Inbound emails
    • Real-Time Interactions
      • Chat and Co-browse
      • Live Window
      • Computer Telephony Integration (CTI)
      • Multichannel Adapter (MCA) Framework
    • Productivity Tools
      • Keyboard Shortcuts
      • SmartText
      • Action Plans
    • Entitlements
      • Schedules and Exceptions
      • Coverages
      • Milestones
    • Knowledge Management
      • Articles and Content Types
      • Authoring and Publishing
      • Search Dictionary and Content Processing jobs
      • Users, Roles, and Locales
      • My Knowledge
    • Digital Customer Service (DCS)
      • Self-registration and Auto-Approval
      • Visual Builder Cloud Service (VBCS)
      • Reference Implementation and Publishing
      • Pages, Themes, Templates, User Interface Components, and Business Objects
    • Service Request Management
    • Knowledge Management
    • Offerings, features, and set up tasks
    • Layouts and integrations

    Security and Visibility

    • Roles, Mappings, and Hierarchies
    • Multiple Business Units (BUs)
    • Queries and Filters

    Service Request Management

    • Categories
    • Product Catalog
    • Messages and Responses
    • Statuses
    • Queues
    • Access

    Assignments and Routing

    • Rules
    • Omnichannel
    • Availability and Notifications

    Email Processing

    • Channels and Mailboxes
    • Templates
    • Outbound and Inbound emails

    Real-Time Interactions

    • Chat and Co-browse
    • Live Window
    • Computer Telephony Integration (CTI)
    • Multichannel Adapter (MCA) Framework

    Productivity Tools

    • Keyboard Shortcuts
    • SmartText
    • Oracle Social Network
    • Action Plans

    Entitlements

    • Schedules and Exceptions
    • Coverages
    • Milestones

    Knowledge Management

    • Articles and Content Types
    • Authoring and Publishing
    • Search Dictionary and Content Processing jobs
    • Users, Roles, and Locales
    • My Knowledge

    Digital Customer Service (DCS)

    • Self-registration and Auto-Approval
    • Visual Builder Cloud Service (VBCS)
    • Reference Implementation and Publishing
    • Pages, Themes, Templates, User Interface Components, and Business Objects
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