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Oracle B2B Service: Service Implementation

  • Tuition USD $3,234
  • Reviews star_rate star_rate star_rate star_rate star_half 486 Ratings
  • Course Code D99365GC10
  • Duration 3.5 days
  • Available Formats Virtual

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

    How do I enroll?

    A comprehensive listing of ExitCertified courses can be found here. You can register directly for the required course/location when you select "register". If you have any questions or prefer to speak with an ExitCertified education consultant directly, please submit your query here. A representative will contact you shortly.

    How do I pay for a class?

    You can pay at the time of registration using credit card (Mastercard/Visa/American Express) cheque or PO.

    What if I have training credits?

    ExitCertified honors all savings programs from the partners we work with. ExitCertified also offers training credits across multiple partners through our FLEX Account.

    When does class start/end?

    Classes begin promptly at 9:00 am, and typically end at 5:00 pm.

    Lunchtime?

    Lunch is normally an hour long and begins at noon. Coffee, tea, hot chocolate and juice are available all day in the kitchen. Fruit, muffins and bagels are served each morning. There are numerous restaurants near each of our centers, and some popular ones are indicated on the Area Map in the Student Welcome Handbooks - these can be picked up in the lobby or requested from one of our ExitCertified staff.

    How can someone reach me during class?

    If someone should need to contact you while you are in class, please have them call the center telephone number and leave a message with the receptionist.

    What languages are used to deliver training?

    Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.

    Great instruction on AWS DevOps, even added more to the presentation for better understanding. The teacher was well informed and technically savvy to assist students on the fly through hiccups.

    Kudos to EC, with excellent trainers and a highly satisfying learning experience. The environment was clean and welcoming, and the team was very accommodating.

    the lab should available for an additional time. Starting after 4pm is not the best

    Bill has been outstanding instructor. He has right balance of knowledge and skills to navigate this entire process in a timely manner. Thanks a lot Bill.

    The exit certified aws course provided a good introduction to the tools available on aws.

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    There are currently no scheduled dates for this course. If you are interested in this course, request a course date with the links above. We can also contact you when the course is scheduled in your area.

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