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Oracle B2C Service Administration

Course Details
Code: D105846GC10
Tuition (USD): $4,620.00 • Virtual (5 days)

This Oracle Service Cloud (RightNow) Administration training is a five-day, hands-on course that teaches you how to execute the basic administrative functions of Oracle Service Cloud, a powerful tool designed to help drive positive customer interactions. Learn how to deliver superior experiences throughout the customer lifecycle, which is critical for sustainable competitive advantage, customer loyalty and revenue.

Learn To:

  • Customize menus and fields to meet your unique business needs.
  • Understand customer support via the Customer Portal using Chat and Incident handling
  • Setup and experience the Browser User Interface for key agent functions
  • Customize outgoing application-generated messaging.
  • Create dynamic custom workspaces for any role to help staff work more efficiently.
  • Create Guided Assistance and Agent scripts to assist customers and agents
  • Create business rules that automate and standardize processes across your organization.
  • Administer Community Discussions

Benefits to You

By taking this course, you'll walk away with a fundamental understanding of how to leverage this solution. You'll get a chance to practice initial setup tasks, while explore core functionalities that will help you enhance and maintain your system. Furthermore, you'll know how to take your implementation to the next level through enhancing customer self-service, providing agent assistance, and configuring interactions.

Skills Gained

  • Customize menus and fields to meet your unique business needs.
  •   
  • Customize outgoing application-generated messaging.
  •   
  • Create dynamic custom workspaces for any role to help staff work more efficiently.
  •   
  • Create Guided Assistance and Agent scripts to assist customers and agents
  •   
  • Create business rules that automate and standardize processes across your organization.
  •   
  • Administer Community Discussions


Who Can Benefit

  •  Administrator
  • Analyst
  • Implementer
  •                                                                                    

Course Details

Topics

  • User interface and core object fundamentals
    • Oracle Service Cloud application overview
    • Agent Desktop and Browser User Interface
    • Exploring Incidents
    • Customer Portal
  • Initial Setup
    • Navigation sets, profiles, permissions, and queues
    • Staff accounts, groups, and passwords
    • Customizable menus and values
    • Configuration Settings
    • Products, Categories and Dispositions
    • Incident Queues
    • Implementation Planning and Upgrades Overview
  • Automation functionality and Assistance
    • Business rules (states, functions, variables, conditions, expressions, and actions)
    • Workspaces (displaying and editing records)
    • Workspace rules and triggers (dynamically adjust display, behavior, and values)
    • Workflows
    • Agent Scripts
    • Guided Assistance
  • Knowledge Foundation
    • Answers
    • Knowledge Management and Tuning
  • Customer and Agent Interactions
    • Message bases, message templates, notifications, emails, and tracking
    • Surveys and results
    • Chat
    • Mail and Mailboxes
    • Community Self Service
    • Advanced Routing for Chat and Incidents
  • Introduction to Analytics
    • Standard Reports
    • Custom Reports
  • Oracle Service Cloud application overview
  • Agent Desktop and Browser User Interface
  • Exploring Incidents
  • Customer Portal

Initial Setup

  • Navigation sets, profiles, permissions, and queues
  • Staff accounts, groups, and passwords
  • Customizable menus and values
  • Configuration Settings
  • Products, Categories and Dispositions
  • Incident Queues
  • Implementation Planning and Upgrades Overview

Automation functionality and Assistance

  • Business rules (states, functions, variables, conditions, expressions, and actions)
  • Workspaces (displaying and editing records)
  • Workspace rules and triggers (dynamically adjust display, behavior, and values)
  • Workflows
  • Agent Scripts
  • Guided Assistance

Knowledge Foundation

  • Answers
  • Knowledge Management and Tuning

Customer and Agent Interactions

  • Message bases, message templates, notifications, emails, and tracking
  • Surveys and results
  • Chat
  • Mail and Mailboxes
  • Community Self Service
  • Advanced Routing for Chat and Incidents

Introduction to Analytics

  • Standard Reports
  • Custom Reports
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