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Oracle B2C Service Administration

  • Tuition USD $4,620
  • Reviews star_rate star_rate star_rate star_rate star_half 488 Ratings
  • Course Code D105846GC10
  • Duration 5 days
  • Available Formats Virtual

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

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.

Informative class with great instructure who was able to walk through the course material, answer all questions, and give great examples.

The presenter was knowledgeable and professional. The duration of the course, the pace and venue was suitable also

Excellent class overall! The Instructor and the course material were the best so far, and I have taken a few AWS classes. I highly recommend it- Architecting on AWS.

Very thorough and well-presented class. Pace of the class was perfect and labs offered great opportunity to practice material.

The AWS Solution Architect Associate class is well organized. The instructor was professional and knowledgable. I would recommend this to co-workers as well as friends.

2 options available

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  • Sep 14, 2020 Sep 18, 2020 (5 days)
    Location
    Virtual
    Language
    English
    Time
    09:00 AM 19:00 PM GMT
    Enroll
    Enroll
  • Oct 12, 2020 Oct 16, 2020 (5 days)
    Location
    Virtual
    Language
    English
    Time
    07:00 AM 15:00 PM PST
    Enroll
    Enroll
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