Fundamentals
Oracle Service Cloud application overview
Navigation (panes, ribbons, explorers, and help)
Initial Setup
Navigation sets, profiles, permissions, and queues
Staff accounts, groups, and passwords
Customizable menus and values
Core Functionality
Business rules (states, functions, variables, conditions,
expressions, and actions)
Workspaces (displaying and editing records)
Workspace rules and triggers (dynamically adjust display,
behavior, and values)
Custom objects, and relationships (packages and
deployment)
Creating and monitoring answers and the knowledge base
Service level agreements (SLAs), response times, and
holidays
Agent assistance
Guided assistance (questions, answers, responses, and
branching)
Agent scripts (pages, fields, controls, questions,
branching, rules, and events)
Workflow processes and templates (user interface,
automation, search, and decision elements)
Interactions
Messages, templates, notifications, emails, and tracking
Surveys and results
Chats, routing, skills, and advanced routing
Mailboxes (outgoing and incoming), email addresses, and
distribution lists
Description:
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.
Customize outgoing application-generated messaging.
Create dynamic custom workspaces for any role to help
staff work more efficiently.
Create business rules that automate and standardize
processes across your organization.
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.
Please note: this course is appropriate for Oracle Cloud
deployments.
