Introduction
Channel Preference is Changing
Oracle Customer Experience (CX) Cloud
Oracle Service Cloud Service
The Oracle CX Portfolio
Customer Portal With Pixel Perfect Branding
Oracle Fusion Procurement Coexistence
Customer Portal With Pixel Perfect Branding
Troubleshoot Complex Problems Easily
Platform Overview
Architecture
Oracle CX Portfolio
Customer Portal
Agent Desktop
Extend Agent Desktop Experience
Open Integration and Extensibility
Kickstart your Siebel project with a solid design
Kickstart your Field Service project with a solid design
Agent Desktop Features: Administrators and Agents
Agent Desktop
Staff Management in Oracle Service Cloud
Administration Permissions
Workspace
Message Templates
Chat
Surveys
Email Handling
Analytics and Reporting
Introducing Oracle Service Cloud Analytics
Reports in Oracle Service Cloud
Running / Viewing Reports
Viewing the Report Definition
Key Performance Indicators (KPIs)
Standard Report
Drilldown Levels
Data Exceptions
What's New in the May 2016 Release
Oracle Service Cloud Community Self Service Connect PHP API
Co-Browse
Analytics
Agent Browser User Interface
Outreach and Feedback
Staff Management
Description:
This Introduction to Oracle Service Cloud Seminar gives you an overview of this solution’s business benefits and
capabilities. Through functional demonstrations, you’ll gain an understanding of the architecture, key product features,
how Service Cloud caters to your business requirements, and the analytic capabilities of the Service Cloud solution.
Expert Oracle University instructors will review the features and functionality of the various modules in Oracle Service
Cloud applications, while teaching you step-by-step how to navigate the solution.
Learn To:
Use key features and experience business benefits of Service Cloud.
Navigate the solution.
Utilize Service Cloud Global Support.
Take advantage of desktop for administrators and agents.
Leverage analytics capabilities within Service Cloud.
Benefits to You
By taking this Seminar, you'll gain an understanding of how you can leverage the capabilities of the Service Cloud
solution to better understand customer needs, solve their problems, and provide them with reliable and adaptive
experiences. You’ll learn about the key features and functionality offered by the different modules within Service Cloud,
including: Knowledge, Case Management, Dynamic Agent Desktop, Chat, Email Support, and Analytics. You'll also get
introduced to initial setup, administration, and customization capabilities.
