Course Overview
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.
Who should attend
- Technical Administrator
- Configuration Implementer
- Business Analysts
- Implementation Consultant
Course Objectives
- Configure application messages and notifications
- Create and monitor answers
- Manage staff and access
- Set up mailboxes
- Configure menus
- Create workspaces
- Create business rules
- Create guides and scripts
- Manage queues
- Set up service level agreements (SLAs)
- Configure chat and routing
- Create surveys
- Create objects and relationships
Course Content
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