Course Overview
In this hands-on course, you'll learn the core knowledge to enable you to perform an initial Oracle Engagement Cloud: Service Implementation. The course builds on your existing knowledge and shows you the common configurations to get up and running fast.
Learn To:
- Configure service request management, productivity tools, and entitlements.
- Create queues and routing rules for assignments.
- Manage inbound and outbound email processing.
- Configure real time channels such as voice and chat.
- Create and maintain knowledge.
- Work with the Digital Customer Service (DSC) portal.
Benefits to You
Practice implementation steps to ensure your deployment is as smooth as possible. Gain insights from recommended practices.
Who should attend
- Implementation Consultant
- Technical Consultant
- Technical Administrator
- Administrator
- Configuration Consultant
- Configuration Implementer
Course Objectives
- Create queues and routing rules for assignments
- Create and maintain knowledge
- Configure real time channels such as voice and chat
- Manage inbound and outbound email processing
- Tailor Digital Customer Service (DCS)
- Configure service request management, entitlements, and productivity tools
Course Content
Service Introduction
- Service Request Management
- Knowledge Management
- Offerings, features, and set up tasks
- Layouts and integrations
Security and Visibility
- Roles, Mappings, and Hierarchies
- Multiple Business Units (BUs)
- Queries and Filters
Service Request Management
- Categories
- Product Catalog
- Messages and Responses
- Statuses
- Queues
Assignments and Routing
- Rules
- OmniChannel
- Availability and Notifications
Email Processing
- Channels and Mailboxes
- Templates
- Outbound and Inbound emails
Real-Time Interactions
- Chat and Co-browse
- Live Window
- Computer Telephony Integration (CTI)
- Multichannel Adapter (MCA) Framework
Productivity Tools
- Keyboard Shortcuts
- SmartText
- Oracle Social Network
- Action Plans
Entitlements
- Calendars and Holidays
- Coverages
- Milestones
Knowledge Management
- Articles and Publishing
- My Knowledge