Read more
2Month/20 Hours Price:350,000
300,000
Oracle Service Cloud RightNow Administration
This Oracle Service Cloud (RightNow) Administration course 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.
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.
Key Learnings
By the end of this course, participants will be able to:
Understand the architecture and components of Oracle Service Cloud.
Configure and manage user accounts and permissions.
Customize the customer portal and agent desktop.
Implement business rules and workflows.
Manage service level agreements (SLAs) and incident management.
Utilize analytics and reporting tools.
Integrate Oracle Service Cloud with other systems.
Course Content:
Module 1: User interface and core object fundamentals
Agent Desktop and Browser User Interface
Exploring Incidents
Customer Portal
Module 2: Initial Setup
Staff accounts, groups, and passwords
Customizable menus and values
Configuration Settings
Products, Categories and Dispositions
Incident Queues
Implementation Planning and Upgrades Overview
Module 3: Automation functionality and Assistance
Workspaces (displaying and editing records)
Workspace rules and triggers (dynamically adjust display, behavior, and values)
Workflows
Agent Scripts
Guided Assistance
Module 4: Knowledge Foundation
Knowledge Management and Tuning
Module 5: Customer and Agent Interactions
Surveys and results
Chat
Mail and Mailboxes
Community Self Service
Advanced Routing for Chat and Incidents
Module 6: Introduction to Analytics
Custom Reports
Module 7: Fundamentals
Oracle Service Cloud application overviewNavigation (panes, ribbons, explorers, and help)
Module 8:Initial Setup
Navigation sets, profiles, permissions, and queuesStaff accounts, groups, and passwords
Customizable menus and values
Module 9: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
Module 10: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)
Module11: Interactions
Messages, templates, notifications, emails, and trackingSurveys and results
Chats, routing, skills, and advanced routing
Mailboxes (outgoing and incoming), email addresses, and distribution lists
Career Path
Completing this course opens up several career opportunities, such as:
Oracle Service Cloud AdministratorCRM Specialist
Customer Support Manager
IT Support Specialist
System Integration Specialist
Course Prerequisites
Basic understanding of customer relationship management (CRM) concepts.Familiarity with web-based applications and general IT knowledge is beneficial.
INTERNATIONAL STUDENT FEE 1000 USD
Job Interview Preparation (Soft Skills Questions & Answers)
Tough Open-Ended Job Interview Questions
What to Wear for Best Job Interview Attire
Job Interview Question- What are You Passionate About?
How to Prepare for a Job Promotion Interview
Stay connected even when you’re apart
Join our WhatsApp Channel – Get discount offers
500+ Free Certification Exam Practice Question and Answers
Your FREE eLEARNING Courses (Click Here)
Internships, Freelance and Full-Time Work opportunities
Join Internships and Referral Program (click for details)
Work as Freelancer or Full-Time Employee (click for details)
Hire an Intern
Flexible Class Option
Week End Classes For Professionals SAT | SUN
Corporate Group Training Availables Options
Online Classes – Live Virtual Class (L.V.C), Online Training
Related Courses
Oracle Fusion Cloud – Composers and Scripting Training
Incentive Compensation Training – Oracle Sales Cloud
Oracle Financial Cloud ERP General Ledger Implementation
0 Reviews