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.
Course Content:
Module 1: User interface and core object fundamentals
- Oracle Service Cloud application overview
- Agent Desktop and Browser User Interface
- Exploring Incidents
- Customer Portal
Module 2: Initial Setup
- Navigation sets, profiles, permissions, and queues
- 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
- Business rules (states, functions, variables, conditions, expressions, and actions)
- Workspaces (displaying and editing records)
- Workspace rules and triggers (dynamically adjust display, behavior, and values)
- Workflows
- Agent Scripts
- Guided Assistance
Module 4: Knowledge Foundation
- Answers
- Knowledge Management and Tuning
Module 5: Customer and Agent Interactions
- Message bases, message templates, notifications, emails, and tracking
- Surveys and results
- Chat
- Mail and Mailboxes
- Community Self Service
- Advanced Routing for Chat and Incidents
Module 6: Introduction to Analytics
- Standard Reports
- Custom Reports
Module 7: Fundamentals
- Oracle Service Cloud application overview
- Navigation (panes, ribbons, explorers, and help)
Module 8:Initial Setup
- Navigation sets, profiles, permissions, and queues
- Staff 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 tracking
- Surveys and results
- Chats, routing, skills, and advanced routing
- Mailboxes (outgoing and incoming), email addresses, and distribution lists
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
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)
Flexible Class Options
- Week End Classes For Professionals SAT | SUN
- Corporate Group Trainings Available
- 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
Oracle Fusion Cloud General Ledger Fundamentals
vc_row_inner]
