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