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Duration 14 hours
Course Outline
Foundations of Oracle Service Management
- Defining Service Management
- The strategic value of Service Management in business
- Core features and associated benefits
- Modules within Oracle service management
Interface Navigation in Oracle Service Cloud
- Overview of the user interface
- Essential components and navigation strategies
User and Role Configuration
- Establishing and administering user accounts
- Setting user roles and access permissions
Basics of Service Requests
- Categories of Service Requests
- The lifecycle of a service request
Configuring Request Categories
- Defining service request classifications
- Designing service request forms
Administering Service Requests
- Generating and allocating service requests
- Monitoring and updating request status
Service Level Agreements (SLAs)
- Concepts of SLAs
- Setup and management of SLAs
Automation and Workflows
- Streamlining service request processes through automation
- Developing workflows for service requests
Knowledge Base Administration
- Authoring and maintaining knowledge articles
- Linking the knowledge base with service requests
Multi-Channel Service Administration
- Handling service requests across various channels
- Integration of email, chat, and social media
Customer Self-Service
- Establishing customer portals
- Enabling self-service functionalities
Field Service Operations
- Overview of Field Service Features
- Scheduling and dispatching field technicians
Mobile Service Administration
- Leveraging mobile devices for service management
- Setup and operation of mobile applications
Introduction to Reporting
- The significance of reporting in service management
- Types of reports available in Oracle service management
Report Creation and Customization
- Utilizing report templates
- Tailoring reports to satisfy business requirements
Dashboards and Visualizations
- Building service management dashboards
- Employing visualizations for data analysis
Performance Metrics and KPIs
- Key performance indicators for service management
- Tracking and analyzing performance metrics
Data Security and Regulatory Compliance
- Maintaining data security in service management
- Adhering to industry standards and regulations
Integration with Other Oracle Applications
- Connecting with Oracle ERP and CRM
- Ensuring seamless data exchange between applications
Customization and Extensions
- Tailoring Oracle service management
- Enhancing functionality through add-ons and plugins
Service Management Best Practices
- Adopting best practices for service excellence
- Reviewing case studies and real-world scenarios
Troubleshooting and Support
- Addressing common issues and their resolutions
- Utilizing Oracle support resources
Requirements
- Fundamental grasp of Oracle applications
- Knowledge of standard customer service workflows
Target Audience
- Customer service managers
- Service desk analysts
- IT service managers
Testimonials (3)
good explanation on each points and provide assignment for practices.
Piseth Ben - ACLEDA Bank Plc.
Course - Oracle Database 19c: SQL Tuning Workshop
presentation skills, prompt answers to all questions
Oana - OPEN COURSE
Course - Oracle SQL LP - Fundamentals
it was structured very well both by days and by modules, easy to follow