Oracle Service Cloud (RightNow) Administration

Oracle Service Cloud (RightNow) Administration Certification Training Course Overview

This Oracle Service Cloud (RightNow) Administration preparing is a five-day, hands-on course that shows you how to execute the fundamental managerial elements of Oracle Service Cloud, a useful asset intended to help drive positive client communications. Figure out how to convey unrivaled encounters all through the client lifecycle, which is basic for manageable upper hand, client faithfulness and income.

Learn To :

  • Customize menus and fields to meet your special business needs.
  • Understand client care through the Customer Portal utilizing Chat and Incident taking care of
  • Setup and experience the Browser User Interface for key specialist capacities
  • Customize active application-created informing.
  • Create dynamic custom workspaces for any job to assist staff with working all the more effectively.
  • Create Guided Assistance and Agent contents to help clients and specialists
  • Create business decides that computerize and institutionalize forms over your association.
  • Administer Community Discussions

Benefits to You :

By taking this course, you'll leave with a major comprehension of how to use this arrangement. You'll get an opportunity to rehearse introductory arrangement undertakings, while investigate center functionalities that will assist you with upgrading and keep up your framework. Moreover, you'll realize how to take your execution to the following level through improving client self-administration, giving specialist help, and arranging associations.

Audience :

  • Administrator
  • Analyst
  • Implementer

 

Oracle Service Cloud (RightNow) Administration (40 Hours) Download Course Contents

Live Virtual Classroom Fee For Both Group Training & 1-on-1 Training On Request
Group Training Date On Request
1-on-1 Training (GTR)
4 Hours
8 Hours
Week Days
Week End

Start Time : At any time

12 AM
12 PM

GTR=Guaranteed to Run
Classroom Training (Available: London, Dubai, India, Sydney, Vancouver)
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Course Modules

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
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Course Prerequisites
  • Basic Computer Knowledge.

After completion of this course, you will learn following topics :

 

UI and center article basics

  • Oracle Service Cloud application review
  • Agent Desktop and Browser User Interface
  • Exploring Incidents
  • Customer Portal

 

Beginning Setup

  • Navigation sets, profiles, consents, and lines
  • Staff records, gatherings, and passwords
  • Customizable menus and qualities
  • Configuration Settings
  • Products, Categories and Dispositions
  • Incident Queues
  • Implementation Planning and Upgrades Overview

 

Computerization usefulness and Assistance

  • Business rules (states, capacities, factors, conditions, articulations, and activities)
  • Workspaces (showing and altering records)
  • Workspace rules and triggers (progressively modify show, conduct, and qualities)
  • Workflows
  • Agent Scripts
  • Guided Assistance

 

Information Foundation

  • Answers
  • Knowledge Management and Tuning

 

Client and Agent Interactions

  • Message bases, message formats, warnings, messages, and following
  • Surveys and results
  • Chat
  • Mail and Mailboxes
  • Community Self Service
  • Advanced Routing for Chat and Incidents

 

Prologue to Analytics

  • Standard Reports
  • Custom Reports

 

FAQ's


Yes, fee excludes local taxes.