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The Oracle Service Cloud (RightNow) Administration course is designed to equip learners with the knowledge and skills required to effectively configure and maintain the Oracle Service Cloud environment. Throughout the course, participants will delve into the application's user interface, core functionalities, and the underlying framework that supports incident management, customer interactions, and knowledge foundation.
Module 1 starts with an Oracle Service Cloud application overview, familiarizing learners with the Agent Desktop and Browser User Interface, how to manage Incidents, and the customization of the Customer Portal. Module 2 covers the Initial Setup, guiding participants through navigation sets, profiles, permissions, staff accounts, and essential configurations. Module 3 introduces automation tools like business rules, workspace rules, and workflows, while Module 4 focuses on the Knowledge Foundation, discussing how to create and manage Answers.
Module 5 dives into Customer and Agent Interactions, exploring message templates, surveys, chat, and community self-service. Lastly, Module 6 provides an Introduction to Analytics, teaching how to work with standard and custom reports. By the end of the course, learners will be adept at improving customer service experiences, optimizing agent efficiency, and leveraging analytics to inform decision-making.
This is a Rare Course and it can be take up to 3 weeks to arrange the training.
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4-Hour Sessions
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♱ Excluding VAT/GST
Classroom Training price is on request
♱ Excluding VAT/GST
Classroom Training price is on request
To ensure that you are well-prepared and can get the most out of the Oracle Service Cloud (RightNow) Administration course, here are the minimum required prerequisites for successful participation:
Please note that while having a background in IT or experience with other Oracle products may be beneficial, it is not a strict requirement for this course. This course is designed to be accessible to individuals who are new to Oracle Service Cloud, provided they meet the basic prerequisites listed above.
The Oracle Service Cloud (RightNow) Administration course equips IT professionals with essential skills to manage customer service solutions.
The Oracle Service Cloud (RightNow) Administration course equips students with the comprehensive skills needed to effectively configure, manage, and optimize the Oracle Service Cloud platform.
These objectives aim to provide students with the ability to not only understand the technical aspects of the Oracle Service Cloud but also to apply best practices in a real-world service environment for improved customer experiences and operational efficiency.