Oracle Service Cloud (RightNow) Administration Course Overview

Oracle Service Cloud (RightNow) Administration Course Overview

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.

Koenig's Unique Offerings


1-on-1 Training

Schedule personalized sessions based upon your availability.


Customized Training

Tailor your learning experience. Dive deeper in topics of greater interest to you.


4-Hour Sessions

Optimize learning with Koenig's 4-hour sessions, balancing knowledge retention and time constraints.


Free Demo Class

Join our training with confidence. Attend a free demo class to experience our expert trainers and get all your queries answered.

Purchase This Course

Fee On Request

  • Live Online Training (Duration : 40 Hours)
  • Per Participant
  • Guaranteed-to-Run (GTR)
  • date-img
  • date-img

♱ Excluding VAT/GST

Classroom Training price is on request

  • Live Online Training (Duration : 40 Hours)
  • Per Participant

♱ Excluding VAT/GST

Classroom Training price is on request

Request More Information

Email:  WhatsApp:

Course Prerequisites

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:

  • Basic understanding of customer service principles and practices.
  • Familiarity with CRM (Customer Relationship Management) concepts.
  • General computer proficiency and the ability to navigate software applications.
  • Basic knowledge of internet and web browser usage.
  • An understanding of common help desk and support ticketing systems is advantageous but not mandatory.
  • Willingness to learn new software tools and technologies used in customer service and support environments.

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.

Target Audience for Oracle Service Cloud (RightNow) Administration

The Oracle Service Cloud (RightNow) Administration course equips IT professionals with essential skills to manage customer service solutions.

  • IT Managers and Administrators
  • Customer Service Managers
  • Helpdesk and Support Technicians
  • CRM Analysts and Consultants
  • Oracle Service Cloud (RightNow) Users
  • System Integrators
  • Technical Support Engineers
  • Business Analysts
  • Customer Experience (CX) Specialists
  • Process Improvement Managers
  • IT Project Managers overseeing CRM/Service solutions
  • Product Managers with a focus on service and support features
  • Service Desk Managers
  • Database Administrators involved in CRM data management
  • Quality Assurance Specialists working with customer service systems
  • IT Professionals looking to specialize in Oracle Service Cloud

Learning Objectives - What you will Learn in this Oracle Service Cloud (RightNow) Administration?

Introduction to Learning Outcomes:

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.

Learning Objectives and Outcomes:

  • Understand the layout and functionality of the Oracle Service Cloud application to navigate and utilize the system efficiently.
  • Configure agent desktop settings, including browser user interfaces, to streamline incident management and enhance customer service.
  • Set up and manage user roles, permissions, and queues to ensure appropriate access and workflow distribution.
  • Create and manage staff accounts, groups, and passwords to maintain a secure and organized service environment.
  • Customize menus and manage configuration settings to tailor the application to specific business requirements.
  • Define products, categories, and dispositions to categorize incidents and support reporting and analysis.
  • Implement business rules and workspace rules to automate processes and improve response times.
  • Design workspaces and workflows to optimize the agent experience and customer interactions.
  • Utilize knowledge management tools to create a comprehensive knowledge base that supports both customers and agents.
  • Develop reports and analyze data to monitor and improve service performance and customer satisfaction.

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.