Oracle Engagement Cloud: Service Implementation
This Oracle Engagement Cloud: Service course is intended to build on the knowledge you already have to enable you to perform an initial Service implementation.
Duration: 30-hrs
Course Content:
Service Introduction
- Layouts and integrations
- Offerings, features, and set up tasks
- Knowledge Management
- Service Request Management
Security and Visibility
- Multiple Business Units (BUs)
- Queries and Filters
- Roles, Mappings, and Hierarchies
Service Request Management
- Queues
- Categories
- Statuses
- Messages and Responses
- Product Catalog
Assignments and Routing
- OmniChannel
- Availability and Notifications
- Rules
Email Processing
- Templates
- Channels and Mailboxes
- Outbound and Inbound emails
Real-Time Interactions
- Computer Telephony Integration (CTI)
- Chat and Co-browse
- Multichannel Adapter (MCA) Framework
- Live Window
Productivity Tools
- Keyboard Shortcuts
- SmartText
- Action Plans
- Oracle Social Network
Entitlements
- Milestones
- Calendars and Holidays
- Coverages
Knowledge Management
- Articles and Publishing
- My Knowledge