Oracle Linux System Administration I
This Oracle Service Cloud (RightNow) Administration training is a five-day, hands-on course that teaches you how to execute the basic administrative functions of Oracle Service Cloud, a powerful tool designed to help drive positive customer interactions.
Duration: 40-45hrs
Course Content:
- User interface and core object fundamentals
- Oracle Service Cloud application overview
- Agent Desktop and Browser User Interface
- Exploring Incidents
- Customer Portal
- 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
- 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
- Knowledge Foundation
- Answers
- Knowledge Management and Tuning
- 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
- Introduction to Analytics
- Standard Reports
- Custom Reports
- Oracle Service Cloud application overview
- Agent Desktop and Browser User Interface
- Exploring Incidents
- Customer Portal