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Duration 14 hours
Course Outline
Introduction to Oracle Service Management
- Defining Service Management
- The business significance of Service Management
- Primary features and advantages
- Modules within Oracle Service Management
Exploring the Oracle Service Cloud Interface
- Overview of the user interface
- Essential components and navigation strategies
Establishing Users and Roles
- Creation and administration of user accounts
- Setup of user roles and permission sets
Basics of Service Requests
- Categories of Service Requests
- The lifecycle of a service request
Configuration of Service Request Types
- Definition of service request categories
- Implementation of service request forms
Oversight of Service Requests
- Initiation and assignment of service requests
- Monitoring and status updates for service requests
Service Level Agreements (SLAs)
- Comprehending SLAs
- Configuration and administration of SLAs
Automation and Workflows
- Automating service request procedures
- Designing workflows for service requests
Knowledge Management
- Development and administration of knowledge articles
- Linking the knowledge base with service requests
Multi-Channel Service Management
- Handling service requests across various channels
- Integration of email, chat, and social media
Customer Self-Service
- Configuration of customer portals
- Activation of self-service functionalities
Field Service Management
- Overview of Field Service capabilities
- Scheduling and dispatching of field technicians
Mobile Service Management
- Leveraging mobile devices for service management
- Configuration and usage of mobile applications
Introduction to Reporting
- The role of reporting in service management
- Available report types in Oracle Service Management
Generation and Customization of Reports
- Application of report templates
- Tailoring reports to align with business requirements
Dashboards and Visualizations
- Construction of service management dashboards
- Application of visualizations for data analysis
Performance Metrics and KPIs
- Essential performance indicators for service management
- Tracking and analysis of performance metrics
Data Security and Compliance
- Securing data within service management
- Adherence to industry standards and regulations
Integration with Other Oracle Applications
- Integration with Oracle ERP and CRM
- Ensuring seamless data flow between applications
Customization and Extensions
- Customizing Oracle Service Management
- Expanding functionality through add-ons and plugins
Best Practices in Service Management
- Application of best practices for service excellence
- Case studies and practical real-world examples
Troubleshooting and Support
- Resolution of common issues
- Utilization of Oracle support resources
Requirements
- A foundational understanding of Oracle applications
- Basic familiarity with customer service processes
Target Audience
- Customer service managers
- Service desk analysts
- IT service managers
Testimonials (3)
good explanation on each points and provide assignment for practices.
Piseth Ben - ACLEDA Bank Plc.
Course - Oracle Database 19c: SQL Tuning Workshop
presentation skills, prompt answers to all questions
Oana - OPEN COURSE
Course - Oracle SQL LP - Fundamentals
it was structured very well both by days and by modules, easy to follow