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Duration 14 hours
Course Outline
Introduction to Oracle Service Management
- Defining Service Management
- The role of Service Management in business strategy
- Essential features and value propositions
- Overview of Oracle service management modules
Navigating the Oracle Service Cloud Interface
- User interface breakdown
- Identifying key components and navigation strategies
User and Role Configuration
- Establishing and administering user accounts
- Setting user roles and access permissions
Foundations of Service Requests
- Categories of Service Requests
- The lifecycle of a service request
Configuring Service Request Types
- Defining categories for service requests
- Developing service request forms
Service Request Administration
- Initiating and allocating service requests
- Monitoring and updating request status
Service Level Agreements (SLAs)
- Concepts behind SLAs
- Setup and management of SLAs
Automation and Workflow Design
- Streamlining service request processes through automation
- Constructing workflows for service requests
Knowledge Base Administration
- Authoring and maintaining knowledge articles
- Linking the knowledge base with service requests
Multi-Channel Service Operations
- Handling service requests across various platforms
- Integrating email, chat, and social media channels
Customer Self-Service
- Establishing customer portals
- Empowering self-service functionality
Field Service Coordination
- Overview of Field Service capabilities
- Scheduling and dispatching field technicians
Mobile Service Management
- Leveraging mobile devices for service administration
- Configuring and utilizing mobile applications
Reporting Fundamentals
- The value of reporting in service management
- Types of reports available in Oracle service management
Report Creation and Customization
- Applying report templates
- Adapting reports to align with business objectives
Dashboards and Data Visualization
- Building service management dashboards
- Employing visualizations for data interpretation
Performance Indicators and KPIs
- Key performance indicators for service management
- Tracking and evaluating performance metrics
Data Security and Regulatory Compliance
- Safeguarding data security within service management
- Adhering to industry standards and regulations
Integration with Other Oracle Applications
- Connecting with Oracle ERP and CRM
- Ensuring seamless data exchange between applications
Customization and Extension
- Tailoring Oracle service management
- Expanding capabilities via add-ons and plugins
Service Management Best Practices
- Applying best practices for service excellence
- Reviewing case studies and practical examples
Troubleshooting and Support Resources
- Common issues and resolution strategies
- Accessing Oracle support channels
Requirements
- Fundamental knowledge of Oracle application ecosystems
- Acquaintance with standard customer service procedures
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