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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

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