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Duration 14 hours
Course Outline
Overview of Oracle Service Management
- Defining Service Management
- The strategic significance of Service Management in business operations
- Core features and key advantages
- Modules within Oracle service management
Exploring the Oracle Service Cloud Interface
- Overview of the user interface
- Essential components and navigation strategies
Configuring Users and Roles
- Creation and administration of user accounts
- Establishing user roles and setting permissions
Basics of Service Requests
- Categories of Service Requests
- The lifecycle of a service request
Configuring Service Request Categories
- Defining categories for service requests
- Establishing service request forms
Administration of Service Requests
- Creating and allocating service requests
- Monitoring and updating the status of service requests
Service Level Agreements (SLAs)
- Understanding the concept of SLAs
- Configuring and overseeing SLAs
Automation and Workflow Processes
- Automating processes related to service requests
- Designing workflows for service request handling
Knowledge Management
- Creating and managing knowledge base articles
- Integrating the knowledge base with service requests
Multi-Channel Service Coordination
- Handling service requests across various channels
- Integration of email, chat, and social media platforms
Customer Self-Service
- Establishing customer portals
- Enabling self-service features
Field Service Operations
- Overview of Field Service capabilities
- Scheduling and dispatching field service technicians
Mobile Service Administration
- Utilizing mobile devices for service management
- Configuration and usage of mobile applications
Fundamentals of Reporting
- The role of reporting in service management
- Types of reports available in Oracle service management
Generating and Tailoring Reports
- Utilizing report templates
- Customizing reports to align with business requirements
Dashboards and Data Visualization
- Building dashboards for service management
- Using visualizations for data interpretation
Performance Indicators and KPIs
- Key performance indicators for service management
- Monitoring and analyzing performance data
Data Security and Regulatory Compliance
- Safeguarding data within service management
- Adhering to industry standards and regulations
Integration with Other Oracle Products
- Integration with Oracle ERP and CRM
- Ensuring seamless data exchange between applications
Customization and Extensions
- Customizing Oracle service management settings
- Expanding functionality through add-ons and plugins
Best Practices for Service Management
- Adopting best practices to achieve service excellence
- Reviewing case studies and real-world scenarios
Troubleshooting and Support Resources
- Common issues and their resolutions
- Accessing Oracle support resources
Requirements
- A foundational understanding of Oracle applications
- Acquaintance with standard customer service processes
Intended 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