Thank you for sending your enquiry! One of our team members will contact you shortly.
Thank you for sending your booking! One of our team members will contact you shortly.
Duration 14 hours
Course Outline
Introduction to Oracle Service Management
- Defining Service Management
- The significance of Service Management in business contexts
- Principal features and advantages
- Modules within Oracle service management
Navigating Oracle Service Cloud
- Overview of the user interface
- Essential components and navigation guidelines
Setting Up Users and Roles
- Creating and maintaining user accounts
- Configuring user roles and access permissions
Introduction to Service Requests
- Varieties of Service Requests
- The lifecycle of a service request
Configuring Service Request Types
- Establishing service request categories
- Setting up service request forms
Managing Service Requests
- Generating and assigning service requests
- Monitoring and updating service requests
Service Level Agreements (SLAs)
- Comprehending SLAs
- Configuring and overseeing SLAs
Automation and Workflow
- Automating service request processes
- Designing workflows for service requests
Knowledge Management
- Authoring and maintaining knowledge articles
- Integrating the knowledge base with service requests
Multi-Channel Service Management
- Overseeing service requests across diverse channels
- Integration of email, chat, and social media
Customer Self-Service
- Establishing customer portals
- Activating self-service functionalities
Field Service Management
- Overview of Field Service Capabilities
- Scheduling and dispatching field service technicians
Mobile Service Management
- Leveraging mobile devices for service management
- Configuration and utilization of the mobile app
Introduction to Reporting
- The importance of reporting in service management
- Categories of reports available in oracle service management
Creating and Customizing Reports
- Utilizing report templates
- Tailoring reports to align with business requirements
Dashboards and Visualizations
- Building service management dashboards
- Leveraging visualizations for data analysis
Performance Metrics and KPIs
- Key performance indicators for service management
- Monitoring and analyzing performance metrics
Data Security and Compliance
- Safeguarding data security in service management
- Ensuring compliance with industry standards and regulations
Integrating with Other Oracle Applications
- Integration with Oracle ERP and CRM
- Ensuring seamless data flow between applications
Customization and Extensions
- Customizing Oracle service management
- Enhancing functionality with add-ons and plugins
Best Practices in Service Management
- Adopting best practices for service excellence
- Case studies and real-world examples
Troubleshooting and Support
- Common issues and their resolutions
- Accessing Oracle support resources
Requirements
- Foundational knowledge of Oracle applications
- Working familiarity with customer service processes
Target Audience
- Customer service managers
- Service desk analysts
- IT service managers
Testimonials (2)
good explanation on each points and provide assignment for practices.
Piseth Ben - ACLEDA Bank Plc.
Course - Oracle Database 19c: SQL Tuning Workshop
Greg was very patient and helpful
