Oracle Service Cloud (RightNow) Administration - Fudgelearn

Oracle Service Cloud (RightNow) Administration

Date
Time
Price
27-Jan-2020
2:00 PM GMT - 10:00 PM GMT
£ 3015
17-Feb-2020
01:00 AM GMT - 09:00 AM GMT
£ 3015
17-Feb-2020
09:00 AM GMT - 5:00 PM GMT
£ 3015
23-Mar-2020
2:00 PM GMT - 10:00 PM GMT
£ 3015
13-Apr-2020
02:00 AM BST - 10:00 AM BST
£ 3015
20-Apr-2020
09:00 AM BST - 5:00 PM BST
£ 3015
18-May-2020
2:00 PM BST - 10:00 PM BST
£ 3015
Date
Time
Price
Location
Date
Start time
Price
Location
Version title
Price
Oracle Service Cloud (RightNow) Administration TOD
£ 2665

This Oracle Service Cloud (RightNow) Administration training is a five-day, hands-on course that teaches you how to execute the basic administrative functions of Oracle Service Cloud, a powerful tool designed to help drive positive customer interactions. Learn how to deliver superior experiences throughout the customer lifecycle, which is critical for sustainable competitive advantage, customer loyalty and revenue.

Learn To:

  • Customize menus and fields to meet your unique business needs.
  • Understand customer support via the Customer Portal using Chat and Incident handling
  • Setup and experience the Browser User Interface for key agent functions
  • Customize outgoing application-generated messaging.
  • Create dynamic custom workspaces for any role to help staff work more efficiently.
  • Create Guided Assistance and Agent scripts to assist customers and agents
  • Create business rules that automate and standardize processes across your organization.
  • Administer Community Discussions

Benefits to You

By taking this course, you'll walk away with a fundamental understanding of how to leverage this solution. You'll get a chance to practice initial setup tasks, while explore core functionalities that will help you enhance and maintain your system. Furthermore, you'll know how to take your implementation to the next level through enhancing customer self-service, providing agent assistance, and configuring interactions.

  •  Administrator
  • Analyst
  • Implementer
  •                                                                                    

  • Customize menus and fields to meet your unique business needs.
  •   
  • Customize outgoing application-generated messaging.
  •   
  • Create dynamic custom workspaces for any role to help staff work more efficiently.
  •   
  • Create Guided Assistance and Agent scripts to assist customers and agents
  •   
  • Create business rules that automate and standardize processes across your organization.
  •   
  • Administer Community Discussions


  • User interface and core object fundamentals
    • Oracle Service Cloud application overview
    • Agent Desktop and Browser User Interface
    • Exploring Incidents
    • Customer Portal
  • Initial Setup
    • Navigation sets, profiles, permissions, and queues
    • Staff accounts, groups, and passwords
    • Customizable menus and values
    • Configuration Settings
    • Products, Categories and Dispositions
    • Incident Queues
    • Implementation Planning and Upgrades Overview
  • Automation functionality and Assistance
    • Business rules (states, functions, variables, conditions, expressions, and actions)
    • Workspaces (displaying and editing records)
    • Workspace rules and triggers (dynamically adjust display, behavior, and values)
    • Workflows
    • Agent Scripts
    • Guided Assistance
  • Knowledge Foundation
    • Answers
    • Knowledge Management and Tuning
  • Customer and Agent Interactions
    • Message bases, message templates, notifications, emails, and tracking
    • Surveys and results
    • Chat
    • Mail and Mailboxes
    • Community Self Service
    • Advanced Routing for Chat and Incidents
  • Introduction to Analytics
    • Standard Reports
    • Custom Reports
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£ 3015
5 Days
Online
7 Events available
£ 2665
5 Days
Train online via an Internet connection, 24/7
1 Event available
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Oracle Service Cloud (RightNow) Administration

Course Overview

This Oracle Service Cloud (RightNow) Administration training is a five-day, hands-on course that teaches you how to execute the basic administrative functions of Oracle Service Cloud, a powerful tool designed to help drive positive customer interactions. Learn how to deliver superior experiences throughout the customer lifecycle, which is critical for sustainable competitive advantage, customer loyalty and revenue.

Learn To:

  • Customize menus and fields to meet your unique business needs.
  • Understand customer support via the Customer Portal using Chat and Incident handling
  • Setup and experience the Browser User Interface for key agent functions
  • Customize outgoing application-generated messaging.
  • Create dynamic custom workspaces for any role to help staff work more efficiently.
  • Create Guided Assistance and Agent scripts to assist customers and agents
  • Create business rules that automate and standardize processes across your organization.
  • Administer Community Discussions

Benefits to You

By taking this course, you'll walk away with a fundamental understanding of how to leverage this solution. You'll get a chance to practice initial setup tasks, while explore core functionalities that will help you enhance and maintain your system. Furthermore, you'll know how to take your implementation to the next level through enhancing customer self-service, providing agent assistance, and configuring interactions.

Virtual Class
5 Days
Date
Start time
Price
Location
27-Jan-2020
2:00 PM GMT
£ 3015
Online
17-Feb-2020
01:00 AM GMT
£ 3015
Online
17-Feb-2020
09:00 AM GMT
£ 3015
Online
23-Mar-2020
2:00 PM GMT
£ 3015
Online
13-Apr-2020
02:00 AM BST
£ 3015
Online
20-Apr-2020
09:00 AM BST
£ 3015
Online
18-May-2020
2:00 PM BST
£ 3015
Online
Training on Demand
5 Days
Date
Start time
Price
Location
Available On Demand
£ 2665
Audience
  •  Administrator
  • Analyst
  • Implementer
  •                                                                                    
Objectives

  • Customize menus and fields to meet your unique business needs.
  •   
  • Customize outgoing application-generated messaging.
  •   
  • Create dynamic custom workspaces for any role to help staff work more efficiently.
  •   
  • Create Guided Assistance and Agent scripts to assist customers and agents
  •   
  • Create business rules that automate and standardize processes across your organization.
  •   
  • Administer Community Discussions


Topics
  • User interface and core object fundamentals
    • Oracle Service Cloud application overview
    • Agent Desktop and Browser User Interface
    • Exploring Incidents
    • Customer Portal
  • Initial Setup
    • Navigation sets, profiles, permissions, and queues
    • Staff accounts, groups, and passwords
    • Customizable menus and values
    • Configuration Settings
    • Products, Categories and Dispositions
    • Incident Queues
    • Implementation Planning and Upgrades Overview
  • Automation functionality and Assistance
    • Business rules (states, functions, variables, conditions, expressions, and actions)
    • Workspaces (displaying and editing records)
    • Workspace rules and triggers (dynamically adjust display, behavior, and values)
    • Workflows
    • Agent Scripts
    • Guided Assistance
  • Knowledge Foundation
    • Answers
    • Knowledge Management and Tuning
  • Customer and Agent Interactions
    • Message bases, message templates, notifications, emails, and tracking
    • Surveys and results
    • Chat
    • Mail and Mailboxes
    • Community Self Service
    • Advanced Routing for Chat and Incidents
  • Introduction to Analytics
    • Standard Reports
    • Custom Reports