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Duration 14 hours
Course Outline
Foundations of Oracle Service Management
- Defining Service Management.
- The role of Service Management in business success.
- Primary features and advantages.
- Modules within the Oracle Service Management suite.
Exploring Oracle Service Cloud
- An overview of the user interface.
- Essential components and navigation strategies.
Establishing Users and Roles
- Provisioning and oversight of user accounts.
- Setting up role definitions and access permissions.
Basics of Service Requests
- Classification of Service Requests.
- The journey of a service request through its lifecycle.
Configuring Request Types
- Specifying service request categories.
- Designing service request input forms.
Oversight of Service Requests
- Initiating and distributing service requests.
- Monitoring progress and updating request status.
Service Level Agreements (SLAs)
- Interpreting SLAs.
- Setting and administering SLA parameters.
Process Automation and Workflows
- Streamlining service request procedures via automation.
- Designing workflows for service request handling.
Knowledge Base Administration
- Authoring and maintaining knowledge articles.
- Connecting the knowledge base to active service requests.
Multi-Channel Service Coordination
- Oversight of requests across diverse communication channels.
- Integration of email, chat, and social media platforms.
Customer Self-Service Portals
- Configuration of customer-facing portals.
- Activation of self-service options.
Field Service Coordination
- Summary of Field Service features.
- Scheduling and dispatching on-site technicians.
Mobile Service Operations
- Leveraging mobile devices for service tasks.
- Setup and operation of mobile applications.
Reporting Fundamentals
- The value of reporting in service governance.
- Report types available in Oracle Service Management.
Report Generation and Adaptation
- Utilization of report templates.
- Tailoring reports to align with business objectives.
Dashboards and Data Visualization
- Building service management dashboards.
- Leveraging visual aids for data interpretation.
Performance Indicators and KPIs
- Critical performance metrics for service management.
- Tracking and evaluating performance data.
Data Security and Regulatory Compliance
- Safeguarding data within service management systems.
- Adhering to industry standards and regulations.
Integration with Other Oracle Platforms
- Connecting with Oracle ERP and CRM systems.
- Ensuring seamless data exchange between applications.
Customization and Feature Expansion
- Adapting Oracle Service Management to specific needs.
- Enhancing capabilities through add-ons and plugins.
Best Practices for Service Excellence
- Adopting best practices for high-quality service delivery.
- Reviewing case studies and practical examples.
Troubleshooting and Support Resources
- Addressing common issues and their resolutions.
- Accessing Oracle’s support channels.
Requirements
- Fundamental knowledge of Oracle applications
- Acquaintance with customer service workflows
Target Audience
- Customer service leaders
- Service desk specialists
- 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
