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Duration 14 hours
Course Outline
Introduction to Oracle Service Management
- Defining Service Management.
- The strategic role of Service Management in business.
- Primary features and associated benefits.
- Overview of Oracle service management modules.
Exploring the Oracle Service Cloud Interface
- User interface walkthrough.
- Essential components and navigation best practices.
User and Role Configuration
- Provisioning and administration of user accounts.
- Setting up user roles and access permissions.
Basics of Service Requests
- Categorization of service requests.
- Understanding the service request lifecycle.
Service Request Type Configuration
- Establishing service request categories.
- Designing and deploying service request forms.
Service Request Administration
- Initiating and allocating service requests.
- Monitoring progress and updating request status.
Service Level Agreements (SLAs)
- Concepts behind SLAs.
- Implementation and oversight of SLAs.
Process Automation and Workflows
- Streamlining service request processes through automation.
- Designing workflow paths for service requests.
Knowledge Management
- Authoring and curating knowledge base articles.
- Linking the knowledge base with active service requests.
Multi-Channel Service Coordination
- Handling service requests across diverse channels.
- Integrating email, live chat, and social media platforms.
Customer Self-Service Options
- Implementation of customer-facing portals.
- Activation of self-service features.
Field Service Operations
- Overview of field service capabilities.
- Coordinating schedules and dispatching field technicians.
Mobile Service Administration
- Leveraging mobile devices for service oversight.
- Configuration and practical use of mobile applications.
Foundations of Reporting
- The significance of reporting in service management.
- Available report types within Oracle service management.
Report Development and Customization
- Application of report templates.
- Tailoring reports to align with specific business objectives.
Dashboards and Data Visualization
- Construction of service management dashboards.
- Application of visual tools for data interpretation.
Performance Indicators and KPIs
- Essential performance indicators for service operations.
- Tracking and evaluating performance metrics.
Data Security and Regulatory Compliance
- Safeguarding data integrity in service management.
- Adherence to industry standards and regulatory requirements.
Integration with the Oracle Ecosystem
- Connecting with Oracle ERP and CRM systems.
- Ensuring seamless data interchange between applications.
System Customization and Extensions
- Personalizing the Oracle service management environment.
- Expanding capabilities through add-ons and plugins.
Service Management Best Practices
- Adopting proven strategies for service excellence.
- Review of case studies and practical scenarios.
Troubleshooting and Support Resources
- Resolution of common operational issues.
- Utilizing Oracle support channels effectively.
Requirements
- Fundamental knowledge of Oracle applications.
- Working familiarity with customer service workflows.
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
