Oracle Service Cloud (RightNow) Administration (D86614)


Who should attend

  • Technical Administrator
  • Configuration Implementer
  • Business Analysts
  • Implementation Consultant

Course Objectives

  • Configure application messages and notifications
  • Create and monitor answers
  • Manage staff and access
  • Set up mailboxes
  • Configure menus
  • Create workspaces
  • Create business rules
  • Create guides and scripts
  • Manage queues
  • Set up service level agreements (SLAs)
  • Configure chat and routing
  • Create surveys
  • Create objects and relationships

Course Content


  • Oracle Service Cloud application overview
  • Navigation (panes, ribbons, explorers, and help)

Initial Setup

  • Navigation sets, profiles, permissions, and queues
  • Staff accounts, groups, and passwords
  • Customizable menus and values

Core Functionality

  • Business rules (states, functions, variables, conditions, expressions, and actions)
  • Workspaces (displaying and editing records)
  • Workspace rules and triggers (dynamically adjust display, behavior, and values)
  • Custom objects, and relationships (packages and deployment)
  • Creating and monitoring answers and the knowledge base
  • Service level agreements (SLAs), response times, and holidays

Agent assistance

  • Guided assistance (questions, answers, responses, and branching)
  • Agent scripts (pages, fields, controls, questions, branching, rules, and events)
  • Workflow processes and templates (user interface, automation, search, and decision elements)


  • Messages, templates, notifications, emails, and tracking
  • Surveys and results
  • Chats, routing, skills, and advanced routing
  • Mailboxes (outgoing and incoming), email addresses, and distribution listsFundamentals

Prices & Delivery methods

Online Training

5 days

  • on request
Classroom Training

5 days

  • on request


Currently there are no training dates scheduled for this course.