Quem deve participar
- Technical Administrator
- Configuration Implementer
- Business Analysts
- Implementation Consultant
Objetivos do Curso
- 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
Conteúdo do curso
Fundamentals
- 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)
Interactions
- Messages, templates, notifications, emails, and tracking
- Surveys and results
- Chats, routing, skills, and advanced routing
- Mailboxes (outgoing and incoming), email addresses, and distribution listsFundamentals