Course Outline
Introduction to Oracle Service Management
- Defining Service Management
- The role of Service Management in business strategy
- Key features and associated benefits
- Overview of Oracle Service Management modules
Navigating Oracle Service Cloud
- User interface walkthrough
- Essential components and navigation tips
Setting Up Users and Roles
- Creation and administration of user accounts
- Configuration of user roles and permissions
Introduction to Service Requests
- Categories of Service Requests
- The lifecycle of a service request
Configuring Service Request Types
- Defining categories for service requests
- Establishment of service request forms
Managing Service Requests
- Generation and assignment of service requests
- Monitoring and updating the status of service requests
Service Level Agreements (SLAs)
- Understanding SLA concepts
- Configuration and management of SLAs
Automation and Workflow
- Automating service request processes
- Designing workflows for service requests
Knowledge Management
- Creation and maintenance of knowledge articles
- Linking the knowledge base with service requests
Multi-Channel Service Management
- Managing service requests across various channels
- Integration of email, chat, and social media
Customer Self-Service
- Setup of customer portals
- Enabling self-service features
Field Service Management
- Overview of Field Service capabilities
- Scheduling and dispatching field technicians
Mobile Service Management
- Utilizing mobile devices for service management
- Configuration and usage of mobile apps
Introduction to Reporting
- The importance of reporting in service management
- Available report types in Oracle Service Management
Creating and Customizing Reports
- Utilization of report templates
- Tailoring reports to meet specific business needs
Dashboards and Visualizations
- Building service management dashboards
- Leveraging visualizations for data analysis
Performance Metrics and KPIs
- Key performance indicators for service management
- Monitoring and analyzing performance metrics
Data Security and Compliance
- Ensuring data security within service management
- Adherence to industry standards and regulations
Integrating with Other Oracle Applications
- Integration with Oracle ERP and CRM
- Facilitating seamless data flow between applications
Customization and Extensions
- Customizing Oracle Service Management
- Enhancing functionality through add-ons and plugins
Best Practices in Service Management
- Implementing best practices for service excellence
- Case studies and real-world examples
Troubleshooting and Support
- Common issues and their solutions
- Accessing Oracle support resources
Summary and Next Steps
Requirements
- A foundational understanding of Oracle applications
- Familiarity with standard customer service processes
Target Audience
- Customer service managers
- Service desk analysts
- IT service managers
Testimonials (3)
good explanation on each points and provide assignment for practices.
Piseth Ben - ACLEDA Bank Plc.
Course - Oracle Database 19c: SQL Tuning Workshop
presentation skills, prompt answers to all questions
Oana - OPEN COURSE
Course - Oracle SQL LP - Fundamentals
it was structured very well both by days and by modules, easy to follow