Introduction to Oracle Service Cloud (D96524) – Outline

Detailed Course Outline

Introduction

• Channel Preference is Changing
• Oracle Customer Experience (CX) Cloud
• Oracle Service Cloud Service
• The Oracle CX Portfolio
• Customer Portal With Pixel Perfect Branding
• Oracle Fusion Procurement Coexistence
• Customer Portal With Pixel Perfect Branding
• Troubleshoot Complex Problems Easily

Platform Overview

• Architecture
• Oracle CX Portfolio
• Customer Portal
• Agent Desktop
• Extend Agent Desktop Experience
• Open Integration and Extensibility
• Kickstart your Siebel project with a solid design
• Kickstart your Field Service project with a solid design

Agent Desktop Features: Administrators and Agents

• Agent Desktop
• Staff Management in Oracle Service Cloud
• Administration Permissions
• Workspace
• Message Templates
• Chat
• Surveys
• Email Handling

Analytics and Reporting

• Introducing Oracle Service Cloud Analytics
• Reports in Oracle Service Cloud
• Running / Viewing Reports
• Viewing the Report Definition
• Key Performance Indicators (KPIs)
• Standard Report
• Drilldown Levels
• Data Exceptions

What's New in the May 2016 Release

• Oracle Service Cloud Community Self Service Connect PHP API
• Co-Browse
• Analytics
• Agent Browser User Interface
• Outreach and Feedback
• Staff Management