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