The 10 week course is focused on walking you through the basics of Oracle Service Cloud. During the training, you will dive into the tool and uncover how it influences your agents’ and customers’ experiences.
This course takes you beyond how to accomplish tasks and teaches you unique approaches and uses for Service Cloud. Through a mix of classroom style teaching and hands-on training labs, you will have the opportunity to explore your curiosities and gain in-depth knowledge of Oracle Service Cloud.
Week 1 – Manage Staff and Access/ Mailbox Configuration
Week 2 – Configure Workspaces
Week 3 – Configure Workflow
Week 4 – Business Rules
Week 5 – Skill Builder
Week 6 – Message Templates/ Surveys
Week 7 – Reporting and Analytics
Week 8 – Create Guides and Scripts
Week 9 – Custom Objects and Object Relationships
Week 10 – Knowledge Base Administration
This course is designed for both the technical and business side end users. Technical aptitude is preferred but not required.