Oracle Service Cloud (RightNow) Administration
Duration : 5 Days (40 Hours)
Oracle Service Cloud (RightNow) Administration Course Overview:
The Oracle Service Cloud (RightNow) Administration certification validates the skills and expertise required to effectively implement Oracle’s RightNow solution. This certification confirms the ability to install, troubleshoot, and maintain RightNow suite solutions. It demonstrates proficiency in tasks such as creating data analysis reports, managing chat and co-browse configurations, orchestrating new projects, and implementing security practices. Industries widely adopt this certification as a benchmark to hire experts capable of configuring and managing Oracle Service Cloud applications, thereby enhancing customer service operations. It becomes an essential component of any organization that prioritizes improving customer experience and productivity through the rapid deployment and integration capabilities of Oracle Service Cloud solutions.
• IT professionals responsible for managing customer experience systems.
• Administrators of the Oracle Service Cloud.
• Technical support and customer service team leaders.
• Professionals looking to improve their knowledge and skills in cloud systems.
• Oracle Service Cloud users and operators seeking further certification.
Learning Objectives of Oracle Service Cloud (RightNow) Administration:
The learning objectives of the Oracle Service Cloud (RightNow) Administration course aim to provide in-depth knowledge of system administration tasks of Oracle Service Cloud. By the end of the course, participants should be proficient in tasks like setting up and managing staff accounts, understanding security level settings, managing interface configurations, and creating workflows and workspaces. They should also master customizing standard text, configuring service level agreements, and supervising incidents effectively. Ultimately, students should gain competency in streamlining service processes and integrating multiple service channels to improve overall customer experience using Oracle Service Cloud.
Module 1: User interface and core object fundamentals
- Oracle Service Cloud application overview
- Agent Desktop and Browser User Interface
- Exploring Incidents
- Customer Portal
Module 2: Initial Setup
- Navigation sets, profiles, permissions, and queues
- Staff accounts, groups, and passwords
- Customizable menus and values
- Configuration Settings
- Products, Categories and Dispositions
- Incident Queues
- Implementation Planning and Upgrades Overview
Module 3: Automation functionality and Assistance
- Business rules (states, functions, variables, conditions, expressions, and actions)
- Workspaces (displaying and editing records)
- Workspace rules and triggers (dynamically adjust display, behavior, and values)
- Agent Scripts
- Guided Assistance
Module 4: Knowledge Foundation
- Knowledge Management and Tuning
Module 5: Customer and Agent Interactions
- Message bases, message templates, notifications, emails, and tracking
- Surveys and results
- Mail and Mailboxes
- Community Self Service
- Advanced Routing for Chat and Incidents
Module 6: Introduction to Analytics
- Standard Reports
- Custom Reports
Oracle Service Cloud (RightNow) Administration Course Prerequisites:
• Basic understanding of Oracle Service Cloud
• Familiarity with administrative functions
• Knowledge of service cloud interface, navigation, and system components
• Experience in service cloud configuration settings
• Understanding of IT service management principles
• Prior experience in managing service cloud applications.
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This course comes with following benefits:
- Practice Labs.
- Get Trained by Certified Trainers.
- Access to the recordings of your class sessions for 90 days.
- Digital courseware
- Experience 24*7 learner support.
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