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Duration 14 hours
Course Outline
Overview of Oracle Service Management
- Definition of Service Management
- The role of Service Management in business strategy
- Core features and strategic advantages
- Modules within Oracle Service Management
Navigating the Oracle Service Cloud Interface
- Visual tour of the user interface
- Essential components and navigation strategies
User and Role Configuration
- Provisioning and managing user accounts
- Defining user roles and access permissions
Fundamentals of Service Requests
- Categorization of Service Requests
- The lifecycle of a service request
Defining Service Request Categories
- Establishing service request classifications
- Setting up input forms for service requests
Administering Service Requests
- Initiating and allocating service requests
- Maintaining and updating request status
Service Level Agreements (SLAs)
- Concepts behind SLAs
- Setup and management of SLAs
Process Automation and Workflow Design
- Automating service request procedures
- Designing workflows for service requests
Knowledge Management
- Authoring and maintaining knowledge articles
- Connecting the knowledge base with service requests
Multi-Channel Service Coordination
- Oversight of service requests across various channels
- Integration with email, chat, and social media platforms
Customer Self-Service Portals
- Building customer-facing portals
- Empowering self-service functionalities
Field Service Operations
- Capabilities of Field Service Management
- Scheduling and dispatching on-site technicians
Mobile Service Operations
- Leveraging mobile devices for service oversight
- Configuration and utilization of mobile applications
Reporting Basics
- The value of reporting in service management
- Available report types in Oracle Service Management
Report Creation and Customization
- Leveraging report templates
- Tailoring reports to specific business requirements
Dashboards and Data Visualization
- Building service management dashboards
- Employing visualizations for data interpretation
Performance Indicators and KPIs
- Key performance metrics for service management
- Tracking and analyzing performance data
Data Security and Regulatory Compliance
- Safeguarding data integrity in service operations
- Adhering to industry standards and regulatory frameworks
Integration with Other Oracle Systems
- Linkage with Oracle ERP and CRM
- Ensuring seamless data exchange across applications
System Customization and Extensions
- Personalizing Oracle Service Management
- Enhancing functionality through add-ons and plugins
Best Practices for Service Excellence
- Applying best practices for superior service delivery
- Real-world case studies and practical examples
Troubleshooting and Technical Support
- Resolving common issues and challenges
- Utilizing Oracle support resources
Requirements
- Foundational knowledge of Oracle applications
- Akquaintance with customer service workflows
Target Audience
- Customer service managers
- Service desk analysts
- IT service managers
Testimonials (2)
good explanation on each points and provide assignment for practices.
Piseth Ben - ACLEDA Bank Plc.
Course - Oracle Database 19c: SQL Tuning Workshop
Greg was very patient and helpful
