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Introduction to Oracle Service Cloud (D96524)

Detaillierter Kursinhalt

  • 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