Wir beraten Sie gerne!
+49 40 253346-10     Kontakt
> > > D99363

Oracle Engagement Cloud: Service Implementation (D99363)

 

Kursüberblick

In this hands-on course, you'll learn the core knowledge to enable you to perform an initial Oracle Engagement Cloud: Service Implementation. The course builds on your existing knowledge and shows you the common configurations to get up and running fast.

Learn To:
  • Configure service request management, productivity tools, and entitlements.
  • Create queues and routing rules for assignments.
  • Manage inbound and outbound email processing.
  • Configure real time channels such as voice and chat.
  • Create and maintain knowledge.
  • Work with the Digital Customer Service (DSC) portal.
Benefits to You

Practice implementation steps to ensure your deployment is as smooth as possible. Gain insights from recommended practices.

Zielgruppe

  • Implementation Consultant
  • Technical Consultant
  • Technical Administrator
  • Administrator
  • Configuration Consultant
  • Configuration Implementer

Kursziele

  • Create queues and routing rules for assignments
  • Create and maintain knowledge
  • Configure real time channels such as voice and chat
  • Manage inbound and outbound email processing
  • Tailor Digital Customer Service (DCS)
  • Configure service request management, entitlements, and productivity tools

Kursinhalt

Service Introduction
  • Service Request Management
  • Knowledge Management
  • Offerings, features, and set up tasks
  • Layouts and integrations
Security and Visibility
  • Roles, Mappings, and Hierarchies
  • Multiple Business Units (BUs)
  • Queries and Filters
Service Request Management
  • Categories
  • Product Catalog
  • Messages and Responses
  • Statuses
  • Queues
Assignments and Routing
  • Rules
  • OmniChannel
  • Availability and Notifications
Email Processing
  • Channels and Mailboxes
  • Templates
  • Outbound and Inbound emails
Real-Time Interactions
  • Chat and Co-browse
  • Live Window
  • Computer Telephony Integration (CTI)
  • Multichannel Adapter (MCA) Framework
Productivity Tools
  • Keyboard Shortcuts
  • SmartText
  • Oracle Social Network
  • Action Plans
Entitlements
  • Calendars and Holidays
  • Coverages
  • Milestones
Knowledge Management
  • Articles and Publishing
  • My Knowledge
Classroom Training

Dauer 3,5 Tage

Preis (exkl. MwSt.)
  • Deutschland: 2.846,- €
Digitale Kursunterlagen

Sprache der Kursunterlagen: englisch

Online Training

Dauer 3,5 Tage

Preis (exkl. MwSt.)
  • Deutschland: 2.650,- €
Digitale Kursunterlagen

Sprache der Kursunterlagen: englisch

 
Kurstermine

Derzeit gibt es keine Trainingstermine für diesen Kurs.  Termin anfragen