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Oracle Engagement Cloud: Service Implementation (D99363)



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.


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


  • 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


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
  • Calendars and Holidays
  • Coverages
  • Milestones
Knowledge Management
  • Articles and Publishing
  • My Knowledge
Classroom Training

Dauer 3,5 Tage

Preis (exkl. MwSt.)
  • Deutschland: 2.846,- €
Online Training

Dauer 3,5 Tage

Preis (exkl. MwSt.)
  • Deutschland: 2.650,- €
Zum Buchen bitte auf den Ortsnamen klicken Kurstermine
Dies ist ein Instructor-led Online Training, das über WebEx in einer VoIP Umgebung durchgeführt wird. Sollten Sie Fragen zu einem unserer Online-Kurse haben, können Sie uns jederzeit unter +49 (0)40 25334610 oder per E-Mail an info@flane.de kontaktieren.
05.11. - 08.11.2019 Online Training Zeitzone: Europe/London Kurssprache: englisch

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