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Course Outline
Introduction to Oracle Service Management
- What is Service Management?
- Importance of Service Management in Business
- Key features and benefits
- Oracle service management modules
Navigating Oracle Service Cloud
- User interface overview
- Key components and navigation tips
Setting Up Users and Roles
- Creating and managing user accounts
- Configuring user roles and permissions
Introduction to Service Requests
- Types of Service Requests
- Lifecycle of a service request
Configuring Service Request Types
- Defining service request categories
- Setting up service request forms
Managing Service Requests
- Creating and assigning service requests
- Tracking and updating service requests
Service Level Agreements (SLAs)
- Understanding SLAs
- Configuring and managing SLAs
Automation and Workflow
- Automating service request processes
- Creating workflows for service requests
Knowledge Management
- Creating and managing knowledge articles
- Integrating knowledge base with service requests
Multi-Channel Service Management
- Managing service requests across multiple channels
- Email, chat, and social media integration
Customer Self-Service
- Setting up customer portals
- Enabling self-service capabilities
Field Service Management
- Overview of Field Service Capabilities
- Scheduling and dispatching field service technicians
Mobile Service Management
- Using mobile devices for service management
- Mobile app configuration and usage
Introduction to Reporting
- Importance of reporting in service management
- Types of reports available in oracle service management
Creating and Customizing Reports
- Using report templates
- Customizing reports to meet business needs
Dashboards and Visualizations
- Creating service management dashboards
- Utilizing visualizations for data analysis
Performance Metrics and KPIs
- Key performance indicators for service management
- Monitoring and analyzing performance metrics
Data Security and Compliance
- Ensuring data security in service management
- Compliance with industry standards and regulations
Integrating with Other Oracle Applications
- Integration with Oracle ERP and CRM
- Seamless data flow between applications
Customization and Extensions
- Customizing Oracle service management
- Extending functionality with add-ons and plugins
Best Practices in Service Management
- Implementing best practices for service excellence
- Case studies and real-world examples
Troubleshooting and Support
- Common issues and solutions
- Accessing Oracle support resources
Summary and Next Steps
Requirements
- Basic understanding of Oracle applications
- Familiarity with customer service processes
Audience
- Customer service managers
- Service desk analysts
- IT service managers
14 Hours
