The 10-week course is focused on taking you beyond the basics of Oracle Service Cloud. During the training, you will dive into the tool and uncover how it influences your agents’ and customers’ experiences.
Through a mix of classroom-style teaching led by our Oracle Service Cloud experts and hands-on training labs, you will have the opportunity to explore your curiosities and gain in-depth knowledge of Oracle Service Cloud.
Our instructor-led, online classes are 1-hour sessions, two times a week for 10 weeks (20 hours of classroom time and 20 hours of self-study).
Week 1 – Manage Staff and Access/ Mailbox Configuration
Week 2 – Configure Workspaces
Week 3 – Configure Workflow
Week 4 – Business Rules
Week 5 – Skill Builder
Week 6 – Message Templates/ Surveys
Week 7 – Reporting and Analytics
Week 8 – Create Guides and Scripts
Week 9 – Custom Objects and Object Relationships
Week 10 – Knowledge Base Administration
Manage Staff Accounts and Profiles