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Duur 14 uren
Cursusaanbod
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
Vereisten
- Basic understanding of Oracle applications
- Familiarity with customer service processes
Audience
- Customer service managers
- Service desk analysts
- IT service managers
Aangepaste bedrijfsopleiding
Opleidingsoplossingen ontworpen exclusief voor bedrijven.
- Aangepaste inhoud: We passen de syllabus en praktijkopdrachten aan naar de echte doelen en behoeften van uw project.
- Voor flexibel schema: Datums en tijden aangepast aan het rooster van uw team.
- Formaat: Online (live), In-company (bij uw kantoren) of Hybride.
Prijs per privégroep, online live training, startend vanaf 3200 € + BTW*
Neem contact met ons op voor een exacte offerte en om onze laatste promoties te horen
Reviews (2)
een goede uitleg bij elk punt en een opdracht voor de praktijk.
Piseth Ben - ACLEDA Bank Plc.
Cursus - Oracle Database 19c: SQL Tuning Workshop
Automatisch vertaald
Greg was erg geduldig en behulpzaam
Chris Havel - Encyclopaedia Britannica
Cursus - ORACLE SQL Fundamentals
Automatisch vertaald
