Oracle Service Management

• Basic understanding of Oracle applications
• Familiarity with customer service processes

Audience

• Customer service managers
• Service desk analysts
• IT service managers

Oracle Service Management is a suite of applications designed to help organizations efficiently manage and optimize their customer service operations. It integrates various tools and functionalities that support service request management, knowledge management, multi-channel service management, and field service management.

This instructor-led, live training (online or onsite) is aimed at beginner-level customer service managers who wish to effectively manage and optimize their customer service operations using Oracle's powerful tools and features.

By the end of this training, participants will be able to:

• Understand the fundamentals of Oracle Service Management.
• Learn how to configure and manage service requests.
• Gain proficiency in using Oracle Service Cloud for customer service operations.
• Explore advanced features for optimizing service delivery.
• Develop skills in reporting and analytics for service management.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

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