Oracle: Customer Service Suite

- [Instructor] Oracle Service Cloud is much more than a customer relationship management, or CRM, platform. It combines knowledge management and social media collaboration in addition to providing a solid platform for customer service, outreach, and analytics. My name is Susan Paturzo and I've been an Oracle applications developer for 20 years. In this course, we'll learn the core features for administering Service Cloud. You'll learn how to quickly add new staff members and add them to queues, as well as how to customize and prioritize queues.

We'll create several different rules based on interaction with customers for routing and escalation, create and modify workspaces and apply your company's branding, and build workflows to automate tasks. We'll also create knowledge-based articles resulting from customer inquiries. Finally, the course will cover how to work with the built-in Service Cloud analytics and create customer forts and dashboards to meet your organization's business requirements. Let's dive in with administering Oracle Service Cloud.