Author
Released
4/9/2018- Creating and modifying workspaces
- Setting up profiles and permissions
- Creating accounts
- Building a knowledge base
- Creating workflows with routing, queue, and escalation rules
- Defining tasks
- Reporting
Skill Level Intermediate
Duration
Views
- [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.
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Introduction
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Welcome1m 2s
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1. Getting Started
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Creating workspaces2m 24s
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2. Designing the Customer-Facing Portal
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Modify contact workspace2m 30s
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Navigation sets2m 53s
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Categories4m 44s
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Product and language skills1m 33s
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3. Designing the Agent-Facing Portal
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Create accounts3m 25s
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Navigation set shortcuts1m 41s
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Adding to the knowledge base3m 11s
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Message templates2m 46s
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4. Building Workflows
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Routing rule: Promotions2m 23s
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Creating queue rules2m 47s
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Escalation using rules2m 30s
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Escalation using a workspace3m 11s
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5. Defining Tasks
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Building task workflow3m 27s
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6. Reporting
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Stock and seeded reports2m 52s
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Image Explorer2m 21s
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Reporting custom search2m 30s
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Conclusion
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Next steps59s
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Video: Welcome