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 Duration 14 hours

Course Outline

Introduction to Oracle Service Management

  • Defining Service Management
  • The business value of effective Service Management
  • Principal features and strategic benefits
  • Overview of Oracle service management modules

Navigating Oracle Service Cloud

  • Overview of the user interface
  • Essential components and navigation strategies

Configuring Users and Roles

  • Establishing and administering user accounts
  • Defining user roles and access permissions

Fundamentals of Service Requests

  • Categorizations of Service Requests
  • The lifecycle stages of a service request

Defining Service Request Types

  • Establishing service request categories
  • Setting up service request intake forms

Administering Service Requests

  • Generating and allocating service requests
  • Monitoring and updating request status

Service Level Agreements (SLAs)

  • Concepts behind SLAs
  • Configuring and enforcing SLA policies

Automation and Workflow Design

  • Automating service request processes
  • Designing workflows for request handling

Knowledge Management

  • Creating and maintaining knowledge articles
  • Linking the knowledge base with service requests

Multi-Channel Service Management

  • Oversight of service requests across various channels
  • Integration with email, live chat, and social media platforms

Customer Self-Service

  • Deployment of customer portals
  • Activating self-service features for clients

Field Service Management

  • Overview of Field Service capabilities
  • Scheduling and dispatching field technicians

Mobile Service Management

  • Leveraging mobile devices for service oversight
  • Configuration and application of mobile apps

Foundations of Reporting

  • The role of reporting in service management
  • Available report types within Oracle Service Management

Report Creation and Customization

  • Utilizing standard report templates
  • Tailoring reports to address specific business requirements

Dashboards and Visual Analytics

  • Building service management dashboards
  • Leveraging visualizations for in-depth data analysis

Performance Metrics and KPIs

  • Key performance indicators for service operations
  • Monitoring and interpreting performance metrics

Data Security and Compliance

  • Safeguarding data within service management systems
  • Adhering to industry standards and regulatory requirements

Integration with Other Oracle Applications

  • Connecting with Oracle ERP and CRM systems
  • Ensuring seamless data exchange between applications

Customization and Extensions

  • Customizing Oracle Service Management configurations
  • Expanding functionality via add-ons and plugins

Best Practices in Service Management

  • Adopting best practices for service excellence
  • Reviewing case studies and practical examples

Troubleshooting and Support

  • Addressing common issues and resolutions
  • Utilizing Oracle support resources

Requirements

  • Fundamental knowledge of Oracle application ecosystems
  • Working familiarity with customer service workflows

Target Audience

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

Number of participants


Price per participant

Open Training Courses require 5+ participants.

Testimonials (2)

good explanation on each points and provide assignment for practices.

Piseth Ben - ACLEDA Bank Plc.
Course - Oracle Database 19c: SQL Tuning Workshop

Greg was very patient and helpful

Chris Havel - Encyclopaedia Britannica
Course - ORACLE SQL Fundamentals

Upcoming Courses

Oracle Service Management

2026-12-14 09:30
14 hours
Poitiers
2550 EUR (Online)
2950 EUR (Classroom)

Oracle Service Management

2026-12-28 09:30
14 hours
Strasbourg, Kibitzenau Station
2550 EUR (Online)
2950 EUR (Classroom)

Oracle Service Management

2027-01-11 09:30
14 hours
Orléans, Central Station
2550 EUR (Online)
2950 EUR (Classroom)

Oracle Service Management

2027-01-25 09:30
14 hours
Amiens, City Center
2550 EUR (Online)
2950 EUR (Classroom)

Oracle Service Management

2027-02-08 09:30
14 hours
Rennes, City Center
2550 EUR (Online)
2950 EUR (Classroom)

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