(22B) أوراكل B2B للخدمات: تنفيذ الخدمة

Course Introduction

• Learning Objectives
• Instructor and Class Participants
• Course Audience
• Course Prerequisites
• Course Goal
• Course Objectives
• Course Methodology
• Course Materials
• Course Agenda

Overview

• Learning Objectives
• Course Focus
• Application Purpose
• Customer Service Scenario
• SR Processing Flow
• Implementation Overview
• Resources
• Lesson Highlights
• Practice

Getting Started

• Learning Objectives
• Service
• Common and Incremental Initial Setup
• Service Setup
• Enable Service
• Configure Service
• Configure Service Usage
• Enable Service Features
• Configure Service Features
• Configure SR Processing
• Configure Communication Channels
• Set Up Agent Productivity Tools
• Create and Publish Self-Service Applications
• Other Configurations
• Recommended Practices
• Lesson Highlights
• Practice

Security

• Learning Objectives
• Service Security Model
• SR Access
• Grant Agents Access to SRs
• SR Security
• Access Groups
• Access Group-Based Security Policies
• Common Considerations with Job Roles
• Lesson Highlights
• Practice

Service Requests

• Learning Objectives
• Service Requests (SRs)
• Status and Status Types
• Actions
• Service Request Details
• Service Request List
• Workspace View
• Business Objects Related to SR Processing
• الرسالة
• Channel
• Social Media Channels
• Queue
• Lesson Highlights

Service Request Options

• Learning Objectives
• Organizing SRs
• الفئة
• Catalog
• Tag
• Service Processes
• Analytics
• Lesson Highlights
• Practices

Service Entitlements

• Learning Objectives
• Service Entitlement
• Objects Related to Service Entitlements
• Configure Service Entitlements
• Milestones
• Milestone Types
• Milestone Configuration
• Coverage
• Standard Coverages
• Schedules and Exceptions
• Standard Coverage Rules
• Manage Standard Coverages
• Edit Standard Coverage
• Apply Default Coverage to All Customers
• Apply Coverage to a Specific Customer
• Milestones for Installed Base Assets
• Milestones for Installed Base Assets Example
• Lesson Highlights
• Practices

Monitoring Service Entitlements

• Learning Objectives
• Monitor Service Entitlements
• Run a Scheduled Process
• Take Actions Based on Milestone Status
• View Milestone Diagnostics
• Report on Entitlement Performance
• Lesson Highlights

Queues

• Learning Objectives
• Work Assignment Process Overview
• Queues
• Queue Resources
• Queue Usage
• Configure a New Queue
• Default Queue
• Rule-Based Queue Assignment
• Rules and Rule Sets
• Rule Categories
• Queuing Real-Time Work
• Rules Often Use Categories
• Category and Product Group Hierarchy Rules
• Rule-Based Queue Assignment Using Scoring
• Specifying Scores
• Important Configuration Options
• Queues Dashboard
• Recommended Practices
• Lesson Highlights
• Practices

Routing

• Learning Objectives
• Work Assignment Process Overview
• Routing
• Omnichannel
• Presence, Availability, and Capacity
• Non-Real-Time Work
• Real-Time Work
• Global Capacity Limits
• Individual Capacity Limits
• Agent Presence and Capacity Options
• Work Starvation Prevention
• Queue Overflow
• Configure Omnichannel and Queue Overflow
• Third-Party Routing
• Third-Party Routing APIs
• Universal Work Object (UWO)
• Recommended Practices
• Lesson Highlights
• Practice

Notifications

• Learning Objectives
• Notifications
• General Notifications
• Omnichannel Notifications
• Omnichannel Notification Examples
• Real-Time Notifications
• Notification Preferences Manager
• Configure Omnichannel Notifications
• Lesson Highlights

البريد الإلكتروني

• Learning Objectives
• Email Processing Overview
• Inbound Email Processing
• Email to SR Fields Mapping
• Auto-populated SR Fields
• Implement Inbound Email Processing
• 1. Enable Default Processing
• 2. Redirect Inbound Email
• 3. Create an Email Channel
• 4. Create Email Filters
• 5. Configure Profile Options
• 6. Register Inbound Email Channels
• 7. Set up a Scheduled Process
• 8. Periodically Purge Inbound Email Messages
• Troubleshooting
• Outbound Email
• Setup and Configuration for Outbound Email
• Outbound Email Profile Options
• Email Loops
• Lesson Highlights
• Practices

Email Templates

• Learning Objectives
• Review: Outbound Email
• Review: Message Types
• Email Template
• Email Template Types
• Creating and Editing Email Templates
• Fields and Data in the Email Template
• Assigning Templates to Message Types
• Using Templates
• Preview the Response
• Troubleshooting
• Recommended Practices
• Lesson Highlights
• Practices

Computer Telephony Integration (CTI)

• Learning Objectives
• Computer Telephony Integration (CTI)
• Multichannel Adapter (MCA)
• Live Window
• Notifications
• Cross-Channel Interactions
• Call Flow
• Example of Call Flow
• Call Flow Features
• Reverse Lookup
• Caller Verification
• Screen Pop
• Wrap Up
• Interaction Logging
• Configuring CTI and Call Flow
• Configure Live Window and Notifications
• Configure Cross-Channel Interactions
• Configure Call Flow
• Configure Screen Pop
• Screen Pop Rules
• Screen Pop Pages
• Screen Pop Tokens
• Lesson Highlights
• Practice

Chat

• Learning Objectives
• Chat
• Chat For a DCS Application User
• Chat For a Website User
• Chat For the Agent
• Typical Chat Flow
• Chat Transcript
• Chat Implementation
• Implement DCS Application Chat Component
• Implement Chat Inlay
• Implement Chat For the Agent
• Configure Chat Processing
• Configure Live Window
• Configure Chat Transcript
• Lesson Highlights

Cobrowse

• Learning Objectives
• Overview
• Typical Cobrowse Flow
• Deployment Considerations
• Manage Cobrowse
• Configure Cobrowse
• Implement Cobrowse
• Lesson Highlights

Action Plans

• Learning Objectives
• Action Plans
• Agent Experience
• Action Precedence
• Admin Tasks
• Action Categories (Optional)
• Action Plan Template Categories (Optional)
• Create Actions
• Attribute Mappings
• Status Mapping
• Dependencies
• Create an Action Plan Template
• Action Plan Default Calendar View
• Selecting the Schedule Source
• Action Plan Analytics
• Lesson Highlights
• Practice

Productivity Tools

• Learning Objectives
• Agent Productivity
• Keyboard Shortcuts
• Keyboard Shortcut Configuration
• SmartText
• Enable SmartText
• Access SmartText
• Insert SmartText
• SmartText Privileges
• Author SmartText
• Create and Edit SmartText
• Use Placeholders in SmartText
• Save Personal SmartText
• Set Global Scope for SmartText
• Recommended Practices
• Lesson Highlights
• Practices

Creating Knowledge Content

• Learning Objectives
• Knowledge Management
• Knowledge Consumer Access
• Knowledge Article Authoring
• Author Access
• Authoring Process
• 1. Select a Content Type (Template)
• 2. Select a Publishing Locale
• 3. Populate Fields
• 4. Add Metadata
• 5. Publish the Article
• Content Collections
• Content Collection Creation Process
• 1. Define the Collection
• 2. Describe the Collection
• 3. Set Collection Access
• 4. Enable the Collection
• Knowledge Analytics
• Lesson Highlights
• Practices

Implementing Knowledge Management

• Learning Objectives
• Implementation Overview
• Implementing Knowledge
• 1. Enable the Knowledge Management Feature
• 2. Enable the SR Knowledge Panel
• 3. Configure Profile Options
• 4. Manage Locales
• 5. Manage Content Types
• 6. Configure User Groups
• 7. Configure Knowledge Search
• 8. Enable Article Statuses
• 9. Manage Roles and Privileges
• 10. Run Knowledge Search Processes
• 11. (Optional) Configure the My Knowledge Page
• 12. (Optional) Configure Knowledge External Links
• Recommendations
• Lesson Highlights
• Practice

Tailoring the User Experience

• Learning Objectives
• Dynamic Layouts
• Service Request Layouts
• Service Request Standard Layouts
• Service Request Dynamic Layouts
• Special Layout Regions
• Spotlight Region
• Right Panel
• Solution Region
• Configure a Dynamic Layout for a Page
• 1. Modify or Duplicate an Existing Layout
• 2. Configure the Conditions
• 3. Test the Results
• Lesson Highlights

Multiple Business Units

• Learning Objectives
• Review: Multiple Business Units
• Multiple Business Units in the Application
• Service Request Flow Example
• Configure Multiple Business Units
• 1. Enable Multiple Business Units
• 2. Create Business Units (BUs)
• 3. Associate BUs with Resource Organizations
• 4. Specify BU-Specific Service Request Categories
• 5. Specify BU-Specific Product Groups
• 6. Specify BU-Specific Communication Channels
• 7. Manage BU-Specific Outbound Email Profile Values
• 8. Specify BU-Specific Templates
• 9. Specify BU-Specific Milestones
• Results
• Lesson Highlights
• Practices

Digital Customer Service (DCS) Overview

• Learning Objectives
• Digital Customer Service (DCS)
• DCS Application Usage
• Visual Builder
• Prerequisite Tasks
• Set Up Oracle Identity
• Set Up Visual Builder
• Set Up the Application
• Lesson Highlights

Digital Customer Service (DCS) Application Development

• Learning Objectives
• DCS Application Development
• Typical Visual Application Development Workflow
• 1. Create a Visual Application
• 2. Set Up Service Connections
• 3. Build the Application
• Pages
• Flows
• Action Chains and Events
• UI Components
• 4. Brand the Application
• 5. Secure the Application
• 6. Stage and Test the Application
• 7. Publish the Application
• Localization
• Recommended Practices
• Lesson Highlights
• A Integrations
• Learning Objectives A-2
• Review: Integration Options A-3
• Predefined Integrations A-4
• Oracle SCM Integration A-5
• Example Scenario A-6
• Installed Base Assets A-7
• Reference A-9
• Oracle Field Service Integration A-10
• Example Scenario A-11
• Standalone Work Orders A-13
• Reference A-15
• Oracle IoT Integration A-16
• Example Scenario A-17
• Reference A-19
• Oracle Intelligent Advisor Integration A-20
• Example Scenario A-22
• Reference A-23
• Service Logistics A-24
• Additional Integrations A-25
• Lesson Highlights A-26
• B Survey Integration Framework
• Learning Objectives B-2
• Surveys B-3
• Survey Integration Framework B-4
• Application B-5
• Oracle Integration B-6
• Decision Model Examples B-8
• Third-Party Survey Engine B-9
• Survey Questions B-10
• Survey Analytics B-11
• Survey Implementation B-12
• Application Implementation B-13
• Enable Survey Feature B-14
• Manage Survey Objects B-15
• Manage Survey Products B-16
• Manage Survey Configuration B-17
• Manage Survey Templates B-18
• Lesson Highlights B-19
• C Business Unit SR Security
• Learning Objectives C-2
• Predefined Service Request Security C-3
• Review: Data Security Policies C-4
• Restrict Visibility to Service Requests C-6
• Determine the Underlying Duty Role that Contains the Privilege C-7
• Create a Copy of the Duty Role C-8
• Add a More-Restrictive Data Security Policy to the Copy C-9
• Create a Copy of the Job Role C-10
• Reassign Users the New Job Role C-11
• Review: Functional Privileges C-12
• Restrict Modification of Service Requests C-14
• Determine the Underlying Duty Role that Contains the Privilege C-15
• Create a Copy of the Duty Role C-16
• Create a Copy of the Job Role C-17
• Reassign Users the New Job Role C-18
• Lesson Highlights C-19
• Practices C-20
• D Workflows
• Learning Objectives D-2
• Object Workflows D-3
• Scenario 1: Escalating a Service Request D-5
• Scenario 2: Requiring Approval to Resolve an SR D-7
• Scenario 3: When an SR is Updated by Email, Send an Agent Notification D-10
• Lesson Highlights D-13