(23A) Oracle B2C Service الإدارة

B2C Service Administration Overview

• Objectives
• Oracle B2C Service
• Oracle B2C Service for High-Volume Transactions
• Oracle B2C Service: Self-Service Is the Aim
• Oracle B2C Service: Assisted Service
• Oracle B2C Service: Service Console
• Oracle B2C Service: Service Console Automation Features
• Key Business Objects in B2C Service
• Contact
• Organization
• Incident
• Queue
• Answer
• Community Discussion
• Sample Flow
• Architecture
• Site Versus Interface
• Hosting
• Customer Portal
• Customer Portal: Search
• Service Console: . NET Service Console Client
• Service Console Installation
• Considerations
• Resources
• Support Site (cx.rightnow.com)
• B2C Service Documentation
• Documentation Home Page (docs.oracle.com)
• Webinars
• Oracle B2C Service Learning Subscription
• Topic Highlights
• Practices

.NET Service Console User Interface

• Objectives
• Service Console (Agent Desktop)
• Core Administrator Areas
• Agent Desktop Layout (default look and feel)
• Navigation Pane (Left)
• Content Pane
• Reports
• Workspace
• Workspaces: Multi Edit
• Explorers
• Dashboard
• Navigation Pane (Right)
• Customizable Layout
• Ribbon
• Quick Access Toolbar
• File Menu
• File > Links
• File > Help
• Context Sensitive Help
• File > Community
• File > Options
• File > Record
• Shortcut Keys (or HotKeys)
• Lesson Highlights
• Practice

Browser UI for Administrators

• Objectives
• Agent Browser User Interface
• BUI Default Layout after Login: Action Center
• Browser User Interface: Common Toolbar Options
• Browser User Interface: A Contacts Navigation Example
• Navigation Pane
• Administrator Start Page
• Content Pane
• Reports
• Workspace: Contact Example
• Dashboard
• Preferences: Customizable Themes
• Preferences: Reports, Chat and Email
• Ribbon
• New Business Objects Button
• Lesson Highlights
• Practices

Configuration Settings

• Objectives
• Business Scenario
• Configuration Settings
• Change Configuration Settings
• 1.Verify Permission
• 2.Locate the Configuration Setting
• Navigate to Configuration Settings
• Use Report Filters to Narrow the List
• Browse Folders
• Search for a Value
• Verify the Setting
• 3. Edit and Save the Change
• 4. Validate the Result
• Export/Import Configuration Settings
• Configuration Setting Examples
• Custom Configurations
• Create New Custom Configuration
• Recommendations / Considerations
• Topic Highlights
• Practice

Navigation Sets, Profiles and Staff Accounts

• Objectives
• Business Scenario
• Staff Management in Oracle B2C Service
• Navigation Sets
• As-Delivered Application
• Create a Navigation Set
• Create a New Navigation Set
• Select Navigation Panels
• Select Reports And Components to Display
• Navigation Set Customization in the Browser UI
• Navigation Set Customization in the .NET console
• Select File Shortcut Options
• Profiles
• Create a Profile
• Create a New Profile
• Administration Permissions
• Organizations and Contacts Permissions
• Service Permissions
• Feedback, Tasks, and Custom Objects Permissions
• Analytics and Reports Permissions
• Staff Account
• Departments
• Create a Staff Account
• Create a New Staff Account (Browser UI)
• Set Account Details
• Set Department Details
• Disabling Staff Accounts
• Password Configuration (.NET Console)
• Topic Highlights
• Practices

Customizable Menus

• Objectives
• Customizable Menus
• System Menus
• Common System Menus
• Incident Statuses
• Incident Statuses: Considerations
• Answer Access Levels Menu
• Answer Access Levels: Considerations
• Answer Statuses Menu – Knowledge Foundation
• Answer Statuses Menu
• Answer Statuses Menu: Considerations
• Other Service Customizable Menus
• Other Common Customizable Menus
• Customizable Menus Administrator Permissions
• Custom Menu Objects
• Countries and Provinces
• Country Input Masks
• Topic Highlights
• Practices

Products, Categories and Dispositions

• Objectives
• Business Scenario
• Classifying Answers
• Classifying Incidents
• Products, Categories, and Dispositions
• Products
• Categories
• Dispositions
• Managing Classifications
• Creating and Editing Classifications
• Setting Classification Visibility
• Reordering Classifications
• Using Built-In Reports to View Classification Usage
• Deleting Classifications
• Restricting Classification Availability by Product
• Linking Products to Categories and Dispositions
• Manual Linking
• Auto-Building Links
• Copying Product Links
• Product Linking: Considerations
• Ensuring Consistent Selection of Classifications
• Classification Level
• Set Minimum Level
• Steps to Configure Products, Categories, and Dispositions
• Lesson Highlights
• Practices

Service Level Agreements

• Objectives
• Business Scenario
• Service Level Agreements (SLAs) in Oracle B2C Service
• Before Creating SLAs
• Holidays
• Default Response Requirements
• Define Default Response Requirements
• Due Dates
• Response Metrics
• Answer Access Levels
• Non-Default Service Level Agreement
• Limits
• Term
• Specific Response Requirements
• Access Levels
• SLA Facts
• Apply an SLA
• Credit an Incident Against an SLA Instance
• Considerations
• Reports
• Lesson Highlights
• Practices

Incident Queues

• Objectives
• Business Scenario
• Queues in Oracle B2C Service
• Queue Types
• Standard Queue
• Round Robin (All) Queue
• Round Robin (Logged In) Queue
• Queue Settings for Pull Queue Types
• Queue Settings
• Inbox Limit
• Pull Quantity
• Pull Policy
• Manual (Pull Policy)
• Strict Priority (Pull Policy)
• First Due (Pull Policy)
• Queue Summary
• Implementing Queues
• Define the Queue(s)
• Assign the Queue to a Profile
• Pull From Single Round Robin Logged In Queue Option
• Considerations
• Reports
• Assignments
• Queue Deletes
• Topic Highlights
• Practices

Mail and Mailboxes

• Objectives
• Business Scenario
• Overview of Email Handling
• Service Mailbox Types
• Service Inbound Mail Processing
• Techmail
• Service Outbound Mail Processing
• Outreach Mail Processing
• Configuration Settings
• Setting Up Email Handling in B2C Service
• Configuring a Service Mailbox
• Enabling an Oracle-Managed Service Mailbox Type
• Default Oracle-Managed Email Outgoing Settings
• Customizing Oracle-Managed Email Outgoing Settings
• Default Oracle Managed Email Incoming Settings
• Customizing Oracle-Managed Email Incoming Settings
• Enabling a General Service Mailbox
• Security Configuration
• Enabling Techmail
• Enabling EGW
• Configuring an Outreach Mailbox
• Troubleshooting and Email Considerations
• Email Considerations
• Bounced Email
• Invalidated Contacts
• Recommendations
• More Information
• Topic Highlights
• Practice

Notifications

• Objectives
• Business Scenario
• Internal Notifications
• Types of Notification
• Broadcast Notifications
• Send Broadcast Notifications
• Viewing Notifications
• Configure Your View of Notifications
• Service Notifications
• Service Notification Messages
• External Notifications: Answer Updates
• Sign Up for Answer Update Notifications
• Viewing Answer Update Notifications
• Topic Highlights
• Practice

Surveys

• Objectives
• Business Scenario
• Surveys in Oracle B2C Service
• Questions
• Question Types
• Choice
• Matrix
• Text
• Create a Survey
• Create a new survey
• Determine Survey Type
• Add Questions
• Work with Survey Tasks
• Determine Audience
• Create Invitation
• Test Survey
• Add Reminders
• Launch Survey
• Analyze Results
• Proxy Survey
• Apply Mobile Optimization
• Considerations
• Topic Highlights
• Practices

Community Self Service

• Objectives
• Business Scenario
• Community Self Service
• Community Questions
• Community Ratings
• Locating Community Discussions
• Discussion Navigation
• Access Control
• Permission Sets
• Permission Set Filters
• Roles
• Community Users
• Enable Access Control for Administrators
• Adjust Profile Settings
• Set Access Control Filter to be used
• Adjust Navigation Set
• Create Custom Contact Workspace
• View and Adjust Access Control Elements
• View and Modify Elements
• Deploy
• View Community Users
• Considerations
• Topic Highlights
• Practices

Element Manager

• Objectives
• How to configure Element Manager Access
• How to use Element Manager to Export: Name Package
• How to use Element Manager to Export: Search and Confirm Elements
• How to use Element Manager to Export: Review Package and then Export
• Importing an Exported Package: Choose the Package File to Import
• Importing an Exported Package: Validate Package
• Importing an Exported Package: Manage Configurations
• Business Benefits: Element Manager
• Topic Highlights
• Practice
• 15A Data Lifecycle Management
• Objectives: Data Lifecycle Management (DLM) 15A-2
• Data Lifecycle Management 15A-3
• What are the Benefits of Using DLM? 15A-4
• Which Objects are supported by DLM? 15A-5
• Procedure for applying a Template based Policy 15A-6
• Template Based Policy – Incidents Example 15A-7
• Procedure for applying a Report based Policy 15A-9
• Report Based Policy: Contacts Example 15A-10
• Requirement for Reports used for DLM filtering 15A-11
• Requirements to Use Data Lifecycle Management 15A-12
• Summary: 15A-13
• Demonstrations: Overview 15A-14
• 15B Demo 1: Data Lifecycle Management Template Based Policy
• Agenda – Data Lifecycle Management 15B-2
• Summary: Demo 1 – Data Lifecycle Management 15B-3
• 15C Demo 2: Data Lifecycle Management Report Based Policy
• Agenda – Demo 2: Data Lifecycle Management 15C-2
• Summary: Demo 2 – Data Lifecycle Management 15C-3

Business Rules: Essentials of Legacy and Enhanced Editors

• Objectives
• Business Scenario
• Business Rules in Oracle B2C Service
• Business Rule
• Rule State for Rules
• Rule State for Records
• Rule Processing
• Rule Condition: “If Condition”
• Rule Condition: “Switch Condition” (Enhanced Rule Editor Only)
• Rule Actions
• Rule Action: Common Incident Actions
• Rule Action: Transition Actions
• Transition State and Stop
• Transition State and Continue
• Stop Processing Rules
• Legacy Rules Editor: Service Console
• Creating an Incident Rule in the Legacy Editor
• Create an Edit Set of Active Rules
• Create a Rule State
• Create Rule
• Order Rules
• Compile
• Activate
• Enhanced Rules Editor: Browser UI
• Creating an Incident Rule in the Enhanced Editor
• Create an Edit Set of Active Rules
• Create a Rule State
• Create Rule
• Create Rule: Enhanced Editor
• Order Rules
• Searching Rules
• Deploy and Rollback
• Testing Rules
• Incident Information (Service Console Only)
• Rule Log
• Naming Recommendations
• Implementation Recommendations
• Migrating Legacy Rules to the Enhanced Rules Editor
• Topic Highlights
• Practices

Business Rules: Managing Rules with the Enhanced Editor – Additional Use Cases

• Objectives
• Additional Common Incident Rule Topics
• Text Filtering Rule
• Text Filtering Rule: IF Condition
• Text Filtering Rule Example: Prevent Incident Creation
• Text Filter Rule Recommendations: Preventing Incident Creation
• Escalation
• Escalation Steps
• Escalation Rules
• Timer Rule
• Timer Rule Actions
• Scheduling Options
• Action Rule
• Escalation Rule Recommendations
• Function
• Function Processing
• Escalation Rules in a Function
• Business Rules: Using Variables
• Business Rules: Creating a Variable
• Variables: Setting Values and Using Values
• Additional Rule Editing Options
• Edit, Copy, and Disable Rules
• Rollback
• Exporting Rules
• Rule Maintenance Considerations
• Topic Highlights
• Practices

Advanced (Skills Based) Routing

• Objectives
• Business Scenario
• When to use Skills-Based Routing
• Skills-Based Routing
• Advanced Routing in Oracle B2C Service
• Setting up Advanced Routing
• Adding and Editing Products and Categories
• Creating an Advanced Routing Queue
• Use a Business Rule to route requests to an Advanced Queue
• Assigning permissions to a profile related to Advanced Routing
• Add Core Skill Options and Supported Languages
• Add Product Skills
• Assign Profile Default Skills/Scores
• Assign Skill Scores to Staff Accounts
• Advanced Routing Flexibility
• Queue Prioritization
• Queue Overflow
• Skill Relaxation
• Test Routing by Using Analytic Reports
• Topic Highlights
• Practice

Chat

• Objectives
• Business Scenario
• Chat in Oracle B2C Service
• Chat Location
• Chats, Incidents, and Rules
• Connecting a Customer Chat Request to an Agent
• Chat Profile Permissions
• Chat Workspaces: .NET Service Console
• Chat Workspace Options: .NET Service Console
• Chat Incident Creation
• Chat Preferences: Browser UI
• Customer Chat Request Availability
• Agent Availability for Chat – Chat Agent Statuses
• Service Console: Agent Availability for Chat
• Agent Browser UI: Agent Availability for Chat
• Setting Chat Service Operating Hours
• Chat Queues
• Distributing Chats to Specialized Queues
• 1. Create Specialized Chat Queues
• 2. Create Business Rules to Assign Chats
• 3. Create Profiles with Specialized Queues
• 4. Assign a Profile with Specialized Chat Queues
• Analytics and Monitoring
• Agent Productivity Tools
• Advanced Routing (Skills Based Routing)
• Topic Highlights
• Practices

Workspaces

• Objectives
• Business Scenario
• Workspaces in Oracle B2C Service
• Workspace
• Workspace Layout in the Browser User Interface
• Workspace Layout in the .NET Service Console
• Workspaces Explorer: .NET Service Console Only
• Workspace Object Type
• Standard Workspaces
• Workspace Designer
• Workspace Components
• Workspace Object
• Multi-Edit Workspaces
• Profile Workspace Assignment
• Workspace Fields and Tabs
• Standard Object Fields
• Workspace Controls
• Field Permissions
• Field Default Values
• Profile Functional Permissions
• Workspace Rules
• Workspace Considerations
• Workspace Analytics
• Workspace Embedded Reports
• Exporting and Importing Workspaces
• Topic Highlights
• Practices

Workspace Rules

• Objectives
• Business Scenario
• Workspace Rules in Oracle B2C Service
• Managing Workspace Rules
• Rule Execution
• Rule Wizard
• Workspace Rule Components
• Triggers
• Conditions
• Actions
• Properties
• Considerations
• Rule Conflicts
• Workspace Rules and Business Rules Best Practices
• Topic Highlights
• Practice

Workflows and Workflow Components

• Objectives
• Business Scenario
• Workflow in Oracle B2C Service
• How are workflows triggered?
• Workflow Example
• Workflow Components
• Working Record
• User Interface Elements
• Automation Elements
• Search Elements
• Decision Elements – Yes/No branching
• Decision Elements – Multi-value branching
• Decision Elements – branching to different UIs
• Connector
• Connector Events and Conditions
• Comment
• Topic Highlights
• Practice

Creating Workflows

• Objectives
• Create Workflows
• Create a New Workflow
• Add Elements and Connectors
• Set Element Properties
• Add Branching
• Test Workflow
• Assign Workflow to Profile
• Creating a Workflow from a Template
• New vs. Edit
• Add Task
• Copy Incident
• Create Contact
• Export Workflow
• Import Workflow
• Considerations
• Topic Highlights
• Practices

Message Bases

• Objectives
• Business Scenario
• Message Base
• Advantages of Message Bases
• Message Base Names
• Change a Message Base
• Verify Permission to Edit Message Bases
• Identify Message Base to Change
• Locate Message Base in Editor
• Edit Value
• Save Value
• Validate New Value
• Language Packs
• Export/Import
• New Message Bases
• Recommendations
• Topic Highlights
• Practice

Message Templates

• Objectives
• Business Scenario
• Messages in Oracle B2C Service
• Message Examples
• Message Templates in Oracle B2C Service
• Message Templates
• Message Templates Types
• Message Template Content
• Merge Fields
• Incident Thread Control
• Conditional Sections
• Global Template
• Disabling Messages
• Editing Message Templates
• Select the Template
• If Necessary, Edit Subject
• If Necessary, Turn Off the Global Template
• Select the Version
• Edit Content
• Validating Message Templates
• Spelling
• Preview
• Proof
• Compare
• Activating Message Templates
• Step 1: Accept Changes
• Step 2: Save Changes
• Step 3: Deploy Changes
• Step 4: Save Deployment Changes
• Restore
• Editing the Global Template
• Incident Response Tracking
• Incident Response Tracking Reports
• Incident Message Transactions
• Considerations
• Topic Highlights
• Practices

Guided Assistance

• Objectives
• Business Scenario
• Guided Assistance in Oracle B2C Service
• Guide Availability
• Guided Assistance Components
• Questions
• Responses and Branching
• Creating a Guide
• Create a Guide
• Add a Question
• Edit Question and Responses
• Add Additional Questions
• Add Response Actions
• Validate
• Preview
• Save
• Add Guide to Workspace
• Export Guide
• Import Guide
• Considerations
• Guided Assistance: Going further
• Topic Highlights
• Practices

Agent Scripts

• Objectives
• Business Scenario
• Agent Scripts
• Scripts Explorer
• Creating an Agent Script
• Script Types
• Pages
• Headers and Footers
• Navigation Panel Control
• Fields
• Controls
• Questions
• Branches
• Advanced Branching
• Rules
• Rule Events
• Managing Agent Scripts
• Providing Agents Access to Scripts
• Exporting and Importing Scripts
• Agent Script Considerations
• Topic Highlights
• Practices

Standard Text and Variables

• Objectives
• Business Scenario
• Standard Text in Oracle B2C Service
• Use Standard Text in an Incident Response – BUI
• Use Standard Text in an Incident Response – Console
• Create or Modify Standard Text
• Hotkey
• Variables
• Using Variables
• Variable Types
• Custom Variables
• Use Variables in Standard Text
• Create a New Custom Variable (.NET Console only)
• Edit a Variable
• System-Defined Variables
• Add System-Defined Variables to Standard Text
• Recommendations
• Topic Highlights
• Practice

Standard Reports

• Objectives
• Business Scenario
• Reports in Oracle B2C Service
• Running / Viewing Reports
• Reports Explorer .NET Service Console
• Reports Explorer Browser UI
• Report Identifier
• Finding a Report: .NET Service Console
• Finding a Report: Browser UI
• Report Types
• Search Reports – .NET Service Console
• Search Reports – Browser UI
• Grid Reports
• Chart Reports
• Chart and Tabular
• Dashboard
• Share Report Data Options
• Publish (only available in .NET Console)
• Schedule (only available in .NET Console)
• Forward
• Export
• Data in Reports
• Report Results
• Report Definition (.NET Console only)
• Viewing the Report Definition
• Report Management (.NET Console only)
• Topic Highlights
• Practices

Custom Reports Introduction

• Objectives
• Business Scenario
• Data
• Data Dictionary
• Custom Reports
• Copy and Edit a Standard Report
• Create New
• Report Designer
• Edit Columns
• Preview
• Make the Custom Report Available
• Data Relationships
• Report Analyzer
• Additional Report Features
• Filters
• Rollup Levels
• Slicing
• Cross Tabs
• Drilldown Levels
• Report Links
• Inline Edit
• Record Commands
• Computations
• Additional Report Styling
• Data Exceptions
• Report Styles
• Report Definition: Export and Import
• Recommendations
• Topic Highlights
• Practice