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R12.2 Oracle Service Fundamentals (D96344GC10)

Tablet Lenovo (7"/8GB/WiFi/Android) gratis*!

Do szkoleń autoryzowanych Oracle 3, 4 lub 5 dniowych w formacie ILT, zamówionych w Database Consulting.
*Promocja ważna do wyczerpania zapasów lub do odwołania i nie łączy się z innymi promocjami ani zniżkami

Autoryzacja

Szkolenie autoryzowane Oracle

Format prowadzenia szkolenia

ILT - szkolenie klasyczne, w sali szkoleniowej, z trenerem

Kod szkolenia

D96344GC10

Dla kogo

  • Business Analysts
  • Functional Implementer

Czas trwania

4 dni

Cena bazowa

PLN 7112

Cel

  • Work with service request charges
  • Understand creation of a service request via the Contact Center and Service
  • Request form and the different items of a service request
  • Identify the basic requirements for creating a service request
  • Understand the different types of security and the responsibilities required
  • Navigate within Oracle TeleService interfaces
  • Define the key concepts of work assignment and how work is automatically assigned
  • Set up and send automatic notifications
  • Configure the User Interface

Opis

This R12.2 Oracle Service Fundamentals training is designed to help functional administrators who have limited programming knowledge how to modify key Oracle TeleService and service request functionality to fit your organization’s business needs. You will learn how to set up service requests to handle a wide variety of customer problems, while learning how to automatically assign those service requests to the right group for resolution.Learn To:Create service request types for a wide variety of needs.Configure reports and automatic notifications.Prevent agents from logging duplicate requests.Understand the different HTML and Oracle Forms interfaces.Set up service request security.Generate tasks automatically at service request creation.Set the capture additional service request information.Benefits to YouWhen you walk away from this course, you will feel comfortable setting up service requests to handle different customer problems. You'll know how to automatically assign those service requests to the right group for resolution, and more.Please NoteThis course is applicable for customers who have implemented Oracle E-Business Suite Release 12, Release 12.1 and Release 12.2.

Tematy

  1. Introduction to Service and Oracle TeleService
    • E-Business Suite Application Foundation
    • Customer Management Features
    • Service Request Management
  2. Service Request Overview and Basic Setups
    • What is a Service Request?
    • Setting Up Service Request Types and Statuses Overview
  3. Additional Basic Setups
    • Categorizing Customer Problems and Resolutions
    • Response and Resolution Times
  4. Setting Up Service Request Security
    • Service Request Security Types
    • Standard Service Security
    • Custom Security
  5. Setting Up Work Assignment and Distribution
    • Work Assignment and Distribution Overview
    • Work Types
    • Types of Automatic Work Assignment
    • How Automatic Task Assignment Gets Triggered
  6. Modifying Service Request Reports
    • Seeded Report Data Definitions and Templates
    • Modifying a Report Template Overview
  7. Automatic Notifications
    • Events That Trigger Notifications
  8. Capturing Additional Service Request Information
    • Different Capture Methods
    • Contact Center Extended Attributes
    • Types of Extensible Attributes
  9. Items in Service Requests
    • Items You Can Log Service Requests Against
    • What Is Oracle Installed Base?
    • Setting Up Inventory Items for Oracle Installed Base Tracking
  10. Automatic Generation of Service Request Tasks
    • When to Generate Tasks Automatically
    • Setting Up Task Generation on Contact Center Attributes Overview
    • Overview of Task Generation Setup Based On Request Type, Problem Code, and Items
  11. Checking for Duplicate Service Requests
    • When to Use Duplicate Checking
    • Setting Up Duplicate Checking
  12. Setting Up Electronic Approvals and Records
    • Electronic Approvals and Records
    • Electronic Approvals and Records Required Setup: Overview
  13. Getting Started with User Interface Modification
    • Basic UI Modifications
    • Basic Oracle Forms UI Modifications
  14. Setting Up Oracle Knowledge Management
    • Oracle Knowledge Management Overview
    • Searching the Knowledge Base
  15. Setting Up Charges
    • Verifying Inventory Attributes for Charges
    • Creating Service Activities and Billing Types
  16. Setting Up Customer Care
    • Contact Center Dashboard
    • Creating Profile Variables

Wymagania

    D96344GC10 Poland R12.2 Oracle Service Fundamentals 4 Days PLN 7112
  1. This R12.2 Oracle Service Fundamentals training is designed to help functional administrators who have limited programming knowledge how to modify key Oracle TeleService and service request functionality to fit your organization’s business needs. You will learn how to set up service requests to handle a wide variety of customer problems, while learning how to automatically assign those service requests to the right group for resolution.Learn To:Create service request types for a wide variety of needs.Configure reports and automatic notifications.Prevent agents from logging duplicate requests.Understand the different HTML and Oracle Forms interfaces.Set up service request security.Generate tasks automatically at service request creation.Set the capture additional service request information.Benefits to YouWhen you walk away from this course, you will feel comfortable setting up service requests to handle different customer problems. You'll know how to automatically assign those service requests to the right group for resolution, and more.Please NoteThis course is applicable for customers who have implemented Oracle E-Business Suite Release 12, Release 12.1 and Release 12.2.
  2. Business Analysts Functional Implementer Work with service request charges Understand creation of a service request via the Contact Center and Service Request form and the different items of a service request Identify the basic requirements for creating a service request Understand the different types of security and the responsibilities required Navigate within Oracle TeleService interfaces Define the key concepts of work assignment and how work is automatically assigned Set up and send automatic notifications Configure the User Interface Introduction to Service and Oracle TeleService E-Business Suite Application Foundation Customer Management Features Service Request Management Service Request Overview and Basic Setups What is a Service Request? Setting Up Service Request Types and Statuses Overview Additional Basic Setups Categorizing Customer Problems and Resolutions Response and Resolution Times Setting Up Service Request Security Service Request Security Types Standard Service Security Custom Security Setting Up Work Assignment and Distribution Work Assignment and Distribution Overview Work Types Types of Automatic Work Assignment How Automatic Task Assignment Gets Triggered Modifying Service Request Reports Seeded Report Data Definitions and Templates Modifying a Report Template Overview Automatic Notifications Events That Trigger Notifications Capturing Additional Service Request Information Different Capture Methods Contact Center Extended Attributes Types of Extensible Attributes Items in Service Requests Items You Can Log Service Requests Against What Is Oracle Installed Base? Setting Up Inventory Items for Oracle Installed Base Tracking Automatic Generation of Service Request Tasks When to Generate Tasks Automatically Setting Up Task Generation on Contact Center Attributes Overview Overview of Task Generation Setup Based On Request Type, Problem Code, and Items Checking for Duplicate Service Requests When to Use Duplicate Checking Setting Up Duplicate Checking Setting Up Electronic Approvals and Records Electronic Approvals and Records Electronic Approvals and Records Required Setup: Overview Getting Started with User Interface Modification Basic UI Modifications Basic Oracle Forms UI Modifications Setting Up Oracle Knowledge Management Oracle Knowledge Management Overview Searching the Knowledge Base Setting Up Charges Verifying Inventory Attributes for Charges Creating Service Activities and Billing Types Setting Up Customer Care Contact Center Dashboard Creating Profile Variables R12.2 Oracle Service Fundamentals D96346GC10 Live Virtual Course

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