Oracle Service Cloud (OSvC) is Oracles flagship cloud-based customer service product.
Oracle Service Cloud (formerly RightNow) helps businesses to understand their customers, and the complete customer service solution provides the tools and technologies that help companies adapt to customers changing needs.
In this practical, accessible, full color book, join leading trainer Richard Napier as he takes you on a journey into the universe of Oracle Service Cloud. A universe that includes Incidents, Answers, Administration and Business Automation of the Agent Desktop and your Customer Portal. This book is a superb standalone resource or perfect complement to your Oracle University Service Cloud (RightNow) Training and covers the real-world use of Workspaces, Workflows, Guided Assistance, Chat, and More.
Get to grips with OsvC quickly and easily...
> Set up Users, Profiles and Workspaces to personalize your agents work environment
> Create Business Rules and Workflows to improve quality, standardize responses, and increase accuracy when working with customers
> Create a customized, branded Customer Portal
> Build Outreach Campaigns and Surveys
> Create and Manage Answers in your Knowledgebase
> Filled with Color Illustrations and Tips
Table of Contents 1. Introduction - 2. Before You Start - 3. The Agent Desktop - 4. Workspaces - 5. Setting Up Navigation - 6. The Customer Portal - 7. Community Self-Service - 8. Incidents - 9. Answers - 1. Rules - 11. Workflows - 12. Scripts - 13. Guided Assistance - 14. Mailing - 15. Search - 16. Chat - 17. Reports - 18. And Finally
About the Author Richard Napier has been training businesses and organizations in customer relationship management, business rules and related topics since 1993. Formerly of Siebel Systems, Inc. and InFact Group, he delivers training in French and English all around the world for private and public sector organizations. Richard is also the author of Getting Started With Oracle Policy Automation.
