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 Duration 14 hours

Course Outline

Introduction to Oracle Service Management

  • Definition of Service Management
  • The significance of Service Management in business contexts
  • Essential features and advantages
  • Modules within Oracle Service Management

Navigating Oracle Service Cloud

  • Overview of the user interface
  • Key components and navigation techniques

Establishing Users and Roles

  • Creation and management of user accounts
  • Configuration of user roles and permissions

Overview of Service Requests

  • Categorization of Service Requests
  • The lifecycle of a service request

Configuration of Service Request Types

  • Defining service request categories
  • Setup of service request forms

Administration of Service Requests

  • Creation and assignment of service requests
  • Tracking and updating service request status

Service Level Agreements (SLAs)

  • Comprehending SLAs
  • Configuration and management of SLAs

Automation and Workflow

  • Automating service request processes
  • Developing workflows for service requests

Knowledge Management

  • Creation and maintenance of knowledge articles
  • Integration of the knowledge base with service requests

Multi-Channel Service Management

  • Handling service requests across various channels
  • Integration with email, chat, and social media

Customer Self-Service

  • Establishment of customer portals
  • Activation of self-service features

Field Service Management

  • Summary of Field Service Capabilities
  • Scheduling and dispatching of field service technicians

Mobile Service Management

  • Utilization of mobile devices for service management
  • Configuration and usage of mobile applications

Introduction to Reporting

  • The role of reporting in service management
  • Report types available in Oracle Service Management

Development and Customization of Reports

  • Application of report templates
  • Tailoring reports to align with business requirements

Dashboards and Visualizations

  • Creation of service management dashboards
  • Application of visualizations for data analysis

Performance Metrics and KPIs

  • Key performance indicators for service management
  • Monitoring and analysis of performance metrics

Data Security and Compliance

  • Safeguarding data security in service management
  • Adherence to industry standards and regulations

Integration with Other Oracle Applications

  • Integration with Oracle ERP and CRM
  • Smooth data flow between applications

Customization and Extensions

  • Customization of Oracle Service Management
  • Expanding functionality through add-ons and plugins

Best Practices in Service Management

  • Application of best practices for service excellence
  • Case studies and real-world examples

Troubleshooting and Support

  • Common issues and their solutions
  • Accessing Oracle support resources

Requirements

  • Fundamental knowledge of Oracle applications
  • Basic familiarity with customer service processes

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

Provisional Upcoming Courses (Require 5+ participants)

Oracle Service Management

2026-11-16 09:30
14 hours
JW Marriott Hanoi
203,240,236 VND (Online)
203,240,236 VND (Classroom)

Oracle Service Management

2026-11-30 09:30
14 hours
Pullman Ha Noi
203,240,236 VND (Online)
203,240,236 VND (Classroom)

Oracle Service Management

2026-12-14 09:30
14 hours
Sofitel Legend Metropole Hanoi
203,240,236 VND (Online)
203,240,236 VND (Classroom)

Oracle Service Management

2026-12-28 09:30
14 hours
Toong IPH
203,240,236 VND (Online)
203,240,236 VND (Classroom)

Oracle Service Management

2027-01-11 09:30
14 hours
UPGen Keangnam
203,240,236 VND (Online)
203,240,236 VND (Classroom)

Oracle Service Management

2027-01-25 09:30
14 hours
Ho Chi Minh City Saigon Tower
203,240,236 VND (Online)
203,246,536 VND (Classroom)

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