Getting Started with Oracle Service Cloud [OSvC]

Getting Started with Oracle Service Cloud [OSvC]

Oracle Service Cloud (OSvC) is Oracle’s 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.

About This Oracle Service Cloud Book

In this practical, accessible, full-colour 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 the 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. Test yourself with over 50 challenging questions to make sure you are ready for OSvC!

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

> Create Custom Objects and Custom Reports

> Prepare for interviews or exams

> Filled with Colour Illustrations and Tips

Getting Started with Oracle Service Cloud

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

10. Rules

11. Workflows

12. Scripts

13. Guided Assistance

14. Mailing

15. Search

16. Chat

17. Reports

18. Custom Objects and Fields

19. And Finally

Appendix A. Test Yourself | Exam-Style Questions

Answers to OSvC Questions | Sample Exam Training

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

JavaScript Extensions for Oracle Policy Modeling

Getting Started with Oracle Policy Automation [2019 Edition]


Passionate about constrained natural language and how it can be used to accelerate the adoption of business rule management systems, he can be found on LinkedIn and on his website at  or at his CRM Website

978-0995656550 | 27 October 2017 | 258 pages | full colour illustrations and screenshots | When you purchase through select links on our site, we may earn an affiliate commission at no additional cost to you.

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Book Categories: Oracle.