Getting Started with Oracle Service Cloud

Getting Started with Oracle Service CloudA question from the bag of “virtual mail” that gets delivered here every day (even on Sunday). E.D writes to us from Penn State with a question that is on quite a lot of people’s minds. Can the book Getting Started with Oracle Service Cloud get you certified? Or, to be fair, this is the question exactly as it was asked :

“I’m wondering if your new book for Oracle Service Cloud is enough knowledge to pass Oracle’s certification exam? I’m an ex-Oracle employee with 20+ years of Service experience, but never had the opportunity to get the service certifications. And I can’t afford $5k to buy the online training subscription. Any advice you might have is appreciated!”

Now it won’t come as a great surprise that I am not going to straightaway jump in and say “Yes of course!“. After all, I didn’t write the book to serve as a certification tool. In fact, I write that in the preface of all my books to make sure that people don’t think I am offering a sort of magic shortcut.

It’s probably better to answer this in a practical way. Here are the subjects of the OSvC Implementation Essentials certification examination, with, alongside, relevant chapters of the Getting Started with Oracle Service Cloud book, and some comments from me.

I hope this helps. You should however bear in mind that the Exam does ask very detailed questions, so it is a pre-requisite to have had a fair amount of hands-on experience. Just reading the book would not be enough.

Exam Topic Book Chapter & Comments
Create and implement Workspaces Chapter 4
Create and implement Navigation Sets Chapter 5
Create Customizable Menus Chapter 4
Create Agent Workflows Chapter 11
Create Agent scripts within the Scripts Explorer Chapter 12
Create Profiles Chapter 5
Create Staff Accounts Chapter 4
Describe Password configurations and their functions Chapter 3 and probably somewhere else
Describe typical answer management components and usage Chapter 9
Manage Search Priority Words Chapter 15
Create and manage Word List Files and the Dictionary Chapter 15
Create and manage Access Levels Chapter 4 & 5
Describe Custom Fields and their usage Was planned for another release.
Create Business Rules Chapter 10
Explain Standard Text and its application Chapter 8
Explain Service Variables and their application Chapter 6
Create and manage Service Level Agreements Chapter 10
Configure Cloud Monitor Was planned for another release.
Configure Custom Objects Was planned for another release.
Describe incident management Chapter 8
Manage Message Bases Chapter 3
Manage the System Configuration settings Kind of everywhere
Explain Mailboxes and their usage Chapter 14
Configure Message Templates and System Interface configurations Chapter 14, Chapter 16
Explain Product, Category, and Disposition usage Chapter 8
Create and manage Guided Assistance and its application Chapter 13
Explain the File Menu and CX options features and their usage Chapter 2
Create and configure Custom Reports  

Was planned for another release.

Create and manage Scheduled Reports Chapter 17
Create and manage Surveys and Mailings Chapter 14
Create and manage Chat configurations and rules Chapter 16
Create and manage Co-Browse configurations Chapter 7
Customize and manage Templates, Pages, and Themes Chapter 6, Chapter 7
Describe Customer Portal deployment protocols Chapter 6
Customize and manage Tags, Widgets, and Assets Chapter 6