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Getting Started with Oracle Service Cloud [OSvC] 2nd Edition

$44.99

In this practical and accessible 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.

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Getting Started with Oracle Service Cloud [OSvC]

Getting Started with Oracle Service Cloud : In this practical and accessible 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.

  • Chapter 1 : Preface
  • Chapter 2 : Before you Start
  • Chapter 3 : Agent Desktop Basics
  • Chapter 4 : Workspaces
  • Chapter 5 : Navigation Sets
  • Chapter 6 : Customer Portal
  • Chapter 7 : Community Self Service
  • Chapter 8 :  Incidents
  • Chapter 9 : Answers
  • Chapter 10 : Business Rules
  • Chapter 11 :  Workflows
  • Chapter 12 : Scripts
  • Chapter 13 : Guided Assistance
  • Chapter 14 : Mailing
  • Chapter 15 : Search
  • Chapter 16 : Chat
  • Chapter 17 :  Reports
  • Chapter 18 : Custom Objects
  • Chapter 19 : Finally

New Second Edition Extra Content

As well as the three new chapters in this edition, it comes ready with 60 questions to test yourself and ready yourself for interviews, certification and more! Answers to the quiz can be found on the P8Tech Website. More questions will be posted on the OPA Hub Website in our Quiz section.