Oracle Cloud Service Administration offers powerful and flexible tools that can be configured to best suit the needs of your company. This course provides the foundation necessary to begin this process, then teaches you how to customize the application appearance.
Preview
By the end of this training you will Learn To:
- Customize menus and fields to meet your unique business needs.
- Customize outgoing application-generated messaging.
- Create dynamic custom workspaces for any role to help staff work more efficiently.
- Create business rules that increase efficiency across your organization.
- Rapidly build and extend applications that support unique business processes.
Course Contents
Day 1
Fundamentals
Oracle Service Cloud application overview
Evolution of IT to Cloud-based Architecture
IT Strategies from Oracle (ITSO) and Oracle Reference Architecture (ORA)
Oracle Cloud Reference Architecture
Case Study – Oracle Cloud
Navigation (panes, ribbons, explorers, and help)
Day 2
Initial Setup
Application Appearance
Custom Fields
Customizable Menus
Workspaces
Workspace Rules
Queues
Navigation sets
Profiles
Permissions
Staff accounts, groups, and passwords
Customizable menus and values
Day 3
Create Business Rules
Business rules (states, functions, variables, conditions, expressions, and actions)
Custom Objects
Service Level Agreements
Message Templates
Multi Edit Workspaces
Closed Incident Surveys
Reports and Dashboards
Day 4
Core Functionality
Workspaces (displaying and editing records)
Workspace rules and triggers (dynamically adjust display, behavior, and values)
Custom fields, objects, and relationships (packages and deployment)
Creating and monitoring answers and the knowledge base
Service level agreements (SLAs), response times, and holidays
Apps2Fusion Articles 