R12 Oracle Service Fundamentals

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R12 Oracle Service Fundamentals

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Now you can study at home by your self and get certified. These set teach you everything you need to know to become an Oracle R12 Certified Professional. The tests are based directly from the information from these books R12 Oracle Service Fundamentals What you will learn This course is designed to help you set up or modify key Oracle TeleService and service request functionality to fit yourorganization’s business needs. In this course you learn about the different Oracle TeleService interfaces (Oracle Formsand HTML), how to set up service requests to handle a wide variety of customer problems, how to automatically assignthose service requests to the right group or individual for resolution, how to configure reports and automatic notifications,how to prevent agents from logging duplicate requests, how to set up the capture of electronic records and signatures(ERES) and more. Learn to: Set up service request types to capture information about a wide variety of business problems Generate tasks automatically at service request creation Modify service request reports Set up fields to capture additional service request information Assign service requests to groups and individuals Personalize the user interface Course Objectives Understand the different HTML and Oracle Forms interfaces Create service request types for a wide variety of needs Learn how to assign service requests and associated tasks to groups and individuals Set up service request security Generate tasks automatically at service request creationSet the capture additional service request information Set up the capture of electronic records and electronic signatures (ERES) Learn to modify the user interface to hide or expose fields and regions, or to make entry mandatory Learn how to set up Oracle Knowledge Management Learn the basics of Charges setups Learn how to automatically detect potential duplicate service requests Course Topics Introduction to Oracle TeleServiceUsing different modules to support different users Comparing features available in the different modulesService Request Overview and Basic Setups Setting up required service request fields Setting up service request types and statuses Setting up status groups and transitions Setting up severities and urgencies Additional Basic Setups Categorizing customer problems and resolutions with problem and resolution codes Setting up service request response and resolution deadlines Defaulting required service request information via system profiles Setting Up Service Request Security Setting up standard service request security Mapping service request types to responsibilities Using multiple status groups to change service request behavior for different classes of users Setting Up Work Assignment and Distribution Setting up service request assignment to groups Setting up service request assignment to individuals Setting up service territories Using load balancing formula to distribute work load evenly among group membersSetting up resource groups Modifying Service Request Reports Modifying the service request report template using Oracle XML Publisher Switching between the detailed and summary template Setting Up Automatic Notifications Understanding the notifications process Understanding the two different notification styles Modifying the notification templates using Oracle Workflow BuilderSetting up notification rules Capturing Additional Service Request Information Understanding the different architectures for capturing additional attributes Capturing service request attributes in the Oracle Forms interface using the Contact Center extended attributes Capturing service request attributes in the HTML interfaces using extensible attributes Tracking Items in Service Requests Logging service requests against inventory items Logging service requests against Oracle Installed Base instances Creating Oracle Installed Base instances manually Understanding Oracle Installed Base basicsAutomatic Generation of Service Request Tasks Understanding the two methods of generating tasks Generating tasks based on entries in Contact Center extended attributes Generating tasks from task templates based on service request type, problem code, and item Shipping Shipping is free IMMEDIATE DOWNLOAD AFTER PAYMENT .Receive a direct download link in your email in 1 - 3 minutes. [Do NOT forget to check the junk or Spam mails of your email box]

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