Email Center forms part of Oracle's Interaction Center family of products. It is a complete solution for managing email interactions with customers, partners, suppliers, employees, and other entities that interact with an organization. It classifies incoming e-mails and routes them to qualified agents and automatically suggests one or more responses.
Based on their experience of resolving customer queries on Email Center, EBS Support have now produced a series of training videos to help Email Center users and implementers understand how the application works, how to set it up and how to use it. The training is structured into three different levels: Level 1/Foundation, Level 2/Intermediate, Level 3/Advanced.
The Foundation level training is now released in Doc ID 1581119.1: Email Center (Level 1 / Foundation) Training [Video]. This foundation/Level 1 training note will give the reader a basic understanding of Oracle Email Center's functionality and components and will take around one hour to complete, including the attached videos which will show Email Center in action. The Intermediate/Level 2 and Advanced/Level 3 training will build on the knowledge gained in this training, taking the Email Center implementation possibilities to a higher level, with details on auto-processing and auto-acknowledgements, intent analysis, tagging, auto-creating Service Requests and lots more.