By Michaela Seika-Oracle on Dec 19, 2014
The Oracle team is pleased to invite your Customer Experience (CX) Practice to a 10-day hands-on Oracle Service Cloud (formerly RightNow) Implementation Workshop. Oracle will organize three 10-days Workshops between January - June 2015. We invite you to join the workshop InClass or Remotely (avoid travel time and travel costs by joining remotely).
These Invite-Only hands-on workshops will be delivered by Oracle Development at No-Fee to Partners.
A Workshop consists of live presentations, live demos, and hands-on laboratory exercises. Participants will have access to an Oracle Service Cloud environment during the workshop and for a limited time afterwards.
IMPORTANT: These workshops are available to selected Oracle Partners with a current OPN Gold Level or higher membership. A fully executed Oracle Cloud Services Training Addendum is required for this workshop.
If your company has not previously accepted this addendum, pleaseclick here to review and accept the terms and conditions. You should be authorized by your company to accept the legal addendum.
The 10-day workshop (first 5-day functional track and then 5-day technical track) will cover the following topics:
Week 1 – Functional
» Customer Portal
» Contact Management
» Incident Management
» Answer Management
» Initial Setup
» Service Administration
» Agent Desktop
» Knowledge Base Management
Week 2 - Technical
» Customer Portal
- Create pixel perfect, branded and customized web customer service experiences
- Best practices on using widgets, syndication, customizing styles and behaviors
- Enable mobile web customer service experiences
- Versioning and accessibility
- Setup developer templates for rapid creation of custom add-ins
- Developer mode and debugger to quickly diagnose problems when creating add-ins
- Automate the agent desktop and interact with data from your custom add-in
» General Integration
- Connect Common Object model and Data Integration APIs
- ROQL to query the Service Cloud for the data integration
- Custom objects and meta-data to support dynamic integration scenarios
Approximately 4 hours of live presentation and Q&A daily. Participants will independently work on laboratory activities after the 4-hour live presentation. Attendees will get access to an Oracle Service Cloud environment, and they must complete the assigned laboratory work daily. In-class attendees will have live access to product experts during laboratory exercises. Those attending remotely will have access to product experts via forum and chat.
Participants should have experience in implementing and extending CRM Service applications including Siebel, Sales Cloud or RightNow. For technical track, proficiency in PHP and .NET are preferred, including knowledge of web services technologies such as AJAX, CSS3, XML, and SOAP.
There will be some work to prepare prior to attending, this will be sent to you on confirmation of your attendance. Please plan on spending approximately 2 days (prior to the workshop) to go over the prerequisite material. The workshop requires attendees to provide their own laptop. We will provide details on specifications. Please review the Service Cloud Video Series.
Participants are expected to conduct respective Certified Implementation Specialist Exam 1-2 months after the workshop.
Upon completion of the workshop, attendees may be eligible to receive a free voucher to take the Certified Implementation Specialist exam. Details will be provided later.
SYSTEM REQUIREMENTS: This workshop requires attendees to provide their own laptop. Below is a list of pre-requisite software. It is free and can be downloaded at the following links. Please follow instructions provided for each download.
Latest Version of .NET Installed
Please send the list of participants to your Oracle A&C contact sooner the better. Please provide the following information: Workshop, Workshop date, InClass or Remote, Track (Functional, Technical track or Both), Partner Company, Participant’s name, Participant’s Corporate Email Address, Resident Country. A confirmation email alert will be sent to registrants upon approval.
Thank you for your continued support and partnership!