Thursday Oct 03, 2013

Oracle RightNow: Curriculum Update Part II

This is the second in a two-part series intended to help you confidently select the appropriate Oracle RightNow courses. Oracle RightNow Curriculum Update: Part I focuses on training for developers and business users, while Part II focuses on training for administrators.

Administrator Training

Oracle University offers the following six courses for administrators, which vary by area of focus.

1.  RightNow Foundation for Contact Center Administrators (5 days): This course teaches you the fundamental knowledge to become a more effective administrator or technical consultant. It replaces the retired RightNow Customer Service Administration course and includes two additional days of material. This material includes custom objects, message templates, add-ins and other features. It serves as a prerequisite for some of the other administration classes listed below.

2.  Dynamic Agent Desktop for Contact Center Administrators (3 days): This course is designed for administrators responsible for configuring and managing the Dynamic Agent Desktop. Learn how to empower your contact center staff and deliver high-quality customer experiences across channels, agent pools and geographies.

  • Prerequisite - RightNow Foundation for Contact Center Administrators or the retired RightNow Customer Service Administrator course

3.  RightNow Chat Cloud Service Administration (2 days): This course is designed for administrators, developers and implementers. You'll learn how to help agents guide web visitors to the best answers and outcomes.

  • Prerequisites - RightNow Foundation for Contact Center Administrators or the retired RightNow Customer Service Administrator course 

4.  RightNow Customer Portal Cloud Service Customization for Administrators (1 day): Learn how to perform basic customizations on the RightNow Customer Portal that do not require programming skills, but can be accomplished through configuration settings and text file editing.  

  • Prerequisites - Basic understanding of RightNow Cloud Service; HTML/CSS

5.  RightNow Intent Guide Administration (2 days): This course is intended for administrators and analysts responsible for authoring and maintaining a knowledge base using Intent Guide. 

  • Prerequisites - Basic HTML knowledge; general web authoring skills

6.  RightNow Social Experience Administration (2 days): This course is ideal for individuals focused on the configuration, administration and basic community management and moderation of customer communities and socially-enabled contact centers.

Retired Courses – No Longer Available

RightNow Customer Portal Design and Dynamic Agent Desktop Administration - the material in this course is now covered in Customer Portal Cloud Service Customization for Administrators and RightNow Dynamic Agent Desktop for Contact Center Administrators.

RightNow Customer Service Administration - replaced by RightNow Foundation for Contact Center Administrators

Interested in learning more? Take a closer look at the rest of our Oracle RightNow training catalog.

-Keith Ackley, Senior Practice Manager, Oracle University

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