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

Thursday Sep 26, 2013

Oracle RightNow Curriculum Update: Part I

Oracle Cloud products are constantly being rejuvenated to improve functionality, add new features and respond to changing customer needs.  The hands-on Oracle University training that accompanies these products needs to keep up with these software releases as well in order to be effective.

With all of the changes to the software and training, choosing which course to enroll in can be challenging!

This is the first in a two-part series that is intended to help you confidently select the appropriate Oracle RightNow courses to further your product expertise and make an impact on your organization.

· Part I focuses on training for developers and business users. 
· Part II focuses on training for administrators.

RightNow Curriculum Training

Due to the rapid pace of RightNow software releases, Oracle University does not include a release number in the course titles for this product line. Instead, we make sure that the courses listed on our website are appropriate for all customers running the latest release of our product, unless otherwise noted.

The latest release of our curriculum has recently undergone major restructuring and course renaming. This can be a bit confusing, especially if you’re looking for an older course title; however, we’re confident that the current curriculum includes many improvements that will enhance your learning experience and provide the training you need.

RightNow Training: Pick the Format that Works Best for You

RightNow courses are offered as traditional Classroom Training and as Live Virtual Classes delivered over the Internet. Some courses are also available in our new Training On Demand format. This recorded format gives you access to top instructors in a sophisticated streaming video of a complete course, which includes lectures and training labs.

RightNow Developer Training

  • RightNow Customer Portal Cloud Service Customization for Developers (2 days): This course teaches you how to customize and extend the RightNow Customer Portal website. It covers both look-and-feel customizations as well as changing or extending page content by adding pre-written widgets, customizing existing widgets or writing new functional component widgets from scratch.
  • RightNow Integration and Customization for Developers (3 days): This course replaces RightNow Customer Portal for Developers and teaches you the core knowledge needed to begin integrating data from RightNow CX with other systems. Get introduced to add-in development using the RightNow Desktop Add-in Framework. Prerequisites: Object-oriented programming, C#, .Net application development. Knowledge of SQL and relational databases would also be helpful.

Functional RightNow Courses

  • RightNow Outreach & Feedback (3 Days): This course teaches System Administrators and Marketers how to use RightNow CX as the engine for targeted mailings, marketing campaigns and consumer surveys. 

  • RightNow Analytics (2 Days): RightNow Analytics allows analysts to extract key information related to all CX components so you can develop performance strategies based on collected data. This course covers key analytics administration topics for the latest generally available version of RightNow CX. Prerequisites: basic understanding of relational databases and some RightNow CX Analytics experience.

Retired RightNow Courses

RightNow Marketing & Feedback - Replaced by RightNow Outreach & Feedback

Curious about the entire RightNow curriculum? Explore Oracle University's available Oracle RightNow Training.

-Keith Ackley, Senior Practice Manager, Oracle University

About

Official home blog of Oracle University. Oracle University is THE trusted provider of quality, expert Oracle training & certification. All training is delivered by our Elite global team of Oracle experts and made available in multiple learning formats inc. our NEW "Training on Demand" options. For buying confidence our training is backed by the unique 100% student satisfaction guarantee...

Search

Archives
« April 2014
SunMonTueWedThuFriSat
  
1
2
3
5
6
7
8
9
11
12
13
14
16
18
19
20
21
22
23
24
25
26
27
28
29
30
   
       
Today