1

Course Introduction

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Lesson Agenda

• This lesson provides an introduction to the:

– Instructor and class participants
– Training site information
– Course:
— Audience
— Prerequisites
— Goal
— Objectives
— Methodology
— Materials
— Agenda

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Instructor and Class Participants

• Who are you?

– Name
– Company
– Role
• What is your prior experience?
– Service and CRM applications
– Other implementation experience
• How do you expect to benefit from this course?

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Training Site Information

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Course Goal

• To provide implementers with a solid foundation for implementing the Service

capabilities of their Oracle Engagement Cloud application

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Course Audience

• This course is designed for team members who will implement the Oracle Engagement
Cloud application:
– Implementers
– System Administrators
– Technical Administrators
– Technical Consultants

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Course Prerequisites

• Required:
– Oracle Sales Cloud Implementation or equivalent experience
– In particular, it is important to have familiarity with Sales Cloud administration,
integration, and extensibility frameworks such as:
— Application Composer and Sandboxes to tailor the application
— Functional Security and Data Security
— Data integration frameworks including the REST API and file import/export
— Functional Setup Manager for administrative tasks
— Customization Set Migration

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Course Objectives

• Examine the initial provisioning performed by Oracle

• Perform required implementation tasks, including configuring service request
management, service channels, and service level entitlements
• Manage users and resources
• Create and maintain knowledge
• Tailor Digital Customer Service (DCS)
• Identify opportunities for integration and extension of the application

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Course Methodology

• Subject matter is delivered through:

– Lecture and slide presentations
– Software demonstrations
– Class discussions
– Hands-on practices

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Course Materials

• Course content is delivered over three days

• Student Guide
– All slides presented during lecture
– Student notes with additional information
• Activity Guide
– Hands-on practices

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Course Agenda

• 1: Course Introduction (this lesson) • 10: Oracle Social Network

• 2: Overview • 11: Outbound Email
• 3: Getting Started with Engagement • 12: Inbound Email
Cloud • 13: Productivity Tools
• 4: Security • 14: Service Entitlements
• 5: Service Requests • 15: Computer Telephony Integration
• 6: Service Product Catalog (CTI)
• 7: Queues • 16: Knowledge
• 8: Assignment to Queues • 17: Digital Customer Service
• 9: Omnichannel Routing • 18: Extensibility and Integration

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