1

Course Introduction

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Oracle B2B Service: Service Implementation 1 - 1

Learning Objectives

• Instructor and class participants

• Training site information
• Course:
– Audience
– Prerequisites
– Goal
– Objectives
– Methodology
– Materials
– Agenda
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Oracle B2B Service: Service Implementation 1 - 2

Instructor and Class Participants

• Who are you?

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

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Oracle B2B Service: Service Implementation 1 - 3

Course Audience

• This course is designed for team members who will implement the help desk
capabilities of the application:
– Implementers
– System Administrators
– Technical Administrators
– Technical Consultants

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Oracle B2B Service: Service Implementation 1 - 4

 Course Prerequisites

• Familiarity with Oracle Global Human Resources (Core HR)

• Oracle HCM (Human Capital Management) Security course (optional)

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The Oracle HCM Security course is available as part of the Oracle Human Capital Management learning
subscription.

Oracle B2B Service: Service Implementation 1 - 5

 Course Goal

• To provide implementers with a solid foundation for implementing HR Help Desk, a

component of Oracle Global Human Resources

6 © 2020, Oracle and/or its affiliates. All rights reserved.

Oracle HR Help Desk is a component of Oracle HCM (Human Capital Management).

For more information see, Implementing Global Human Resources
(http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIGH) and Implementing B2B Service
(http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=FAIEC) in the documentation.

Oracle B2B Service: Service Implementation 1 - 6

Course Objectives

• Configure service request management, entitlements, and productivity tools

• Configure queues and routing
• Configure email and templates
• Create and maintain knowledge articles
• Configure the Computer Telephony Integration (CTI) real time channel

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Oracle B2B Service: Service Implementation 1 - 7

Course Methodology

• Subject matter is delivered through:

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

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Oracle B2B Service: Service Implementation 1 - 8

Course Materials

• Course content is delivered over 3 days

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

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Oracle B2B Service: Service Implementation 1 - 9

Course Agenda
• Course Introduction • Routing • Tailoring the User Experience
(this lesson)
• Notifications • Multiple Business Units
• Overview
• Email Appendix:
• Getting Started
• Email Templates • Survey Integration
• Security Framework
• Computer Telephony
• Service Requests Integration (CTI) • Workflows
• Delegation • Action Plans
• Service Entitlements • Productivity Tools
• Monitoring Service • Implementing Knowledge
Entitlements
• Creating Knowledge Content
• Queues

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Oracle B2B Service: Service Implementation 1 - 10