11i Service Request Fundamentals   

What you will learn:

In this course you will learn implementation considerations for products that help to manage and resolve customer service issues, including Oracle TeleService, Oracle Install Base, Counters, and Oracle Knowledge Management. 11i Service Request Fundamentals is part of the Implementation Consultant learning path and is designed to help you make strategic implementation decisions.

Prerequisites:

Required Prerequisites:

• Knowledge of customer support and service processes

• Knowledge of how to implement and use Oracle applications

Course Objectives:

• Explain the Service Request to Resolution process

• Set up Oracle TeleService

• Set up Oracle Install Base

• Set up Counters

• Set up Oracle Knowledge Management

Course Topics:

Explaining the Service Request to Resolution Process

Prerequisite E-Business Suite Setups and Integrations

Setting Up Oracle TeleService: Service Requests

Setting Up Oracle TeleService: Customer Care

Setting Up Oracle Install Base

Setting Up Counters

Setting Up Oracle TeleService: Charges

Setting Up Oracle Knowledge Management