An Oracle Service Center Implementation Professional has demonstrated the knowledge required to create queues and assignments, implement automation and customization of user interfaces and business processes, set up processes between Customers and Agents, and create and manage Reports. Individuals who earn this certification configure, administer and use the Service Center.

Review exam topics

B2C Service Products and Services

• Explain B2C Service products and services

• Describe Service Level Agreements

• Create queues, assignments, and standard application menus

Service Console Core Features and Access

• Perform an initial setup and set up the Service Console

• Describe Core Business Objects

• Set Up Navigation, Permissions and User Accounts

• Explain configuration settings

• Perform export/import with Element Manager

• Use Data Lifecycle Management

B2C Service User Interface and Processes

• Describe message bases

• Implement user Interface modifications and automation (workspaces)

• Implement workflow

• Create workspaces for the Browser User Interface

Processes between Customers and Agents

• Describe agent assistance

• Describe standard text and variables

• Create message templates

• Describe mail and mailboxes

• Generate outreach and feedback

• Create business rules

• Configure chat and cobrowse

• Configure advanced routing

• Configure Guided Assistants

• Work with International Data

• Configure Products, Categories, and Dispositions

• Configure Service Level Agreements

• Audit Fields

• Create Enhanced Business Rules

Reports

• Describe B2C Service Analytics

• Customize reports

• Share reports

B2C Service Service Console Extensions

• Configure add-ins

Oracle Service Center is a request management system that service organizations use to consolidate omnichannel customer requests into a single screen, enabling them to quickly respond to customer inquiries and diagnose and resolve issues faster.