Sales & Service: B2B Service workshop

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Multiple Sessions
12:00 AM - 12:00 AM

Highlights

Event Region	Time Zone	Location	Duration	Start Date	End Date	Timing	Register
APAC	India Time	Online	4 Days	August 09, 2021	August 12, 2021	09:00 - 13:00	Closed
AMERICAS	US Central	Online	4 Days	July 12, 2021	July 15, 2021	09:00 - 13:00	Closed
EMEA	CET/CEST	Online	4 Days	June 14, 2021	June 17, 2021	09:00 - 13:00	Closed
APAC	India Time	Online	4 Days	May 03, 2021	May 06, 2021	09:00 - 13:00	Closed
AMERICAS	US Central	Online	4 Days	April 05, 2021	April 08, 2021	09:00 - 13:00	Closed
EMEA	CET/CEST	Online	4 Days	March 08, 2021	March 11, 2021	09:00 - 13:00	Closed
EMEA	CET/CEST	Online	4 Days	January 04, 2021	January 08, 2021	09:00 - 13:00	Closed
APAC	India Time	Online	4 Days	November 23, 2020	November 26, 2020	09:00 - 13:00	Closed
AMERICAS	US Central	Online	4 Days	October 27, 2020	October 30, 2020	09:00 - 13:00	Closed
EMEA	CET/CEST	Online	4 Days	September 28, 2020	October 01, 2020	09:00 - 13:00	Closed
EMEA	CET/CEST	Online	4 Days	August 24, 2020	August 27, 2020	09:00 - 13:00	Closed
APAC	India Time	Online	4 Days	July 27, 2020	July 30, 2020	09:00 - 13:00	Closed
AMERICAS	US Central	Online	4 Days	June 22, 2020	June 25, 2020	09:00 - 13:00	Closed

Pre-requisites

Participants must have prior experience of implementing any CX Customer Service Applications (Oracle or non-Oracle)

Course Offering – B2B Service Cloud

This 4-day workshop will train you on how to implement the most common end-to-end processes associated with Oracle B2B Service Cloud. Each of these processes will be supported by use cases, best practices, tips & tricks, cut-over/migration activities, and hands on labs. The flows and use cases covered include:

Service Foundation
- Security Configuration
Customer Contact to Resolution process
- Service Request Management configurations
- Queue Management & SR Routing (Assignment) use cases and configuration
- Service Entitlements use case and configurations
- Action Plans configuration
- Email Communication (Templates) configuration
Channel specific SR flows
- CTI call flow and configurations
- Chat configuration
- DCS (Digital Customer Service) flow and configuration
- Inbound Email (SR creation flow) configuration
Knowledge Gap to Solution
- Knowledge Management process
- Knowledge configurations
- Knowledge Authoring
Implementation Use Cases
- Multi-BU use case and configurations
- Customization using Application Composer (use cases for object modelling, groovy script extensions – Object Functions, Triggers, Workflows etc.)
- B2B Service Integrations – Predefined integrations with other Oracle cloud applications
- Data Migration
- Configuration Migration

Following products / features / topics are covered as part of the above flows:

Security
Service Requests
Queues
Omni Channels
Email Templates
Real Time Interactions
Chat
Call Flow
Action Plans
Productivity Tools
Knowledge
Tailoring the UX
Digital Customer Service
Integrations
BU SR Security
Workflows

Workshop Format

Approximately 4 hours per day of live use-case discussions, presentations & demos followed by off-line hands-on labs.
Participants will be provided with access to environment & supporting content including student guides, activity guides etc.
Live Q&A chat with the presenters during the presentations and off-line forum support.
Participants have the opportunity to bring and discuss specific use case scenarios with product experts.

Expected Outcome

Participants will learn how to implement Sales & Service: Service

Registration

Click on 'Register' next to the workshop that you would like to attend.
Please check possible conflicts with local holidays before registering. Note that some Workshops will take place from Sunday to Thursday.
Upon Approval participant will receive an email Confirmation. The Confirmation email will contain all logistical information required. Should a Workshop be full, Candidates will be placed on a Waiting List and will be informed. It is recommended that Partners register as soon as possible in order to secure seats in the Workshops.

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Video: Things to know before you register

May 6

9:00 am

Networking breakfast

11:00 am

Panel discussion and Q&A
Thomas Kurian, EVP, Oracle

2:30 pm

Break

4:00 pm

Keynote: Surpassing Expectation with Oracle's Customer Service
Thomas Kurian, EVP, Oracle

5:00 pm

Partner Keynote: Offerring Robust Solutions for Today
John FPO Smith, CEO Delloite

May 7

10:00 am

Networking breakfast

11:00 am

Panel discussion and Q&A
Thomas Kurian, EVP, Oracle

2:30 pm

Break

4:00 pm

Keynote: Surpassing Expectation with Oracle's Customer Service
Thomas Kurian, EVP, Oracle

5:45 pm

Partner Keynote: Offerring Robust Solutions for Today
John FPO Smith, CEO Delloite

May 8

10:00 am

Networking breakfast

11:00 am

Panel discussion and Q&A
Thomas Kurian, EVP, Oracle

2:30 pm

Break

4:00 pm

Keynote: Surpassing Expectation with Oracle's Customer Service
Thomas Kurian, EVP, Oracle

5:45 pm

Partner Keynote: Offerring Robust Solutions for Today
John FPO Smith, CEO Delloite

May 9

10:00 am

Networking breakfast

11:00 am

Panel discussion and Q&A
Thomas Kurian, EVP, Oracle

2:30 pm

Break

4:00 pm

Keynote: Surpassing Expectation with Oracle's Customer Service
Thomas Kurian, EVP, Oracle

5:45 pm

Partner Keynote: Offerring Robust Solutions for Today
John FPO Smith, CEO Delloite

Title

Chris Tonas
Vice President, Mobility and Development Tools, Oracle

Biography:
Chris Tonas is Vice President of the Mobility and Development Tools organization at Oracle. Mr. Tonas has spent his career focused on helping developers be more productive, with 18 years at Oracle and more than 20 industry years focused on tools, frameworks, and platform.

Mr. Tonas is responsible for the development and go-to-market for Oracle's Mobile Suite along with the cloud and on-premise Development Tools for the greater Oracle platform. His organization supports the application development efforts of Oracle's customers as well as those for internal teams, like the Oracle Fusion Applications, and participate in numerous open source activities in the Java, Apache, and Eclipse communities.

Vikas Anand
Sr. Director, Integration Products, Oracle

Biography:
Vikas Anand, Sr. Director, Integration Products at Oracle. He leads overall product management & strategy for Oracle SOA Suite and Integration Cloud Service. Mr. Anand leads a team of seasoned Product Managers in charge of Oracle Fusion Middleware integration products:Integration Cloud Service, SOA Suite, BPEL, Service Bus, B2B, Stream Explorer, MFT, API Management, Oracle SOA Suite for Healthcare, Adapters for Cloud and Applications integration etc.

Since joining Oracle in 2003, Mr. Anand has held various positions in product development, product management and strategy positions in different geographies. Prior to Oracle, Mr. Anand has worked in product & project development, and IT in Fortune 100 firms. In these roles he worked across diverse domains like Supply Chain Integration, Sales & Marketing Automation, Global Marketplaces & Industry verticals. He also developed software products as a part of a startup.

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