RightNow Chat Cloud Service Administration

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Description

Live chat provides an easy and effective way to engage a web visitor in the purchase process, as well as when they need assistance solving an issue. This Oracle RightNow Chat Cloud Service Administration training will demonstrate how this advanced solution can help agents guide web visitors to the best answers and outcome.

Learn To:

  • Understand and use the tools commonly available to chat agent supervisors.
  • Configure chat via the administrator console.
  • Identify several best practices to effectively deploy and leverage the chat channel.
  • Configure elements of chat widgets via the RightNow CX administration console.
  • Understand and use the tools commonly available to agents as they respond to an…

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Live chat provides an easy and effective way to engage a web visitor in the purchase process, as well as when they need assistance solving an issue. This Oracle RightNow Chat Cloud Service Administration training will demonstrate how this advanced solution can help agents guide web visitors to the best answers and outcome.

Learn To:

  • Understand and use the tools commonly available to chat agent supervisors.
  • Configure chat via the administrator console.
  • Identify several best practices to effectively deploy and leverage the chat channel.
  • Configure elements of chat widgets via the RightNow CX administration console.
  • Understand and use the tools commonly available to agents as they respond to and engage in chat sessions.
  • Use available reports to measure the effectiveness of the chat channel and understand agent behavior.
  • Resolve issues with higher productivity, increasing conversion rates and boosting satisfaction.

Benefits to You

This two-day hands-on course will help you gain multiple perspectives on Live Chat. It will introduce you to the chat and co-browse functionalities from the perspective of the web visitor, the agent and the agent supervisor. You will learn how to configure this powerful functionality to best suit your company's unique business processes from within the RightNow CX administrative console.


Audience
  • Configuration Consultant
  • Configuration Implementer
  • Process Developer
  • Project Manager
  • Administrator

Course Topics End User Experience Overview
  • Web Visitor Chat Options
Agent Experience Overview
  • Modifying Chat Options
  • Accepting Incoming Chats
  • Chat Workspace
  • Chat Service Level Requirements
  • Agent Response Tools
  • Responding to Chat
  • Initiating Co-Browse
Chat Supervisor Experience Overview
  • Supervisor Dashboard
  • Chat Monitoring
Chat Configuration - RightNow CX Administration
  • Chat Queues
  • Agent Statuses
  • Agent Accounts and Chat Profiles
  • Configuring the Workspace
  • Chat Reports
  • Feedback for Chat
  • Business Rules for Chat
  • Chat Configuration Options
Configuring the Live Help Page
  • Adding Custom Fields
  • Standard Chat Page Widgets
  • Modifying Message Bases
  • Setting Chat Hours
  • Chat Service Level Agreements
Measuring Success
  • Chat Audit Reports
  • Commonly Tracked Metrics

Course Objectives
  • Configure Chat via the administrator console
  • Configure elements of chat widgets via the RightNow CX administration console
  • Understand how chat widgets and other elements of the Live Help page are modified through Customer Portal
  • Use available reports to measure the effectiveness of the chat channel and understand agent behavior
  • Understand and use the tools commonly available to chat agent supervisors
  • Identify several best practices for effectively deploying and leveraging the chat channel
  • Demonstrate the chat end-user experience via customer portal
  • Understand and use the tools commonly available to agents as they respond to and engage in chat sessions

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There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.