Webinar: Service - Managing and Analyzing Service Performance

(Doc ID 1800838.1)

Last updated on OCTOBER 10, 2016

In this Document


Role: Service User               Language: English-American                Course Length: 15 minutes

The success of any business depends on the quality of the customer service provided. With CRM On Demand, you have the tools required to help your service representatives answer questions clearly and resolve issues quickly. Take this course to get valuable tips and learn how to use the tools in CRM On Demand to improve the operations of your service organization.

This course covers these topics:

• Create your solutions library and link solutions to service requests
• Maintain your solutions library
• Build in automation such as assignment rules and workflows to streamline your service processes
• Measure service performance using dashboards, reports, and Oracle Reports and Analysis for Excel

In order to view this course, your computer should meet these minimum requirements:

• Supported browsers: Internet Explorer 6 or higher
• Media Player: Windows Media Player 9+
• Operating System: Windows 2000 Professional Edition; Windows XP
• Graphics: Color monitor and display with capability for minimum resolution of 800 x 600 pixels; 1024 X 768 recommended
• Modem: Minimum 56 Kbps connected to the Internet or an intranet
• Sound Card: Sound card with Microsoft-compatible audio driver and speakers
• RAM: 512 Mb recommended
• CPU: At least 1 GHz
• Computer: Intel Pentium III Class or equivalent


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