In this practical and accessible book, join leading
trainer Richard Napier as he takes you on a journey into the universe of
Oracle Service Cloud. A universe that includes incidents, answers,
administration and business automation of the agent desktop and your
customer portal. This book is a superb standalone resource or perfect
complement to your Oracle University Service Cloud (RightNow) Training and
covers the real-world use of Workspaces, Workflows, Guided Assistance,
Chat, and More.