Oracle Service Cloud RightNow Analytics

1. Pre-built Dashboards and Reports: Oracle Service Cloud provides pre-built dashboards and reports tailored to various roles and business needs, allowing users to quickly access key performance indicators (KPIs) and metrics related to customer service operations.

2. Customizable Analytics: Users can customize and create their own reports and dashboards using a drag-and-drop interface, enabling them to tailor analytics to their specific requirements and preferences.

3. 360-degree View of Customer Interactions: Oracle Service Cloud RightNow Analytics provides a comprehensive view of customer interactions across multiple channels, such as phone, email, chat, and social media, allowing organizations to understand customer behavior and preferences.

4. Trend Analysis: Users can perform trend analysis to identify patterns and trends in customer interactions, service requests, and agent performance over time, enabling them to make informed decisions and improvements.

Before learning Oracle Service Cloud RightNow Analytics, it's beneficial to have the following skills:

1. Familiarity with Oracle Service Cloud: Understanding the basics of Oracle Service Cloud platform and its functionalities is essential. Knowledge of how customer interactions are captured and managed within Oracle Service Cloud will provide context for using RightNow Analytics.

2. Data Analysis Skills: Basic data analysis skills are important for interpreting and analyzing customer interaction data. Understanding concepts such as data visualization, trend analysis, and key performance indicators (KPIs) will be helpful.

3. Reporting and Dashboard Creation: Experience with creating reports and dashboards in other analytics platforms or tools will be advantageous. Knowledge of how to structure and present data effectively for different audiences is crucial.

4. SQL Knowledge: While not always required, having some familiarity with SQL (Structured Query Language) can be beneficial for accessing and manipulating data within Oracle Service Cloud databases.

By learning Oracle Service Cloud RightNow Analytics, you gain the following skills:

1. Data Analysis: Ability to analyze customer interaction data to identify trends, patterns, and insights that drive decision-making.

2. Reporting and Visualization: Proficiency in creating reports and visualizations to communicate key metrics and performance indicators effectively.

3. Dashboard Creation: Skills in designing interactive dashboards that provide a holistic view of customer service performance and trends.

4. Metrics Interpretation: Capability to interpret metrics related to customer satisfaction, agent performance, case resolution times, and more to drive improvements in service delivery.