Getting Started with Oracle Service Cloud Second Edition
The second edition is here! Helped by some comments from the community (see this conversation in the comments of a previous post), I am very pleased to announce the availability of the second edition of Getting Started with Oracle Service Cloud. A couple of new chapters have been added, and best of all, over fifty exam-style questions have been added to help you prepare for an exam, or an interview or any sort of challenge you might be facing. The answers are available on the publisher’s website (P8 Tech).
The exam layout is as follows, and the Getting Started with Oracle Service Cloud Second Edition chapters are shown alongside for reference purposes. We are going to be adding another 40 or so questions to our online Quiz section, to round out the whole experience.
The book is available now in both paper and electronic formats, from a variety of online and physical vendors. Just go to the publisher’s website and find the easiest way for you to get hold of it.
Here is the list of topics from the Oracle Service Cloud Implementation Essentials exam, and the relevant chapters.
| Exam Topic | Book Chapter & Comments |
| Create and implement Workspaces | Chapter 4 |
| Create and implement Navigation Sets | Chapter 5 |
| Create Customizable Menus | Chapter 4 |
| Create Agent Workflows | Chapter 11 |
| Create Agent scripts within the Scripts Explorer | Chapter 12 |
| Create Profiles | Chapter 5 |
| Create Staff Accounts | Chapter 4 |
| Describe Password configurations and their functions | Chapter 3 and elsewhere |
| Describe typical answer management components and usage | Chapter 9 |
| Manage Search Priority Words | Chapter 15 |
| Create and manage Word List Files and the Dictionary | Chapter 15 |
| Create and manage Access Levels | Chapter 4 & 5 |
| Describe Custom Fields and their usage | Chapter 18 |
| Create Business Rules | Chapter 10 |
| Explain Standard Text and its application | Chapter 8 |
| Explain Service Variables and their application | Chapter 6 |
| Create and manage Service Level Agreements | Chapter 10 |
| Configure Cloud Monitor | Not Service Cloud-specific |
| Configure Custom Objects | Chapter 18 |
| Describe incident management | Chapter 8 |
| Manage Message Bases | Chapter 3 |
| Manage the System Configuration settings | Many Chapters |
| Explain Mailboxes and their usage | Chapter 14 |
| Configure Message Templates and System Interface configurations | Chapter 14, Chapter 16 |
| Explain Product, Category, and Disposition usage | Chapter 8 |
| Create and manage Guided Assistance and its application | Chapter 13 |
| Explain the File Menu and CX options features and their usage | Chapter 2 |
| Create and configure Custom Reports | Chapter 17 |
| Create and manage Scheduled Reports | Chapter 17 |
| Create and manage Surveys and Mailings | Chapter 14 |
| Create and manage Chat configurations and rules | Chapter 16 |
| Create and manage Co-Browse configurations | Chapter 7 |
| Customize and manage Templates, Pages, and Themes | Chapter 6, Chapter 7 |
| Describe Customer Portal deployment protocols | Chapter 6 |
| Customize and manage Tags, Widgets, and Assets | Chapter 6 |