Getting Started with Oracle Service Cloud Second Edition

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 TopicBook Chapter & Comments
Create and implement WorkspacesChapter 4
Create and implement Navigation SetsChapter 5
Create Customizable MenusChapter 4
Create Agent WorkflowsChapter 11
Create Agent scripts within the Scripts ExplorerChapter 12
Create ProfilesChapter 5
Create Staff AccountsChapter 4
Describe Password configurations and their functionsChapter 3 and elsewhere
Describe typical answer management components and usageChapter 9
Manage Search Priority WordsChapter 15
Create and manage Word List Files and the DictionaryChapter 15
Create and manage Access LevelsChapter 4 & 5
Describe Custom Fields and their usageChapter 18
Create Business RulesChapter 10
Explain Standard Text and its applicationChapter 8
Explain Service Variables and their applicationChapter 6
Create and manage Service Level AgreementsChapter 10
Configure Cloud MonitorNot Service Cloud-specific
Configure Custom ObjectsChapter 18
Describe incident managementChapter 8
Manage Message BasesChapter 3
Manage the System Configuration settingsMany Chapters
Explain Mailboxes and their usageChapter 14
Configure Message Templates and System Interface configurationsChapter 14, Chapter 16
Explain Product, Category, and Disposition usageChapter 8
Create and manage Guided Assistance and its applicationChapter 13
Explain the File Menu and CX options features and their usageChapter 2
Create and configure Custom ReportsChapter 17
Create and manage Scheduled ReportsChapter 17
Create and manage Surveys and MailingsChapter 14
Create and manage Chat configurations and rulesChapter 16
Create and manage Co-Browse configurationsChapter 7
Customize and manage Templates, Pages, and ThemesChapter 6, Chapter 7
Describe Customer Portal deployment protocolsChapter 6
Customize and manage Tags, Widgets, and AssetsChapter 6


Author: Richard Napier

After 8 years in case management and ERP software roles, Richard Napier joined Siebel Systems in 1999 and took up the role of managing the nascent Siebel University in Southern Europe. He subsequently was Director of Business Development and Education for InFact Group (now part of Business & Decisions) for 8 years. He now runs Intelligent Advisor IT Consulting OÜ. Owner of, he also is Co-Founder of the Siebel Hub.

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