Oracle Service Cloud (RightNow) Analytics

Duration : 2 Days (16 Hours)

Oracle Service Cloud (RightNow) Analytics Course Overview:

The Oracle Service Cloud (RightNow) Analytics certification is a prestigious acknowledgment that certifies an individual’s proficiency in utilizing the reporting functionalities of Oracle RightNow CX Cloud Service, with the ultimate goal of enhancing customer experience. This certification demonstrates the understanding of crucial aspects such as report configuration, customization, and management, enabling professionals to provide valuable business insights. Industries widely embrace this certification to leverage data-driven reports for informed decision-making, enhancing service quality, identifying trends, and monitoring performance. By honing the skill of accurately interpreting data, companies can optimize their customer service, leading to increased customer satisfaction and loyalty.

Intended Audience:

• Business and data analysts seeking advanced analytical skills.
• IT professionals looking to implement Oracle Service Cloud.
• Marketing and sales professionals interested in customer service data analysis.
• Oracle Service Cloud users seeking to maximize platform utilization.
• Team leads or supervisors interested in service team performance analytics.

Learning Objectives of Oracle Service Cloud (RightNow) Analytics:

The learning objectives of the Oracle Service Cloud (RightNow) Analytics course are as follows:

  1. To enable learners to use Oracle Service Cloud Analytics effectively for generating and customizing reports, providing valuable business insights.
  2. To teach participants how to explore real-time data using Oracle Service Cloud Analytics, facilitating data-driven decision-making.
  3. To equip learners with the skills to create and modify reports, applying filters and sorting for focused data analysis.
  4. To instruct participants on integrating analytics data into dashboards, enabling visual representations of data for better understanding and presentation.
  5. To empower learners with the knowledge of using advanced features such as computed items, pivot tables, and charts to enhance report designs.
  6. To provide an understanding of the underlying data structure, helping learners create efficient and accurate reports.
  7. To encourage the maximization of analytics usage for supporting decision-making processes and improving customer service operations.

By accomplishing these learning objectives, participants will become proficient in leveraging Oracle Service Cloud Analytics to extract valuable insights from data, optimize customer service operations, and make informed decisions to enhance overall business performance.

 Module 1: Fundamentals
  • Oracle Service Cloud Analytics overview
  • Navigation and the Reports Explorer
  • Finding reports
  • Using reports
  • Publishing and scheduling reports
  • Planning reports
  • Expressions, column definitions, and filters
  • Functions and variables
  • Rollups and slicing
  • Cross tabs
  • Drilldowns
  • Linking reports
  • Inner and outer joins
  • Using the Report Analyzer
  • Exports and imports
  • Dashboards
  • Highlights, data exceptions, and conditional formatting
  • Styles, fonts, layouts, and colors
  • Charts and images

Oracle Service Cloud (RightNow) Analytics Course Prerequisites:

  • A basic understanding of data analytics, including concepts and techniques for analyzing and interpreting data.
  • Knowledge of the Oracle Service Cloud (RightNow) platform, including its functionalities and capabilities.
  • Familiarity with SQL or similar databases, enabling learners to work with data and perform data analysis tasks.
  • Experience in business processes and customer service strategies, providing a foundation for understanding the context and application of analytics in customer service.
  • Knowledge of report creation and data-driven decision-making, which are essential skills for effectively utilizing analytics to make informed business decisions.

Discover the perfect fit for your learning journey

Choose Learning Modality

Live Online

  • Convenience
  • Cost-effective
  • Self-paced learning
  • Scalability


  • Interaction and collaboration
  • Networking opportunities
  • Real-time feedback
  • Personal attention


  • Familiar environment
  • Confidentiality
  • Team building
  • Immediate application

Training Exclusives

This course comes with following benefits:

  • Practice Labs.
  • Get Trained by Certified Trainers.
  • Access to the recordings of your class sessions for 90 days.
  • Digital courseware
  • Experience 24*7 learner support.

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