Educational Resources

Learn how to successfully implement Help Desk in your organization with online video training, student guides, and hands-on practices.

Implementing Help Desk Course

In this course, you'll learn to perform an initial Help Desk implementation. You'll learn the implementation basics, dive into specific configuration options, and get access to hands-on practices you need to get up and running fast.

In this course, you'll learn to:

Enable the Help Desk offering in your environment
Configure help desk request management options
Configure help desk request management options
Configure entitlements, queues, routing, and agent assignment
Configure inbound and outbound email
Create and maintain knowledge articles
Create and maintain helpful agent productivity tools

To learn more, visit Oracle University's Help Desk Implementation course.

Implementation Foundation Course

If this is your first Help Desk implementation, you'll need to learn the foundations first. In this hands-on course, you'll learn how to enable the application components you need, how to configure access and security, and best practices for performing a basic initial implementation of your application.

Starting off right will help you avoid costly mistakes down the line. Knowing how things work will help you communicate effectively with your internal team and with Oracle staff. In short, this knowledge will help you make the best decisions for your specific business requirements.

This course, or equivalent knowledge, is a prerequisite for the Implementing Help Desk course. Here's what you'll learn in this course:

Perform the initial setup of your environment
Create and manage setup users
Configure application and user security
Perform common configurations such as setting profile options, modifying lookups, and using Quick Setup pages
Identify tools for integration, extension, and migration of the application

To learn more, visit Oracle University's Implementation Foundation course.

Sign Up for Oracle Cloud Learning Subscriptions

Ongoing education is your key to success. Oracle University offers online courses, that let you learn at your own pace. With this knowledge and hands-on experience, you'll be prepared to earn the Certified Implementation Professional credential acknowledging you as a skilled implementor.

To learn more about online learning, visit Oracle University.