Oracle CX Sales and Oracle B2B Service: Customer Data Mgmt (CDM)

Course Description

Oracle CX Sales and Oracle B2B Service: Customer Data Mgmt (CDM) prepares learners to work confidently with Customer data model, parties, accounts, contacts, Data quality rules, matching, duplicate identification. Each module links design intent with realistic transactions, exception paths, access controls, and the checks required before a solution is handed to users or support teams.

The course also covers Import, enrichment, hierarchy maintenance, source-system references, Data governance, audit history, privacy. Through customer data model and stewardship responsibility map, matching-rule test results and merge evidence, controlled customer data load and reconciliation report, CDM governance dashboard and remediation backlog, participants learn how to recognise weak assumptions, confirm the real cause of an error, and leave a result that another practitioner can reproduce.

Participants leave prepared to deliver clean and governed customer records with controlled matching, merging, enrichment, and stewardship. Their closing plan converts test findings into concrete actions for governance, adoption, monitoring, remediation, and future releases.

What You Will Learn

• Explain how Customer data model, parties, and accounts establish the operating foundation and shape later configuration decisions.
• Configure contacts, hierarchies, sources, and stewardship roles, then confirm readiness through customer data model and stewardship responsibility map rather than relying on screen messages alone.
• Execute a controlled workflow covering Data quality rules, matching, and duplicate identification, preserving input traceability, approvals, and the resulting changes.
• Read matching-rule test results and merge evidence to isolate a merge retaining the wrong address as the surviving value, separate symptoms from causes, and select a correction that can be safely retested.
• Integrate Import, enrichment, and hierarchy maintenance with ownership, access, and downstream process expectations.
• Challenge source-system references and bulk correction using normal and boundary cases, then defend the outcome with controlled customer data load and reconciliation report.
• Investigate unresolved duplicate clusters growing after a new integration launch by reviewing Data governance, audit history, and privacy before applying a reversible fix.
• Prepare CDM governance dashboard and remediation backlog that demonstrates exception queues, monitoring, and remediation and supports handover, monitoring, and the next improvement decision.

SkillDynamo Training Approach

Instruction includes product demonstrations, practical setup, process execution, role-based scenarios, diagnostic exercises, acceptance review, and production-readiness planning. Particular attention is given to evidence quality, ownership, safe change, and supportability.