Oracle provides online training for new users. When reviewing the training, remember that the UNM implementation may not look quite the same as the interface shown here. For example, UNM does not use the PRODUCT and ORGANIZATION items. The training is still helpful in understanding the elements of the system.
We are currently using Oracle Service Cloud version May 2015.
General Navigation, changing your password, client configuration options (Videos)
Incidents, Answers, and Chat (Videos)
General User Manual (Covers client, Incidents, Answers, Chat, and Analytics (and more!)