Exam Name: Oracle RightNow CX Cloud Service 2012 Essentials
Certification Provider: Oracle
Corresponding Certification: Oracle Applications
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Oracle 1Z1-465 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Application Appearance | 15% | - Customizable menus and agent workflow - Agent scripts - Workspaces and navigation sets |
| Topic 2: Site Configuration Administration | 20% | - Service level agreements - Mailboxes and interface configuration - Business rules and standard text - Custom fields and objects |
| Topic 3: Answer Management Administration | 18% | - Knowledge base components - Access levels and permissions - Search priority words and dictionaries |
| Topic 4: RightNow Analytics | 8% | - Scheduled reports and dashboards - Standard and custom reports |
| Topic 5: Feedback, Chat & Customer Portal | 5% | - Chat and co-browse configuration - Surveys and feedback management - Customer Portal basics |
| Topic 6: Staff Management | 12% | - Staff accounts and profiles - Password policies and security settings |
| Topic 7: Incident Management | 12% | - Incident lifecycle and statuses - Guided assistance setup |
| Topic 8: Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
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