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 |
|---|---|---|
| Incident Management | 12% | - Guided assistance setup - Incident lifecycle and statuses |
| Staff Management | 12% | - Staff accounts and profiles - Password policies and security settings |
| Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Application Appearance | 15% | - Customizable menus and agent workflow - Agent scripts - Workspaces and navigation sets |
| Answer Management Administration | 18% | - Access levels and permissions - Search priority words and dictionaries - Knowledge base components |
| Site Configuration Administration | 20% | - Service level agreements - Business rules and standard text - Mailboxes and interface configuration - Custom fields and objects |
| RightNow Analytics | 8% | - Standard and custom reports - Scheduled reports and dashboards |
| Feedback, Chat & Customer Portal | 5% | - Surveys and feedback management - Customer Portal basics - Chat and co-browse configuration |
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