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 | Objectives |
|---|---|
| Topic 1: Knowledge Management | - Content creation and publishing - Knowledge base structure and maintenance |
| Topic 2: Agent Desktop and Service Console | - Agent workspace navigation and usage - Case management processes |
| Topic 3: Customer Portal and Experience | - Customer interaction channels - Self-service portal configuration |
| Topic 4: Administration and Configuration | - Site configuration and setup - Business rules and workflow configuration - User and role management |
| Topic 5: Reporting and Analytics | - Analytics and performance tracking - Standard reports and dashboards |
| Topic 6: RightNow CX Cloud Service Overview | - Cloud service architecture and components - Core concepts of Oracle RightNow CX |
| Topic 7: Integration and Extensibility | - Integration with external systems - APIs and customization options |
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