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: Agent Desktop and Service Interaction | - Customer interaction handling - Incident management - Task and queue management |
| Topic 2: Reporting and Analytics | - Analytics dashboards - Standard reports usage |
| Topic 3: Knowledge Management | - Content creation and publishing - Search optimization and usage - Knowledge base structure |
| Topic 4: RightNow CX Cloud Service Overview | - Core architecture and components - Service cloud concepts and terminology |
| Topic 5: Administration and Configuration | - User management and roles - Workflow and business rules - Site configuration and settings |
| Topic 6: Integration and Customization | - Customization options and tools - Integration concepts and APIs |
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