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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: Feedback, Chat & Customer Portal | 5% | - Customer Portal basics - Chat and co-browse configuration - Surveys and feedback management |
| Topic 3: Incident Management | 12% | - Guided assistance setup - Incident lifecycle and statuses |
| Topic 4: Answer Management Administration | 18% | - Search priority words and dictionaries - Access levels and permissions - Knowledge base components |
| Topic 5: Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Topic 6: RightNow Analytics | 8% | - Standard and custom reports - Scheduled reports and dashboards |
| Topic 7: Staff Management | 12% | - Staff accounts and profiles - Password policies and security settings |
| Topic 8: Site Configuration Administration | 20% | - Service level agreements - Custom fields and objects - Mailboxes and interface configuration - Business rules and standard text |
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