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Oracle 1Z1-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Administration and Configuration | - Site configuration and setup - User and role management - Business rules and workflow configuration |
| 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: Integration and Extensibility | - APIs and customization options - Integration with external systems |
| Topic 5: Reporting and Analytics | - Standard reports and dashboards - Analytics and performance tracking |
| Topic 6: Knowledge Management | - Knowledge base structure and maintenance - Content creation and publishing |
| Topic 7: RightNow CX Cloud Service Overview | - Core concepts of Oracle RightNow CX - Cloud service architecture and components |
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