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Oracle 1Z1-465 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 12% | - Incident lifecycle and statuses - Guided assistance setup |
| Topic 2: Site Configuration Administration | 20% | - Custom fields and objects - Business rules and standard text - Mailboxes and interface configuration - Service level agreements |
| Topic 3: Application Appearance | 15% | - Workspaces and navigation sets - Agent scripts - Customizable menus and agent workflow |
| Topic 4: RightNow Analytics | 8% | - Standard and custom reports - Scheduled reports and dashboards |
| Topic 5: Staff Management | 12% | - Staff accounts and profiles - Password policies and security settings |
| Topic 6: Answer Management Administration | 18% | - Knowledge base components - Search priority words and dictionaries - Access levels and permissions |
| Topic 7: Feedback, Chat & Customer Portal | 5% | - Surveys and feedback management - Customer Portal basics - Chat and co-browse configuration |
| Topic 8: Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
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