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