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Oracle 1Z1-465 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: RightNow CX Cloud Service Overview | - Service cloud concepts and terminology - Core architecture and components |
| Topic 2: Agent Desktop and Service Interaction | - Task and queue management - Customer interaction handling - Incident management |
| Topic 3: Administration and Configuration | - Workflow and business rules - User management and roles - Site configuration and settings |
| Topic 4: Reporting and Analytics | - Analytics dashboards - Standard reports usage |
| Topic 5: Knowledge Management | - Search optimization and usage - Knowledge base structure - Content creation and publishing |
| Topic 6: Integration and Customization | - Integration concepts and APIs - Customization options and tools |
