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