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