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