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