About Oracle RightNow CX Cloud Service 2012 Essentials - 1Z0-465 Exam

Author: Wayne Parnell

Oracle RightNow C Cloud Service 2012 Essentials is designed for those candidates who have a strong foundation and expertise in selling and implementing Oracle RightNow C Cloud Service 2012 solutions. There are various topics covered in this exam such as Answer Management Administration, Site Configuration and Administration, RightNow Analytics. This certification helps OPN members to standout in the market place because of their expertise. It also helps their partner company to qualify for the Oracle RightNow CX CloudService 2012 Specialization.

Exam Outline

Oracle RightNow Overview

  • Describe the purpose of Customer Experience

Application Appearance

  • Create and implement workspaces, navigation sets
  • Create Customizable menus, Agent Workflow, Agent scripts within the Scripts explorer

Staff Management

  • Create profiles, staff account
  • Describe Password configurations and their functions

Answer Management Admin

  • Describe typical answer management components and usage
  • Manage Search Priority Words
  • Create and manage Word List Files and Dictionary, Access Levels

Site Configuration Admin

  • Describe custom fields and their usage
  • Create Business rules
  • Explain standard text and its application
  • Explain service variables and its application
  • Create and manage service level agreements
  • Configure Cloud Monitor
  • Describe Custom objects and its usage and management
  • Describe incident management
  • Manage Message bases
  • Manage the system configuration settings
  • Explain Mailboxes and their usage
  • Manage the system Interface configurations
  • Explain Product, Category and Disposition usage
  • Create and manage the Guided Assistance
  • Explain the Application button and CX options features and their usage

RightNow Analytics

  • Describe Standard Reports
  • Create and configure Custom Reports
  • Create and manage Scheduled Reports

Feedback/Surveys

  • Create and manage Surveys

Chat & Co Browse

  • Create and manage Chat configurations
  • Create and manage Co Browse configuration

Customer Portal

  • Customize and manage Templates, Pages, Themes
  • Describe Customer portal deployment protocols
  • Customize and manage Tags, widgets, assets
  • Describe Browser Accessibility and its importance

Recommended Prerequisites

Candidates should have the latest training and field experience.

Recommended Study Aids

Candidates can prepare for the exam using the Oracle RightNow CX Cloud Service 2012 Essentials Exam Study Guide (PDF).

Candidates have the option to take courses available at the Oracle University Training. They are:

  • RightNow Customer Portal Designer and Contact Center Experience Designer Administration
  • RightNow Customer Service Administration

Exam Details

Number of questions: 80

Time duration: 150 minutes

Passing score: 60%

Exam Cost: US$ 245

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