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Updated: Sep 17, 2026
Q & A: 80 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Application Appearance | 15% | - Agent scripts - Customizable menus and agent workflow - Workspaces and navigation sets |
| Topic 2: Incident Management | 12% | - Guided assistance setup - Incident lifecycle and statuses |
| Topic 3: Site Configuration Administration | 20% | - Business rules and standard text - Mailboxes and interface configuration - Custom fields and objects - Service level agreements |
| Topic 4: Feedback, Chat & Customer Portal | 5% | - Surveys and feedback management - Customer Portal basics - Chat and co-browse configuration |
| Topic 5: Staff Management | 12% | - Password policies and security settings - Staff accounts and profiles |
| Topic 6: Answer Management Administration | 18% | - Knowledge base components - Access levels and permissions - Search priority words and dictionaries |
| Topic 7: Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Topic 8: RightNow Analytics | 8% | - Scheduled reports and dashboards - Standard and custom reports |
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