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Updated: Jul 25, 2026
Q & A: 80 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| RightNow Analytics | 8% | - Standard and custom reports - Scheduled reports and dashboards |
| Answer Management Administration | 18% | - Search priority words and dictionaries - Access levels and permissions - Knowledge base components |
| Application Appearance | 15% | - Agent scripts - Workspaces and navigation sets - Customizable menus and agent workflow |
| Staff Management | 12% | - Password policies and security settings - Staff accounts and profiles |
| Incident Management | 12% | - Incident lifecycle and statuses - Guided assistance setup |
| Oracle RightNow Overview | 10% | - Purpose and components of Customer Experience |
| Feedback, Chat & Customer Portal | 5% | - Customer Portal basics - Chat and co-browse configuration - Surveys and feedback management |
| Site Configuration Administration | 20% | - Mailboxes and interface configuration - Business rules and standard text - Service level agreements - Custom fields and objects |
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