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Oracle 1z0-326 Exam Syllabus Topics:

SectionObjectives
Integration and Administration- Administrative functions
  • 1. Security configuration
    • 2. User and role management
      - System integration concepts
      • 1. Data import/export tools
        • 2. Web services overview
          Knowledge Foundation and Data Management- Knowledge base configuration
          • 1. Articles and content management
            • 2. Search optimization
              - Data objects and relationships
              • 1. Contact and incident data model
                • 2. Custom objects overview
                  Business Rules and Workflow Automation- Rule creation and management
                  • 1. Agent scripting basics
                    • 2. Workflow rules
                      Reporting and Analytics- Report creation
                      • 1. Standard reports
                        • 2. Custom report configuration
                          - Dashboards and metrics
                          • 1. Key performance indicators
                            • 2. Performance dashboards
                              RightNow Cloud Service Overview- Core architecture and components
                              • 1. Service Cloud platform structure
                                • 2. User roles and interfaces
                                  - Navigation and system configuration
                                  • 1. Workspaces and navigation sets
                                    • 2. Basic system setup
                                      Service Request and Incident Management- Incident lifecycle
                                      • 1. Escalation and resolution
                                        • 2. Creation and assignment
                                          - Customer interaction handling
                                          • 1. Service level management basics
                                            • 2. Email and communication channels

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