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| Section | Objectives |
|---|---|
| Topic 1: Reporting and Analytics | - Analytics and performance tracking - Standard reports and dashboards |
| Topic 2: Agent Desktop and Service Console | - Agent workspace navigation and usage - Case management processes |
| Topic 3: Integration and Extensibility | - APIs and customization options - Integration with external systems |
| Topic 4: RightNow CX Cloud Service Overview | - Cloud service architecture and components - Core concepts of Oracle RightNow CX |
| Topic 5: Knowledge Management | - Knowledge base structure and maintenance - Content creation and publishing |
| Topic 6: Administration and Configuration | - User and role management - Business rules and workflow configuration - Site configuration and setup |
| Topic 7: Customer Portal and Experience | - Customer interaction channels - Self-service portal configuration |
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