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Oracle 1z0-325 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Interaction Tools | - Configure Chat and Co-Browse - Manage email and response channels - Set up feedback and surveys |
| Topic 2: Staff and Profile Management | - Set up staff accounts and roles - Define permissions and access rights - Configure agent workflows - Create and manage profiles |
| Topic 3: Knowledge and Answer Management | - Create and organize answers - Set up answer access and visibility - Manage knowledge base categories |
| Topic 4: Application Appearance | - Create and implement Workspaces - Create Navigation Sets - Design Agent Interfaces - Configure Customizable Menus |
| Topic 5: Customer Portal | - Portal deployment and configuration - Portal access control - Self-service functionality setup |
| Topic 6: Site Configuration and Administration | - Message templates and variables - Search priority and keywords - Passport configurations - System settings and configuration |
| Topic 7: Analytics and Reporting | - Create standard and custom reports - Configure dashboards - Define report access and sharing |
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