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Oracle 1z1-325 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Application Appearance | - Design Agent Interfaces - Create Navigation Sets - Create and implement Workspaces - Configure Customizable Menus |
| Topic 2: Customer Portal | - Portal access control - Portal deployment and configuration - Self-service functionality setup |
| Topic 3: Staff and Profile Management | - Define permissions and access rights - Configure agent workflows - Create and manage profiles - Set up staff accounts and roles |
| Topic 4: Analytics and Reporting | - Define report access and sharing - Create standard and custom reports - Configure dashboards |
| Topic 5: Site Configuration and Administration | - System settings and configuration - Message templates and variables - Search priority and keywords - Passport configurations |
| Topic 6: Knowledge and Answer Management | - Manage knowledge base categories - Set up answer access and visibility - Create and organize answers |
| Topic 7: Customer Interaction Tools | - Configure Chat and Co-Browse - Set up feedback and surveys - Manage email and response channels |
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