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