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