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| Section | Objectives |
|---|---|
| Topic 1: Integrations and APIs | - Integration Technologies
|
| Topic 2: Surveys and Feedback Management | - Survey Configuration
|
| Topic 3: Business Rules and Automation | - Automation Configuration
|
| Topic 4: Knowledge Management and Customer Portal | - Self-Service Capabilities
|
| Topic 5: Analytics and Reporting | - Reporting Framework
|
| Topic 6: Oracle Service Cloud Architecture and Navigation | - Application Architecture
|
| Topic 7: Email, Chat and Cross-Channel Operations | - Interaction Management
|
| Topic 8: Business Object Configuration | - Standard and Custom Objects
|
| Topic 9: Workspaces and Agent Desktop | - Workspace Design
|
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