Oracle RightNow CX Cloud Service 2012 Essentials

Oracle RightNow CX Cloud Service 2012 Essentials

As of September 16, 2014 the existing Oracle RightNow CX Cloud Service 2012 Essentials (1Z0-465) has been revised and validated against the August 2014 release. In the August 2014 release of Oracle Service Cloud, we continue our commitment to improving and enhancing the Oracle Service Cloud suite of applications in order to empower great customer experiences. The August 2014 release provides significant new features and capabilities across the Oracle Service Cloud pillar. A new level of service collaboration is being delivered through the Cross-Channel Contact Center. With this fully-featured collaboration service, agents are now empowered to harness the expertise across your organization directly from their Agent Desktop.

The Oracle RightNow CX Cloud Service 2012 Essentials (1Z0-465) exam is designed for individuals who possess a strong foundation and expertise in selling and implementing Oracle RightNow CX Cloud Service 2012 solutions. This certification covers topics such as: Answer Management Administration, Site Configuration and Administration, RightNow Analytics. This certification differentiates candidates in the marketplace by providing a competitive edge through proven expertise. Up-to-date training and field experience are recommended.

OPN members earning this certification will be recognized as OPN Certified Specialists. This certification helps OPN members differentiate themselves in the marketplace through proven in-depth expertise and helps their partner company qualify for the Oracle RightNow CX Cloud Service Specialization.

Exam Number:
150 minutes
Number of
Exam Price:
US$ 245

More on exam pricing

Passing score subject to change. View Details
 Oracle RightNow CX Cloud Service 2012 Certified Implementation Specialist

 OPN Certified Specialist
Exam Validation:
Exam validated against release 14.8
Exam Format:
Multiple Choice


Recommended Training Additional Information & Resources Exam Topics Fraudulent Activity Policy

Recommended Training
Oracle RightNow CX Cloud Service 2012 Essentials Exam Study Guide (PDF)  
Oracle University Training
Oracle Service Cloud (RightNow) Administration


Additional Information & Resources
Exam Retake Policy
Specialization Catalog (PDF) for all launched and planned Specializations
Product Mapping to Specialization (XLS)


Exam Topics

Oracle RightNow Overview

  • Describe the purpose of Customer Experience

Application Appearance

  • Create and implement workspaces
  • Create and implement navigation sets
  • Create Customizable menus
  • Create Agent Workflow
  • Create Agent scripts within the Scripts explorer

Staff Management

  • Create profiles
  • Create staff accounts
  • Describe Password configurations and their functions

Answer Management Admin

  • Describe typical answer management components and usage
  • Manage Search Priority Words
  • Create and manage Word List Files and Dictionary
  • Create and manage Access Levels

Site Configuration Admin

  • Describe custom fields and their usage
  • Create Business rules
  • Explain standard text and its application
  • Explain service variables and its application
  • Create and manage service level agreements
  • Configure Cloud Monitor
  • Describe Custom objects and its usage and management
  • Describe incident management
  • Manage Message bases
  • Manage the system configuration settings
  • Explain Mailboxes and their usage
  • Manage the system Interface configurations
  • Explain Product, Category and Disposition usage
  • Create and manage Guided Assistance and its application
  • Explain the Application button and CX options features and their usage

RightNow Analytics

  • Describe Standard Reports
  • Create and configure Custom Reports
  • Create and manage Scheduled Reports


  • Create and manage Surveys

Chat & Co Browse

  • Create and manage Chat configurations
  • Create and manage Co Browse configuration

Customer Portal

  • Customize and manage Templates, Pages, Themes
  • Describe Customer portal deployment protocols
  • Customize and manage Tags, widgets, assets
  • Describe Browser Accessibility and its importance


Oracle Certification Program Fraudulent Activity Policy
Oracle reserves the right to take action against any candidate involved in fraudulent activities, including, but not limited to, fraudulent use of vouchers, promotional codes, reselling exam discounts and vouchers, cheating on an exam, alteration of score reports, alteration of completion certificates, violation of exam retake policies or other activities deemed fraudulent by Oracle.

If Oracle determines, in its sole discretion, that fraudulent activity has taken place, it reserves the right to take action up to and including, but not limited to, decertification of a candidate's Oracle Certified Associate, Oracle Certified Professional and/or OCM credentials, temporary, indefinite or permanent ban of a candidate from Oracle certification programs, notification to a candidate's employer, and notification to law enforcement agencies. Candidates found committing fraudulent activities forfeit all fees previously paid to Oracle, or to Oracle's authorized vendors, and may be required to pay additional fees for services rendered.

View the Oracle Certification Program Candidate Agreement which requires your agreement before the start of each exam.

 E-mail this page  Printer View