Oracle RightNow Cloud Service 2016 Technical Implementation Essentials

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Exam Topics:

Customer Portal Tools

• Use the site administration on the Agent Desktop
• Access CP admin area, identify CP environments and deployment processes

Customer Portal - Basic Customizations

• Describe the anatomy of a CP page
• Customize and manage tags, conditions, variables, sprites, widgets, assets
• Describe the importance of Internationalization
• Customize and manage Templates, Pages, and Themes
• Describe the importance of Accessibility

Customer Portal - Widgets and Scripting

• Create and manage a custom widget
• Set up and configure Syndicated widgets on an external page
• Describe Client-side scripting and its use in widgets
• Describe how event handling can be used for widget interaction
• Describe Controllers and their uses
• Explain the advantages of using AJAX for widget/controller interaction

Customer Portal - Advanced Customizations

• Describe a model and its uses
• Describe the purpose of the RightNow Connect Common Object Model
• Describe the uses of RightNow Connect for PHP in CP
• Explain what error handling methods are available in Connect for PHP
• Create Custom Objects
• Create and manage a custom widget to display a custom object field
• Set up and configure SAML
• Use Hooks within customizations

Integration and Customization - Agent Desktop

• Explain Searching for, Viewing, Editing, Creating, and Customizing Record Types
• Configure and manage custom fields and custom attributes
• Configure and customize Custom Objects
• Use the Connect webservices with desktop add-ins
• Use primary objects and sub-objects

Integration and Customization - ROQL Queries

• Execute ROQL Queries
• Use custom fields and custom objects accessed in ROQL
• Describe the purpose of Special Queries and their uses

Integration & Customization - Connect Web Services for PHP\SOAP\REST

• Describe CRUD Operations using Web Services for SOAP
• Generate Bulk, Batch, and Chain Operations
• Run Analytics Reports using Connect for SOAP
• Get Values for NamedID Objects
• Use the Connect Common Object Model
• Use the REST API

Integration and Customization - Desktop Integration

• Describe the purpose of the RightNow Desktop Add-In Framework
• Explain Add-In Deployment Methods
• Work with Records and Automation
• Describe the troubleshooting methods for Add-Ins
• Connect Web Services for SOAP with Add-Ins

Integration and Customization - General

• Customize Mobile Sites and pageset mappings
• Work with Custom Process Models
• Work with Oracle Service Cloud as an Identity Provider
• Configure CP Security
• Explain the Usage of Session management
• Explain Clickstream and reporting
• Implement Secure coding methods and practices within the RightNow CX Framework
• Describe the Knowledge Foundation API
• Implement the Scripts/custom folders
• Explain customization within a PCI environment
• Create debugging within Oracle Service Cloud
• Work with custom messagebases and configurations
• Work with the Chat API
• Work with Oracle Service Cloud Co-Browse