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CX B2C Service (1Z0-1064-25)
The Oracle B2C Service (RightNow) Associate training teaches core concepts of Contact Center, Chat & Digital, Knowledge, Self‑Service, Automation, Analytics, Administration, and Integration, enabling learners to configure and support B2C Service solutions efficiently.
90
Minutes
55
Questions
65
Passing Score
$245
Exam Cost
Who Should Take This
IT professionals, support engineers, and functional analysts who work with Oracle B2C Service and want to validate their foundational knowledge should pursue this associate certification. Candidates typically have 1‑3 years of experience configuring or using B2C Service modules and aim to demonstrate competence in administration, integration, and analytics for customer‑facing solutions.
What's Covered
1
Contact Center
2
Chat and Digital
3
Knowledge and Self-Service
4
Automation and Analytics
5
Administration and Integration
What's Included in AccelaStudy® AI
Adaptive Knowledge Graph
Practice Questions
Lesson Modules
Console Simulator Labs
Exam Tips & Strategy
20 Activity Formats
Course Outline
62 learning goals
1
Contact Center
2 topics
Agent Desktop
- Identify B2C Service agent desktop components: workspace, incidents, and customer context.
- Configure agent workspace with custom fields, workspace rules, and smart assistant integration.
- Implement incident management with categorization, priority, and workflow automation rules.
- Analyze contact center operations to recommend workspace configurations for agent efficiency.
- Identify the key components and features of Agent Desktop and describe their primary functions within Oracle B2C Service (RightNow) Associate.
- Deploy Agent Desktop with integration to analytics, reporting, and audit services for operational visibility.
- Analyze Agent Desktop configurations to identify process inefficiencies, gaps, and optimization opportunities.
Routing and Queuing
- Describe B2C Service routing: queue management, skill-based routing, and workload distribution.
- Configure queue management with assignment rules, overflow handling, and priority escalation.
- Implement multi-channel routing with email, chat, and phone integration for unified queue management.
- Evaluate routing configurations to recommend approaches optimizing wait times and utilization.
- Configure Routing and Queuing with appropriate settings and parameters for a production implementation in Oracle B2C Service (RightNow) Associate.
- Assess Routing and Queuing implementations against best practices to identify gaps and recommend improvements.
- Name the prerequisites, dependencies, and supporting modules required for implementing Routing and Queuing.
2
Chat and Digital
2 topics
Chat Service
- Identify chat features: proactive chat, chat routing, canned responses, and co-browse.
- Configure live chat with routing rules, pre-chat surveys, and automated greeting messages.
- Implement chatbot integration with intent recognition, escalation triggers, and conversation handoff.
- Analyze chat performance to recommend improvements for resolution rates and customer satisfaction.
- Evaluate Chat Service alternatives and tradeoffs to recommend the optimal configuration for given constraints.
- Recognize common terminology, setup steps, and best practices associated with Chat Service.
Digital Channels
- Describe digital channel support: email, web forms, social media, and messaging platforms.
- Configure email processing with auto-response, categorization, and smart assistant suggestions.
- Implement social media monitoring with sentiment analysis, routing, and response management.
- Evaluate digital channel effectiveness to recommend channel strategy optimization.
- List the configuration options and parameters available for Digital Channels and describe when each is appropriate.
- Apply Digital Channels configuration patterns to meet specific business requirements including regulatory compliance.
3
Knowledge and Self-Service
2 topics
Knowledge Management
- Identify B2C knowledge features: answer database, guided assistance, and SmartAssistant.
- Configure knowledge management with answer creation, categorization, and access level settings.
- Implement SmartAssistant for agent-facing answer recommendations based on incident context.
- Analyze knowledge utilization to recommend content improvements for deflection and resolution.
- Implement Knowledge Management following best practices for process efficiency, compliance, and data accuracy.
- Diagnose Knowledge Management issues by analyzing reports, audit trails, and configuration to determine root causes.
Self-Service
- Describe customer portal features: incident submission, answer search, and account management.
- Configure customer portal with branding, widget placement, and self-service registration.
- Implement guided resolution with decision trees, conditional questions, and article suggestions.
- Evaluate self-service effectiveness to recommend improvements for case deflection rates.
- Analyze Self-Service configurations to identify process inefficiencies, gaps, and optimization opportunities.
- Identify the key components and features of Self-Service and describe their primary functions within Oracle B2C Service (RightNow) Associate.
4
Automation and Analytics
2 topics
Automation
- Identify B2C automation: business rules, workspace rules, and scheduled processing.
- Configure business rules with event triggers, conditions, and automated actions for workflow automation.
- Implement SLA tracking with escalation rules, notification triggers, and compliance reporting.
- Analyze automation coverage to identify manual processes suitable for rule-based automation.
- Name the prerequisites, dependencies, and supporting modules required for implementing Automation.
- Configure Automation with appropriate settings and parameters for a production implementation in Oracle B2C Service (RightNow) Associate.
Analytics
- Describe B2C analytics: standard reports, custom reports, and dashboard configuration.
- Implement custom report creation with data objects, filters, and output format configuration.
- Configure analytics dashboards with real-time metrics, historical trends, and drill-down capability.
- Evaluate analytics configurations to recommend KPIs and reporting for service management decisions.
- Explain how to troubleshoot common issues with Analytics including error messages and resolution procedures.
- Evaluate Analytics alternatives and tradeoffs to recommend the optimal configuration for given constraints.
5
Administration and Integration
2 topics
Administration
- Describe B2C Service administration: site configuration, navigation, and custom objects.
- Configure site settings with custom objects, fields, and page layouts for business customization.
- Implement user management with profile customization, skill assignment, and access control.
- Analyze administration practices to recommend governance for configuration changes.
- Compare Administration implementation patterns to determine the best approach for business requirements.
- List the configuration options and parameters available for Administration and describe when each is appropriate.
Integration
- Identify B2C integration: REST API, ROQL, Connect APIs, and external application connectivity.
- Configure API integration with authentication, endpoints, and data mapping for external systems.
- Implement data exchange with CRM, ERP, and third-party applications using REST and Connect APIs.
- Evaluate integration approaches to recommend architectures for unified customer data.
- Describe the architecture and workflow of Integration including integration points with related processes.
- Implement Integration following best practices for process efficiency, compliance, and data accuracy.
Scope
Included Topics
- All domains in the Oracle B2C Service (RightNow) Associate exam guide.
- Core topics: B2C Service, Contact Center, Chat, Knowledge, Self-Service, Analytics, Automation, Integration.
- Oracle Fusion Cloud services, configuration, and best practices.
- Scenario-based problem solving at the associate level.
Not Covered
- Topics outside the official exam guide scope.
- On-premises legacy application configuration.
- Specific pricing values that change over time.
- Custom development beyond standard configuration.
Official Exam Page
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