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Oracle Engagement Cloud 2018 facilitates businesses to provide a better customer experience by unifying various customer engagement applications such as sales, marketing, and service. Oracle Engagement Cloud 2018 Implementation Essentials certification ensures that the professionals are equipped with the necessary skills to design, configure, implement, and customize Oracle Engagement Cloud 2018 to meet the specific needs of a business.
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Entitlements and Service Level Agreements | 15% | - Entitlement concepts and coverage - Milestone management - Standard and default coverage setup |
| Topic 2: Engagement Cloud Architecture & Customization | 20% | - Functional Setup Manager (FSM) - DCS architecture and components - Customization tools and options - Security model and roles |
| Topic 3: Analytics & Reporting | 15% | - Infolets, subject areas and queries - Modify and configure reports |
| Topic 4: Feature Enablement & Configuration | 5% | - Desktop and interface configuration - Enable Engagement Cloud features |
| Topic 5: Knowledge Management | 10% | - KM enablement and configuration - KM security and categories |
| Topic 6: Service Request Management | 20% | - Set up SR creation and handling - Configure service request categories - SR processing and search - Service catalog and assignment rules |
| Topic 7: Integration & Data Management | 15% | - Integration architecture - File-based import and export - CTI and email integration |
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