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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Digital Customer Service (DCS) | 20% | - Themes, templates and page customization - DCS architecture and deployment - Authentication, profiles and security |
| Knowledge Management | 15% | - Article management and access - Knowledge base setup and configuration |
| Customization, Productivity and Analytics | 10% | - Application Composer and extensions - OTBI reporting and integration basics - SmartText, hotkeys and audit features |
| Service Request Management | 25% | - SR creation, lifecycle and processing - Milestones and action plans - Service catalog and entitlements - SR categories, assignment rules and routing |
| Omnichannel Communications | 15% | - Work routing and queue setup - Email, chat and CTI configuration - Media toolbar and agent notifications |
| Fusion Service Overview and Setup | 15% | - Functional Setup Manager (FSM) usage - Security model, roles and access control - Service configuration basics |
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
Identify three considerations before starting the configuration of assignment rules to service requests.
- A. the attributes of queues to use as criteria for your rule assignments
- B. the candidates of queues to use as criteria for your rule assignments
- C. the attributes of service requests to use as criteria for your rule assignments
- D. the rule sets you want to create and the rules to include in each rule set
- E. the candidates of service requests to use as criteria for your rule assignments
Correct Answer: B,D,E 🗳️
Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?
- A. Validate that the product item is active and published.
- B. Verify that Eligible for Service is selected on the product item.
- C. Verify that Root Catalog is selected on the product groups.
- D. Validate that Allow Duplicate is selected on the product item.
Correct Answer: A 🗳️
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {# #SR0000003056# #}" Which statement is true?
- A. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- B. You have to edit the e-mail template and add HTML code to customize the standard text section.
- C. You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- D. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
Correct Answer: C 🗳️
Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?
- A. Manage Service Request Resolutions
- B. Manage Service Request Status Values
- C. Manage Service Request Queue
- D. Manage Service Request Categories
- E. Manage Service Request Severities
- F. Manage Service Request Products
Correct Answer: B,C,D,F 🗳️
You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?
- A. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects
- B. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
- C. Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
- D. Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
Correct Answer: D 🗳️
