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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Omnichannel Communications | 15% | - Email, chat and CTI configuration - Work routing and queue setup - Media toolbar and agent notifications |
| Topic 2: Customization, Productivity and Analytics | 10% | - SmartText, hotkeys and audit features - OTBI reporting and integration basics - Application Composer and extensions |
| Topic 3: Service Request Management | 25% | - SR creation, lifecycle and processing - Milestones and action plans - SR categories, assignment rules and routing - Service catalog and entitlements |
| Topic 4: Knowledge Management | 15% | - Article management and access - Knowledge base setup and configuration |
| Topic 5: Digital Customer Service (DCS) | 20% | - DCS architecture and deployment - Themes, templates and page customization - Authentication, profiles and security |
| Topic 6: Fusion Service Overview and Setup | 15% | - Service configuration basics - Functional Setup Manager (FSM) usage - Security model, roles and access control |
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
Select the correct procedure to enable the Audit History tab for Service Requests.
- A. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list.Save the configuration.
- B. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
- C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
- D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
Correct Answer: D 🗳️
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 completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- D. 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.
Correct Answer: D 🗳️
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?
- A. requires less work and effort
- B. allows the display of a product hierarchy specifically for service purposes
- C. allows use of a simpler hierarchy
- D. allows you to use the same product hierarchy as sales
Correct Answer: A,D 🗳️
Which three types of data are included in the interaction associated with a normal call flow?
- A. Channel
- B. Contact name
- C. Agent name
- D. Start time of the call
- E. Service Request create date
Correct Answer: B,C,E 🗳️
In which three situations can default coverage be applied?
- A. globally, to all service requests that do not have any other coverage
- B. for a specific SR category
- C. for a specific SR status
- D. to a specific customer account
- E. for a specific period of time
Correct Answer: A,B,E 🗳️
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