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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 15% | - Knowledge base setup and configuration - Article management and access |
| Topic 2: Service Request Management | 25% | - SR categories, assignment rules and routing - Service catalog and entitlements - SR creation, lifecycle and processing - Milestones and action plans |
| Topic 3: Customization, Productivity and Analytics | 10% | - SmartText, hotkeys and audit features - Application Composer and extensions - OTBI reporting and integration basics |
| Topic 4: Digital Customer Service (DCS) | 20% | - DCS architecture and deployment - Themes, templates and page customization - Authentication, profiles and security |
| Topic 5: Fusion Service Overview and Setup | 15% | - Functional Setup Manager (FSM) usage - Service configuration basics - Security model, roles and access control |
| Topic 6: Omnichannel Communications | 15% | - Media toolbar and agent notifications - Email, chat and CTI configuration - Work routing and queue setup |
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?
- A. Adjust the inbound message filters.
- B. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
- C. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
- D. Adjust permissions on all customer's profiles.
Correct Answer: C 🗳️
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.
- A. In includes a preview option for all standard and custom object pages.
- B. It requires proper permissions to use the tools and additional permissions to edit the desired object.
- C. It allows edits to dashboard pages.
- D. It requires the use of a sandbox to modify the fields associated with standard and custom objects.
Correct Answer: D 🗳️
Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?
- A. Select the task Manage Service Request Categories.
- B. Select Service Catalog in Functional Areas.
- C. Select Create Category > Create Top-Level Category.
- D. Check the Active flag.
- E. Select Create Category > Create Child Category.
- F. Select Status = "Active".
- G. Complete Category Name.
Correct Answer: A,C,E,F 🗳️
Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?
- A. Select the Manage Capacities task.
- B. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
- C. In the Work Assignments section, modify the default value in the Capacity field to a new value.
- D. Modify the default values in the Capacity fields for the channels.
Correct Answer: B,D 🗳️
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
- A. Add the Product object to your DCS application.
- B. Add product ID(s) to the database component.
- C. Configure products groups and product items in Engagement Cloud.
- D. Add images as the product image will not be pulled from Engagement Cloud.
Correct Answer: A,B,C 🗳️
