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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Fusion Service Overview and Setup | 15% | - Functional Setup Manager (FSM) usage - Security model, roles and access control - Service configuration basics |
| Topic 2: Customization, Productivity and Analytics | 10% | - Application Composer and extensions - OTBI reporting and integration basics - SmartText, hotkeys and audit features |
| Topic 3: Knowledge Management | 15% | - Article management and access - Knowledge base setup and configuration |
| Topic 4: Digital Customer Service (DCS) | 20% | - Themes, templates and page customization - Authentication, profiles and security - DCS architecture and deployment |
| Topic 5: Omnichannel Communications | 15% | - Media toolbar and agent notifications - Work routing and queue setup - Email, chat and CTI configuration |
| Topic 6: Service Request Management | 25% | - Milestones and action plans - Service catalog and entitlements - SR creation, lifecycle and processing - SR categories, assignment rules and routing |
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
1. Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?
A) Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
B) Choose all optional result columns.
C) Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by 7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
D) Do not choose any optional criteria columns.
2. 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) Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
B) Adjust permissions on all customer's profiles.
C) Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
D) Adjust the inbound message filters.
3. Select the correct procedure to enable the Audit History tab for Service Requests.
A) 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.
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 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.
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.
4. You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?
A) Make them available to employees and agents via My Knowledge.
B) Make them available to external users by giving them access to the internal "My Knowledge" page.
C) Make them available internally to agents as part of the Service Request Knowledge Panel.
D) Make them available externally to customers via My Digital Customer Service (DCS).
E) Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
5. What is the main function of the Data Security Policies?
A) defines the actions a particular user can do
B) defines the privileges and roles a particular user can have
C) defines the views the application can access
D) defines the data a particular user can see and/or modify
E) defines the views or functionalities the user can access
Solutions:
| Question # 1 Answer: A,C,D | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: A,D,E | Question # 5 Answer: E |
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