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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Request Management | 25% | - Service catalog and entitlements - SR categories, assignment rules and routing - Milestones and action plans - SR creation, lifecycle and processing |
| Topic 2: Knowledge Management | 15% | - Article management and access - Knowledge base setup and configuration |
| Topic 3: Customization, Productivity and Analytics | 10% | - Application Composer and extensions - SmartText, hotkeys and audit features - OTBI reporting and integration basics |
| Topic 4: Digital Customer Service (DCS) | 20% | - Themes, templates and page customization - Authentication, profiles and security - DCS architecture and deployment |
| Topic 5: Fusion Service Overview and Setup | 15% | - Service configuration basics - Functional Setup Manager (FSM) usage - Security model, roles and access control |
| Topic 6: Omnichannel Communications | 15% | - Media toolbar and agent notifications - Work routing and queue setup - Email, chat and CTI configuration |
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.
- A. 2,4,3,1
- B. 1,3,2,4
- C. 1,2,3,4
- D. 3,2,4,1
Correct Answer: C 🗳️
Which two statements are true regarding the Audit History tab of a Service Request?
- A. It is available only to authorized administrators.
- B. It is enabled by default.
- C. It is exportable to Excel.
- D. It allows users to save searches for later reuse.
- E. It is searchable by date range, username, event type, event severity, and event duration.
Correct Answer: B,D 🗳️
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. Choose all optional result columns.
- B. Do not choose any optional criteria 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. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
Correct Answer: B,C,D 🗳️
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.
- A. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
- B. Filter the selection of the product related to the service request, when filtering by a particular category.
- C. Categories facilitate the assignment of an agent to the service request.
- D. The hierarchical structure of the categories helps to improve the service request classification.
- E. Categories determine the steps an agent must follow to close the service request.
Correct Answer: A,C,D 🗳️
Which two are required to publish a completed Digital Customer Service (DCS) application?
- A. system administrator approval
- B. moving the application to Staging and subsequently to Production status
- C. a single "publish" action to complete the task
- D. nothing (DCS applications are always available to all users.)
Correct Answer: B,D 🗳️
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