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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Managing and Extending Service Requests | - Application Composer extensions
|
| Redwood UX and AI Features | - AI capabilities
|
| Digital Customer Service and Chat | - Chatbot and automation
|
| Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Data Migration and Integration | - Data import/export
|
| Work Assignment and Routing | - Omnichannel routing
|
| Notifications, Emails, and Interactions | - Notifications and collaboration
|
| Productivity and Contact Center Tools | - Agent productivity tools
|
| Customer Entitlements and Action Plans | - Action Plans
|
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
Which statement is correct when describing the process of adding assignment rules from Service Setup?
- A. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
- B. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
- C. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
- D. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.
Correct Answer: D 🗳️
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?
- A. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
- B. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
- C. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
- D. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
- E. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
- F. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
Correct Answer: A 🗳️
Which two options are true about reporting on milestones?
- A. No standard reports on milestones are provided.
- B. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
- C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
- D. Administrator-defined milestone data is not included in Analytics.
Correct Answer: B,D 🗳️
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 Root Catalog is selected on the product groups.
- C. Validate that Allow Duplicate is selected on the product item.
- D. Verify that Eligible for Service is selected on the product item.
Correct Answer: A 🗳️
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.
- A. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
- B. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
- C. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
- D. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
Correct Answer: D 🗳️
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