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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Digital Customer Service (DCS) | 20% | - Themes, templates and page customization - DCS architecture and deployment - Authentication, profiles and security |
| Omnichannel Communications | 15% | - Work routing and queue setup - Media toolbar and agent notifications - Email, chat and CTI configuration |
| Service Request Management | 25% | - SR creation, lifecycle and processing - Service catalog and entitlements - Milestones and action plans - SR categories, assignment rules and routing |
| Knowledge Management | 15% | - Knowledge base setup and configuration - Article management and access |
| Fusion Service Overview and Setup | 15% | - Service configuration basics - Security model, roles and access control - Functional Setup Manager (FSM) usage |
| Customization, Productivity and Analytics | 10% | - OTBI reporting and integration basics - Application Composer and extensions - SmartText, hotkeys and audit features |
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 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.
- 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 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.
Correct Answer: A 🗳️
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?
- A. There are no specific e-mail tasks available.
- B. The environment was not provisioned correctly and the service module is missing.
- C. The team members have not established the e-mail feature on the Offerings page.
- D. The team members don't have the Email Administrator Role provisioned.
Correct Answer: C 🗳️
Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?
- A. a configured job to process inbound emails
- B. a configured profile option to schedule the retrieval of emails
- C. an inbound message filter per time schedule
- D. an inbound message filter per sender
Correct Answer: C 🗳️
Which four statements are correct about hotkeys for Action Commands?
- A. They allow a user to forward a service request.
- B. They have default values.
- C. They allow a user to escalate a service request.
- D. They allow a user to copy a service request.
- E. They can be assigned to a custom action script.
- F. They can all be modified.
Correct Answer: A,B,C,F 🗳️
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?
- A. Select View > Detach.
- B. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
- C. Modify the Profile Value and save.
- D. Lock the Profile Option for editing.
- E. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
- F. Unlock and publish the new selected profile value.
Correct Answer: C,E,F 🗳️
