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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customization, Productivity and Analytics | 10% | - OTBI reporting and integration basics - SmartText, hotkeys and audit features - Application Composer and extensions |
| Topic 2: Knowledge Management | 15% | - Knowledge base setup and configuration - Article management and access |
| Topic 3: Service Request Management | 25% | - Milestones and action plans - SR categories, assignment rules and routing - Service catalog and entitlements - SR creation, lifecycle and processing |
| Topic 4: Omnichannel Communications | 15% | - Work routing and queue setup - Email, chat and CTI configuration - Media toolbar and agent notifications |
| Topic 5: Fusion Service Overview and Setup | 15% | - Functional Setup Manager (FSM) usage - Security model, roles and access control - Service configuration basics |
| Topic 6: Digital Customer Service (DCS) | 20% | - Authentication, profiles and security - DCS architecture and deployment - Themes, templates and page customization |
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
Which two options are true about reporting on milestones?
- A. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
- B. No standard reports on milestones are provided.
- 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: A,D 🗳️
Which two are true characteristics about the lifecycle of a service request?
- A. If required, users can manually set the "Closed" status for a service request.
- B. Users can reopen a service request when the status is set to "Resolved".
- C. "Customer working" is one of the five seeded status types.
- D. "Closed" status is set by an automatic job after a specified number of days.
- E. Users can reopen a service request when the status is set to "Closed".
Correct Answer: B,D 🗳️
What three things should you do once you have established a global default coverage?
- A. Create an ESS job to Monitor Service Request Milestones.
- B. Create an ESS job to Aggregate Service Requests.
- C. Use Application Composer to configure warning emails about milestone compliance events.
- D. Use Application Composer to include milestones on the Service Request Layout if desired.
Correct Answer: A,B,D 🗳️
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 🗳️
What should you do to enable Password Reset in Digital Customer Service (DCS)?
- A. Instruct users that they can only change their password by chatting with an agent.
- B. Obtain the Change Password Link and add it to your DCS page.
- C. Enable the "Password Reset" option in the User Administration component.
- D. Add the Password Reset component to your DCS application.
Correct Answer: B 🗳️
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