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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Digital Customer Service (DCS) | 20% | - Themes, templates and page customization - Authentication, profiles and security - DCS architecture and deployment |
| Customization, Productivity and Analytics | 10% | - Application Composer and extensions - SmartText, hotkeys and audit features - OTBI reporting and integration basics |
| Knowledge Management | 15% | - Article management and access - Knowledge base setup and configuration |
| Omnichannel Communications | 15% | - Email, chat and CTI configuration - Media toolbar and agent notifications - Work routing and queue setup |
| Service Request Management | 25% | - Milestones and action plans - SR categories, assignment rules and routing - Service catalog and entitlements - SR creation, lifecycle and processing |
| Fusion Service Overview and Setup | 15% | - Security model, roles and access control - Service configuration basics - Functional Setup Manager (FSM) usage |
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
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. Do not choose any optional criteria columns.
- B. 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
- C. Choose all optional result columns.
- D. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
Correct Answer: A,B,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 Service" 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 Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
- D. 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".
- E. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
- F. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
Correct Answer: F 🗳️
Which three statements are true about building Digital Customer Service (DCS) applications?
- A. Many DCS applications can be active in production at the same time.
- B. DCS application can be embedded in other sites.
- C. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
- D. Only one version of a DCS application can be active in production at any time.
Correct Answer: B,C,D 🗳️
What three things should you do once you have established a global default coverage?
- A. Create an ESS job to Aggregate Service Requests.
- B. Use Application Composer to configure warning emails about milestone compliance events.
- C. Use Application Composer to include milestones on the Service Request Layout if desired.
- D. Create an ESS job to Monitor Service Request Milestones.
Correct Answer: A,C,D 🗳️
Oracle Engagement Cloud provides tools to add or modify which six types of entities?
- A. Themes
- B. Icons
- C. Reports
- D. Roles and privileges
- E. Object workflow
- F. Exports
- G. Objects
- H. Fields
Correct Answer: C,F,G,H 🗳️
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