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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Omnichannel Communications | 15% | - Email, chat and CTI configuration - Work routing and queue setup - Media toolbar and agent notifications |
| Topic 2: Customization, Productivity and Analytics | 10% | - OTBI reporting and integration basics - Application Composer and extensions - SmartText, hotkeys and audit features |
| Topic 3: Digital Customer Service (DCS) | 20% | - Authentication, profiles and security - DCS architecture and deployment - Themes, templates and page customization |
| Topic 4: Service Request Management | 25% | - SR creation, lifecycle and processing - SR categories, assignment rules and routing - Milestones and action plans - Service catalog and entitlements |
| Topic 5: Knowledge Management | 15% | - Knowledge base setup and configuration - Article management and access |
| Topic 6: Fusion Service Overview and Setup | 15% | - Security model, roles and access control - Functional Setup Manager (FSM) usage - Service configuration basics |
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
Identify three considerations before starting the configuration of assignment rules to service requests.
- A. the candidates of service requests to use as criteria for your rule assignments
- B. the attributes of service requests to use as criteria for your rule assignments
- C. the attributes of queues to use as criteria for your rule assignments
- D. the rule sets you want to create and the rules to include in each rule set
- E. the candidates of queues to use as criteria for your rule assignments
Correct Answer: A,D,E 🗳️
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Create several personalized searches and create them to each other.
- B. Grant the agent Administrator permissions to add new search filters.
- C. Create a new search through the application composer.
- D. Add fields from the advanced search functionality.
Correct Answer: C 🗳️
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. Entitlement rules are not valid for the service request.
- B. The Starts When criteria of the milestones is not True.
- C. The scheduled process has not been set up.
- D. No default coverages are set up.
Correct Answer: B,C,D 🗳️
Digital Customer Service application configuration settings in json.cfg include which four options?
- A. Service request links
- B. Default notification preferences
- C. Knowledge management article links
- D. Default timezone
- E. Knowledge management language locales
- F. Default communication preferences
- G. Default chat channel preferences
- H. Product and category filtering
Correct Answer: A,C,E,H 🗳️
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
- A. DCS is a visual development tool for creating applications in VBCS.
- B. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
- C. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
- D. VBCS is a visual development tool for creating applications in DCS.
Correct Answer: B,D 🗳️
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