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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Customer Service (DCS) | 20% | - Authentication, profiles and security - DCS architecture and deployment - Themes, templates and page customization |
| Topic 2: Knowledge Management | 15% | - Knowledge base setup and configuration - Article management and access |
| Topic 3: Omnichannel Communications | 15% | - Media toolbar and agent notifications - Email, chat and CTI configuration - Work routing and queue setup |
| Topic 4: Customization, Productivity and Analytics | 10% | - SmartText, hotkeys and audit features - OTBI reporting and integration basics - Application Composer and extensions |
| Topic 5: Service Request Management | 25% | - Milestones and action plans - SR categories, assignment rules and routing - Service catalog and entitlements - SR creation, lifecycle and processing |
| 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:
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
- A. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
- B. Milestones are actions on a service request (SR) that must be completed by a specific time.
- C. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
- D. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
- E. Milestones are commitments to handle SRs within certain timelines.
Correct Answer: A,C,D 🗳️
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.
- A. It requires proper permissions to use the tools and additional permissions to edit the desired object.
- B. It allows edits to dashboard pages.
- C. In includes a preview option for all standard and custom object pages.
- D. It requires the use of a sandbox to modify the fields associated with standard and custom objects.
Correct Answer: D 🗳️
When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.
- A. 1,3,2,4
- B. 2,4,3,1
- C. 1,2,3,4
- D. 3,2,4,1
Correct Answer: C 🗳️
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
- A. Add the Product object to your DCS application.
- B. Add images as the product image will not be pulled from Engagement Cloud.
- C. Configure products groups and product items in Engagement Cloud.
- D. Add product ID(s) to the database component.
Correct Answer: A,C,D 🗳️
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?
- A. The service request assignment will be unpredictable.
- B. The queue defined by default is the one assigned to the service request.
- C. The queue defined in the first evaluated rule is always assigned to the service request.
- D. An error will occur; no queue is assigned to the service request.
Correct Answer: C 🗳️
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