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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Omnichannel Communications | 15% | - Work routing and queue setup - Email, chat and CTI configuration - Media toolbar and agent notifications |
| Topic 2: Fusion Service Overview and Setup | 15% | - Service configuration basics - Security model, roles and access control - Functional Setup Manager (FSM) usage |
| Topic 3: Customization, Productivity and Analytics | 10% | - OTBI reporting and integration basics - SmartText, hotkeys and audit features - Application Composer and extensions |
| Topic 4: Service Request Management | 25% | - Milestones and action plans - SR categories, assignment rules and routing - Service catalog and entitlements - SR creation, lifecycle and processing |
| Topic 5: Knowledge Management | 15% | - Knowledge base setup and configuration - Article management and access |
| Topic 6: Digital Customer Service (DCS) | 20% | - Themes, templates and page customization - Authentication, profiles and security - DCS architecture and deployment |
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
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. VBCS is a visual development tool for creating applications in DCS.
- C. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
- D. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
Correct Answer: B,C 🗳️
Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?
- A. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
- B. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
- C. The batch job for recommendations has not been executed.
- D. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
- E. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
Correct Answer: B 🗳️
Which statement is correct when describing the process of adding assignment rules from Service Setup?
- A. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
- B. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
- C. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.
- D. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
Correct Answer: C 🗳️
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?
- A. allows the display of a product hierarchy specifically for service purposes
- B. allows use of a simpler hierarchy
- C. allows you to use the same product hierarchy as sales
- D. requires less work and effort
Correct Answer: C,D 🗳️
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 can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
- C. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
- D. Milestones are commitments to handle SRs within certain timelines.
- E. Milestones are actions on a service request (SR) that must be completed by a specific time.
Correct Answer: A,B,C 🗳️



