Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Customization, Productivity and Analytics | 10% | - SmartText, hotkeys and audit features - Application Composer and extensions - OTBI reporting and integration basics |
| Service Request Management | 25% | - SR categories, assignment rules and routing - Service catalog and entitlements - SR creation, lifecycle and processing - Milestones and action plans |
| Omnichannel Communications | 15% | - Media toolbar and agent notifications - Work routing and queue setup - Email, chat and CTI configuration |
| Digital Customer Service (DCS) | 20% | - DCS architecture and deployment - Authentication, profiles and security - Themes, templates and page customization |
| Knowledge Management | 15% | - Knowledge base setup and configuration - Article management and access |
| 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:
1. What should you do to enable Password Reset in Digital Customer Service (DCS)?
A) Obtain the Change Password Link and add it to your DCS page.
B) Instruct users that they can only change their password by chatting with an agent.
C) Enable the "Password Reset" option in the User Administration component.
D) Add the Password Reset component to your DCS application.
2. Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?
A) Check the Active flag.
B) Select the task Manage Service Request Categories.
C) Select Service Catalog in Functional Areas.
D) Select Create Category > Create Child Category.
E) Complete Category Name.
F) Select Create Category > Create Top-Level Category.
G) Select Status = "Active".
3. 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 use of a simpler hierarchy
B) allows you to use the same product hierarchy as sales
C) allows the display of a product hierarchy specifically for service purposes
D) requires less work and effort
4. You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?
A) Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
B) Make them available externally to customers via My Digital Customer Service (DCS).
C) Make them available internally to agents as part of the Service Request Knowledge Panel.
D) Make them available to external users by giving them access to the internal "My Knowledge" page.
E) Make them available to employees and agents via My Knowledge.
5. Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?
A) Configure an analytics report showing milestones in warning status.
B) Configure an object workflow action to send the email when the milestone status changes to warning.
C) Specify the warning threshold for the milestone in the standard coverages.
D) Add an extension column to the milestone object to hold the warning threshold value.
E) Create standard text to be posted to the message thread.
F) Configure the email template to be used for notification.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B,D,F,G | Question # 3 Answer: B,D | Question # 4 Answer: A,B,E | Question # 5 Answer: A,C,F |
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