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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Knowledge Management	- Knowledge articles 1. Creation and lifecycle management 2. Search and recommendation usage
Topic 2: Field Service and Dispatch	- Field service operations 1. Work order management 2. Scheduling and dispatch rules
Topic 3: Reporting and Analytics	- Service analytics 1. Operational reporting 2. Dashboards and KPIs
Topic 4: Integrations and Extensions	- Integration capabilities 1. Third-party system integration 2. REST APIs and integration flows
Topic 5: Oracle Fusion Service Overview	- Core Service Architecture 1. Service request lifecycle management 2. Fusion Service data model and components - Service Configuration Basics 1. Security roles and access control 2. Basic setup and administration
Topic 6: Service Request Management	- Customer interaction handling 1. Omnichannel support processes 2. Communication templates and notifications - Case and ticket handling 1. SLAs and escalation management 2. Creation, routing, and assignment rules

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q19-Q24):

NEW QUESTION # 19
Select the correct procedure to enable the Audit History tab for Service Requests.

A. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list.Save the configuration.
B. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.

Answer: D

NEW QUESTION # 20
Identify three considerations before starting the configuration of assignment rules to service requests.

A. the attributes of queues to use as criteria for your rule assignments
B. the candidates of service requests to use as criteria for your rule assignments
C. the rule sets you want to create and the rules to include in each rule set
D. the attributes of service requests to use as criteria for your rule assignments
E. the candidates of queues to use as criteria for your rule assignments

Answer: B,C,E

NEW QUESTION # 21
Which two keyboard shortcuts can be modified?

A. Save and Close
B. Create Service Request
C. OK
D. Save and Continue
E. Cancel

Answer: B,C

NEW QUESTION # 22
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 are commitments to handle SRs within certain timelines.
D. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
E. Milestones are customizable by an administrator to include any number of organization-specific milestone types.

Answer: A,D,E

NEW QUESTION # 23
In which three situations can default coverage be applied?

A. for a specific period of time
B. for a specific SR status
C. for a specific SR category
D. to a specific customer account
E. globally, to all service requests that do not have any other coverage

Answer: A,C,E

NEW QUESTION # 24
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