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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: Knowledge Management	15%	- Article management and access - Knowledge base setup and configuration
Topic 3: Digital Customer Service (DCS)	20%	- DCS architecture and deployment - Authentication, profiles and security - Themes, templates and page customization
Topic 4: Fusion Service Overview and Setup	15%	- Service configuration basics - Functional Setup Manager (FSM) usage - Security model, roles and access control
Topic 5: Customization, Productivity and Analytics	10%	- OTBI reporting and integration basics - Application Composer and extensions - SmartText, hotkeys and audit features
Topic 6: Service Request Management	25%	- Service catalog and entitlements - Milestones and action plans - SR categories, assignment rules and routing - SR creation, lifecycle and processing

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q60-Q65):

NEW QUESTION # 60
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 attributes of service requests to use as criteria for your rule assignments
D. the candidates of queues to use as criteria for your rule assignments
E. the rule sets you want to create and the rules to include in each rule set

Answer: B,D,E

NEW QUESTION # 61
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A. View and edit attachments to a Service Request.
B. Delete a Service Request.
C. Add a message to a Service Request.
D. Chat with an Agent about a Service Request.
E. Create a Service Request.

Answer: A,B,D,E

NEW QUESTION # 62
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A. Click the Show Advanced Search icon.
B. In Advanced Search, save and select the "Set as Default" box.
C. Change the section identified with Status = New
D. In Advanced Search, select Action > Update.
E. In Advanced Search, Add Channel Type = Web.
F. In Advanced Search, confirm Record Set = Assigned to Me.

Answer: A,B,C,E,F

NEW QUESTION # 63
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 commitments to handle SRs within certain timelines.
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 actions on a service request (SR) that must be completed by a specific time.

Answer: A,C,D

NEW QUESTION # 64
What is the main function of the Data Security Policies?

A. defines the views the application can access
B. defines the data a particular user can see and/or modify
C. defines the actions a particular user can do
D. defines the privileges and roles a particular user can have
E. defines the views or functionalities the user can access

Answer: E

NEW QUESTION # 65
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