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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q11-Q16):

NEW QUESTION # 11
Which two options are true about role synchronization for Digital Customer Service (DCS)?

A. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
B. is required for every DCS instance
C. also synchronizes userIDs and passwords between DCS and Engagement Cloud
D. is real time

Answer: B,D

NEW QUESTION # 12
Which three types of data are included in the interaction associated with a normal call flow?

A. Channel
B. Agent name
C. Start time of the call
D. Contact name
E. Service Request create date

Answer: B,D,E

NEW QUESTION # 13
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

A. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
B. It enables anonymous users to search the DCS knowledge base.
C. It is configured exclusively via the Engagement Cloud Security Console.
D. It does not require matching passwords between Engagement Cloud and DCS.

Answer: B,C

NEW QUESTION # 14
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

A. Categories facilitate the assignment of an agent to the service request.
B. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
C. Categories determine the steps an agent must follow to close the service request.
D. The hierarchical structure of the categories helps to improve the service request classification.
E. Filter the selection of the product related to the service request, when filtering by a particular category.

Answer: A,B,D

NEW QUESTION # 15
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

A. You will be required to code any new workflow actions in Groovy.
B. You can generate tasks for the SR object from the workflow.
C. You can define the workflow to run when certain fields of the SR object are changed.
D. You must make the changes using the Page Composer tool.
E. You can send an e-mail notification to specified recipients.
F. You can modify the workflow to update field values within the SR object.

Answer: B,C,E,F

NEW QUESTION # 16
......

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