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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Service Request Management	- Case and ticket handling 1. SLAs and escalation management 2. Creation, routing, and assignment rules - Customer interaction handling 1. Communication templates and notifications 2. Omnichannel support processes
Knowledge Management	- Knowledge articles 1. Creation and lifecycle management 2. Search and recommendation usage
Field Service and Dispatch	- Field service operations 1. Scheduling and dispatch rules 2. Work order management
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
Reporting and Analytics	- Service analytics 1. Dashboards and KPIs 2. Operational reporting
Integrations and Extensions	- Integration capabilities 1. REST APIs and integration flows 2. Third-party system integration

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q48-Q53):

NEW QUESTION # 48
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?

A. An error will occur; no queue is assigned to the service request.
B. The queue defined in the first evaluated rule is always assigned to the service request.
C. The service request assignment will be unpredictable.
D. The queue defined by default is the one assigned to the service request.

Answer: B

NEW QUESTION # 49
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. Filter the selection of the product related to the service request, when filtering by a particular category.
B. Categories determine the steps an agent must follow to close the service request.
C. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
D. The hierarchical structure of the categories helps to improve the service request classification.
E. Categories facilitate the assignment of an agent to the service request.

Answer: C,D,E

NEW QUESTION # 50
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.

A. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
B. DCS is a visual development tool for creating applications in VBCS.
C. VBCS is a visual development tool for creating applications in DCS.
D. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.

Answer: A,C

NEW QUESTION # 51
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?

A. Incoming messages have a custom filter.
B. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
C. The configured frequency to retrieve emails is too long.
D. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.

Answer: A

NEW QUESTION # 52
Identify the sequence of steps you must follow to disable the Service Communication channels.

A. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
B. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
C. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".
D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
E. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"

Answer: B

NEW QUESTION # 53
......

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