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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Fusion Service Overview and Setup	15%	- Functional Setup Manager (FSM) usage - Security model, roles and access control - Service configuration basics
Topic 2: Omnichannel Communications	15%	- Email, chat and CTI configuration - Media toolbar and agent notifications - Work routing and queue setup
Topic 3: Knowledge Management	15%	- Knowledge base setup and configuration - Article management and access
Topic 4: Digital Customer Service (DCS)	20%	- Authentication, profiles and security - Themes, templates and page customization - DCS architecture and deployment
Topic 5: Service Request Management	25%	- Service catalog and entitlements - SR creation, lifecycle and processing - Milestones and action plans - SR categories, assignment rules and routing
Topic 6: Customization, Productivity and Analytics	10%	- Application Composer and extensions - OTBI reporting and integration basics - SmartText, hotkeys and audit features

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q71-Q76):

NEW QUESTION # 71
Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
What is causing the problem?

A. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
B. Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
C. Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is also available.
D. Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.

Answer: A

NEW QUESTION # 72
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 to employees and agents via My Knowledge.
D. Make them available to external users by giving them access to the internal "My Knowledge" page.
E. Make them available internally to agents as part of the Service Request Knowledge Panel.

Answer: A,B,C

NEW QUESTION # 73
Which two statements are true regarding the Audit History tab of a Service Request?

A. It is exportable to Excel.
B. It allows users to save searches for later reuse.
C. It is available only to authorized administrators.
D. It is searchable by date range, username, event type, event severity, and event duration.
E. It is enabled by default.

Answer: B,E

NEW QUESTION # 74
Which three statements are true about building Digital Customer Service (DCS) applications?

A. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
B. Many DCS applications can be active in production at the same time.
C. Only one version of a DCS application can be active in production at any time.
D. DCS application can be embedded in other sites.

Answer: A,C,D

NEW QUESTION # 75
Which option describes the automated page presentation for incoming calls?

A. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
B. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
C. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
D. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone

Answer: B

NEW QUESTION # 76
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