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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Customization, Productivity and Analytics	10%	- SmartText, hotkeys and audit features - OTBI reporting and integration basics - Application Composer and extensions
Topic 2: Knowledge Management	15%	- Knowledge base setup and configuration - Article management and access
Topic 3: Omnichannel Communications	15%	- Work routing and queue setup - Email, chat and CTI configuration - Media toolbar and agent notifications
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 - Milestones and action plans - SR categories, assignment rules and routing - SR creation, lifecycle and processing
Topic 6: Fusion Service Overview and Setup	15%	- Service configuration basics - Functional Setup Manager (FSM) usage - Security model, roles and access control

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q65-Q70):

NEW QUESTION # 65
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. 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.
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. 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.
D. 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.

Answer: C

NEW QUESTION # 66
Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold

A. First Response is due on Friday, 12 noon EST.
B. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
C. Resolution is due on Saturday, 2 PM EST.
D. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.

Answer: A,B

NEW QUESTION # 67
To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?

A. Title, Status, Problem Description
B. Title, Status
C. Title, Category, Severity, Status
D. Title, Category, Severity
E. Title

Answer: C

NEW QUESTION # 68
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

A. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
B. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
C. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
D. You can create a trigger on the Trouble Ticket object using the Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.

Answer: B,D

NEW QUESTION # 69
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?

A. Adjust the inbound message filters.
B. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
C. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
D. Adjust permissions on all customer's profiles.

Answer: C

NEW QUESTION # 70
......

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