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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q32-Q37):

NEW QUESTION # 32
Which three statements are true about building Digital Customer Service (DCS) applications?

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

Answer: B,C,D

NEW QUESTION # 33
Which option describes the automated page presentation for incoming calls?

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

Answer: B

NEW QUESTION # 34
Identify three considerations before starting the configuration of assignment rules to service requests.

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

Answer: A,B,E

NEW QUESTION # 35
Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?

A. Select the Manage Capacities task.
B. In the Work Assignments section, modify the default value in the Capacity field to a new value.
C. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
D. Modify the default values in the Capacity fields for the channels.

Answer: C,D

NEW QUESTION # 36
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 permissions on all customer's profiles.
B. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
C. Adjust the inbound message filters.
D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

Answer: B

NEW QUESTION # 37
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