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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q78-Q83):

NEW QUESTION # 78
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A. Chat with an Agent about a Service Request.
B. View and edit attachments to a Service Request.
C. Create a Service Request.
D. Delete a Service Request.
E. Add a message to a Service Request.

Answer: A,B,C,D

NEW QUESTION # 79
Your customer has three service request child categories under the top-level service request category "Accounts":
Gold Accounts
Silver Accounts
Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?

A. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
B. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
C. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.
D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.

Answer: B

NEW QUESTION # 80
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: nnn-test.fa.extservice.incoming.2@oracle.com. {# #SR0000003056# #}" Which statement is true?

A. You have to edit the e-mail template and add HTML code to customize the standard text section.
B. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D. You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

Answer: D

NEW QUESTION # 81
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?

A. There are no specific e-mail tasks available.
B. The team members don't have the Email Administrator Role provisioned.
C. The environment was not provisioned correctly and the service module is missing.
D. The team members have not established the e-mail feature on the Offerings page.

Answer: D

NEW QUESTION # 82
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 the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
C. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
D. Resolution is due on Saturday, 2 PM EST.

Answer: A,C

NEW QUESTION # 83
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