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Oracle 1Z0-1064-26 Exam Syllabus Topics:

SectionObjectives
Topic 1: Knowledge Management- Knowledge articles
  • 1. Creation and lifecycle management
    • 2. Search and recommendation usage
      Topic 2: Reporting and Analytics- Service analytics
      • 1. Operational reporting
        • 2. Dashboards and KPIs
          Topic 3: Integrations and Extensions- Integration capabilities
          • 1. Third-party system integration
            • 2. REST APIs and integration flows
              Topic 4: Field Service and Dispatch- Field service operations
              • 1. Work order management
                • 2. Scheduling and dispatch rules
                  Topic 5: Oracle Fusion Service Overview- Core Service Architecture
                  • 1. Service request lifecycle management
                    • 2. Fusion Service data model and components
                      - Service Configuration Basics
                      • 1. Basic setup and administration
                        • 2. Security roles and access control
                          Topic 6: 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

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                                  Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q41-Q46):

                                  NEW QUESTION # 41
                                  When creating localized Digital Customer Service applications, in which order would you perform the following steps?
                                  1. Update the English message as needed for your DCS application.
                                  2. Export the English language message bundle.
                                  3. Translate the English message bundle to all desired languages.
                                  4. Import translated message bundles.

                                  Answer: A


                                  NEW QUESTION # 42
                                  Which two keyboard shortcuts can be modified?

                                  Answer: D,E


                                  NEW QUESTION # 43
                                  If you want to disable the ability to delete activities for all users, what action should you perform?

                                  Answer: A


                                  NEW QUESTION # 44
                                  You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
                                  Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

                                  Answer: C


                                  NEW QUESTION # 45
                                  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?

                                  Answer: A


                                  NEW QUESTION # 46
                                  ......

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