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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q45-Q50):

NEW QUESTION # 45
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?

A. The queue defined by default is the one assigned to the service request.
B. The queue defined in the first evaluated rule is always assigned to the service request.
C. The service request assignment will be unpredictable.
D. An error will occur; no queue is assigned to the service request.

Answer: B

NEW QUESTION # 46
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

A. You must make the changes using the Page Composer tool.
B. You can generate tasks for the SR object from the workflow.
C. You can modify the workflow to update field values within the SR object.
D. You can send an e-mail notification to specified recipients.
E. You will be required to code any new workflow actions in Groovy.
F. You can define the workflow to run when certain fields of the SR object are changed.

Answer: B,C,D,F

NEW QUESTION # 47
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. 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.
B. 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.
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. 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: C

NEW QUESTION # 48
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

A. 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.
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 set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.

Answer: A,B

NEW QUESTION # 49
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

A. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
B. Milestones are commitments to handle SRs within certain timelines.
C. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
D. Milestones are actions on a service request (SR) that must be completed by a specific time.
E. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.

Answer: A,C,E

NEW QUESTION # 50
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