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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Field Service and Dispatch	- Field service operations 1. Scheduling and dispatch rules 2. Work order management
Topic 2: Knowledge Management	- Knowledge articles 1. Creation and lifecycle management 2. Search and recommendation usage
Topic 3: Service Request Management	- Case and ticket handling 1. SLAs and escalation management 2. Creation, routing, and assignment rules - Customer interaction handling 1. Omnichannel support processes 2. Communication templates and notifications
Topic 4: Reporting and Analytics	- Service analytics 1. Operational reporting 2. Dashboards and KPIs
Topic 5: Oracle Fusion Service Overview	- Core Service Architecture 1. Fusion Service data model and components 2. Service request lifecycle management - Service Configuration Basics 1. Basic setup and administration 2. Security roles and access control
Topic 6: Integrations and Extensions	- Integration capabilities 1. Third-party system integration 2. REST APIs and integration flows

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q35-Q40):

NEW QUESTION # 35
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 eliminate part of the standard message, but cannot remove the User Details section, 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 completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

Answer: B

NEW QUESTION # 36
Identify the sequence of steps you must follow to disable the Service Communication channels.

A. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
B. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
C. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
E. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".

Answer: B

NEW QUESTION # 37
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

A. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
B. The hierarchical structure of the categories helps to improve the service request classification.
C. Filter the selection of the product related to the service request, when filtering by a particular category.
D. Categories determine the steps an agent must follow to close the service request.
E. Categories facilitate the assignment of an agent to the service request.

Answer: A,B,E

NEW QUESTION # 38
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 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.
B. 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.
C. 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.
D. 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.

Answer: D

NEW QUESTION # 39
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.

A. 2,4,3,1
B. 1,3,2,4
C. 3,2,4,1
D. 1,2,3,4

Answer: D

NEW QUESTION # 40
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