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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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최신 Oracle Cloud 1Z0-1064-26 무료샘플문제 (Q60-Q65):

질문 # 60
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?

A. Make them available internally to agents as part of the Service Request Knowledge Panel.
B. Make them available to external users by giving them access to the internal "My Knowledge" page.
C. Make them available to employees and agents via My Knowledge.
D. Make them available externally to customers via My Digital Customer Service (DCS).
E. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.

정답：C,D,E

질문 # 61
Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?

A. Manage Service Request Categories
B. Manage Service Request Severities
C. Manage Service Request Queue
D. Manage Service Request Resolutions
E. Manage Service Request Status Values
F. Manage Service Request Products

정답：A,C,E,F

질문 # 62
Which two are true characteristics about the lifecycle of a service request?

A. "Customer working" is one of the five seeded status types.
B. "Closed" status is set by an automatic job after a specified number of days.
C. Users can reopen a service request when the status is set to "Closed".
D. Users can reopen a service request when the status is set to "Resolved".
E. If required, users can manually set the "Closed" status for a service request.

정답：B,D

질문 # 63
Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

A. Select the task Manage Service Request Categories.
B. Complete Category Name.
C. Select Create Category > Create Child Category.
D. Select Create Category > Create Top-Level Category.
E. Select Status = "Active".
F. Check the Active flag.
G. Select Service Catalog in Functional Areas.

정답：A,C,D,E

질문 # 64
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A. allows use of a simpler hierarchy
B. allows you to use the same product hierarchy as sales
C. requires less work and effort
D. allows the display of a product hierarchy specifically for service purposes

정답：B,C

질문 # 65
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