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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q52-Q57):

NEW QUESTION # 52
Which option describes the automated page presentation for incoming calls?

A. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
B. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
C. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
D. a feature that displays a detailed caller profile based on your customer's country when you answer your phone

Answer: D

NEW QUESTION # 53
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

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

Answer: B,C,D,F

NEW QUESTION # 54
Identify three considerations before starting the configuration of assignment rules to service requests.

A. the candidates of service requests to use as criteria for your rule assignments
B. the rule sets you want to create and the rules to include in each rule set
C. the attributes of service requests to use as criteria for your rule assignments
D. the candidates of queues to use as criteria for your rule assignments
E. the attributes of queues to use as criteria for your rule assignments

Answer: A,B,D

NEW QUESTION # 55
You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure user self-registration in your DCS application?

A. Configure the self-registrations to restrict registration to only existing Contacts.
B. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.
C. Disable the anonymous access option in your DCS application.
D. Configure your self-registrations so that they are automatically approved.

Answer: A,C,D

NEW QUESTION # 56
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?

A. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
B. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
C. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
D. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
E. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
F. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".

Answer: B

NEW QUESTION # 57
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