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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Reporting and Analytics	- Service analytics 1. Dashboards and KPIs 2. Operational reporting
Service Request Management	- Customer interaction handling 1. Communication templates and notifications 2. Omnichannel support processes - Case and ticket handling 1. Creation, routing, and assignment rules 2. SLAs and escalation management
Knowledge Management	- Knowledge articles 1. Creation and lifecycle management 2. Search and recommendation usage
Integrations and Extensions	- Integration capabilities 1. REST APIs and integration flows 2. Third-party system integration
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
Field Service and Dispatch	- Field service operations 1. Work order management 2. Scheduling and dispatch rules

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q66-Q71):

NEW QUESTION # 66
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.

A. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
B. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
C. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
D. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

Answer: B

NEW QUESTION # 67
Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A. Exports
B. Objects
C. Reports
D. Object workflow
E. Roles and privileges
F. Fields
G. Themes
H. Icons

Answer: A,B,C,F

NEW QUESTION # 68
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 > Deselect the "Enable" column in "Communication Channels".
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 Service > Deselect the "Communication Channels" 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 > Select the "Disable" column in "Service entitlements"
E. 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.

Answer: E

NEW QUESTION # 69
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 Products
B. Manage Service Request Severities
C. Manage Service Request Status Values
D. Manage Service Request Queue
E. Manage Service Request Resolutions
F. Manage Service Request Categories

Answer: A,C,D,F

NEW QUESTION # 70
Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

A. Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
B. Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
C. There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
D. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.

Answer: A

NEW QUESTION # 71
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