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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. Search and recommendation usage 2. Creation and lifecycle management
Topic 3: Integrations and Extensions	- Integration capabilities 1. Third-party system integration 2. REST APIs and integration flows
Topic 4: Oracle Fusion Service Overview	- Service Configuration Basics 1. Basic setup and administration 2. Security roles and access control - Core Service Architecture 1. Service request lifecycle management 2. Fusion Service data model and components
Topic 5: Reporting and Analytics	- Service analytics 1. Operational reporting 2. Dashboards and KPIs
Topic 6: 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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which three statements are true about building Digital Customer Service (DCS) applications?

A. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
B. Only one version of a DCS application can be active in production at any time.
C. Many DCS applications can be active in production at the same time.
D. DCS application can be embedded in other sites.

Answer: A,B,D

NEW QUESTION # 16
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 determine the steps an agent must follow to close the service request.
B. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
C. The hierarchical structure of the categories helps to improve the service request classification.
D. Filter the selection of the product related to the service request, when filtering by a particular category.
E. Categories facilitate the assignment of an agent to the service request.

Answer: B,C,E

NEW QUESTION # 17
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. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
D. 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.

Answer: B

NEW QUESTION # 18
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A. View and edit attachments to a Service Request.
B. Add a message to a Service Request.
C. Create a Service Request.
D. Delete a Service Request.
E. Chat with an Agent about a Service Request.

Answer: A,C,D,E

NEW QUESTION # 19
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

A. Variables
B. Images
C. Tables
D. URLs
E. Text
F. Other SmartText entries

Answer: A,C,E,F

NEW QUESTION # 20
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