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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q56-Q61):

NEW QUESTION # 56
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. 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.
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. 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.

Answer: A

NEW QUESTION # 57
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. Chat with an Agent about a Service Request.
B. Add a message to a Service Request.
C. Delete a Service Request.
D. Create a Service Request.
E. View and edit attachments to a Service Request.

Answer: A,C,D,E

NEW QUESTION # 58
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. The hierarchical structure of the categories helps to improve the service request classification.
B. Categories determine the steps an agent must follow to close the service request.
C. Categories facilitate the assignment of an agent to the service request.
D. Filter the selection of the product related to the service request, when filtering by a particular category.
E. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.

Answer: A,C,E

NEW QUESTION # 59
Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

A. The Base Locale for the articles has not been enabled in the correct language.
B. The User Group selected for authoring articles has been set to 'External".
C. Users have not been given the "Knowledge Analyst" role.
D. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".

Answer: C

NEW QUESTION # 60
What should you do to enable Password Reset in Digital Customer Service (DCS)?

A. Instruct users that they can only change their password by chatting with an agent.
B. Add the Password Reset component to your DCS application.
C. Obtain the Change Password Link and add it to your DCS page.
D. Enable the "Password Reset" option in the User Administration component.

Answer: C

NEW QUESTION # 61
......

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