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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q37-Q42):

NEW QUESTION # 37
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

A. The Starts When criteria of the milestones is not True.
B. Entitlement rules are not valid for the service request.
C. No default coverages are set up.
D. The scheduled process has not been set up.

Answer: A,C,D

NEW QUESTION # 38
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?

A. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
B. Adjust the inbound message filters.
C. Adjust permissions on all customer's profiles.
D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

Answer: A

NEW QUESTION # 39
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

A. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
B. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
C. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
D. Milestones are actions on a service request (SR) that must be completed by a specific time.
E. Milestones are commitments to handle SRs within certain timelines.

Answer: A,B,C

NEW QUESTION # 40
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 to employees and agents via My Knowledge.
B. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
C. Make them available to external users by giving them access to the internal "My Knowledge" page.
D. Make them available internally to agents as part of the Service Request Knowledge Panel.
E. Make them available externally to customers via My Digital Customer Service (DCS).

Answer: A,B,E

NEW QUESTION # 41
Digital Customer Service application configuration settings in json.cfg include which four options?

A. Default communication preferences
B. Knowledge management article links
C. Default chat channel preferences
D. Knowledge management language locales
E. Default timezone
F. Product and category filtering
G. Default notification preferences
H. Service request links

Answer: B,D,F,H

NEW QUESTION # 42
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