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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q68-Q73):

NEW QUESTION # 68
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

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

Answer: A,D,E

NEW QUESTION # 69
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. Add a message to a Service Request.
B. Delete a Service Request.
C. View and edit attachments to a Service Request.
D. Create a Service Request.
E. Chat with an Agent about a Service Request.

Answer: B,C,D,E

NEW QUESTION # 70
Oracle Engagement Cloud provides tools to add or modify which six types of entities?

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

Answer: C,D,F,H

NEW QUESTION # 71
Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

A. Select Create Category > Create Top-Level Category.
B. Check the Active flag.
C. Select Status = "Active".
D. Complete Category Name.
E. Select Create Category > Create Child Category.
F. Select Service Catalog in Functional Areas.
G. Select the task Manage Service Request Categories.

Answer: A,C,E,G

NEW QUESTION # 72
To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?

A. Title, Status
B. Title
C. Title, Category, Severity
D. Title, Category, Severity, Status
E. Title, Status, Problem Description

Answer: D

NEW QUESTION # 73
......

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