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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q19-Q24):

NEW QUESTION # 19
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
B. Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
C. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
D. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
E. Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.

Answer: A,B,D

NEW QUESTION # 20
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A. In Advanced Search, save and select the "Set as Default" box.
B. In Advanced Search, Add Channel Type = Web.
C. In Advanced Search, select Action > Update.
D. Click the Show Advanced Search icon.
E. Change the section identified with Status = New
F. In Advanced Search, confirm Record Set = Assigned to Me.

Answer: A,B,D,E,F

NEW QUESTION # 21
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 Status Values
B. Manage Service Request Queue
C. Manage Service Request Severities
D. Manage Service Request Categories
E. Manage Service Request Resolutions
F. Manage Service Request Products

Answer: A,B,D,F

NEW QUESTION # 22
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. Filter the selection of the product related to the service request, when filtering by a particular category.
B. The hierarchical structure of the categories helps to improve the service request classification.
C. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
D. Categories facilitate the assignment of an agent to the service request.
E. Categories determine the steps an agent must follow to close the service request.

Answer: B,C,D

NEW QUESTION # 23
Which two are true characteristics about the lifecycle of a service request?

A. Users can reopen a service request when the status is set to "Closed".
B. "Closed" status is set by an automatic job after a specified number of days.
C. "Customer working" is one of the five seeded status types.
D. Users can reopen a service request when the status is set to "Resolved".
E. If required, users can manually set the "Closed" status for a service request.

Answer: B,D

NEW QUESTION # 24
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