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Oracle 1Z0-1064-26 Exam Syllabus Topics:

SectionWeightObjectives
Digital Customer Service (DCS)20%- Themes, templates and page customization
- DCS architecture and deployment
- Authentication, profiles and security
Knowledge Management15%- Article management and access
- Knowledge base setup and configuration
Customization, Productivity and Analytics10%- Application Composer and extensions
- OTBI reporting and integration basics
- SmartText, hotkeys and audit features
Service Request Management25%- SR creation, lifecycle and processing
- Milestones and action plans
- SR categories, assignment rules and routing
- Service catalog and entitlements
Fusion Service Overview and Setup15%- Service configuration basics
- Security model, roles and access control
- Functional Setup Manager (FSM) usage
Omnichannel Communications15%- Email, chat and CTI configuration
- Work routing and queue setup
- Media toolbar and agent notifications

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q11-Q16):

NEW QUESTION # 11
Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold

Answer: B,D


NEW QUESTION # 12
Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?

Answer: A,C


NEW QUESTION # 13
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.

Answer: A,C,E


NEW QUESTION # 14
Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?

Answer: A


NEW QUESTION # 15
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

Answer: B,C,E,F


NEW QUESTION # 16
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