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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Topic 1: Knowledge Management	- Knowledge articles 1. Creation and lifecycle management 2. Search and recommendation usage
Topic 2: Integrations and Extensions	- Integration capabilities 1. Third-party system integration 2. REST APIs and integration flows
Topic 3: Oracle Fusion Service Overview	- Service Configuration Basics 1. Security roles and access control 2. Basic setup and administration - Core Service Architecture 1. Fusion Service data model and components 2. Service request lifecycle management
Topic 4: Field Service and Dispatch	- Field service operations 1. Work order management 2. Scheduling and dispatch rules
Topic 5: Service Request Management	- Customer interaction handling 1. Communication templates and notifications 2. Omnichannel support processes - Case and ticket handling 1. SLAs and escalation management 2. Creation, routing, and assignment rules
Topic 6: Reporting and Analytics	- Service analytics 1. Operational reporting 2. Dashboards and KPIs

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q29-Q34):

NEW QUESTION # 29
Which four actions does the REST API for Service Requests (SRs) allow?

A. Update SR assignee
B. Delete SR by SR title
C. Create SR
D. Update SR milestone
E. Delete SR by SR number

Answer: A,C,D,E

NEW QUESTION # 30
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?

A. The queue defined in the first evaluated rule is always assigned to the service request.
B. An error will occur; no queue is assigned to the service request.
C. The queue defined by default is the one assigned to the service request.
D. The service request assignment will be unpredictable.

Answer: A

NEW QUESTION # 31
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. 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.
C. 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.
D. 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.

Answer: A

NEW QUESTION # 32
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A. 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.
B. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
C. 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.
D. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
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,C,D

NEW QUESTION # 33
Oracle Engagement Cloud provides tools to add or modify which six types of entities?

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

Answer: A,B,C,D

NEW QUESTION # 34
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