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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q78-Q83):

NEW QUESTION # 78
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. 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.
D. 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.

Answer: A

NEW QUESTION # 79
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
B. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
C. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
D. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.

Answer: A

NEW QUESTION # 80
Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?

A. an inbound message filter per time schedule
B. an inbound message filter per sender
C. a configured job to process inbound emails
D. a configured profile option to schedule the retrieval of emails

Answer: A

NEW QUESTION # 81
Digital Customer Service application configuration settings in json.cfg include which four options?

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

Answer: A,B,C,D

NEW QUESTION # 82
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

A. Grant the agent Administrator permissions to add new search filters.
B. Create a new search through the application composer.
C. Add fields from the advanced search functionality.
D. Create several personalized searches and create them to each other.

Answer: B

NEW QUESTION # 83
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