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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%	- SmartText, hotkeys and audit features - OTBI reporting and integration basics - Application Composer and extensions
Topic 3: Knowledge Management	15%	- Article management and access - Knowledge base setup and configuration
Topic 4: Service Request Management	25%	- Milestones and action plans - Service catalog and entitlements - SR categories, assignment rules and routing - SR creation, lifecycle and processing
Topic 5: Omnichannel Communications	15%	- Media toolbar and agent notifications - Work routing and queue setup - Email, chat and CTI configuration
Topic 6: Fusion Service Overview and Setup	15%	- Security model, roles and access control - Functional Setup Manager (FSM) usage - Service configuration basics

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q36-Q41):

NEW QUESTION # 36
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. 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.
B. 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.
C. 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.
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: C

NEW QUESTION # 37
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

A. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
B. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
C. You can create a trigger on the Trouble Ticket object using the Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
D. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5

Answer: C,D

NEW QUESTION # 38
What three things should you do once you have established a global default coverage?

A. Use Application Composer to include milestones on the Service Request Layout if desired.
B. Use Application Composer to configure warning emails about milestone compliance events.
C. Create an ESS job to Monitor Service Request Milestones.
D. Create an ESS job to Aggregate Service Requests.

Answer: A,C,D

NEW QUESTION # 39
Which two keyboard shortcuts can be modified?

A. Cancel
B. OK
C. Create Service Request
D. Save and Close
E. Save and Continue

Answer: B,C

NEW QUESTION # 40
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?

A. Select the Manage Capacities task.
B. Modify the default values in the Capacity fields for the channels.
C. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
D. In the Work Assignments section, modify the default value in the Capacity field to a new value.

Answer: B,C

NEW QUESTION # 41
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