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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q32-Q37):

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

Answer: A,B,C

NEW QUESTION # 33
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

A. Resolution is due on Saturday, 2 PM EST.
B. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
C. First Response is due on Friday, 12 noon EST.
D. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.

Answer: B,C

NEW QUESTION # 34
Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?

A. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
B. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
C. The batch job for recommendations has not been executed.
D. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
E. The profile CSO_ENABLE_SVC_KMHOME is set to Y.

Answer: B

NEW QUESTION # 35
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

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

Answer: D

NEW QUESTION # 36
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A. allows the display of a product hierarchy specifically for service purposes
B. allows use of a simpler hierarchy
C. requires less work and effort
D. allows you to use the same product hierarchy as sales

Answer: C,D

NEW QUESTION # 37
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