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Oracle 1Z0-1064-26 Exam Syllabus Topics:

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

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Oracle Fusion Service 2026 Implementation Professional Sample Questions (Q59-Q64):

NEW QUESTION # 59
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?

A. There are no specific e-mail tasks available.
B. The team members don't have the Email Administrator Role provisioned.
C. The environment was not provisioned correctly and the service module is missing.
D. The team members have not established the e-mail feature on the Offerings page.

Answer: D

NEW QUESTION # 60
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: nnn-test.fa.extservice.incoming.2@oracle.com. {# #SR0000003056# #}" Which statement is true?

A. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B. You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D. You have to edit the e-mail template and add HTML code to customize the standard text section.

Answer: B

NEW QUESTION # 61
Which three subobject functions are included in the REST API for Service Requests (SRs)?

A. Update resource member
B. Delete activity
C. Update resource manager
D. Delete message
E. Update SR reference

Answer: A,B,E

NEW QUESTION # 62
Which three types of data are included in the interaction associated with a normal call flow?

A. Start time of the call
B. Channel
C. Service Request create date
D. Agent name
E. Contact name

Answer: C,D,E

NEW QUESTION # 63
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

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

Answer: A,C,D

NEW QUESTION # 64
......

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