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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: Field Service and Dispatch	- Field service operations 1. Work order management 2. Scheduling and dispatch rules
Topic 3: Integrations and Extensions	- Integration capabilities 1. REST APIs and integration flows 2. Third-party system integration
Topic 4: Service Request Management	- Case and ticket handling 1. SLAs and escalation management 2. Creation, routing, and assignment rules - Customer interaction handling 1. Omnichannel support processes 2. Communication templates and notifications
Topic 5: 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 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 (Q25-Q30):

NEW QUESTION # 25
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

A. It does not require matching passwords between Engagement Cloud and DCS.
B. It enables anonymous users to search the DCS knowledge base.
C. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
D. It is configured exclusively via the Engagement Cloud Security Console.

Answer: B,D

NEW QUESTION # 26
You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

A. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
B. Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
C. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects
D. Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service

Answer: B

NEW QUESTION # 27
Which three types of data are included in the interaction associated with a normal call flow?

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

Answer: A,B,D

NEW QUESTION # 28
Which two statements are true regarding the Audit History tab of a Service Request?

A. It is searchable by date range, username, event type, event severity, and event duration.
B. It is enabled by default.
C. It is available only to authorized administrators.
D. It allows users to save searches for later reuse.
E. It is exportable to Excel.

Answer: B,D

NEW QUESTION # 29
Select the correct procedure to enable the Audit History tab for Service Requests.

A. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
B. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list.Save the configuration.
C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.

Answer: A

NEW QUESTION # 30
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