1Z0-1064-26技術試験 & 1Z0-1064-26専門試験

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Oracle 1Z0-1064-26 Exam Syllabus Topics:

Section	Objectives
Digital Customer Service and Chat	- Digital Customer Service (DCS) 1. UI themes and branding 2. Embedding Fusion Service in external apps - Chatbot and automation 1. Virtual assistant configuration
Managing and Extending Service Requests	- Application Composer extensions 1. Object workflows 2. Groovy scripting for business logic 3. Custom objects and fields - Service Request configuration and lifecycle management 1. Profile options and system configuration 2. Service catalog and category hierarchy 3. SR outcomes and resolutions 4. Scheduled processes and automation 5. User and role management
Work Assignment and Routing	- Queues and assignment rules 1. Queue configuration 2. Agent capacity and availability 3. Assignment rules based on SR attributes - Omnichannel routing 1. Cross-channel workload distribution 2. Work starvation prevention
Computer Telephony Integration (CTI)	- Telephony integration setup 1. Redwood CTI toolbar setup 2. Screen pop functionality 3. Call flows configuration
Customer Entitlements and Action Plans	- Entitlements and SLAs 1. Notifications and performance tracking 2. Coverage and service tiers 3. Milestones and operating calendars - Action Plans 1. Action plan templates 2. Execution within service requests
Redwood UX and AI Features	- Redwood interface configuration 1. Workflow implementation platform 2. Activities timeline - AI capabilities 1. SR classification AI 2. Knowledge recommendations
Notifications, Emails, and Interactions	- Email processing 1. Email templates and interaction tracking 2. Inbound/outbound email channels - Notifications and collaboration 1. Internal collaboration tools 2. In-app notifications
Data Migration and Integration	- Data import/export 1. Import Management tool 2. FBDI import
Productivity and Contact Center Tools	- Agent productivity tools 1. SmartText configuration 2. Hotkeys and shortcuts 3. Dashboards and analytics

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Oracle Fusion Service 2026 Implementation Professional 認定 1Z0-1064-26 試験問題 (Q18-Q23):

質問 # 18
Which two are true characteristics about the lifecycle of a service request?

A. Users can reopen a service request when the status is set to "Resolved".
B. "Customer working" is one of the five seeded status types.
C. If required, users can manually set the "Closed" status for a service request.
D. Users can reopen a service request when the status is set to "Closed".
E. "Closed" status is set by an automatic job after a specified number of days.

正解：A、E

質問 # 19
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

A. Object workflows
B. Templates
C. Themes
D. Languages
E. Business objects
F. UI components
G. Object triggers
H. Pages

正解：A、B、C、E、G、H

質問 # 20
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?

A. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
B. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
C. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
D. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
E. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
F. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.

正解：E

質問 # 21
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

A. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
B. 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.
C. 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.
D. 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.

正解：A、B

質問 # 22
Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

A. Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
B. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.
C. Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
D. There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.

正解：A

質問 # 23
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