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Oracle 1Z0-1064-26 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Digital Customer Service and Chat | - Digital Customer Service (DCS)
|
| Managing and Extending Service Requests | - Application Composer extensions
|
| Work Assignment and Routing | - Omnichannel routing
|
| Customer Entitlements and Action Plans | - Action Plans
|
| Data Migration and Integration | - Data import/export
|
| Redwood UX and AI Features | - AI capabilities
|
| Notifications, Emails, and Interactions | - Email processing
|
| Productivity and Contact Center Tools | - Agent productivity tools
|
Oracle Fusion Service 2026 Implementation Professional Sample Questions:
Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?
- A. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
- B. Users have not been given the "Knowledge Analyst" role.
- C. The User Group selected for authoring articles has been set to 'External".
- D. The Base Locale for the articles has not been enabled in the correct language.
Correct Answer: B 🗳️
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. 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.
- B. 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.
- C. 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.
- D. 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.
Correct Answer: D 🗳️
You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure user self-registration in your DCS application?
- A. Configure the self-registrations to restrict registration to only existing Contacts.
- B. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.
- C. Disable the anonymous access option in your DCS application.
- D. Configure your self-registrations so that they are automatically approved.
Correct Answer: A,C,D 🗳️
Which two options are true about reporting on milestones?
- A. Administrator-defined milestone data is not included in Analytics.
- B. No standard reports on milestones are provided.
- C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
- D. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
Correct Answer: A,D 🗳️
Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?
- A. Manage Service Request Queue
- B. Manage Service Request Categories
- C. Manage Service Request Resolutions
- D. Manage Service Request Status Values
- E. Manage Service Request Severities
- F. Manage Service Request Products
Correct Answer: A,B,D,F 🗳️
